seattlerob
New member
I read some negative posts about Ecotech customer service recently, so I thought I'd share my experience, which is actually still in progress but so far so good!
My MP40W has been running since Oct, 2009 and yesterday it stopped working. The driver unit was flashing red/green which I believe indicates the wetside has seized up (which it had). Upon inspection of the wetside, I found that part of the plastic housing had broken, which caused the propeller bearing to not seat properly.
I sent ecotech an email last night and then followed up with a phone call this morning. I waited on hold for maybe 30 seconds before Steve answered by call. I briefly described the problem my vortech was having, then Steve checked for my email and found it. After summarizing the problem my pump is having, Steve said he would simply send me a replacement wetside assembly (not the complete wetside assembly, but some portion of it that replaces the broken part on mine) along with some instructions on how to perform the replacement. The total call lasted maybe 4 or 5 minutes...really no hassle whatsoever!
Of course, I still need to receive the replacement part, but so far I am quite impressed with the customer service provided by Ecotech and Steve.
Thanks!
Rob
ps - I decided to order a replacement wetside assembly through marinedepot.com so I will always have a spare on hand. I really hope that these wetside assemblies last longer than 2.5 months and my problem is not representative of the failure rate. In any case, having a spare will allow me to clean more easily and also be prepared in case of problems...
I plan to follow up on this post when I receive my replacement part from Ecotech.
My MP40W has been running since Oct, 2009 and yesterday it stopped working. The driver unit was flashing red/green which I believe indicates the wetside has seized up (which it had). Upon inspection of the wetside, I found that part of the plastic housing had broken, which caused the propeller bearing to not seat properly.
I sent ecotech an email last night and then followed up with a phone call this morning. I waited on hold for maybe 30 seconds before Steve answered by call. I briefly described the problem my vortech was having, then Steve checked for my email and found it. After summarizing the problem my pump is having, Steve said he would simply send me a replacement wetside assembly (not the complete wetside assembly, but some portion of it that replaces the broken part on mine) along with some instructions on how to perform the replacement. The total call lasted maybe 4 or 5 minutes...really no hassle whatsoever!
Of course, I still need to receive the replacement part, but so far I am quite impressed with the customer service provided by Ecotech and Steve.
Thanks!
Rob
ps - I decided to order a replacement wetside assembly through marinedepot.com so I will always have a spare on hand. I really hope that these wetside assemblies last longer than 2.5 months and my problem is not representative of the failure rate. In any case, having a spare will allow me to clean more easily and also be prepared in case of problems...
I plan to follow up on this post when I receive my replacement part from Ecotech.
