<a href=showthread.php?s=&postid=9538132#post9538132 target=_blank>Originally posted</a> by AdvanceAquaTank
After seeing this come up on several aquarium forums, we at Advance Aqua Tanks should have the ability to tell our side of the story.
We stand behind our products 100%, but as with any Warranty issue, certain procedures and guidelines must be followed. We have all had to deal with warranties, and this is no exception.
Per our warranty, we require an original Proof of Purchase/Receipt. None was ever provided. This is important because without it, we can’t be assured that this issue arose while in this particular customer’s care.
We also require a standard Warranty Card (provided with the aquarium) to be filled out and returned for our records within 10 days of original purchase. This way we can verify the original purchaser, and purchase date. None was ever provided.
Most importantly, the images taken specifically to highlight these ‘star fractures’, provide, in our opinion, a misleading depiction of the aquarium as a whole. This aquarium is in poor condition, and shows signs of years of abuse and misuse. Several modifications have been made to the top, with improper tooling. Looking at the aquarium as a whole (not just close-ups), its pretty easy to determine how well this aquarium has been taken care of.
In over 20 years, and thousands of aquariums manufactured, we have seen these ‘star fractures’ dozens of times. Not once have we ever seen them cause by anything other than an impact. The likelihood of 7 separate fractures occurring on 3 separate panels on one aquarium is astronomically low. Also, because of the size of this aquarium, these 3 panels could not have been made from 1 single sheet of acrylic. So a defect in the acrylic panel itself should not apply, as the problem has occurred on 2 separate sheets.
Judging by the overall condition of this aquarium, and the extremely low likelihood of 1 fracture occurring spontaneously, let alone 7, we do not think it is unreasonable to assume this was caused by anything other than the misuse by its owner.
But, we don’t stop there.
We have offered to remove a small section of the top and have it analyzed, at our expense to determine the exact nature of the failure. This would not affect the structural integrity of the aquarium. The customer has refused to allow us to do this.
We have offered to replace the end panel, and provide the customer with a separate sample of the defect to have it analyzed independently. Also, at our cost. This has been refused as well.
This customer has stated that he wants a new aquarium, and that is all. Judging by the current condition of the aquarium in question, we cannot do this without further investigation. Again, we have not been allowed this opportunity.
Most of us have had to deal with warranty issues at least once in our lives. Probably the most common issue we have to deal with is with our vehicles. Imagine your engine in your car goes out, and it is covered under warranty. The normal procedure it to take your car to the local dealership, have their technicians diagnose it and find the source of the problem. If they say it is not a warranty related issue, you have the option of taking it to your technicians and have it analyzed. If your mechanic believes it to be a manufacturing defect, you present that to your dealership.
Can you imagine sending digital images of your car to your dealership, and demanding a brand new car? This is the position we have been put in.
Honestly, we want to find the true cause of the problem this customer is experiencing. We are aquarium people, and this is our business. But we feel we are being cast in a negative light, merely because we are following normal procedures to find the true cause of the problem.
We hope everyone reading this can approach this situation fairly, and we hope our customers will let us come to a conclusion that is fair to both parties involved.
Thank you for your time.
Best Regards,
Advance Aqua Tanks
..........Just use his own words against him: 
But let us not forget to also post positive results with complaints, because that is the biggest weapon we have, to "support the good guy's"
