Grinz

That's exactly what I was hoping. I figured only the people that had problems posted in the forums, and that for every one of those people, there were probably 99 people out there that had no problems and you just don't hear from them. Well, I bought the tub and guess what, it had problems. For all you people out there waiting for the tub to arrive, or wondering whether to buy the tub, just make sure you EXPECT there to be issues, but take comfort that the issues will be fixable and that you will have saved $2K. I think that a much smaller percentage of people will have bigger issues that they won't be able to fix themselves. This may be a real hassle because you will have to work with Infinity long distance to get it resolved and, depending on where you live, this could range from "kind of a hassle" to "major pain in the arse." Personally, I'd say $2K is worth this gamble. Call Infinity and ask them to look up in their computer the local service company that they contract with in your area. Then call this local company and ask them what kind of service they do. In my case, there is only one local company that Infinity knows about and when I called them, they said they ONLY do shell repair. If I have problems with my electrical or plumbing that I can't fix myself, I'm going to be in a pickle. Infinity said they would figure something out, but it would take a while. I haven't heard from them in a couple of weeks and when I call them I just get put on hold forever. Fortunately, my tub is working ok right now and I have been really enjoying it, but there is a potential disaster brewing here. I ordered my Infinity Laguna online from Costco.com on 8/2. I recieved an e-mail from Costco on 8/8 telling me the item had shipped. I was pleased. The e-mail stated "allow 5-7 days" for shipping to the local distributer. After 8 days and no word on the SPA, we e-mailed Speedy SPA delivery who was listed as the shipper. We received no reply. We e-mailed twice more over the next week, again with no reply. Finally, on 8/27, I was able to get speedy spa delivery to call me back and they were rude and disrespectful on the phone (as if this woman had been fielding these calls all day). The Speedy Spa Delivery representative told us they item had not left the factory. So I called Costco and after holding for 30 minutes was told that they were unable to contact the manufacturer and would send this matter to the "resolution team" and get back to me within one to two business days. 2 days later and still no call, so I called them again, same answer, "unable to contact the manufacturer, we'll send hand this off to the resolution team". Now I am getting slightly irritated. I stated that I called before and the matter had already been handed off to the resolution team and now I would like to speak to a supervisor. Finally after waiting for 30 min a supervisor came on the line and stated that infinity had in fact sent a shipping message to Costco and that they were confused as to why Speedy Spa Delivery was telling me the item had not been shipped (Costco policy is to NOT charge your credit card until the item has shipped). They said they would get to the bottom of it and call back later that day. Guess what, no call later that day. I called again the next day and finally got a lady at Costco with a clue. She was not a supervisor but should have been. She was courteous on the phone and said she would get a supervisor to call me back that day and she would also follow up with me. Well, she called me again to check on the status but the supervisor did not. Finally got a call from a costco supervisor last night telling the "the item was damaged in shipment" expect 3 more weeks for delivery..........and I say......WTF@!@##! Speedy SPA delivery never came clean on this even. Costco had no clue what happened and it took at least 4 calls and two hours of hold time with Costco.com customer service to finally get an answer. Infinity SPAs (the manufactuer) called me, apologized for the inconvenience and offered me a token SPA maintenance kit to comp me for my hassle. Sooo, I havnt even recieved my SPA yet and I am already frutrated beyone comprehension. So do I wait 3 more weeks or cancel my order with Costco and chalk it up to being cheap and trying to buy a cheap SPA online to save a few bucks?? Based on the fiasco I have experienced to date, I am leery that future customer service with Infinity and/or Costco is going to be marginal at best.