Coast needs to improve their tech support and take care of their customers in a timely matter!
I have been in contact with Tech/Kevin and Tech Manager/Lance in tech support
since last Monday and NOTHING has been done to repair my $10,000 spa. I own
a MN 50 spa and purchased it new on 09/11/03. Monday morning, I noticed that the Coast spa blew the GFC leading to the spa and after numerous attempts to get power to the spa, I called tech Coast tech support. Tech/Kevin told me right away that it was a defective spa heater that blew out the power, which in turn caused the main GFC to blow. The way he talked and the more he
explained this to me, this sounded like a very common problem with Coast's spas's heater's. He had me open up the spa circuit and against my wishes,
had ME disconnect the main power connections for the heater from the circuit board. Once the heater was disconnected, I then checked the GFC and was able to get the power going to the spa(the heater was definately throwing the GFC). Again, I told Kevin that I needed to get a qualified company service person to repair the spa RIGHT away(I live in Wisconsin in very cold weather) and he
said that he would have someone contact me(never happened). I called back and he then gave me their numbers for service people in Wisconsin and needless to say, Allied pools and Custom plumbling would not come out because they told me that they have had bad experiences with Coast Spas(sounded like they were not getting paid). This does not help myself or any other numerous customers here in Wisconsin or anhat matter.I could go on forever, but with the Heater not working and the spa freezing up this in turn has currently caused all the following damages, Pump 1 is leaking(gasket?), spider cracked ozone component
and pump 2 valve cracked(who knows what else may show up). If they had responded in a timely matter the spa may not have frozen and caused damages. They do not seem to be concerned one bit.
What else may go wrong with this spa(still under full factory warranty) and also a so called extended warranty. I was told by Kevin, that in Wisconsin they were having problems with their retailers/service reps and I said, that should not concern me the customer. I purchased this locally and expected reasonable and timely service, especially when the spa is practically new and under warranty. I was told early Wednesday by Kevin that I would be called later Wed (by him) and as of late Thursday, I did not here a thing. The spa is unheated and here in Wisconsin in 20 degree weather, that obviously is not good for this spa or any other one. Basically, I can not believe Coast treats customers like this. Best built spa? Maybe, probably not, but Coast Spas has had very poor service up to now and has not taken care of their responsibilities under the terms of my purchase agreement with them.
Needless to say, I am holding Coast Spas responsible for all current
and future damages to this spa and will be contacting the Wisconsin
Better Business Bureau and also Wisconsin Consumer Affairs(Wisconsin is a consumer orientated state). Also, if Coast Spas has a company agent/rep sell and market their products in Wisconsin, they, Coast Spas are responsible for servicing all products they sell/market in Wisconsin which are currently under a new manufacturer warranty.
Update-I finally was contacted yesterday by a service rep, 30 miles away and he said that he would come out middle of next week. Wow, fast service considering that everything is now frozen. Also, the only part that MAY get replaced is the defective heater. Everything else that was damaged because of a defective part will be out of MY pocket. What a joke! I guess I should have checked the message boards before purchasing from COAST SPAS...Again, nice when new but they are a NIGHTMARE for warranty service.
Update-I did find a service person on my own and will at MY expense get the heater/spa going this weekend. I can not wait for further damage to happen.
Bottom line, buy American. Most American's stand behind their products.