corndogg
New member
I recently ordered a few things from you guys and just wanted to express my disappointed in the outcome of the solution offered.
I purchased a Sedra 15000 replacement needlewheel pump for my ASM skimmer. When it arrived, I contacted the CS reps about a few missing parts to the pump (specifically the venturi and outlet elbow).
I was informed that neither were not included and I could pay an extra $15 for the venturi but they couldn't get the elbow. However, they would be so generous as to cover the shipping for the new item even though your picture of the item clearly showed a venturi with it. It was my mistake to assume that since other vendors include the elbow, you would. Your rep offered an alternative to purchasing the venturi and it was to send the pump back on my shipping dollar for a refund. Obviously, I'd have to buy the pump again and would end up paying shipping 3 times which doesn't make sense.
What I do suspect though is that this pump was not originally a needlewheel pump and you guys add you own needlewheels to them. Or you take them out to charge extra. The box had clearly been handled roughly and opened previously. The box did not specify that it was a needlewheel but the picture did have a intake (without air input) on it.
My problem is that the product was misrepresented by the picture on your site. If you had offered the true needlewheel pump packaged from the manufacturer, it would have included the necessary parts. At least disclose that this pump was modified to be a needlewheel since the packaging says "inline pump" so I have the choice. Or disclose that it does not include that part pictured.
Fortunately, another RC sponsor bailed you out on the parts needed so it looks like I'll be keeping the pump anyway. I just wanted to make you aware of my unsatisfactory service.
I purchased a Sedra 15000 replacement needlewheel pump for my ASM skimmer. When it arrived, I contacted the CS reps about a few missing parts to the pump (specifically the venturi and outlet elbow).
I was informed that neither were not included and I could pay an extra $15 for the venturi but they couldn't get the elbow. However, they would be so generous as to cover the shipping for the new item even though your picture of the item clearly showed a venturi with it. It was my mistake to assume that since other vendors include the elbow, you would. Your rep offered an alternative to purchasing the venturi and it was to send the pump back on my shipping dollar for a refund. Obviously, I'd have to buy the pump again and would end up paying shipping 3 times which doesn't make sense.
What I do suspect though is that this pump was not originally a needlewheel pump and you guys add you own needlewheels to them. Or you take them out to charge extra. The box had clearly been handled roughly and opened previously. The box did not specify that it was a needlewheel but the picture did have a intake (without air input) on it.
My problem is that the product was misrepresented by the picture on your site. If you had offered the true needlewheel pump packaged from the manufacturer, it would have included the necessary parts. At least disclose that this pump was modified to be a needlewheel since the packaging says "inline pump" so I have the choice. Or disclose that it does not include that part pictured.
Fortunately, another RC sponsor bailed you out on the parts needed so it looks like I'll be keeping the pump anyway. I just wanted to make you aware of my unsatisfactory service.
