jennifer57

Biz, HTS was just out and took measurements of my tub. He's to call me back some time today to let me know when he's coming back to install insulation panels.

Yes, a cover is to be included with the sun peak. Call customer service right away.

The tech was here today. We're finally back up and running yay!

Where do you live? I will install the parts at no cost. That's how I treat my new and return customers in my service business. I use this approach to gain business, pro-bono pays in the long run. I may not be the cheapest bid you get but it WILL be done RIGHT, and it WILL be backed 100% with drop everything service!! Because you, my customer, is what is important to me. Please tell your friends. What a sales pitch that was!!! LOL...yup, that would've been a great sales pitch!

I almost did just that.... On monday I informed Costco & infinity that if the parts were not at my door by friday then they were to come pick it up. Enough was enough at that point. I guess that may have woke them up a bit. The tech called me back a little while ago and he plans to be here tomorrow in between 11 and 12. Yay!

I agree with you...nothing should be on backorder & yes, it has ticked me off, however.....let me tell you why I even decided to buy from Costco and maybe you will understand why I went that route..... I first visited the Artesian dealer and left frustrated and also intimidated. The guy was worse then a used car salesman! He would not give me any quotes on prices at all. He acted very aggravated when I asked for prices & also when I mentioned wanting to do some comparison shopping. After looking at the ones in the store that had lounges he told me I didn't need a lounge and would be better off with one that didn't have one. Who the hell did he think he was to tell me what i did or did not need? I left the store even more confused about spa purchases then before I had entered & still with no knowledge on the prices of any! What kind of service was that? Surely, all dealers do not treat their customers like that BUT that was enough of a bad experience for me that made me start shopping online. Bottom line is...some people do get bad service at a dealer as well. It's not just from online companies.

The parts arrived! Now I'm just waiting on the tech to call me back to schedule. Hopefully he can get here soon.

Latest update....I called costco's buyer person yesterday....since he was off, I talked to his assistant. This guy helped tremendously! He got ahold of Laura at infinity (this was something I tried to do myself but couldn't get anything other then her voice mail) anyhow, she took over everything. She contacted the TX location and apparently they hadn't shipped anything yet at that point (this was around dinner time last night)....so she said not to bother as she was going to ship the parts from her location in TN. They were suppossed to be shipped this morning via overnight UPS so then are to arrive here tomorrow (wednesday).

Here's the latest....I called this morning once again and talked with the tech guy Scott at the TX location. He stated the ozonator is what is backordered. I said that I was told it was the heater that was the hold up. He said the person I talked to was Anthony and since that guy is new...he probably made a mistake when he told me. Anyhow, I demanded (nicely of course) that the control pack w/ heater be shipped overnight & then the ozonator once they would get that part in. He acted like it would be horrible to break up the order into 2 shipments....but could be done. (Gee...why didn't they do this from the beginning????) He then said the best he could do is 2 day UPS shipping. I said I want overnight as I know from others they have shipped that quickly..but again he shot me down. I asked to speak with the supervisor but he was suppossedly on another line and I was told he would make sure he called me back. UPS arrived a few minutes ago with another years supply of chemicals LOL It said on the paper inside this was to make up for late delivery of parts. It's ironic as I recieved a one year supply of chemicals after the spa took so long for delivery and now here's another for this problem. At least I'll be stocked up on chemicals I guess. What's further ironic is how I recieve these chemicals to "make up" for it...yet the parts of course still arn't here. I'm going to call them back again to see if I can get this supervisor on the phone. It's been a few hours now so he should've had the time to call me back by now. geez! I'll mention to him about what you said jeff...about keeping the old heater tube assembly. I'm also going to ask him if this is their normal way of servicing customers even if it were winter time currently. After all, sure another years worth of chemicals is good but it won't be so good if it were winter and my tub froze up! How would they "make up" for it upon that happening?

I have demanded the overnight shipping but they say the heater is back ordered so there isn't one there to even ship. I'll be calling every day till the parts get here. I talked to their "on call" person today but they claimed they don't have access to the computer to check on anything. The whole thing is very strange.

Well...here it is day 12 since the parts were suppossed to be shipped and they still arn't here yet. I called infinity 2 days ago to ask for the UPS tracking # and was told they still havn't shipped them yet due to the heater being on back order! They had no idea on a time frame for how much longer this was going to be. I'm very glad we're not in the middle of winter!

Thanks for the website Jeff. I definately will be ordering one. It will give me peace of mind to have one on hand for when it's winter again.

Update! The tech was out today. The heater element is bad. He also saw the ozonator is missing the green ground wire!!! Infinity is sending me a new heater element, ozonator, as well as a control pack too. They said if the heater needs to be replaced then it will void the warranty if the control pack is not replaced as well. So another 5-10 days they estimate for the parts to arrive and then to wait on the tech to install them.

There is a pretty good article on "false trips" here. Scroll to the "Ground Fault Safety considerations:" section. Without actually being there, I would guess a problem with the wiring. The fact that after the electric installation you had problems with your refrigerator tripping the GFCI is a red flag. I would track that down first. An incorrectly wired white neutral wire will cause nuisance or "false" trips. Your spa could be working for a while and then randomly will trip the GFCI. Note also that many breakers need to be moved all the way to the "off" position before being reset back to the "on" position. They simply can't be moved from the "middle" position back to on. Please keep us updated. Regards, Ken Infinity is sending a tech out...unsure when at this point, waiting for the tech to contact me. Thanks for the article Ken....i can't get it to come up though. I'm wondering about the wiring as well. My husband said it looks odd that the wire conduit coming from the house to the disconnect box is small sized but then the conduit from the disconnect box to the spa is larger size. Is that normal for 2 different sized wires to be used? I thought it had to be the same wire thru-out. Guess I'll see what the tech thinks and go from there. I'll update as soon as it's figured out. thanks for all the help everyone

Well that lasted long. Tub is dead once again. :"( It won't reset. I'll call infinity again in the morning and will update after.