Any ideas on how to proceed?
We installed a Jacuzzi J-Dream about 22 months ago. First the steamers were bad–took 9 months and two replacements to get one that worked. A hinge was broken. The paint is flaking off the bars on the shelf. The silver is flaking off the mirror. It leaked through places they didn’t specify caulk. And now we’ve discovered a big crack in the acrylic along the back of the unit.
I reported some of the problems along the way. Others I didn’t be/c they have no 800# support, and for a flaking mirror, it’s a long wait to get no service.
They were not at all nice on the phone. Said the warranty’s a year and that’s going above and beyond the call of duty, and “do you have any idea how much those steam units cost to replace?”, and it’s your tough luck that you didn’t notice the crack while you were in the warranty period, be/c there’s nothing we can do not. When I said that I expect a little more cooperative response when I pay $7000 for a shower unit–[we’re all entitledd to a foolish decision now and then]–he said, “I know how much they cost.”
Got really pissy when I told him I’d make sure none of my houses under design used Jacuzzi products. He said, “Why would I help you if you threaten us?” I said, how were you helping me before? He said there’s no one else to talk to be/c he’s as high as it goes in customer relations.
Any ideas on what to do next that’s useful? It pains me to throw this thing out and pay all over for something that works, but it looks awful anymore and now it’s gonna leak through the crack. I wish they’d buy it back, even depreciated, but they don’t even say anything nicer than, “You’re out of warranty, there’s nothing I can do.” Four Jacuzzi products and each is an absolute piece of junk.
Replies
There's always someone higher than the guy your speaking to. Who cares about the "Customer Relations" department's chain of command.....if he's the highest there your done with that department.
Try their Marketing Department. Tell them that you are a builder that is interested in using their products, however you are having a severe disconnect on the quality and service of your own personal unit. Marketing sees additional sales, if coercing the Customer lack of Service department is in their best interest they will do it. Marketing's entire job is to make sure you buy their products and are happy with them.
SJ
Who did you get this from? What does the dealer have to say
Chairman, President, & CEOabout it?
Any way I would start with Roy Jacuzzi, Chairman, President, & CEO, Jacuzzi Inc.
Start with telling hime why you bought Jacuzzi, "The Genuine Brand", "a company on the cutting edge of water innovation" (but don't get cut on the sharp edges).
And send a copy to David H. Clarke, CEO, U.S. Industries, 101 Wood Ave, South Iselin, NJ, 08830. That is the parent company. Also CC the local dealer.
IIRC, Jacuzzi sold out to another company, and the good people from Jacuzzi went and started a new outfit called Jason.
-- J.S.
That information was what I got off of their web site. There is current a Jacuzzi that is CEO.
But I checked and are Jacuzzi's that started Jason a number of years ago.
And the Jason units are lots better quality!
Thank you for the ideas. As I get over my irritation and turn to action in the next day or so, I'll follow up on the advice and let y'all know what happens.
It took till today to get any real action. I worked through the distributor be/c they're interested in having me bring customers of any local house designs I do to them. I didn't really threaten them with going elsewhere (yeah, like I have a lot of pull) but they are trying to be nice. That's Ferguson Enterprises, which is all over the East.
They got the local Jacuzzi rep to visit today. Nice guy. He'll be sending me parts (new mirror and towel bar) and arranging for an acrylic repair guy to fix the crack (Ferguson will pay.) Made notes on the other problems.
Had a nice talk about quality and such. I learned that there's a new guy in charge at HQ, there just a month or so, and he's had a big impact. Mfg bkg, so emphasis on quality, good design, reliability. Saw the new line they're coming out with, and boy is it nice. I am still ticked at them so I don't wanna be recommending them to clients, but I also wanna tell clients about the good stuff out there, so I'm conflicted. The new shower units use Hans-Grohe body sprays and such, and have a much cleaner, smarter design. I asked if he would replace my unit with one, but that woulda exceeded his authority. Darn.
Anyway, that's the update 10 weeks later.
Thanks for the update.
Andy Engel, The Accidental Moderator