Bad customer service / return policy?

[awesmdiver]

I purchased from Marine Depot a 7095 controller, 2 6100 streams, 2 6000.25 deco rocks on 08/18/2005. I put one of the rocks in the water (under 30 minutes) and decided they were to big for my setup and went ahead and ordered two 6200.50 magnets and put in a request to send the deco rocks back.

The response I got from Marine Depot is:

Thank you for contacting us

Tunze informs us that they will not take back a deco rock unless itââ"šÂ¬Ã¢"žÂ¢s actually mechanically defective.

Please feel free to contact us with any future questions/comments.

I can not believe that after spending over $1000.00 on products that I am stuck with two items (one unopened and the other in perfect condition) that I can not use. On top of that, how can a rock be mechanically defective and there is nothing anywhere that states this policy. If there was I would have never bought Tunze products if I knew you could not return them.

Now, I understand I purchased from Marine Depot, but its the response they said they got from Tunze that I don't understand which is why I am posting this.

What kind of customer service / return policy is this? I can see if items were not re-saleable, but I have all packing materials and putting the rock in water for less than 30 minutes I would not consider this unsaleable now.

Roger, I'm assuming Marine Depot contacted you or one of your representatives regarding this return request. I would like to understand the response from Tunze better as I'm sure other would be interested too.

I truly am disappointed in this.

Todd

 

[awesmdiver]

Roger,

The above post was out of frustration and I'm going to continue to work with Marine Depot to return the unopened deco rock.

As per their return policy, they have no choice as it is new and used. However, I do still feel that the second rock is unused and new too.

Anyone need a deco rock, cheap?

Todd

 

[rvitko]

I am sorry but we do not take back used items, we do only take returns which are defective for repair or replacement. We make a very small margin and their is no way I could absorb these losses and it would be unfair to someone else to unwittingly buy a product as new and recieve a used product. I would think it should not be a big issue to return an unused rock and you are welcome to post your rock for sale here in my forum, I would think you should be able to get pretty close to what you paid for it, especially as they are in short supply at the moment.

 

[awesmdiver]

Two Tunze Deco Rocks for Sale

Two Tunze Deco Rocks for Sale

Thanks for the offer to post the rock or rocks for sale in this forum. Again, my original post was out of frustration that they said they wouldn't take back either rock, including the unopened one.

However, since I would have to pay a re-stocking fee, if anyone is interested in a brand new and almost brand new deco rock, I will let them go for $70.00 (new) and $65.00 (almost new) and I'll split the cost of shipping. I would prefer to sell them as a pair to keep shipping costs down.

If interested, let me know.

Todd

 

[crash519]

Exactly how big are these things! I thought about getting them for my 115, but don't know how they will look in a 51"x20"x22" tank.

 

[rvitko]

They are about 10" by 10' by 6".

 

[awesmdiver]

The problem I had was that my tank is already stocked with a good amount of LR and I just couldn't get the rocks in a good position that I liked and had direction of the flow I wanted.

Other than that, I would have like to used them, but decided against it.

 

[awesmdiver]

Update: Two Tunze Deco Rocks for Sale

Update: Two Tunze Deco Rocks for Sale

Marine Depot will be taking back the unopened deco rock and will waive the restocking fee. I just wanted to let people know that they did not lose a customer over this.

So, I still have 1 rock for sale.

 

[Sparkss]

Did you ever fire up one of the streams in it ? I was wondering if you could hear the vibration from the stream when it was on ?

I took mine out of my tank because of the noise it created/added. I had bought a magnet holder, but it came missing parts ( have not decided what to do about that yet, but will be posting a separate thread on the subject). I had considered getting a deco rock but was concered over the size and placement, just as you are.

I may still be interested in the rock. Thanks.

 

[awesmdiver]

I did put the 6100 into the rock for about 30 minutes or so while I was trying to find a good spot for it. Did not notice any additional noise from vibrations.

If my tank wasn't landscaped the way it is I would actually use the rocks, but it just didn't look good and fit correctly.

 

[nyvp]

still have the rock?