villaora

I bought my Kodiak Legend on the 21st June. On the 22nd it was apparent it was not working. Two weeks ago after a new Onzen unit and salt cell had been fitted.....it stopped again.Today the service guy has just arrived -to inform me that the onzen unit has packed up-and they need to order another one. Brilliant-it could have been an idea to turn up with the spart parts. Not sure if we in the UK are getting components made in China, but I am starting to believe I have been sold a dud. As I have said on a previous post (that I cant find on here!?) , the Tub was delivered with no instructions and what brochures did come with it, did not apply to the UK models....it was also left empty for me to fill and get up and running with no salt provided. It would appear that it was not tested between leaving Canada and arriving at my door. Everything about salt levels and maintaining the water levels etc , I have had to pick up from the internet forum pages and aside from two very helpful( alas over the phone) tech guys at Arctic UK, I have been bitterly disappointed with the overall service . Has anyone else got an Arctic Onzen in the Uk who has had similar problems? or could give me advice? Also when they did come back and fit the 2nd unit, they put salt in with it, but when I measued the salt levels the next day they were up at 6,000ppm...I diluted the spa down to 3,000-3,500 as per Arctics advice,but the service guy told me that the salt cell he removed today had a lot of 'build up' on it?...Are we talking salt build up? scale?...What was going wrong? I am close to asking for my money back and telling them to take the thing back.......

Oh Dear - I am in the UK and attach an e-mail I have just sent to Arctic Spa UK. Its pretty self explanatory - but I have deleted the name of of the supplier of the tub, as although they have been useless- I think the main probelm seems to be Artic Spas general customer support . Onzen seems to be a very new thing for the Uk - unlike state-side where its obvious you have had it available for a while. If someone can explain why the key pad for the UK and the US/Canada are different I would love to know ? : Two weeks ago I took delivery, via XXXXXXXXXXX of my second Arctic Spa Kodiak Legend SE ( the first one packed up after 7 years - hence this time I bought a model with a 10 year guarantee). I bought the most current model available , with aquatremor and the Onzen system. It was installed with no problem- but rather disappointingly - not turned on - thus XXXXX did not fill it and get it running and check all was well- but I knew the basics and thought I would be able to do this myself . However I was also left with no sea salt to activate the Onzen system and the brochures and literature that they left seem to be generic for your general range - and don't cover many of the things that my newer model has: "lastingscent" - This dial is on my hot tub. But not in your brochure. It took me three phone calls to your head office for you to acknowledge that this even exists. My dealership told me that i just added fragrance to the water- whilst initially you told me to look for a small hole to pour the fragrance into. Finally the service guy at your head office ( scottish guy who is very helpful) told me how to unscrew and uncover the bottle and wick that is inside the actual dial . " Onzen" - I finally tracked down the sea salt and have tried to get it working. But nothing. The scottish guy talked me through putting it in a 6 hour hour cycle - but even after that I am left with a tub of murky water with no sanitisation levels. The "onzen user manual" is like the overall "users manual" . Useless. It basically tells me how to use my "north american touchpad". Which I dont have. It also tells me how to check for the ozone being produced - by checking the blue light on my ozone generator. But there are no lights of any colour on my ozone generator . Or I can set the filtration cycle to "FD0".Guess what ? I dont seem to have that facility either. I am getting bubbles out of the 'ozone output' - which the brochure tells me means I AM getting ozone. But your service guy tells me bubbles would come out of here anyway even if I wasn't getting Ozone.. I am inclined to believe him. As I have said, I have had one of these before- so I have some basic idea about what I need to do etc and I realise that once I have this resolved , I will be able to enjoy the tub. However ,if this was my first tub , I would be asking for my money back. I am sure a Spa should help you relax. Not drive you mad. Please send around an engineer with another tub of sea salt and fix it. You get it working. I did not spend GBP 13k ( so that's 23k in Total now) to take delivery of a tub and then to go through some kind of NVQ Spa engineer course - nor to waste my weekend -getting very wound up , with the kids moaning about why they cant get in the tub - nor my wife moaning - as she will do - that she may have to stay in for 8 hours waiting for your engineer to turn up.