Is it just me or is the customer service at glass cages terrible? Their website is even pretty blunt about no one coming by with out an appointment. When you call they wont say 5 words except write down what you want and fax it to us. They just seem really short on the phone. I'm thinking about getting a new tank but not sure I can deal with these people.
Glass Cages customer service??????
- Thread starter Highside
- Start date
cee
New member
Once you accept the fact that they build what you want according to your requirements and they really aren't set up to deal with direct retail, combined with the fact that most of their business is large custom tanks for public aquariums and the like, you'll better understand where they're coming from. If you're willing to put up with these nuances, know exactly what you want up front, and don't rush them, you can get a decent tank that's built like a tank at a very competitive price. When I picked mine up, Tom was quite nice, showed me around the place, explained the manufacturing process, made some suggestions about stand construction, etc. Granted, the initial contact left me a bit concerned, but it worked out well in the end...
Dave
Dave
eyebedam
Is Sailing the Seas
I bought my tank from them about a month ago. On the phone they really have no customer service skills or personality. In person Tom is very direct but he is not rude. He showed me around the shop & my tank was ready really fast. Theyre working around the shop all the time most of the time its 7 days a week. I think the reason they say u must have an appointment is they really dont have a showroom & it keeps people from just wanting to stop in & do a bunch of window shopping but anytime ive called hes been like just get here before 2. The guys in the shop take lunch from 12 to 1 & will not load anything during that time.
I hope this helps some.
Jason
I hope this helps some.
Jason
Pickupman66
New member
Much much better in person I believe. Tom was indeed very direct with me on my sump design and helped in a few aspects. It didnt come out exactly right, so they made a peice for me that corrected it. they do create a GREAT product.
Angela Short
New member
I got my 270 from them and they are blunt but if you know what you want and just stay with the facts and no small talk about "what if or what would you do" questions they are fine. They don't like window shoppers and deal with raw glass and don't like people just comming in for a look see with the family. Lots of folks just wanna call and talk tanks with them and never order in the end and they are just way to buisy to spend time with people who are not going to order. ANd I was told they are super buisy and are not hurting for work so I take it they don't care if you don't like there way of doing buisness.
I worked with the public for 10 years and nothing was more irritating than people wanting to come into the shop and just talk about there hairstyle and what I would do if I were them without actually spending money. I was also way to buisy and overbooked anyways to do casuel talk or free advise without an apointment so I kinda know where they are comming from. I was never rude about it though but thats just peoples personalities.
FWIW I caught on fast the way they wanted to do the transaction and it was very uneventfull. They called me with questions and my tank was 100% the way I ordered it and faxed the drawings. I did have issues after the sell and they were "curt but polite" and got right back with me on my issues. ( My kids whacked a chunk out of the front seem) And I was freaking it would start leaking. Gotta love kids! :lol: My tank is very well built!!
I worked with the public for 10 years and nothing was more irritating than people wanting to come into the shop and just talk about there hairstyle and what I would do if I were them without actually spending money. I was also way to buisy and overbooked anyways to do casuel talk or free advise without an apointment so I kinda know where they are comming from. I was never rude about it though but thats just peoples personalities.
FWIW I caught on fast the way they wanted to do the transaction and it was very uneventfull. They called me with questions and my tank was 100% the way I ordered it and faxed the drawings. I did have issues after the sell and they were "curt but polite" and got right back with me on my issues. ( My kids whacked a chunk out of the front seem) And I was freaking it would start leaking. Gotta love kids! :lol: My tank is very well built!!
I have a GC 55 and am quit pleased with it. When I built it I was one the "cutting edge" of bare bottom. He questioned my set up and told me his opinion but in the end did as I asked. The tank is now two years old and I am turning over, over 3000 gph. I absolutely love it. I have heard the yellow glass theory but if there is I haven't noticed it. The holes that they drilled fro me are in some pretty tight places and after a move and many test situations in my garage I have no problems with the glass. I agree with Angela in saying the tanks are very well built. My next upgrade will come from them.
Rob
Rob
Countzer0
New member
hahahah Customer Service.... sorry. I guess you would have to know Tom. The ol mans a hoot! Grab your GPS a full tank of gas and take a drive out to Dickson. ..for added fun watch Deliverance the night before.... Once there you'll find Tom is as nice and friendly as anyone... but he is VERY busy and all business... Oh and try not to run over the dogs/cats/peacocks/llamas ....
aquaman67
Active member
That was funny.
I forgot about all those dogs!!!
When I picked up the acrylic back ground and overflow cover for my 70 in Sept, 05 I was mauled too!
I was so afraid I was going to run over one when I was leaving, it took me 10 minutes to back out of the parking lot.
My mother in law has one of those dogs, talk about highstrung...the dog, not the MiL.
.greystreet41
In Memoriam
I found this thread searching GC and laughed hysterically at the Deliverance reference...holy cow. I do need them to build me a tank. I might have fun with the "poor communication skills" that seem to be just part of it. I'll start laghing if he ends up being weird instead of getting angry.
NeveSSL
Got tubes?
I laughed at the Deliverance joke, too. I didn't think I was EVER going to get to that place!
I just flat out ticked them off. And they ticked me off, too. And both of us I think had good reasons... lol. I had to change my order a couple of times (ticked them off... understandably so) and they assumed I wanted acrylic when I told them I was going to use it for a sump (ticked me off because I wanted glass and I NEVER said acrylic). BUT, in the end they were pretty nice when we got there (WHEN we got there... lol) and I got what I wanted for a good price.
The only thing that concerns me about their tanks is that they don't use tempered glass on the bottom. But, all that means is that you can't use a stand that only supports around the edges... like mine did. But some 2x4s and a little ingenuity solved the problem.
Ultimately, they don't sell because they have great customer service. They sell because they have low prices. Personally, I will without a doubt buy from them again. Its a bit hard for me because I am a very personal service driven type person, but I'll get over it.
Brandon
I just flat out ticked them off. And they ticked me off, too. And both of us I think had good reasons... lol. I had to change my order a couple of times (ticked them off... understandably so) and they assumed I wanted acrylic when I told them I was going to use it for a sump (ticked me off because I wanted glass and I NEVER said acrylic). BUT, in the end they were pretty nice when we got there (WHEN we got there... lol) and I got what I wanted for a good price.
The only thing that concerns me about their tanks is that they don't use tempered glass on the bottom. But, all that means is that you can't use a stand that only supports around the edges... like mine did. But some 2x4s and a little ingenuity solved the problem.
Ultimately, they don't sell because they have great customer service. They sell because they have low prices. Personally, I will without a doubt buy from them again. Its a bit hard for me because I am a very personal service driven type person, but I'll get over it.
Brandon
TitansFan
Active member
Being in the line of work I am in I compare this to deciding between a Nissan and a BMW. If you walk in to buy a Nissan as cheap as you can you will get a great car with little customer service for cheap. If you walk into a BMW and pay what they ask you will get a great car with great customer service for a price. In the end the old .. you get what you pay for rings true. If my memory serves me correct glasscages actually started out as a wholesale business and never had the need to develop customer service skills in the past.
