Bad Customer service in general or employee

C

Chi6488

New member
I ordered a pinwheel assembly for my reef octopus 160 and received a purple pinwheel instead. A little hesitant b/c of posting about loudness and not starting up. I went ahead and put it in the pump. Started it up and made a popping/clicking noise so I shut it down. Tried a few more times but still same.

I then called and spoke with Enrico. Advised situation with the pinwheel. Under his breath "$44". I guess my order was a small order and insignificant to get personal attention and be resolved with the seller of the item but the manufacturer.

I paid $44 and now manufacturer wants me to pay for shipping so they can take a look at the defective product.

Chances are shipping will be another $8 and my time.

Order 67374

Not naming competitors but my experience they would take care of problem first and then seller deals with manufacturer.
 
Is it the wrong part? If so, Aquacave should definitely handle the situation. Did they ask you for a picture of the part, or part number from the box/bag it came in? Honestly any company selling stuff should foot the bill if they mail the wrong item. It is just sensible business practice.

I just placed my first order from them. Package due to arrive on Monday. So far it has gone smooth and I do plan to place a second order with them probably today or tomorrow.
 
Chi6488,

The reason why they ask for you to send your pump is to figure out what is wrong with your pump. They needed to check if its an impeller or the pump itself causing all the noise. They even stated that they will try to fix it or replace the entire pump to resolve your issue even though you only bought the impeller. I do not understand why you feel that we are not giving you the support needed when the manufacturer is going above and beyond normal expectation. Please contact us via phone if you have any further questions or concern.
 
As I explained to enrico but I guess he "heard" me but was not "listening" to what I said. I am replacing my stock and was hoping a stock assembly b/c it was making a louder humming noise due to a crack.

Because of the RATTLING noise from the PPW I put the white stock assembly back in and the skimmer was running. I could live with a little louder hum but not a loud rattling sound all day long. I doubt you would either.

I replaced my floor tile in December so at that point the tank was broken down. I took the opportunity to soak tank and parts in muriatic acid to rid of calcium. The pump works fine.

Why should I have to pay to ship a pump or the defective assembly at MY cost b/c I received a defective product?

What I or any other consumer expect is to receive a replacement assembly not defective and a call tag so either seller or manufacturer can have their defective product back to inspect or do whatever they please. This way the consumer is happy and all is well.

Since the consumer spent only "$44" seller pushes the problem to manufacturer who they know will say pay to ship your stuff back to them and they will see what they can do. I did call coral vue and was advised if my pump was out of warranty which it is they would charge to repair/replace. I know my pump works fine. It is the pinwheel assembly that is bad/defective.

At this point the best you can do is refund the order and send a call tag for the wheel assembly if you want it.

I recently bought a $250 viair portable air compressor to air my truck, boat trailer and travel trailer. The air chuck was bad at the get go. I called the seller, they sent a replacement air chuck and a call tag for the defective air chuck. Consumer was happy with resolution.
 
Last edited:
Chi6488,

Please contact us via phone for us to issue an RA# for your return and we will refund your impeller as soon as we receive it. Thanks.
 
I will post the resolution to this problem to be fair.

Today I called to get RA as per above. Not solved but emailed later from paypal.

Seller will refund item cost but not shipping charge of $4.95. At this point I can live with this resolution but not happy with it. I myself am a business owner with employees, household, etc... to deal with. It costs ME MONEY to take time out of my day to deal with with this stuff be it financial or time away from the pleasures of life.

Take away from this as you wish.
 
You're lucky they only subtracted $4.95 from your order. Yes, it is time consuming and troublesome. I've been on the phone with my CC this whole weekend.

I for one, will never do business with them again. Good luck to those that continue to buy from them.
 
mbx5r4life said:
Notice that no one from this store has come to defend themselves!
Click to expand...

Re-read the thread. They have posted twice trying to help. And did refund the cost of the part. What more do they need to do.

Wait. You still used the wrong part they sent you? Granted their bad for shipping you the wrong part, but you USED IT. Its not their fault you are having problems. You should have never opened the package and requested the correct part, IMHO.
 
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