AquaMax Q2
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MarineDepot
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Hi,
There was an issue with the bubble plates being loose on a few of the units that were shipped out in June. That issue was corrected over a month ago and we haven't had any issues with new skimmers.
MarineDepot
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From our understanding, the leaking weld was the result of shipping damage. AquaMaxx authorizes us to handle all their warranty support so if you have any issues, please contact our Customer Support team immediately at 1-800-566-3474 and we'll be more than happy to take care of any issues for you.
Settings
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MarineDepot
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Settings
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Wow no shocker here!
Ordered the skimmer and received it.
The shipping box was ok, but the product box was severely damaged! Not only was the box damaged, but it had been opened.
So I received a used/returned skimmer!
Also the seam at the neck is not sealed and appears it will leak.
I'll post pictures!
Now the shocking part was customer service says sorry. Send it back at your cost?? Really? You choose to send me a damaged skimmer and want me to pay for shipping back??
Ok no problem, I'll do that and form this point forward BRS has a new customer!
Shame on you MD!
Ordered the skimmer and received it.
The shipping box was ok, but the product box was severely damaged! Not only was the box damaged, but it had been opened.
So I received a used/returned skimmer!
Also the seam at the neck is not sealed and appears it will leak.
I'll post pictures!
Now the shocking part was customer service says sorry. Send it back at your cost?? Really? You choose to send me a damaged skimmer and want me to pay for shipping back??
Ok no problem, I'll do that and form this point forward BRS has a new customer!
Shame on you MD!
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MarineDepot
Sponsor
Hi Settings,
Thank you for your feedback and we apologize for the trouble with the skimmer.
It sounds like there may be some miscommunication. The skimmers are shipped to us in pallets. Unfortunately, there are sometimes minor cosmetic damages on the cardboard shipping box. In these cases, our shipping team is instructed to inspect the product to make sure there is zero damage to the product prior to shipping it to our customers.
Is there any damage to the skimmer itself? If so, please post or email us pictures of the damage to the skimmer so we can file the appropriate damage claim and get you taken care of.
We have also seen cases where the products (or product packaging) is damaged in transit and is then re-packaged by UPS so the outer package appears okay but the inner package is damaged.
You purchased a new skimmer and you should receive a new, undamaged, skimmer. We definitely would not expect you to keep a damaged product or pay to send back a damaged product. It would not be acceptable to us and we would expect you to feel the same.
Please give us more information so we can further assist you.
Thank you for your feedback and we apologize for the trouble with the skimmer.
It sounds like there may be some miscommunication. The skimmers are shipped to us in pallets. Unfortunately, there are sometimes minor cosmetic damages on the cardboard shipping box. In these cases, our shipping team is instructed to inspect the product to make sure there is zero damage to the product prior to shipping it to our customers.
Is there any damage to the skimmer itself? If so, please post or email us pictures of the damage to the skimmer so we can file the appropriate damage claim and get you taken care of.
We have also seen cases where the products (or product packaging) is damaged in transit and is then re-packaged by UPS so the outer package appears okay but the inner package is damaged.
You purchased a new skimmer and you should receive a new, undamaged, skimmer. We definitely would not expect you to keep a damaged product or pay to send back a damaged product. It would not be acceptable to us and we would expect you to feel the same.
Please give us more information so we can further assist you.
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Settings
New member
Yes, it was an opened item. I could swear I see water spots, but I could be wrong.
The seam at the neck also looks like it's not completely sealed and would leak.
Ivan did verify that I the customer is responsible for paying the return shipping on the item even though it was in this condition.
The seam at the neck also looks like it's not completely sealed and would leak.
Ivan did verify that I the customer is responsible for paying the return shipping on the item even though it was in this condition.
Settings
New member
Here is the kicker!
I received a RMA, still need to pay to ship back a used product, but here is what they put in the RMA reason: UJ00157, AquaMaxx ConeS Q-2 In-Sump Protein Skimmer (Qty: 1), RMA Reason: changed mind
Really? Chang of mind? Let's get this right. You send me a used/opened item that is possibly defective and you call it as a "change of mind"?
I'm rolling over laughing right now.
I received a RMA, still need to pay to ship back a used product, but here is what they put in the RMA reason: UJ00157, AquaMaxx ConeS Q-2 In-Sump Protein Skimmer (Qty: 1), RMA Reason: changed mind
Really? Chang of mind? Let's get this right. You send me a used/opened item that is possibly defective and you call it as a "change of mind"?
I'm rolling over laughing right now.
MarineDepot
Sponsor
Hi Settings,
Thank you for your reply. If there is a problem with the product, we are definitely happy to take care of it.
Can you inspect the skimmer to see if there are any water spots or other signs of use? The skimmer does have several intricate parts so it should be easy to tell if it has been placed in water or not.
As for the neck, it is where the cylinder neck meets the cone-shaped riser so there is a small lip (about 1/8"). It is a glued seam and should be 100% sealed. We have not had any reports of the skimmer leaking from this glued seam. AquaMaxx has found that having the cone-shaped riser helps to concentrate the foam and helps improve efficiency when compared to a standard collection cup that is completely cylindrical.
Lastly, we apologize for the note on the RMA. It is a drop-down menu and may have defaulted to that option.
As noted, if there is even one single sign of use, or any damage to the skimmer at all, please let us know and we will be happy to take care of the problem.
If the issue is with shipping charges for the return. We will be happy to email you a pre-paid shipping label as a courtesy.
Thank you for your reply. If there is a problem with the product, we are definitely happy to take care of it.
Can you inspect the skimmer to see if there are any water spots or other signs of use? The skimmer does have several intricate parts so it should be easy to tell if it has been placed in water or not.
As for the neck, it is where the cylinder neck meets the cone-shaped riser so there is a small lip (about 1/8"). It is a glued seam and should be 100% sealed. We have not had any reports of the skimmer leaking from this glued seam. AquaMaxx has found that having the cone-shaped riser helps to concentrate the foam and helps improve efficiency when compared to a standard collection cup that is completely cylindrical.
Lastly, we apologize for the note on the RMA. It is a drop-down menu and may have defaulted to that option.
As noted, if there is even one single sign of use, or any damage to the skimmer at all, please let us know and we will be happy to take care of the problem.
If the issue is with shipping charges for the return. We will be happy to email you a pre-paid shipping label as a courtesy.
Settings
New member
Marine Depot,
I wish that your last response was your first.
If I was picking a product off the shelf at the store and noticed that the packaging was as damaged as this, I would have simply put that product back and chosen one that was in better shape. In this case MD had that option but decided to ship it out to the customer as is.
Was this a returned product? I am not 100% sure of that. I did state that in my post. It appears to have water spots, but I am not 100% sure.
Maybe you should look at your post #4 where you clearly state the opposite.
Is the seam at the neck 100% sealed? I see several bubbles where the sealant should be. Will it leak or does it leak? I am not 100% sure.
As far a paying the shipping back, I have no problem doing so. It's $20-$30 to do it. Not a big dent in my wallet. But should a customer be expected to do so if the item was used? Should the customer be expected to if the item was damaged/missing parts?
Ironically I was going to just have you exchange the skimmer, but seeing how this has evolved I'll take my chances on the JNS brand or something else.
I wish that your last response was your first.
If I was picking a product off the shelf at the store and noticed that the packaging was as damaged as this, I would have simply put that product back and chosen one that was in better shape. In this case MD had that option but decided to ship it out to the customer as is.
Was this a returned product? I am not 100% sure of that. I did state that in my post. It appears to have water spots, but I am not 100% sure.
Maybe you should look at your post #4 where you clearly state the opposite.
Is the seam at the neck 100% sealed? I see several bubbles where the sealant should be. Will it leak or does it leak? I am not 100% sure.
As far a paying the shipping back, I have no problem doing so. It's $20-$30 to do it. Not a big dent in my wallet. But should a customer be expected to do so if the item was used? Should the customer be expected to if the item was damaged/missing parts?
Ironically I was going to just have you exchange the skimmer, but seeing how this has evolved I'll take my chances on the JNS brand or something else.
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micielo719
New member
JNS is the same thing re-branded. I have a JNS CO-2 and saved $$ Just my $.02
MarineDepot
Sponsor
Hi Settings,
Thank you for your reply. The one incident noted above was likely caused by shipping damage. However the issue occurred, we are happy to take care of the problem and have always done so for our customers.
We definitely would not expect you to pay for a used or damaged skimmer and I think there is some confusion here as to whether the skimmer itself is used and/or damaged.
We are happy to send you that pre-paid shipping label and apologize for any inconveniences caused.
Thank you for your reply. The one incident noted above was likely caused by shipping damage. However the issue occurred, we are happy to take care of the problem and have always done so for our customers.
We definitely would not expect you to pay for a used or damaged skimmer and I think there is some confusion here as to whether the skimmer itself is used and/or damaged.
We are happy to send you that pre-paid shipping label and apologize for any inconveniences caused.
Settings
New member
MD, I'll ship it back today and don't want a replacement. I just saw that I am not the only one to have this happen to in regards to receiving a opened and possibly used skimmer.
Maybe some time down the road I'll try shopping with MD again, but as of now I think I'll buy elsewhere.
