bad experience with MarineDepot but only MD has the parts I need

[PaxRoma]

I have bad experience with MD from an order about 1 yr ago and have not done business with them since then. Unfortunately it is time I need replacement parts for my calcium reactor and only MD seems to carry them. I would like to know from users who have ordered with MD recently how are your experiences..

I feel like a trapped consumer, unless I buy a brand new calcium reactor...

 

[OCRick]

Bad experiences can & do happen with any company you deal with but what I've experienced with MD is that they will fix any problem you have and they will do whatever it takes to make it right. If they were really that bad, they would no longer be in business...I'm sure your experience was an isolated one. I would definately give MD another chance, your only hurting yourself if you don't.

 

[MarineDepot]

Hello Paxroma,

Thanks for the post, I am sorry to hear that you had a bad experience in the past with Marine Depot, I'd be more than happy to assist you with the part for your calcium reactor that you need. If you can PM me your original order number and the specific part you are looking for I'd be happy to help. You can also reach me at 1.800.566.3474.

OCRick- Thanks for the kind words, It is greatly appreciated!

Best regards,

Walter

Marine Depot Customer Services

 

[PaxRoma]

<a href=showthread.php?s=&postid=15180872#post15180872 target=_blank>Originally posted</a> by OCRick
Bad experiences can & do happen with any company you deal with but what I've experienced with MD is that they will fix any problem you have and they will do whatever it takes to make it right. If they were really that bad, they would no longer be in business...I'm sure your experience was an isolated one. I would definately give MD another chance, your only hurting yourself if you don't.

I ordered from MD many times and everything went ok until I have to return a defective part. It was a UV sterilizer and the glass cover got broke during installation because when Current USA pre-installed it, they screw the items in the wrong order. So when I follow what is said in the install manual, the glass cover didnt go through (It went through when it broke!). After I figured this out I emailed MD but the person who responsed says I did not mentioned this during the original RMA phone call and the defective item has already been sent back to me. They ended up charged me for a brand new UV they send out and told me that I should feel lucky they didnt charge me for the return shipping fee of the defective UV.

Later on they did offer to send the replacement glass and lamps, at the full cost of the items on my part!

To this day that defective UV still sitting in my garage collecting dust.

Long story short, they basically accused me of breaking it and its my fault doesnt matter if its a faulty pre-installation from the manufacturer.

I still have the original email of my exchange with them if anyone want to see and judge for yourself.

 

[MarineDepot]

Hi PaxRoma,

I'm truly sorry to hear about your Marine Depot Experience, can you PM your contact information, I would like to look into your UV sterilizer situation (hopefully remedy the problem) and help you with the replacement parts you need for your Calcium Reactor.

Looking forward to your reply

Walter

 

[PaxRoma]

PM sent

 

[MarineDepot]

Thanks, PM sent back.

Walter

 

[PaxRoma]

Thank you for taking care of this on a personal level. I am a bit picky but I think everyone agrees customer support is what makes a big difference.
I have went ahead and order replacement lamps for my T5 and looking forward to resume my future shopping with MarineDepot, especially with the rep here in Reef Central, I think you guys understand the customers better than the sales or support personnel on the phone imo.