Although all our dealers are highly trained in water chemistry, we can certainly help you.
All water used during the testing process at Sunrise Spas is done using chlorinated and filtered water, however depending on how the spa was stored prior or after delivery, and how it was managed during the initial learning process, can sometimes cause a chemistry problem that requires more than a typical "shock".
In a circumstance like this the first thing to do is "hyperchlorinate" the spa in order to eliminate any potential issues and allow you to have a "fresh start". Unfortunately some bacteria can live in "normal" chlorine levels and therefore need more extensive action in order to be eliminated.
The process of hyperchlorination is a process by which the spa is brought to a reading of at least 10ppm of chlorine and maintained for at least 48 hours.
Here are important precautions to follow during the procedure:
1) remove the cover, pillows, and any other accessories completely
2) disconnect the heater so that it never engages during the superchlorination process
3) make sure all your pumps run for as much time as possible during the process
Once this process is done (while observing all the precautions), then you must neutralize the chlorine, drain the spa, clean it, refill it, and have your water balanced.
After this process you should be starting "fresh" which means that with your usual daily chlorine or bromine additions, you should be able to enjoy your spa.
Remember that proper balance of your alkalinity, pH, and hardness are essential to proper water chemistry, and that using chlorine or bromine alone is ineffective.
I hope his helps, please contact us if you have any further questions.