November 4, 2008: placed on-line order for replacement filters and chemicals. The $74.98 charge posted to my credit card Nov 5. To date (Nov 20, or more than 10 full business days later) I've neither heard nor seen anything -- not even an order confirmation.
Nov 18, 4:13 p.m. An e-mail sent to firstname.lastname@example.org (the "email us" address on the main web page) bounced with a mailer-daemon notice of a "permanent error" and "your mail was administratively denied."
Nov 19: called 1-877-897-7493 (note: this toll free number connects to the same recordings as 1-423-547-5100, the number on the web page). I followed the menu options for shipping status for parts and supplies and then listened to a recorded loop while waiting for someone to pick up. After more than 29 minutes the recording switched to a statement that they were closed and to call back during business hours, even though it still 30 minutes before close of the stated business hours.
Nov 20, I very patiently and repeatedly tried to reach a human at various extensions and call-menu options and finally did -- but he told me I had the wrong extension, that I needed an extension for on-line sales. He gave those as x123, 124 and 203. But I had no luck getting a human response at any of them, nor at several other extensions.
On October 13 and 14, 2008, when I called for technical help with my new spa, I had no problem reaching humans. One helpful person, Doug, even e-mailed me a technical procedure for clearing an airlock. So I e-mailed Doug immediately after the first e-mail (Nov 18) bounced. No response yet and I wonder whether he is still there because the automated calling feature to reach people at Infinity allows you to spell names; when I spell Doug's name (both first and last), it doesn't recognize the name.
All this led me to abandon hope of actually receiving the supplies I ordered from Infinity. Fortunately, having paid by credit card, I was able to dispute the charge for failure to deliver the product and be credited what I paid.
The credit card rep took careful note of my repeated efforts to try to contact InfinitySpas so as to resolve the problem. They appreciate if not require a reasonable time to await the delivery (5 to 7 business days is typical, said the credit card rep) and reasonable efforts to contact the merchant. What I did here more than satisfied the rep and he credited my account.
In writing this I tried once more to call, this time choosing the menu options for existing warranty claims -- the same extension that Doug and another person answered promptly October 13 and 14. After 8 minutes 52 seconds on hold, hearing the same recorded loop, I gave up for good.