Bubble King Skimmer Club

[re_usa]

@ pencil3:

We're really sad to hear, that you seem to be disapointed by ROYAL EXCLUSIV. I'd appreciate it very much if you would give us the chance to find out what went wrong and what we should change to your mind. Just send us a mail and we'll answer in less than 24 hours.
We try to improve day by day.
Thanks very much for your cooperation!
Greets, Matthias

 

[re_usa]

Hello bayoupr!
You hopefully know, that we're no longer working together with Proline since summer 2013. So I don't know the reason for your bad experience, but please, let me know.
I'd be glad, if you could send me a mail to our US office and I'm sure, we will handle it!
Thanks a lot and have a good day!
Greets
Matthias

 

[Powdermonkey]

Matthias
You replied to my email stating you would get back to me the next day. Guess what didn't happen. After a week of nothing I emailed you a reminder. Several days have gone by and still nothing. How else would you expect us to perceive RE? The part that really chaps me is RE is pushing new items and failing to take care of the people that have already invested in your interest!

 

[bayoupr]

Hello bayoupr!
You hopefully know, that we're no longer working together with Proline since summer 2013. So I don't know the reason for your bad experience, but please, let me know.
I'd be glad, if you could send me a mail to our US office and I'm sure, we will handle it!
Thanks a lot and have a good day!
Greets
Matthias

I know your not with ProLine anymore. I had bad experience in the past with getting parts for BK skimmers which is why I no longer own one or will buy another. After reading some of the stories on here here about people waiting on parts (one person waiting a few months), looks like the same to me.

 

[re_usa]

Matthias
You replied to my email stating you would get back to me the next day. Guess what didn't happen. After a week of nothing I emailed you a reminder. Several days have gone by and still nothing. How else would you expect us to perceive RE? The part that really chaps me is RE is pushing new items and failing to take care of the people that have already invested in your interest!

We do take care, be sure about that! Your Username in here doen't tell me anything about your real name and your mail. So I'd like to suggest, that you just send again your last mail and you'll see what will happen!
Deal?

 

[re_usa]

I know your not with ProLine anymore. I had bad experience in the past with getting parts for BK skimmers which is why I no longer own one or will buy another. After reading some of the stories on here here about people waiting on parts (one person waiting a few months), looks like the same to me.

Whom did you contact for the parts? RE direct or ayour dealer? This really interests me, because we wanna change things that didn't work in the past!
Thanks for your support!

 

[Philster]

I'm not sure where in the line I stand but it's been since February 20, 2014 for me. I have to be near or at the front of the line. That being said I have received an e-mail from Matthias at RE in Florida and he has promised me that I will hear back from him today with a resolution to my problem. I have not felt this positive about my replacement pump assembly since I was first told it would be warranty. I will be sure and let you all know how this works out.

 

[doggydoc]

I'm not sure where in the line I stand but it's been since February 20, 2014 for me. I have to be near or at the front of the line. That being said I have received an e-mail from Matthias at RE in Florida and he has promised me that I will hear back from him today with a resolution to my problem. I have not felt this positive about my replacement pump assembly since I was first told it would be warranty. I will be sure and let you all know how this works out.

Glad to hear this. As a loyal RE owner maybe I need to broaden my horizons re skimmer selection!

 

[Premiumaq]

BK arrived today

BK arrived today

Message from the shop: We got in 4 pallets today. Still have to unpack and inspect, but should be ready tomorrow.

 

[powder_blue]

I just bought my first BK skimmer a month ago and after reading this mess I am nothing short of frightened about issues if something goes wrong. I, like many others here have paid for the best and it certainly looks like most are not getting that. I am very impressed with the product but disappointed to read about such ridiculous time frames for replacement parts. They should start sending you two skimmers for one since you will at some point need a backup. Hopefully they can can fix things and the product quality and level of service will be equally impressive.

 

[janes_mw]

I just bought my first BK skimmer a month ago and after reading this mess I am nothing short of frightened about issues if something goes wrong. I, like many others here have paid for the best and it certainly looks like most are not getting that. I am very impressed with the product but disappointed to read about such ridiculous time frames for replacement parts. They should start sending you two skimmers for one since you will at some point need a backup. Hopefully they can can fix things and the product quality and level of service will be equally impressive.

CRAP! I am in the same boat powder_blue! I hope this is not the norm from the best skimmer out there.

RE - you may have built the best "mouse trap" BUT, if you don't have customer service you will lose your customer basis real fast. Good news travels slow, bad news travels at the speed of light! Just FIX IT!!, you know how to build good stuff, communication is paramount to customer service. Pretty simple to fix, get some computer skills and start answering the mail.

 

[SchnitzelReef]

Man after recently spending $1300 on a BK skimmer, these comments are really freaking me out. Hope I didn't make a huge mistake by going with Bubble King. After spending mega bucks on a skimmer, there should be no excuse why people are waiting this long for warranty replacements. Blaming the dealers is NOT ok by me. I work in the fast food industry, and if one of my employees or vendors makes a mistake, I apologize and take responsibly. I would NEVER tell a customer, " oh I'm sorry, but it's not my fault, it was my employee that screwed up". Own up to having bad customer service, don't blame other people, and FIX THE PROBLEM!

I owned a Chinese made reef octopus skimmer, and the pump went out while it was under the 3 year warranty. I contacted Coralvue and had a replacement pump within 5 business days. No questions asked.... I now have a ton of respect for Coralvue and their customer service.

Also I know people with ATB skimmers which are based out of Europe, and my friend got a pump within 3 days of contacting their USA rep. Being located in Germany is not an excuse either.

Sorry for the rant.

 

[jthao]

Man after recently spending $1300 on a BK skimmer, these comments are really freaking me out. Hope I didn't make a huge mistake by going with Bubble King. After spending mega bucks on a skimmer, there should be no excuse why people are waiting this long for warranty replacements. Blaming the dealers is NOT ok by me. I work in the fast food industry, and if one of my employees or vendors makes a mistake, I apologize and take responsibly. I would NEVER tell a customer, " oh I'm sorry, but it's not my fault, it was my employee that screwed up". Own up to having bad customer service, don't blame other people, and FIX THE PROBLEM!

I owned a Chinese made reef octopus skimmer, and the pump went out while it was under the 3 year warranty. I contacted Coralvue and had a replacement pump within 5 business days. No questions asked.... I now have a ton of respect for Coralvue and their customer service.

Also I know people with ATB skimmers which are based out of Europe, and my friend got a pump within 3 days of contacting their USA rep. Being located in Germany is not an excuse either.

Sorry for the rant.

Couldn't have said it better myself!!:thumbsup::thumbsup::thumbsup:

 

[MBMAX]

Message from the shop: We got in 4 pallets today. Still have to unpack and inspect, but should be ready tomorrow.

Any news?

 

[mike810]

Isn't this ridiculous. I also have not heard a word from Klaus. These guys hop on hear make all these smart replies but we never hear back from them. Forget the Florida office. They have virtually nothing yet. Premium is still ordering everything from Germany. Their latest order is supposedly ready to go, but Premium is now waiting for UPS to get in there and pick the darn order up for shipping. I am now going on 8 months without the use of my skimmer.

What is ridiculous is shelling out $1300+ on a damn skimmer which is suppose to be the "best" and I can't even get my pump replaced under warranty! I mean what the hell?!?! Am I suppose to wait until my warranty is almost over before I get a replacement pump and then I only have X amount of months of warranty left over because I had to wait going on 7 months plus! for a replacement pump. WOW

I could have bought a $300 skimmer and got better service than this. I mean come on, RE is suppose to be the Lamborghini of skimmers but you offer used cars salesman customer/warranty service.

I have sent RE an email and no reply. Klaus told me he would email whoever at the FL or RE office and let them know about my situation and nothing, nobody has contacted me. I have emailed premium aquatics WAYYY too many times now and every time the response is "Lets hope RE sent your replacement pump with our latest order or there has been a delay". I am sure premium aquatics have received several of their orders from RE by now and I still do not have a replacement pump. If I didn't pay with paypal, I would have taken it up with my bank by now. I'll never pay with paypal again for this very reason.

 

[mike810]

I'm not sure where in the line I stand but it's been since February 20, 2014 for me. I have to be near or at the front of the line. That being said I have received an e-mail from Matthias at RE in Florida and he has promised me that I will hear back from him today with a resolution to my problem. I have not felt this positive about my replacement pump assembly since I was first told it would be warranty. I will be sure and let you all know how this works out.

I contacted PA in Feb also, still nothing!

 

[sreefs]

This is hard to believe RE customer service is this bad on a top of the line product, this is not rocket engineering. You sell a premium skimmer and offer no warranty help, there is something wrong with this picture. I hope they get there CS worked out, I'm not sure why some company's fail to see the importance to take care of customers after the sale. These are not disposable products they are selling! I feel for everyone who is waiting on service, I waited over a year on Deltec and will never buy another product from them! I hope RE and Bubble King does not go the same way as they did.

 

[MBMAX]

What is ridiculous is shelling out $1300+ on a damn skimmer which is suppose to be the "best" and I can't even get my pump replaced under warranty! I mean what the hell?!?! Am I suppose to wait until my warranty is almost over before I get a replacement pump and then I only have X amount of months of warranty left over because I had to wait going on 7 months plus! for a replacement pump. WOW

I could have bought a $300 skimmer and got better service than this. I mean come on, RE is suppose to be the Lamborghini of skimmers but you offer used cars salesman customer/warranty service.

I have sent RE an email and no reply. Klaus told me he would email whoever at the FL or RE office and let them know about my situation and nothing, nobody has contacted me. I have emailed premium aquatics WAYYY too many times now and every time the response is "Lets hope RE sent your replacement pump with our latest order or there has been a delay". I am sure premium aquatics have received several of their orders from RE by now and I still do not have a replacement pump. If I didn't pay with paypal, I would have taken it up with my bank by now. I'll never pay with paypal again for this very reason.

I Could not have say it any better.

 

[SchnitzelReef]

This is a real bummer. Looks like bubble king/royal exclusive will soon follow in the Deltec footsteps. At least for future skimmer purchases we still have ATB, which makes great skimmers and according to people I know, have great customer service. This is just unacceptable to me, and had I known this was how RE operated, I would have never purchased one of their skimmers.

Good luck to those having problems, I guess I'll keep my fingers crossed that my DC pump doesn't take a crap on me!

 

[Boa1277]

I have owned ATB and Bubble King and the ATB while being a nice skimmer was not even in the same league as the Bubble King. It sounds like these guys are having a tough time with WTY issues, but why jump on a bandwagon when the issues are not yours? Is the purpose of railroading a brand or a company in hopes that it will improve if you do happen to have a problem.......or do you just want them to go away so you won't have any help at all if something does break? I find any type of public bashing pretty fishy in any case, the bottom line is if you really are having this many issues, what's wrong with a phone call to the manufacturer or a phone call to the vendor who sold you the product. I would think you would be able to dispute a charge with your credit card company or with Pay Pal itself. I will end this little rant by stating one obvious thing, people pay for quality, and if Bubble King was such a bad company especially with anything pertaining to Wty or replacement they would have disappeared a long time before now.