Buyer Beware

[Peter Eichler]

Aquacave/Albert is awful with contact and customer service as a whole. I had sent PMs and several e-mails about the problems I was having with the new skimmer I got from them. They don't seem to answer the phone so don't even bother...I ended up getting an e-mail weeks later that didn't even address my problem which was simply a cut and paste from the manufacturer. After I informed them that my problem wasn't what the manufactuere was describing they broke off all contact. In fact the only reason I got that tiny response in the first place was because someone informed them of all the people that were posting bad feedback on these forums.

Aquacave was by far the worst experience I've had from any vendor, and sadly I'm not alone. Do not buy from them if you value customer service!

Hell, it'll probably even take them several days to respond to this thread in their own forum. :lol:

 

[AquaCave]

Peter,
I'm sorry you have a problems with the skimmer. Please note that we've moved few months back and we had to change our phone numbers.
If you tried to reach us during the last couple days, we've been out of town for a trade show this last weekend so that could be the reason that your phone calls have not been returned.
Please call me at 847-582-1026 to address your issue. We'll do anything that we can to help you.
You can also email us at customercare@aquacave.com

Albert

www.AquaCave.com

 

[wenszoo]

I ordered my skimmer from them on feb 17th at about 10:00pm which ment they did not see the order until monday the 19th. They shipped my order that day and it was at my door at 1:42 pm on tuesday the 20th. The manufacture directions sucked so I called and they were VERY VERY helpfull to solve my problem. my skimmer was broke in by day 3 and is working great. I ordered an Octopus NW110.

 

[Peter Eichler]

<a href=showthread.php?s=&postid=9338423#post9338423 target=_blank>Originally posted</a> by AquaCave
Peter,
I'm sorry you have a problems with the skimmer. Please note that we've moved few months back and we had to change our phone numbers.
If you tried to reach us during the last couple days, we've been out of town for a trade show this last weekend so that could be the reason that your phone calls have not been returned.
Please call me at 847-582-1026 to address your issue. We'll do anything that we can to help you.
You can also email us at customercare@aquacave.com

Albert

www.AquaCave.com

Hey Albert,

It was a while ago, Oct. I believe. I tried calling a few times and different days and got no answer and IIRC there was no voicemail to leave a message on. I was pretty bummed when I got the service I did because with you being close to Milwaukee I would have continued to buy from you to save a little on shipping and get things faster.

Anyhow, my Octopus skimmer won't self prime. The only way to get it working is to disconnect it from the skimmer body and life it out of the water. I removed the o-ring that was talked about in the one e-mail you sent me and the skimmer skims better but it did nothing to start the pump easier. The little air intake nozzle snapped like a twig one of the times I was removing the pump from the skimmer body. I'm happy with the skimmers performance other than those issues. I'd just rather not have to go through the hassle and worry of their being a power outage and having no skimmer while I'm out of town.

Seems I've heard of other people with the same issue. Is there a known fix, did I just get a faulty pump? Or is this just a case of getting what you pay for and it being a very common problem?

Sorry about the harsh comments and the jab at the end but when I saw this forum I snapped a bit. I felt like after sending e-mails and trying to call you as well as PMing you on these forums I had done my part.

Feel free to PM me a response if you don't want to talk in this thread. I'd call but I'm just pretty busy during the day with work until Fri.

Regards,
Peter

 

[AquaCave]

Peter,
Few months back Octopus released a batch of pumps with impellers that fit too tight in pump's casing. Some of these pumps started working properly within few weeks of operation but those that did not we simply replaced.
Please email me which skimmer model you purchased and your invoice / order number and we'll send you a replacement unit right away.
Once again, I apologize about any inconvenience this might have caused.

Albert

www.AquaCave.com

 

[Peter Eichler]

I got the replacement pump from Albert over the weekend and got it hooked up lastnight. So far so good on it restarting itself after being turned off. Make me feel a lot better that my skimmer will turn back on should the power go out. Thanks for making things right Albert.

Take Care,
Peter