vbfdsooty Posted August 3, 2007 Report Share Posted August 3, 2007 The problems with my D-1 Nautilus continue and I am hoping someone can provide some insight. I had two new pumps installed the first week, new control panel, and other repairs. Now four months after installation, one of the pumps will come on with very little flow and cut off immediately. The breaker trips, but only while people are in the tub. I am just about ready to seek legal help to recoup some of the $10K I spent on this spa. Any and all advice is appreciated. Quote Link to comment Share on other sites More sharing options...
Spamaster101 Posted August 3, 2007 Report Share Posted August 3, 2007 If the dealer is being good about getting out to look at it I would let them do their job. Until someone looks at the spa you do not even known if the spa is defective. There could be breaker and filter issues. If the issues are spa related I still would let them fix it and see how it goes, most likely you will not have any other issue real soon. Quote Link to comment Share on other sites More sharing options...
meriflower Posted August 3, 2007 Report Share Posted August 3, 2007 I know exactly what you are going through! I had something similar happen with our first Marquis, it was a 2004 Euphoria. The #1 pump kept going out. The only time that it would trip our breaker was when the control board had a problem. Sounds like the dealer will have to come out and replace the pump and the control board again. Hopefully you are still under warranty. What happened with our Euphoria, after numerous repeat problems primarily with the pumps we went to our dealer with a list of all the repairs and said that we were not happy. We spoke with the owner of the dealership and we kept it nice. He agreed with us and called Marquis. Marquis bought back the Euphoria, no questions asked, and gave us a 06 Epic. So for us it was really Marquis that backed up their product and wanted to keep customer good will. I have never dealt with D1 but they are one of the major brands out there so hopefully they will come through for you as well. Good luck and keep us posted! Quote Link to comment Share on other sites More sharing options...
Pathfinder Posted August 3, 2007 Report Share Posted August 3, 2007 Sounds like a board issue or something is wrong with your intial wiring to the spa. With all of that being replaced it one or the other. I would ask for another tech or have your electrician who did your wiring come out and test everything. Quote Link to comment Share on other sites More sharing options...
TravelingSpaGuy Posted August 4, 2007 Report Share Posted August 4, 2007 I would also suggest to have an electrician come out...D1 is my personal favorite spa as far as being reliable...D1 and Hot Springs are the only spas I will sell on the road and actually let the customer have my cell phone number : ) It could very well be just a mistake by your original electrician. Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted August 11, 2007 Author Report Share Posted August 11, 2007 Quick update. The dealer has not been out yet after promising to be here on Monday, Wednesday, and Thursday(it is now Saturday). I am getting fed up with this. The filter cycle will not work since pump one will not run properly. This is resulting in stinky cloudy water. I sent an e-mail to D-1 to see if there is an inherent problem with the pumps on the 07 Nautilus. The reply was that my tub was not registered (actually it was) and that they couldn't help me until it was. So I re registered it and have not heard anything since. It has been 3-4 days since I have heard anything from the dealer or D-1. Keep in mind that this is a 4 month old spa. Nothing but problems and it seems I have a dealer who is not appreciative of my business. It was sure different when I was shopping for the spa. Quote Link to comment Share on other sites More sharing options...
thestallion Posted August 11, 2007 Report Share Posted August 11, 2007 Quick update. The dealer has not been out yet after promising to be here on Monday, Wednesday, and Thursday(it is now Saturday). I am getting fed up with this. The filter cycle will not work since pump one will not run properly. This is resulting in stinky cloudy water. I sent an e-mail to D-1 to see if there is an inherent problem with the pumps on the 07 Nautilus. The reply was that my tub was not registered (actually it was) and that they couldn't help me until it was. So I re registered it and have not heard anything since. It has been 3-4 days since I have heard anything from the dealer or D-1. Keep in mind that this is a 4 month old spa. Nothing but problems and it seems I have a dealer who is not appreciative of my business. It was sure different when I was shopping for the spa. D-1 I have always understood to be a good company, I am surprised that they have not been on top of this for you in a more diligent way. It would seem that since it is a new spa that after a reasonable amount of attempts to fix your problems they would exchange your spa with a new one provided they have tried to get this one right. Quote Link to comment Share on other sites More sharing options...
kevinv18 Posted August 12, 2007 Report Share Posted August 12, 2007 is the dealer a dimension one dealer or a third party dealer selling dimension one spas? Quote Link to comment Share on other sites More sharing options...
soakerman Posted August 12, 2007 Report Share Posted August 12, 2007 Return the spa and get another one, apparently you have a lemon. I am not implying d-1 is a bad spa but the one you have apparently has issues. any respectable dealer would swap it out for you I would think. Quote Link to comment Share on other sites More sharing options...
Pathfinder Posted August 12, 2007 Report Share Posted August 12, 2007 I would also suggest a return if it were plumbing or structural. But in this case a complete spa pack change sounds to be in order. Its simply easier and more beneficial to change the whole pack than just the board. Quote Link to comment Share on other sites More sharing options...
meriflower Posted August 14, 2007 Report Share Posted August 14, 2007 vbfdsooty - Have you heard anything yet from your dealer or D1 about the issues with your Nautilus? Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted August 15, 2007 Author Report Share Posted August 15, 2007 Dealer finally showed up yesterday, but the technician was only there to replace a $3.00 light cover. He knew nothing about pumps etc. So I got on the phone to D-1 and to the owner of the dealership. I basically told them to fix it or come and get it and that I was very dissatisfied with the service. The dealer said that he and D-1 decided it is a board problem and were working on a fix for it. Low and behold the technician showed up again today and replaced pump #1 again. Go figure. Only time will tell on this one. It seems to be working at the minute, but as history shows, that could change any time. I'll keep my fingers crossed. Quote Link to comment Share on other sites More sharing options...
Pathfinder Posted August 15, 2007 Report Share Posted August 15, 2007 This isnt making any sense. If its a board problem why doesnt the owner of the store switch out the whole pack. This kind incompetence irks me and another reason why the industry is getting a bad rap. Theres no need for you to sit and wait for a fix thats for D1 to figure out when they get the board back. Quote Link to comment Share on other sites More sharing options...
104 Degrees Posted August 15, 2007 Report Share Posted August 15, 2007 Dealer finally showed up yesterday, but the technician was only there to replace a $3.00 light cover. He knew nothing about pumps etc. So I got on the phone to D-1 and to the owner of the dealership. I basically told them to fix it or come and get it and that I was very dissatisfied with the service. The dealer said that he and D-1 decided it is a board problem and were working on a fix for it. Low and behold the technician showed up again today and replaced pump #1 again. Go figure. Only time will tell on this one. It seems to be working at the minute, but as history shows, that could change any time. I'll keep my fingers crossed. If its a board why replace the pump?? Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted August 16, 2007 Author Report Share Posted August 16, 2007 If its a board why replace the pump?? My question exactly. Their solutions to my problems change on a daily basis. I purchased my spa from this dealer due to reputation and time in business (over 25 years). I learned that this is not always an indication of the service you will get once they have your money. I was made a lot of promises that never materialized. I am learning a very costly lesson now! Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted October 12, 2007 Author Report Share Posted October 12, 2007 Update on the D-1 Nautilus. I filed BBB complaints trying to get this problem resolved but the dealer refuses to recognize the problems that I have had and Dimension Ones refuses to even respond to my complaint. I have a six month old tub that has had many major systems replaced multiple times. I thought I purchased a tub for relaxation, but I can not relax with a 10K purchase that works intermittently. I am dumbfounded that a company such as D-1 refuses to even respond to my concerns. The service after the sale (excuse my French) SUCKS. If anyone has the inside scoop on D-1 and their customer service practices, I would be interested to know. The tub is currently working with some minor problems, but one would figure that with the problems that I have had that D-1 would make some concessions. I am a first time spa owner and have had a very bad experience. I am sure that D-1 is a great company with a great product, but with what I have experienced I must say "BUYER BEWARE." Quote Link to comment Share on other sites More sharing options...
D.P. Roberts Posted October 13, 2007 Report Share Posted October 13, 2007 The tub is currently working with some minor problems, but one would figure that with the problems that I have had that D-1 would make some concessions. That's really too bad, sooty. Your post from August 15 seemed to indicate that things were going okay after the most recent fix - what's it doing now? Quote Link to comment Share on other sites More sharing options...
TravelingSpaGuy Posted October 14, 2007 Report Share Posted October 14, 2007 if you dont mind me asking where you live I would like to know, I have worked alot with d1 and might beable to try to make a call for you to see whats taking a while...you got a wonderful spa and your story is one that is very rare. Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted October 14, 2007 Author Report Share Posted October 14, 2007 I live in the Virginia Beach area of Virginia. Any help you could provide would be great. I really like the spa, but I just wish that my experience would have been better. I certainly did my research before I bought my spa and D-1 was the best that I have found. Thanks in advance for your help. Quote Link to comment Share on other sites More sharing options...
DeanandNancy Posted October 14, 2007 Report Share Posted October 14, 2007 Hello vbfdsooty. I've been a casual browser on this board but your posting finally compelled me to join the forum. If it's any consolation, we're having a similar frustrating experience with our brand new Artesian Quail Ridge which has been sitting empty on our deck for the last four months. We're now going through mediation (chargeback) with VISA and expect resolution soon. Bottom line, the dealer contends our problems are minor in nature (despite several tech visits and escalating problems after each visit) and he has offered nothing in terms of customer service/satisfaction. Artesian has pushed all of the problems back to the unresponsive dealer so we were left with no choice other than to return this lemon and start all over. Ironically, we have been seriously considering D1 but after reading your tale of woe, we'll definitely rethink that option. We'll post our long horror story soon. Note to all new buyers; keep meticulous notes about who said what and when, repairs, phone calls, photos. We kept notes when we started having problems with our brand new tub and it turned out we needed them to support our case for return and refund of our $$. Best of luck to you!! Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted October 15, 2007 Author Report Share Posted October 15, 2007 Don't get me wrong, D-1 has a great reputation, but I have been unfortunate enough to have a bad experience with one of their products. The problem that I have is that D-1 refuses to even respond to an official BBB complaint. They have sent them multiple requests with no response as of yet. The dealer has finally contacted me today to resolve the dealer issues (I filed a complaint on them as well) and is coming out this week to take care of things. I am hopeful that all of the issues will be resolved and I will have a place to go for a relaxing experience and not a large fishbowl in my backyard. Your advice on keeping notes etc. is good advice. I had many emails that I was unable to produce because I never thought I would be in this position, lesson learned. I'll let you know if D-1 ever decides to respond to the BBB or myself. Quote Link to comment Share on other sites More sharing options...
TinyBubbles Posted October 15, 2007 Report Share Posted October 15, 2007 Sorry to hear about your problems. I'm sure every manufacturer has consumers with horror stories. I'm sure D1 is a great brand and you just got a lemon. It goes to show how important your dealer is. I hope they fix everything to your satisfaction. Quote Link to comment Share on other sites More sharing options...
vbfdsooty Posted October 18, 2007 Author Report Share Posted October 18, 2007 D-1 Finally responded to my BBB complaint and in no uncertain terms said that I was an idiot and offered nothing to me for the trouble that I have had. Even before I had a chance to respond to them, they wrote "we consider this case closed". I let them know that I was not happy with the experience that I have had. To give them some credit, the tub is now working and the dealer has become responsive since I filed my complaints, but I don't think that a $10,000 purchase should cause anyone this much grief. A lesson to all "make sure that you research your dealer as well as you research the manufacturer of you new tub as it makes all the difference in the world to have a dealer who stands behind their product". This is something that I have not experienced. The dealer is supposed to be here tomorrow to fix the current problems, I'll let you know if they show up. Quote Link to comment Share on other sites More sharing options...
Brulan1 Posted October 19, 2007 Report Share Posted October 19, 2007 Hello vbfdsooty. I've been a casual browser on this board but your posting finally compelled me to join the forum. If it's any consolation, we're having a similar frustrating experience with our brand new Artesian Quail Ridge which has been sitting empty on our deck for the last four months. We're now going through mediation (chargeback) with VISA and expect resolution soon. Bottom line, the dealer contends our problems are minor in nature (despite several tech visits and escalating problems after each visit) and he has offered nothing in terms of customer service/satisfaction. Artesian has pushed all of the problems back to the unresponsive dealer so we were left with no choice other than to return this lemon and start all over. Ironically, we have been seriously considering D1 but after reading your tale of woe, we'll definitely rethink that option. We'll post our long horror story soon. Note to all new buyers; keep meticulous notes about who said what and when, repairs, phone calls, photos. We kept notes when we started having problems with our brand new tub and it turned out we needed them to support our case for return and refund of our $$. Best of luck to you!! See people it is very important to keep all service tickets and paperwork for your spa in one folder. D1 and artesian are great companies and I am very suprised to hear that but things can only get better now. I am very shocked. Quote Link to comment Share on other sites More sharing options...
kengorman Posted October 19, 2007 Report Share Posted October 19, 2007 Hi, I'm a bit confused. You wrote To give them some credit, the tub is now working and then later in the same post, you wrote The dealer is supposed to be here tomorrow to fix the current problems, If the tub is now working, what are the current problems? Ken Quote Link to comment Share on other sites More sharing options...
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