ajcanale
New member
Rant time. Will try to be brief.
I have now had a fan failure on a second Radion unit. Fortunately this one still powers on and with a little help from a desk fan is not overheating. The first fan failure the unit wouldn't operate at all and in a chain of events resulted in an anemone roaming my tank. Well Ecotech made an error with shipping resulting in a major delay in receiving a replacement.
Months later, (all units still < 1 year old) the second fan failure. It was around 6 pm, I tried calling Ecotech but they were closed.... after hours. I left a message on their voice system explaining the issue asking them to call me back asap. After not hearing anything back the next day (afternoon) I called during their hours and spoke with a rep and was given a link with instructions to a Service Exchange Website where I could order a replacement. I ordered it.... that was 9 days ago. Today I received an email stating "Your order from EcoTech Marine SEP has been cancelled" and "Comments from EcoTech Marine SEP: 'No authorization given by service rep. Please give us a call if there are any questions.'" Interesting as I have an email in my inbox from 9 days ago saying that I do have authorization. So I do as the email states and call them. It's 4:40 pm CST... they are closed. So here's what I'm looking at here. A second fan failure and a second err by Ecotech Marine Customer Service. That leave's me at this...
Why do there seem to be so many fan failures with these units? Poor design, incapable equipment? It's not just me, I read about it all the time. My units sit at least 14 inches above the water, which is more than the recommended minimum. My hood is ventilated and there is minimum, if any, salt creep.
Why is there the extra step of going through a Service Exhange Program? It seems so unnecessary and is clearly flawed. Which brings me to my next point...
Why on Earth does it take 9 days (6 business days not including Thanksgiving) to hear back that no authorization has been given?
Why does (at least in my case) Ecotech Marine not respond to voicemails left during after business hours?
Why does Ecotech Marine limit their customer service department to only operate during normal business hours? Not saying they need to be 24/7 but come on Mon-Fri 9-5 Eastern... How many tank owners discover that they need to get in touch with Ecotech Customer Service while they are themselves at work? Doesn't make sense.
When I have spoken to their reps they have been extremely professional, friendly, and always seemed willing to help. Execution, though, just hasn't been there. Maybe I've just had bad luck with it all.
When you consider such high regards that Ecotech is held to and that their products are developed to meet the demands of highly sensitive and delicate creatures, you'd think there would be a little more availability and better execution. Maybe it's just me, I feel a little short-changed.
Rant over.
I have now had a fan failure on a second Radion unit. Fortunately this one still powers on and with a little help from a desk fan is not overheating. The first fan failure the unit wouldn't operate at all and in a chain of events resulted in an anemone roaming my tank. Well Ecotech made an error with shipping resulting in a major delay in receiving a replacement.
Months later, (all units still < 1 year old) the second fan failure. It was around 6 pm, I tried calling Ecotech but they were closed.... after hours. I left a message on their voice system explaining the issue asking them to call me back asap. After not hearing anything back the next day (afternoon) I called during their hours and spoke with a rep and was given a link with instructions to a Service Exchange Website where I could order a replacement. I ordered it.... that was 9 days ago. Today I received an email stating "Your order from EcoTech Marine SEP has been cancelled" and "Comments from EcoTech Marine SEP: 'No authorization given by service rep. Please give us a call if there are any questions.'" Interesting as I have an email in my inbox from 9 days ago saying that I do have authorization. So I do as the email states and call them. It's 4:40 pm CST... they are closed. So here's what I'm looking at here. A second fan failure and a second err by Ecotech Marine Customer Service. That leave's me at this...
Why do there seem to be so many fan failures with these units? Poor design, incapable equipment? It's not just me, I read about it all the time. My units sit at least 14 inches above the water, which is more than the recommended minimum. My hood is ventilated and there is minimum, if any, salt creep.
Why is there the extra step of going through a Service Exhange Program? It seems so unnecessary and is clearly flawed. Which brings me to my next point...
Why on Earth does it take 9 days (6 business days not including Thanksgiving) to hear back that no authorization has been given?
Why does (at least in my case) Ecotech Marine not respond to voicemails left during after business hours?
Why does Ecotech Marine limit their customer service department to only operate during normal business hours? Not saying they need to be 24/7 but come on Mon-Fri 9-5 Eastern... How many tank owners discover that they need to get in touch with Ecotech Customer Service while they are themselves at work? Doesn't make sense.
When I have spoken to their reps they have been extremely professional, friendly, and always seemed willing to help. Execution, though, just hasn't been there. Maybe I've just had bad luck with it all.
When you consider such high regards that Ecotech is held to and that their products are developed to meet the demands of highly sensitive and delicate creatures, you'd think there would be a little more availability and better execution. Maybe it's just me, I feel a little short-changed.
Rant over.
