Atali Awa

Hello Spa Forum!!! Many of the regulars may remember the problems I was having (and reporting) last year... Just wanted to let everyone know that my new spa has been in service for almost 6 months. It runs and works perfectly with zero problems or issues. My dealer and I have fostered a great relationship and I could not be happier... Many thanks to all who helped (especially Tom). Atali Awa

I have positive news to report... The subject dealer has a new sales manager who has contacted me and offered to replace the spa and the chemicals. We just had a very productive telephone conversation and will be meeting tomorrow morning to finalize the details. We also share a common goal in wanting to mend our relationship. Stay tuned... I'll keep you posted!!! Talked to my dealer this morning... The new spa will be delivered a week from tomorrow and we are really looking forward to it. The 2007 design changes look really cool. We're also building a 400 sq ft deck above the spa at the end of June... I'll wait until it's finished to post the pics.

If you ban him, you will not have an opportunity to see what's going on and will lose the opportunity to respond. As a relative newcomer to the forum, it sometimes makes interesting reading. Besides, if you can't spot the BS in those threads, you might need to attend some remedial BS training.

I met with my dealer's new sales manager this morning and we worked out a solution. They are ordering a new replacement spa and replacing the chemicals at no charge. They also asked if I wanted any upgrades, color changes or anything else different from the original. As I had said before, I shopped carefully before making this purchase... The tub design, cabinet and color were exactly what we wanted. However, after seeing the new 2007 model in the showroom, I couldn't help myself. The new spa we have ordered will have more jets, ozonator and the Northen Lights (Summit Extreme). The 2007 styling changes are really nice. I paid the dealer his asking price for the upgrades as he was good enough to replace the spa (and to help offset his loss). The new chemical system suggested is name branded "Brilliance", is a chlorine system, will be using a silver/copper filter insert and enhanced by the ozonator. It appears that we have the basis to develop a long lasting relationship. I'm now a happy customer and can't wait to get the new spa. Thank you to everyone who played a part. From Atali Awa, Sept 4, 2007, via email: Hi Tom... Thought you'd like to know that I've had the new spa for roughly five months now. We've had zero jet failures, zero problems and we are really enjoying the tub. You guys have a great product and I'm happy we chose Arctic.

Pike's Peak is the view and the bar's wet... C'mon over!!!

You're absolutely correct, Dr. Spa... It appears that it's all a non-issue. The dealer's new sales manager has offered to replace the spa and the chemicals. He seems to be a great guy and we're off to a new and wonderful relationship. Give me a little time to heal and I will most likely grow to be an Arctic advocate. Thank you for your support throughout this ordeal.

I have positive news to report... The subject dealer has a new sales manager who has contacted me and offered to replace the spa and the chemicals. We just had a very productive telephone conversation and will be meeting tomorrow morning to finalize the details. We also share a common goal in wanting to mend our relationship. Stay tuned... I'll keep you posted!!!

I made a mistake referencing Baquacil one time and now it's the basis for the dealer's response to the BBB. Please post your attachments... I'm interested in seeing how they compare to the printed reports your boss gave me. Maybe you should go ahead and post the link to the BBB complaint as well... I'm pretty sure you'd get some interested readers from this forum. Five months, more than 90 jet failures, dealer recommends wrong chemicals and both the dealer and manufacturer attempt to discredit consumer. Dealer blames plastic until manufacturer councils dealer... Now it's the consumer who is too dim to follow dealer's erroneous direction. According to you, I guess I'm not entitled to be upset.

There's been an unofficial offer within this forum but no resolution or settlement (no contact from the BBB or dealer)... You can see the last post on "Arctic Spa Jets - is anyone else having failures". The one thing that has not been addressed by the involved parties is the long term effects of Baqua on this particular spa. I received a PM that I had been banned from the forum... Not sure why or how I got the reprieve. I suppose I owe the moderators a thank you.

For some reason I now seem to be able to post (thanks)...

If you go back to one of the original posts, I explained in detail that the control unit delivered was the older model and not the current model (the one I was shown and sold - I've heard this referred to bait and switch). Arctic did in fact send the dealer out to replace the unit with the current model. I mentioned this again to remind readers that the jets have not been the only issue. I have demonstrated patience and a positive, helpful attitude in trying to get the problem resolved. I have consulted with my lawyer who has consulted a larger firm specialized in such cases. The state attorney general is aware and monitoring. Against the advice of council, I am trying to keep this out of the courts. I have not brought this into the forum discussion because the dealer and manufacturer will view this as a threat... From my view, it's a possible consequence.

I have repeatedly and exhaustively asked what other components are in contact and affected by the Baqua. Arctic and the dealer ignore the request and refuse to reply. They appear to be hoping that I will lose hope and settle for the replaced jets. This will release them from any liability when other components begain to fail. If what they are saying about the Baqua is true, any part of this spa made from a polycarbonate type material will eventually embrittle and break. I am not a litigous person and have never been a party to a legal action. No offense to the legal community but the best way to resolve a situation like this is between the involved parties. There is no way I will come out of this a winner financially. The best I can hope for is to help keep other consumers from falling into the same trap. Arctic clearly underestimates my resolve.

"If the customer's expectation is to have the spa replaced or his money refunded because of a chemical problem, we feel that these are unreasonable demands. The dealer has offered us evidence of chemical imbalance. Any dispute over this is between the customer and the dealer. "There has been an offer on the table for some time. Arctic has offered to replace all the jets in his system, free of charge, provided that he drain his pool and switch to a bromine system. This offer exceeds our requirements under the warranty. If the customer continues to reject this offer, we are at an impasse." -- Statement issued by James Keirstead, owner and VP Marketing A failed control unit on start up, 90+ jet failures in the first 5 months, a dealer recommending the wrong chemicals and then the dealer and Arctic attempting to pass this off as consumer negligence. Who is being unreasonable???

This quote is taken out of context and I'm not sure why it is important at this stage. The dealer had me contact Beau back in January (you know, back when your dealer was still blaming the Chinese plastic jets). Beau's phone call to me on or around April 13th was so he could yell at me for filing a BBB complaint. You have said from the first contact with me that you could not be involved in working out the solution (I see similiar disclaimers mentioned on all of the Arctic problems that you have responded to on this and other forums). You can ignore the statement, Tom... It's just another unreasonable request from the consumer.

What is unreasonable about this situation is more than 90 jet failures in less than 5 months, an Arctic dealer selling and recommending a product that Arctic says is wrong and then teaming up to blame and discredit the consumer.