Chapter 4 Topics

4-H: Post-Warranty Predicament

(what happens when the warranty runs out?)

You may find that nobody will touch your tub with a ten-foot pole

Some hot tub businesses stop serving their clients once the warranty expires – you’re on your own after that.  One of the biggest, most successful hot tub retailers in Langley (with their own factory and full parts & service department) refuses to work on their own hot tubs once the warranty expires, even if they’re local.  Their sales staff doesn’t know that. 

You might think, “no problem, just call another hot tub place”, but as mentioned on the previous page, it’s not that simple.  Many hot tub stores refuse to work on competitor’s hot tubs, and some brands need special training to work on. 

Good independent technicians are hard to find, and they are busy enough to pick & choose only the most convenient and profitable projects, so they often turn down work.  They might not service your area, or may be booking weeks in advance.  Since some proprietary brands don’t offer wholesale pricing to independent technicians, they can’t make money on parts, thus are reluctant to work on them.

Heck, even bad technicians are hard to find, and if you manage to find one willing to swing by, self-employed hot tub fixers can be unreliable, dishonest and often incompetent.   You’d be amazed how often people tell us that they called a repairman who took things apart during the initial service call, but then didn’t’ come back to finish the job and were never seen again.   This makes things worse for the client, because most technicians hate taking over someone else’s botched repair attempt and would rather not get involved.

Hot Tubs Galore offers hot tub repair services, but we receive more inquiries than we can possibly take on.  Of course our existing clients will always take priority over cold-calls.  If someone is not an existing client, we reserve the right to turn down work if we deem a job to not be worth doing. 

Cute story: Some time ago, a well-known lady of influence from Shaughnessy Heights called, demanding that we be there at 10am the next morning to work on her hot tub.  Usually people of that caliber have one of their staff contact us, but in this case, she made the call herself – maybe it was her minions’ day off.  I explained that we were busy and could only accommodate our existing clients that week.  She hesitated, then asked, “Do you know who I am?”, with a hint of hostility in her voice.  I confessed that I recognized her name, and she shot back, “Well, do you want my business, or not?”  I replied with something like, “No thank you.  If you are angry about not getting special treatment due to your name, perhaps we may not be a good fit”.   I myself was surprised at my knee-jerk reaction, but I meant what I said.  Experience taught me that very rich powerful people who act entitled from the start, most often turn out to be lousy clients – cheap, demanding, and disrespectful.  After a few seconds of silence, she apologized, thanked me for my candor, and explained that her old technician was “a bum” and ripped her off.  She’d heard from a friend that Hot Tubs Galore were good people, so “would we pretty-please” consider helping her get her hot tub running by Friday, as she was hoping to entertain a guest that weekend.  Her flattery worked – I found a way to make it happen, and she was nice as can be from then on.