carriebelinda

Once again, I am sorry for the troubles you have been having with your onzen system. I do understand your frustration at having to change out your water so many times. It is inconvenient. To be clear we have not recalled the earlier onzen systems, because although there seem like many through reviewing the forum here, statistically the number of spas with problems with the onzen system compared to the number of systems in the field (there are more the 4000) is still rather low. There have been a number of other issues that contribute to many of the problems reported which have made solving individual issues challenging for us. Hence the number of revisions....Each one improving on some particular issue of performance for the system. Now we did test the system considerably before introducing it to the market. Unfortunately, few issues cropped up in the testing phase. Again, I am sorry for the difficulties you have been facing with your onzen system. If you can send me your serial number I can look into it further and see where we are at. Kind regards, James James, i must say that my tub water is clear, my levels are good and it seems to still be working properly, however at the end of my rant in november I asked about a filter problem someone else mentioned so I could get ahead of it if there would be a problem. You didn't answer that question so I spoke with my dealer and they said we should be fine and guess what happened I started finding little pieces of the filter in my tub. I removed it and it looks like its been chewed can you explain why this has happened. I have put in my reuseable filter but I need to know whats happening. I called the hamilton store all the reps were busy so the message says I can press 1 to talk to another store it sent me to Burlington. Their message said they were closed which is funny cause it was 6 pm and the message said their hours were till 7 pm. whatever, just please if you know the answer let me know

Yes it is true that James is all over this site and yes he is helping ONE CUSTOMER AT A TIME. However it is my understanding that JAMES is an owner not a dealership owner BUT AN OWNER of ARCTIC SPA .......SO I ASK THIS. If my understanding is correct and he is an OWNER why no recall, why no I am so sorry we rushed production and we were not ready. We appoligize for your inconvience (mine being refilling my tub 6 times in the past year) (one, tube collapse because a little peice of plastic was installed at the factory backwards had to refill) (one electrical failure wrong size connectors connected together at the factory refill) (one no bromine producing water looked like potato water after it starts to boil refill) (one retrofit refill) and (one re retrofit onzen 7 refill)(one being the original fill) I am on a water metre this is costing me money, now imagine filters salt chemicals, sometimes replaced by them sometimes out of our pocket. James do us a favour RECALL, Acrtic spa makes TERRIFIC SPAS, I LOVE MY TUB and by a businss stand point (and yes we have our own business) It will save the name ARCTIC SPA. The onzen system has WAY to many problems, kinda reminds me of the Mac PC commercials and PC is just at #7 now and its been years, its only been what a year and a half for onzen and we are on #7 already. I have not always had the best service through the service center call center(Burlington) one girl who answered when I asked for a retrofit was furious that a Hamilton store salesman told me there was such a thing and told me and I quote "there is nothing wrong with the onzen system" I told her "I could read". However Mary is very pleasant and has been a great help INFACT she is the only reason I was willing to try #7 and believe me I will not do #8 we will switch systems. The service guy NORM( I ask for the same guy everytime because he knows how angry I am and I don't have to go through the whole thing again) is wonderful unfortunatley he can only work with what you give him. I've seen him SOOOOOO many times I think I should invite him for christmas dinner or at least send him a christmas card. We bought through the hamilton mountain store and they too have been great even when I went there one day and went up one side of Trever and down the other because AGAIN it was broken. Please help us ALL OF US RECALL also I was not given a different filter is this something that i will also experience if so tell me now so I can go get it before it causes a problem.

we have an onzen tub (nothing but trouble) We were retrofitted Septmber 21, 2009. Today I called service because the water has gone to crap again and they tell me that for the last 3 weeks they have been retrofitting again this time with something called the onzen 7 and they assure me (pause for synical giggle) that this will be the answer. So good luck to you guys and I hope they come up with something soon or else I own a $15,000.00 planter

I have an Arctic spa summit with onzen, bought in October 2008 and was retrofitted yesterday, had to empty tub and plumbing was done, out of the year we have had it it has worked for approximately 3 months not consecutive either. have emptied and refilled 5 times and have had service 6 times. Something thats suppose to relax me is slowly driving me crazy, would love to hear suggestions on what to do