August 10,
2007
James
Arjuna, President
Haven Spas
Dear Mr.
Arjuna,
I wanted to
thank you for the personal
support you have in regards to the Haven spa we purchased.
Let me
start with a little background: 4 years ago I began looking at
purchasing
a spa. Using the internet I quickly became overwhelmed with all
the
choices, options, models, features and selling points that each
manufacturer
offered. Then I looked into your website and noticed it was
different.
What intrigued me most was the amount of detail that was offered as to
what
each choice, option or feature really meant and what benefit or lack
thereof
could be expected. The wealth of information was impressive, but
I was
unsure of what to do with it all! So I called your company on a
Saturday
morning and you answered the phone! In this day and age having
the head
of a company answer the phone is unusual. And what’s more your
command
of information on your spas, what made them different and why they were
better
was astounding (and often technical). I appreciated your
knowledge, your
hands-on touch, the fact that your company is a “little guy” in a “big
guy’s world,” and the product you offered. Needless to say my
wife and I made our choice and purchased a spa from you (the actual
model name
escapes me but you know which one).
I will say
there were other spas out there
that cost less, but I have since been in some of those and had the
opportunity
to compare the quality and features most readily visible…and yours wins
out. We have had our spa almost 4 years now and are still pleased
with
our purchase. The number and variety of jets, the power of the
pumps, the
ease of access to the “inner workings,” the fact that your parts are
not proprietary (you don’t have to buy your part but can go to a local
store and get many replacement parts) and the overall durability are
just a few
of the reasons we will buy from you again if we move and don’t take our
spa with us.
I would be
dishonest if I did not say we
have had an occasional problem with the spa. Anything made by
humans is
fallible and a spa is no different. But each time I have
encountered an
issue (and I am referring to 2 in over three years) you have come
through and gotten
the spa up and running. What was perhaps the most telling of how
committed you are to your product is when you and your wife Sandy made
a personal
call to us to fix a problem with one of our pumps. I realize that
you don’t
make a habit and custom of doing that, but were in the general area,
however it
was commendable nevertheless! While you were rectifying the pump
issue
(to our continued satisfaction by-the-way) you noticed a few things
that had
not been done at the factory to your specifications. I know from
personal
and professional experience that you could have said nothing and we
would never
have noticed! Instead you pointed out those shortcomings and
spent
additional time in the baking sun making them right. I don’t know
if I will ever know exactly what you did or what improvement they
resulted in,
but I am convinced that you took the time and effort to make those
improvements
because you are passionately committed to offering the best product you
can.
And I trust completely that our spa is better now than when we first
got it.
It seems to
me that most everything about
our great country is slowly getting worse. From a consumer
standpoint quality,
pride in workmanship, honesty and integrity are just words to be tossed
around and
put in glossy brochures. But I see less and less that those
principles
are actually important…it’s more about profit and buying cheap.
Your
company, your product and your commitment are a welcome change from
that
downward trend! It is good to know that someone out there still
cares about
what they do and for the customer. I will continue to share my
thoughts
with people who express an interest in becoming spa owners because
word-of-mouth
is the most reliable form of advertising there is.
Good luck to
you and thanks again for all
your help.