Complaint

[jasonbiker]

Dear Sir

Re Order number# 100215132

On Aug 22, I placed the captioned order on your website.

Unfortunately, I found some defects on one of the reflectors outer surface (item# SL1533) and I sent an email to your customer care division reporting this on Sept 2. I am disappointed because the after sales service was not performed correctly. So far, I only got 2 emails so far from George G, one dated Sept 5 claimed that the issue would be passed to the management team and the second one dated Sept 11. but, no reply until now.

To solve the problem, I would apprepriciate your prompt follow up action.

I look forward to your reply and a resolution to my problem, and will wait until the next Wednesday (Sept 20) before seeking any further help from professional.

Sincerely
Jason Lee

Enclosure
- photos showing areas of defect
- email correspondence with your staff, George G

I am still awaiting for my manager to return he should be here on Wed. Sorry for the delay, I just wanted you to know that I haven¡¦t forgotten about the situation!

Thank you,

George G.

Marine Depot



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From: lee jason [mailto:jasonbiker@hotmail.com]
Sent: Monday, September 04, 2006 7:49 PM
To: customercare@marinedepot.com
Subject: RE: Order number# 100215132 (Thread:940797)

Hello George,

Thanks for your reply!

Waiting for your further information.

Best Regards

Jason


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From: "customercare@marinedepot.com" <customercare@marinedepot.com>
To: jasonbiker@hotmail.com
Subject: RE: Order number# 100215132 (Thread:940797)
Date: Sat, 2 Sep 2006 14:21:43 -0700




Hello Lee,

I am sorry this happened to you, I will follow up with the management team on Monday to figure out a solution for your problem at hand. Once again I am sorry for what happened!

Thank you,

George G,

Marine Depot



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From: lee jason [mailto:jasonbiker@hotmail.com]
Sent: Saturday, September 02, 2006 2:57 AM
To: customercare@marinedepot.com
Subject: Order number# 100215132 (Thread:940797)

Dear Sir,

I have received the captioned on Monday (Aug 28) Hong Kong time. And opened the parcel today, Saturday (Sept 2) but I was so disappointed due to the scratches (3 areas in total, both front & back) on the outer surface of one of the reflectors (item# SL1533)!! Attached are the pix (4 in total)that showing the areas of defect.

Now, I would like to request your necessary follow up action regarding the above mentioned problems with my shipment.

Look forward to hearing from your soon.

Thanks for your attention.

Regards

Jason

 

[MarineDepot]

Hello,

Thank you for your post, I apologize for the delay, From what I am seeing from your photos these seem to be all cosmetic scratches and will not impede the performance of the unit itself, but in your behalf I have placed a call with the manufacturer about your situation, and I am waiting to hear back from them to resolve the problem for you. You may contact me directly at 714.385.0080 or email me at customercare@marinedepot.com if you have any further questions


Walter
Marine Depot Customer Service

 

[RobbyG]

This kind of response gets me worried! If I bought a TV and it had scratches all over the Body and the dealer told me "Hey it's only cosmetic and does not impede the Performance" I would be very upset. MD is a great company, what's going on?

Fish Tanks are display items and no one likes to see scratches on their expensive setup. What is going on at MD with customer service and Returns? Looking at this guys Lights I would be apologizing to him and offering an immediate exchange, not a promise to contact the Manufacturer.

There has been a flurry of MD complaints of late, somebody high up at MD needs to take a look at this and change a few policies because lets face it, MD is not cheap and people expect better service if they are paying more for the product.

Just my 2 cents as a concerned MD shopper.

<a href=showthread.php?s=&postid=8151740#post8151740 target=_blank>Originally posted</a> by MarineDepot
Hello,

Thank you for your post, I apologize for the delay, From what I am seeing from your photos these seem to be all cosmetic scratches and will not impede the performance of the unit itself, but in your behalf I have placed a call with the manufacturer about your situation, and I am waiting to hear back from them to resolve the problem for you. You may contact me directly at 714.385.0080 or email me at customercare@marinedepot.com if you have any further questions


Walter
Marine Depot Customer Service

 

[Freed]

I personally have never had any issues with anything I purchased on line or over the phone from MD, BUT, I would have to say that that response is a bit less than what I would expect to remedy the situation.

 

[MarineDepot]

Thanks for the comments, we are working with the customer on this and offered a whole replacement. However, the hood has been modified which complicates things a bit.

We will continue to work with Jason and will continue to do so until he is content with the purchase. I assure you that customer service is still our top priority and we continually make changes to keep our customers happy.

Ben
Director of Operations
www.marinedepot.com

 

[Freed]

Alterations were never discussed above so that would change the situation a bit then.

 

[RobbyG]

Nice to see MD helping him, and I agree with Freed, Alterations were never mentioned and that does change things. I can't understand why Jason would start Alterations on an already damaged product !!! Maybe Jason can chime in on this.

 

[jasonbiker]

Hi Ben

I found it is really ridiculous for your reply. What do you mean by ¡§working in good condition¡¨? Can you buy a car that is working in good condition but come along with the whole body scratches? What an irresponsible reply!

1. The scratch is only one of the problems and you can refer the second one on ReefCentral. http://www.reefcentral.com/forums/showthread.php?s=&threadid=929707

2. Regarding the modification, I actually only changed the manufactured set of plug. But I restate that I had already checked with you coworker, Crook about it and he responded that he did not know what I want. I understand that you are not the manufacturer but I believe you are accountable to all problems/questions that your customers may have.

3. As the above mentioned disappointments, I was compelled to solve the problem by myself and searched in Hong Kong a female plug that can match with the manufactured one but I cannot. Finally, I had to change the whole set of plug and I consulted the professional and believe this kind of modification would not cause any bad effect upon the function, safety & lifespan of the reflector. And I cannot agree ¡§the hood has been modified which complicates things a bit¡¨ which you replied.

4. I had already sold my old reflector a week before I received the parcel. And I finally have time to unpack them 5 days after I received. It was already more than 10 days. At the same time, I sent you an email reporting such issue. My SPS was already being discolored and they are far more expansive than the reflector. If you were me, whether you would use the reflector even you have some problems with it. And who is going to compensate me if my SPS die?

I really doubt what kind of customer service you guys are providing? I have to wait for a few days after I sent you an email, I am thinking whether I was sending you guys a letter by post. Every time, you must say ¡§Sorry for delay and please wait one more time for.¡¨

I brought out the problem on 2 September and now it is still not yet solved. I finally can get you replied and asked me to return the reflector and claimed you would send me a new one for replacement once the inspection finds no problem with it after I posted the issue on ReefCentral. That means I still have to wait at least 3 more weeks and pay US100 for shipment. Unfortunately, after I told you about the ¡§modification¡¨ and you can only offer me a store credit of US50. But I am keen to know whether you guys have to guarantee the condition of the products (including the appearance) for every single order, especially the international one. You cannot just request the clients to return the items once they find something wrong with them. No one would buy something and suppose to come along with different kinds of problem. Even I return the item, whether you can guarantee the new one is satisfactorily without any problems. I have already lost the free shipping / free t-shirt / discount on an international order of US624.37.

Are you trying to escape from any kinds of responsibility? If I am provided with a pleasing product and customer service, whether I would waste my time in struggling with such bothering follow up?

I have put a lot of time on my SPS and below are the pix of them. If I really wait for your decision and did not use the reflector, I believe they have been my memory.


Last Update
http://www1.hksaltfish.com/hksfmalbum/thumbnails.php?album=683

My SPS
http://www1.hksaltfish.com/hksfmalbum/thumbnails.php?album=408

My Fish
http://www1.hksaltfish.com/hksfmalbum/thumbnails.php?album=414

My Equipment
http://www1.hksaltfish.com/hksfmalbum/thumbnails.php?album=443


This is my 2nd order from Marine Depot, I hope the 3rd / 4th / or more are coming. Therefore, I eager to have a reasonable solution with sincerity.

Look forward to hearing from you soon.

Regards

Jason