Hey Guys, I thought I was the only one receiving poor customer service from Royal Exclusive but since going back over previous post on this thread I see I am not alone. My motor block on my BK Mini 180 went out so I sent an email to Royal Exclusive and received and email back from Matthias Wüstefeld a couple of days later who said that they were working on a solution to my problem and it would be a big help if I could send him some photo's on the motor block, impeller and volute, which I did. Well that was two weeks ago and I still haven't received anything back from them. I have sent further emails asking for a response and still nothing. This to me is very poor customer service. I have a lot of EcoTech Marine products I use on my tank: 6 Radions and 5 MP40WES. If i have a problem with anything of these products EcoTech will ship a new part and it's on my door step in a day or two days, now that is great customer service which all high end aquarium equipment manufacturers should strive for. On the other hand, Royal Exclusiv doesn't seem to care about its consumers and doesn't have the decency to respond to emails or answer phone calls. Bubble King's are very expensive skimmers and Royal Exclusiv should have the customer service to back up the dollars that its customer have spent on their products.
Well, I hate complaining but I'm the same boat or very a very similar one.. I purchased a used mini 180 which turned out to habe impeller vibrations
I delalt with a very nice rc member which was very nice to help me deal with the impeller issue and reimbursed a portion of the cost for the impeller (thank you)
Now the good part, after numerous pictures and communication emails, Michelle from PA sent a impeller over in within a week, so that was acceptable and I was a happy guy.... At this point I didn't understand the customer frustration when dealing with BK products...
Now... I live in Vancouver however I shop in us, so I had the rotor sent to my mailing address in us as shipping is cheaper and way faster in us.
Shockingly the rotor was packaged in a envelope... It arrived with the impeller sticking out and one tooth broken... this is a packaging mistake on PA's side... For what that rotor is worth and and how long customers wait, they should really box RE parts in better packaging ... I was extremely disappointed to get a already broken impeller and on top of it the needlewheel is shorter... Probably from the same motor block but different skimmer...
Now the frustration really starts... I've sent the rotor back and currently exchanging weekly emails with Michelle and waiting for RE to get a new rotor shipped to PA... Supposingly a shipment will arrive to PA sometime soon and hopefully my rotor will be on that shipment.
Its only been one month of waiting, however I can see how people get really antsy waiting for replacement parts... I really think RE should be better considering how expensive the product is and how difficult and time it takes to get replacement parts...
I have a most of Ecotechs line and owned most of their products and I can say their customer support is top notch... Something which RE needs to look into and possibly copy as the us market is huge and competition is also huge
Now I want to suggest to the reefers out there to purchase bearings for their skimmers and have a couple on hand... Its worth the 20$...
I ordered bearings with the rotor and managed to change the inner bearing on my impeller... This fixed the vibration I was experiencing although it wasn't the most convenient and easy fix, but the skimmer is operational until I get a new proper replacement impeller