Absolutely useless UK distributor of Mspa SOHO
I purchased the Mspa SOHO from a formal dealer in late July 2019 whilst I was living in UK. Advertised on and then purchased via eBay. I started using the spa in October 2019 after having moved to Guernsey. Great product, brilliant bit of kit; used several times a week throughout the winter.
Then in March 2020, so after 6 months of usage, I noticed that the Heater function kept cutting out after ~20 seconds, so the water remained at ambient temperature. Error code E-1. Other functions such as Bubbles were still operational.
I contacted Mspa in the peak of the UK lockdown in mid-April. I eventually managed to speak to a guy in their Sales Department, the only employee on site. He was helpful and sympathetic but stated that he had no technical expertise. We agreed he should supply me with a replacement heater sensor, at £16.60 - which duly arrived, but with no instructions, no explanation, no nothing.
After that, despite approx 20 calls over the next 3 months I never found anybody to speak to at Mspa Essex. Sending an email might elicit a very impersonal canned-comment email in response after a week or so, but there was never any response to many phone calls over several weeks.
Then in an email from them they stated I should contact their Technical Service company BoSpa. That company responded that they were only contracted to manage requests from certain of the Mspa resellers and my reseller wasn't on that list. So I went back to Mspa.
I got a local Spa Technician in Guernsey to check over the malfunctioning spa. He was not impressed at all with the technology, and we could not find a root cause (such as a burnt circuit board or pipe clogged by calcification) but we replaced the temperature sensor. However the fault persisted.
He stated that the local water is extremely soft and so it would be very unlikely that any calcification of the heater or other parts would be the cause of the cut-outs.
Mspa eventually stated that they would contact the manufacturer in China to get confirmation of which company should be responsible for the 12 month factory warranty. After more chasing they conceded that they, Mspa in Essex, would take responsibility for the factory warranty!!
Progress - or so I thought.
So I asked how are they going to fulfil that responsibility, and they responded that I should send the spa back to them in Essex (at my considerable expense). I queried if they needed the whole 40kg spa or just certain parts. The reply was that I should send just the Display unit - which only illustrated their technical ignorance of their own product. I queried that and they responded that I should send the entire spa except the liner; so still a 20kg package. I took that package down to a local freight company to arrange transport back to Mspa Essex. The freight company said they would need to contact Mspa in order to resolve any possible UK Customs issues, by taking certain details of the product. "Good Luck with getting any sense or even response out of Mspa" I said.
Sure enough, after 2 weeks and still no reply from Mspa, the freight company have told me to pick up the package as they cannot send it without that information from Mspa.
So I now have a totally useless spa that is still within warranty but which the manufacturer's UK distributor have been worse than useless in fulfilling their legal obligations.
I am so sick & tired of this nonsense from Mspa I have taken this malfunctioning spa to the Council Dump and paid £5 for it to be buried. R.I.P.
I personally have been involved in distributor companies (for medical products) for over 40 years, and this company Mspa of Essex, is the worst I have ever had the misfortune to deal with.
If I were the Chinese manufacturer of these spa products I would be looking for a new UK distributor as a matter of urgency. The Chinese manufacturer will be hearing from me, that such abysmal service by their UK distributor is absolutely unacceptable in today's business world.
12. August 2020
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