Frustrating Customer Service

[Zoner]

You'd think if you spend $900+ on new MP40s and they fail within 6 months, you'd get better customer service.

Just a suggestion, but rather than require approved warranty replacements to contact you via phone to set up the replacement and ugh... give you credit card info over the phone, you set up an online return form that you can direct them to. This would solve a few things:

1. The delay in getting your CUSTOMER the replacement, because your customer can't contact you within your limited hours

2. The delay in getting your CUSTOMER the replacement, because he/she has made time to call, only to be kept on hold for 10 minutes than redirected to voicemail when you don't pick up

3. The insecure nature of handing out credit card information over the phone, which is required before you ship out any warranty replacements.

I've spent over $3K on various ecotech pumps for various tanks at home and at the office, but if I knew that your customer service was this bad, I would've chosen another brand. It's been a week since I first submitted the request and I have yet to have the replacement even shipped.

 

[Alex Y EcoTech]

Richard,

I apologize for the short delay, but we do our best take care of our customers, and respond within 24 hours. In certain cases that is not possible due to factors outside of our control, and for that we are sorry. I truly appreciate your feedback and if you would like to discuss this further please respond to my email.

 

[gregr]

It's been a week since I first submitted the request and I have yet to have the replacement even shipped.

I apologize for the short delay

Short delay? Is a week short compared to the 24 hours you say you respond within? For the money he paid he should get a lot better treatment than that. Actually, he should get better treatment than that no matter what he paid.