Buyer beware and the worst customer service ever!!

jwoyshnar

jwoyshnar

New member
I ordered a new pump for my octopus skimmer. I got it and put it in and instantly it was noisy as heck. I took the pump apart and found needles missing on the prop. I called them and basically they told me it was my fault that a snail ended up inside of it. They dont even offer a new needle wheel for it for me to buy. The guy i got on the phone was a complete jerk and was not helpful at all.
 
why dont you use the needle wheel from your old pump? i dont think they make the pumps there themselfs so i dont think they have replacement parts. not relle much they could have done to keep the snail out and neither could have you its a lose lose situation. I was always told octopus parts are hard to get thank god mine is still in working order.
 
oh i thought you said that a snail went in there frm my our tank and that was not there fault, i didnt understand that you just put it on and the wheel was already broken. Blows man.
 
jwoyshnar said:
I ordered a new pump for my octopus skimmer. I got it and put it in and instantly it was noisy as heck. I took the pump apart and found needles missing on the prop. I called them and basically they told me it was my fault that a snail ended up inside of it. They dont even offer a new needle wheel for it for me to buy. The guy i got on the phone was a complete jerk and was not helpful at all.
Click to expand...

Dispute the charge on your card.
 
John,

You have purchased a Resun King 225F pump on 04/19/2010 last month and you have called yesterday telling me that your pump from beginning was making a lot of loud noise, it was unbearable that you were not able to watch TV while it's on therefore you have not used it for awhile. For troubleshooting purposes, I have asked for you to check if there's something stuck inside the pump and you told me that your impeller broke and that's why it's making that load noise. You also mentioned that the original pump is not loud/screeching like the new pump. I have ask for you to send me a picture of the broken impeller that causes your new pump to screech for us to claim warranty. That's is when you got upset because I quote "it's unbelievable this is a new pump and now your asking me to take a picture? This should be covered under warranty..". At this point I have to explain to you that in order for us to claim warranty, I have to show a picture of the impeller showing our manufacturer what happened to your pump to qualify for a replacement. As I reviewed the picture below and based upon the time frame of when you bought this pump, I told you nicely that I don't think this will qualify, because for an impeller to brake like this, it means that something got inside the pump and jammed "like a snail or crab". At end of our conversation, I excused myself for not being able to have a decision on your warranty claim and I will followup with you today. We do not carry the impeller in-stock for this pump that is why I am not able to offer you a replacement impeller for purchase.

Please contact us directly for your impeller warranty confirmation from Manufacturer (CoralVue). Thanks..
 
Well as i reported to you when i called days ago when we talked i also talked to someone else more than a week ago. That person told me to try the other impeller. I have been trying to locate that impeller as i was unsure what i did whith the last pump. I then found out that my girlfriend threw it out while she was cleaning. So i didnt have the impeller to try. As for the time, yes it was ordered on the 19th of april, It took over a week to receive it. I didnt get a chance to immediately install it as i have children to tend to, a job that requires me to work 12 hours a day and during that timeframe i was working just about everyday besides i didnt need the skimmer as my backup skimmer was doing fine. Upon the inspection there was no snail or anything for that matter. As you know there is a filter pad on the Octopus Bh-300f that would stop all debris from leaving the tank. There is no snail or anything else in that filter that would have caused damage. As a matter of fact all i have in that tank is a few turbos which are quite large to fit into an opening around a 1/2" in diameter. There is two of the same pumps side by side. How did the debris only take out one impeller and not hte other pump?
The other person i talked to was very helpful and very willing to help. He said he wanted to make sure it was the impeller. He told me if the other impeller was ok sounding he would ship out a new one. Please if you are going to leave a comment back, please leave all facts that we have discussed. If anything happens i hope you would learn to listen to your customers than assuming how a problem happened.
 
Since, it's your 1st time ordering from us we were going to send you a replacement impeller anyway to make a statement. However, it was deflating for us to assist you after reading your post in our forum.

To get facts straight, when you called 2 weeks ago, and last week, I was the person you where speaking with. The reason why I used the example in my earlier post is to remind you about the example you gave me on your first call. I have ask you to check if you can use the old impeller and see if it works because that would let me know if you needed a replacement pump or an impeller. You did not mention that the impeller was broken on your 1st call, you mentioned it on your second call last week.

Here's the back and forth email showing our intent in sending a replacement impeller to your location. Email or call the manufacturer to verify..

We all have obligations to our family and we can only do our best to provide what we can.

From: "Vue Technology" <sales@coralvue.com>
Sent: Tuesday, May 20, 2010 4:00 PM
To: enrico@aquacave.com
Subject: Re: Aquacave (J W)

Will send him a replacement impeller today at no cost. Let me know if you need anything. Thanks

President
Vue Technology

From: "enrico@aquacave.com" <enrico@aquacave.com>
Sent: Wednesday, May 19, 2010 4:28 PM
To: "Vue Technology" <sales@coralvue.com>
Subject: Re: Aquacave (J W)

No big deal... I don't think its necessary to jump the gun the way he did in RC. It's necessary to ask for photos of items that was broken when you claim for warranty. I truly, dont like the idea of cultivating this childlike behavior.

Here's his address just send it when your able and charge our account.

Jxx Wxxxxxx
xxx box 0000
cXXXXXX , PA XXXXX

Invoice: XXX78
Purchase Date: 04/19/2010
Resun King 225F,19W, 225GPH Needle Wheel Pump for Octopus Hang-on Back Skimmers

From: "Vue Technology" <sales@coralvue.com>
Sent: Wednesday, May 19, 2010 11:49 AM
To: enrico@aquacave.com
Subject: Re: Aquacave (J W)

I did not realize this was a Resun pump, I thought it was a OTP pump. We can send this guy a new impeller for the Resun. Sorry I was confused as to which pump. The OTP pumps had black needle wheel impellers with that up until about 2 years ago when we changed to a pin wheel impeller.

President
Vue Technology

From: "Vue Technology" <sales@coralvue.com>
Sent: Tuesday, May 18, 2010 4:58 PM
To: enrico@aquacave.com
Subject: Re: Aquacave (J W)

They are $XX your cost. When did he purchase this pump?
--
President
Vue Technology

From: "enrico@aquacave.com" <enrico@aquacave.com>
Reply-To: <enrico@aquacave.com>
Date: Tue, 18 May 2010 18:55:20 -0400
To: Vue Technology <sales@coralvue.com>
Subject: Re: Aquacave (J W)

He bought the pump from us not the skimmer and we do not carry the impeller? do you have them? how much are they?

__________________________________________________________________________
From: "Vue Technology" <sales@coralvue.com>
Sent: Tuesday, May 18, 2010 2:14 PM
To: enrico@aquacave.com
Subject: Re: Aquacave (J W)

Something must have been sucked into the pump to break the pins. Let me know how you want to handle it?

President
Vue Technology
From: "enrico@aquacave.com" <enrico@aquacave.com>
Reply-To: <enrico@aquacave.com>
Date: Tue, 18 May 2010 16:08:20 -0400
To: <sales@coralvue.com>
Subject: Aquacave (J W)

David,

Please review the photo below and let me know what you think. He claims that the impeller was broke that is why it was making a loud noise initially when he turned it on.

However, I think we should offer him a discount or just replace the impeller as long as he ships the bad impeller back to our location.

Invoice: XXX78
Purchase Date: 04/19/2010
Resun King 225F,19W, 225GPH Needle Wheel Pump for Octopus Hang-on Back Skimmers
__________________________________________________________________________
From: "j"
Sent: Monday, May 17, 2010 8:58 PM
To: customercare@aquacave.com
Subject:
Here is the photo you asked for
 
Thanks for hearing me on this. They ar ein fact shipping me a new impeller which is all i asked for. It is nice to see a company do the right thing. All should take this as a positive thing they did. thanks
 
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