Bad Experience with MD.com

[SPStoner]

I recently ordered the Aquamedic Reefdoser Twin from Marine Depot. It arrived yesterday via UPS ground, and today I went to set it up. I spent an hour and a half mounting it above my sump, cutting and running the tubing for both channels to dose 2 part calcium and buffer solution in my SPS tank. I get everything set finally and begin to program the unti only to find that the second channel will not pump any fluid. I tried replacing all the tubing to no avail, and swapped the tubing from channel 1. Nothing worked. Apparently the santoprene tubing must be bad as I tried swapping them out ( left for right) and then it worked.

So I call customer service at MD only to be told that my options are to send it back to them, AT MY EXPENSE, they will test it and determine if I should get a new one, or they can charge my CC for another and ship me a new unit now, then I can return the bad unit for credit. Either way, I am dishing out money that I shouldn't have to. I paid for a brand new unit, and got a defective one. The burden should not be on me. I should have listened to people on RC and gone with Premium Aquatics. Lesson learned:mad2:

Needless to say, I will be returning this unit for credit, and will then make the purchase elsewhere.


Thanks for nothing, MD.

 

[MarineDepot]

Hello

Thank you for your post, I apologize for the confusion and inconvenience Please contact me at 714.385.0080 I can get you the tubing you need for your system.

Walter
Marine Depot Customer Service Supervisor
714.385.0080

 

[SPStoner]

Thanks for your response Walter, but I have already ordered the tube from another vendor. As I told the gentleman I spoke to on the phone, I need this pump operational ASAP. I was (still am, I guess) pretty upset that I was sent a non functioning product ( I understand it happens, not your fault) but that I was responsible for paying to ship it back? There are just too many other options out there to spend my money where I would not have to worry about this sort of thing.

If you would like to discuss this with me further, feel free to PM me, and I will send you my phone number.



Tony

 

[SPStoner]

update

Received a call from Eugene (i think???) from MD. He was very apologetic and offered to send out the replacement tube via FedEx for Saturday arrival. I accepted the replacement part ( regular UPS though, my choice) although I already have ordered the tube elsewhere. All in all, this was an avoidable situation which will end up costing me an additional $11 (the price of the tube I ordered plus shipping) but I am happy to see MD make this right. Plus, since this is a twin doser, I don't mind having an extra tube anyway.

Cheers

 

[Marinedepotlive]

Hi Tony,

Thought about it some more and it doesn't seem right to us still, so we're going to offer you a 15 dollar store credit with us to make up for the fact that you had to order the part from someone else. The credit has been noted to your account, so if you decide to give us another try, leave a note for us in the comment field about your credit and we will apply it against your new total.

Eugene Y.
Marine Depot

 

[sparks56]

glad to see them make it right/ as i have spent many DOLLARS with them and have been completely satisfied

 

[jun_celis]

I've ordered from MD so many times and never had any issues with them.

 

[IBASSFSH]

Customer Service

Customer Service

Great response to the problem. I to have ordered from MD and have not had any problems. I have faith that if I ever do they will make it right.

 

[SPStoner]

Thanks for the additional credit, Eugene. That goes above and beyond my expectations and is much appreciated.


Tony

 

[McCrary]

Marinedepot has some of the best customer service.