Bought a £480 lay-z spa and it's broke!

[Teacher12345]

Direct from lay-z spa so no dodgy in betweeners to blame it on. Plugged it in and we are getting an error message. Found a manual online (because they don't supply them for some reason) and followed trouble shooting. No better. Rang them this morning and she said she would send me a trouble shoot guide and hung up- same one in the manual. This is shit customer service for nearly £500 right? Some are 1k!
She said to reply to her email if it didn't work whiich I did, but now I have to wait for her to reply FFS.

Call them back or wait for an email reply 🤷🏼‍♀️🤦🏼‍♀️

I inted to. That doesn't make their customer service any better though does it?
Reading online last night they get a lot of stick for their shit response to problems.

Have you googled the error code and gone through the possible solutions?

Hot tubs have been one of the boom purchases of lockdown and you can bet that they've been inundated with people reporting errors that are very easily solved by reading the instructions and doing a few easy checks/adjustments that they haven't bothered to try.

Not saying that's the case here, but you can understand them doing it this way if a good proportion of calls to their helpline can be solved with the hot tub equivalent of 'have you tried turning it off and then on again'?

Twitter can be a good way of getting a companies attention.

I have done all their troubleshooting suggestions half a dozen times each.
45 mins after I responded to her email as she told me too, I have had no response which I expected, hence my frustration at this being suggested as support in the first place

I understand your frustration op. In my experience companies can take days to reply to emails which is really frustrating!

When we had ours we found their customer service amazing. We detailed the error code, sent photos of said error code and had a whole new filter issued on 24hours delivery and they would collect the broken one.

What error is it?

Your neighbours will be thrilled. Are you sure they haven’t sabotaged it during the night?

What error code is it?

Put your error code into utube. Had a bloody fault on mine did all the checks put error code online utube tutorial came up Took hot tub pump apart turns out it was hair wrapped around an impeller blade 30 mins in total to fix

There's a good FB site called 'Lay-z-spa hot tub owners & advice group' you can join.

A wealth of information!

Many companies still have staff furloughed and the remaining staff are stressed and under pressure. I dont think complaining after she hasn't replied to an email in 45 minutes is reasonable. How do you know she isn't in a meeting or on calls with other customers? She might have received another 100 emails to respond to between emailing you and you replying. She also might have referred it to someone else (a service engineer?) and is waiting to hear back from them before she can reply.

@UsernameN0Tavailable thats why I think emails are a bad option for support. Surely, staying on the line, talking me through a few things and then submitting a replacement request if we get no further is quicker, more productive and better for customer relations?

Error is E05. Rare apparently and basically means it is broken.

They have said to send pictures etc which I have so I will see what happens.
I will join those groups too thanks.

@Teacher12345 not if they have poor customer support - you would want to log your technical issue via email so there was a paper trail.

@vikingwife a papertrail is useful but emails as the only from of support really isn't. Conversations by email can take hours as opposed to a 5 min conversation.

Have you tried to do a thermal reset?

Yes I have. I have done absolutely everything in the manual.
Still haven’t heard back

Add all those "5 minute conversations" together and they represent a very time wasting exercise for a busy call centre with no documented outcome or paper trail.