Marquis Casual Living

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: ***I am rejecting this response because,
marquis denies that the tub reached boiling, however three sets of speakers completely melted, all the plastics are brittle and break easily in fact your tech broke one while he was here, and the only reason the pumps were changed were because your marquis pumps failed after the first over heating!! all your representatives have been rude and accusatory on the phone, however I have your own tech on video record baffled with the tub and how it was functioning From a business stand point you should want to take the tub and tear it apart to find out exactly why it was doing what it was doing as it is a FIRE hazard!
You have unhappy customers and definitely unhappy suppliers as now they have to take the brunt of the cost for all the service calls and now the replacement of your tub Shameful disregard of your clients
Sincerely,*** ***

Okay We will work with you and your dealer to get you a new spa Although we believe that your spa has been repaired beyond what the warranty calls for, customer satisfaction is of paramount importance to us Obviously we feel some changes need to be made at the site to prevent future issuesI will contact your dealer to discuss the matter

We apologize for the inconvenience this is causing you. For the past several years we have won the best in Customer Service Award in our industry because we take customer service very seriously.
Our dealers are independent companies with no affiliation with Marquis Corpother
than a reseller of our products. Marquis has an outstanding track record of supplying our dealers with the parts and customer service they need to complete whatever warranty work must be done. We are fully stocked and can supply any needed part so I find it hard to believe that the problem is here. It would be helpful to know who the dealer is so we can investigate why they are not able to get the PC Board needed for the repair. You may contact us directly at 1-800-275-so we can help you get this resolved

Dear [redacted]
We are sorry that you have had an issue. We always want to do our best to help our customers but it appears that you have not read the owner’s manual or our warranty because these problems would likely not have occurred if you had.
As we have discussed with you recently, your...

spa did not reach boiling point and in fact cannot get hotter than 118 degrees.  118 degrees is the point where the automatic protection system will trip and protect the tub from damage.
Yes we did send a person to look at your spa but it is the dealer’s responsibility to repair our products in the field using authorized Marquis Parts.  When our representative arrived there were several non-Marquis parts in the spa that likely lead to the problems that you are describing.  Although the tub was working properly when our representative arrived we decided to change out every mechanical component to be sure that the problems you have seen would not happen again and if they did happen again it would be because of an outside force like low / high voltage or lighting which will cause the issues that you describe and are not a problem that Marquis cannot control.   
Except for one pump, every other mechanical component was changed in your spa.  The reason that the one pump was not changed is because of time constraints with draining and refilling did not allow enough time to still be able to test the other replaced components. That is the pump that you claim is now not working.   Also, that is one of the components that is not a Marquis part and is not compatible with our system.   We left the correct pump with the dealer so that they could change it for you when you are ready. 
I would also like to point out that our warranty clearly states the following.  “No warranty will apply to any spa that has been (I) modified, altered or adapted without Marquis Corp.’s written consent;” “(v)used with equipment not covered by this warranty”.  Your spa was modified using non-Marquis equipment that likely caused the problems.  Furthermore, the warranty also states “(vi) No warranty will apply to any spa located on any support surface other than specified in the spa printed instructions.”  Our installation instructions do not allow for setting the unit on bare ground which yours is. 
We also have taken pictures of several components that were damage from chemicals.  The bottom of your cover and the overlay on your control panels have all been severely damage from chemical abuse.  Also another component of our warranty that is excluded and is another factor that will lead to brittle plastic that you have described.
Even though there are several issues created beyond our control that have voided the warranty on your spa we still replaced every mechanical component in a good faith effort to satisfy you.  We have gone far and away above what we are obligated to do under the terms of the warranty.  No further action is required by us but as a further good faith effort we will pay your dealer a service fee to replace the final off brand pump.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Actually the PC board was delivered on 10 Feb and promptly installed, before the deep freeze forecasted over the next few days.  This represents 10 business days since the problem was reported along with the request to obtain a replacement board.  There was a delay, especially if indeed the manufacturer keeps an adequate inventory of these essential parts, but it is not clear where the root cause of that delay come from, whether it would fit under a warranty, transport, or border issue.  I believe everyone acted in good faith in reaching the present outcome and this experience can surely serve in future reviews for improvements to continue in maintaining the best possible quality service and its various intertwine dependencies.
Sincerely, [redacted]