Marine Depot customer "service"

[dyamazon]

Here is some info on my LAST order from Marine Depot....

My wife ordered me a Mag Drive 3 for my new 55 gal, because that's what was recommened around here. I'm using it external.

I hooked it up today and it is leaking from the impeller housing. Marine Depot customer service says because it was used and because they put a disclaimer on their website (very hard to find) about Mag 3's that they will not exhcange it or take it back. The only advice they gave me was to put a small bead of silicone around the cover.

Yes, it was used for about 30 seconds, if that -- I'm not sure how you can tell if a pump works without ever plugging it in -- stupid!

I equipped my 20g and 2.5g with stuff from Marine Depot and was my wife ordered a substantial amount of equipment along with the Mag 3. I was planning on ordering my lights from them as well, but I'll find someplace else now, if they won't stand behind their sale.

I welcome Marine Depot staff to make this right.....

 

[dkh0331]

Doesn't seem right - here is MD's page on the Mag 3 -

http://www.marinedepot.com/md_viewItem.asp?idproduct=DN1121

It states - "3 year manufacturer`s Limited Warranty"

Was there a possible miscommunication w/ MD?

David

 

[dyamazon]

No, they were pretty specific to me when he said "Since it's been used we can't accept it for return". Like I said, I had it on for all of 15-30 seconds -- it was leaking like a sieve.

Also their disclaimer about not using the Mag 3 external is not on the actual product page for the Mag 3.

 

[Mimbler1]

I've seen their disclaimer about mag pumps leaking, and as far as I know they are the only retailers responsible enough to state it. IMHO mag pump o rings are too small diameter, and sometimes work, and sometimes leak. The advice to use silicone is good advice; that is what I do, and it works,
Mike

 

[brad23]

This is why I use mine in sump and I thought all mag pumps were suppose to be in sump because of over heating issues.

 

[dyamazon]

Funny how the disclaimer is not on the actual product page -- so I disagree about it being "responsible", it's more like CYA. Responsible would be not carrying a product if they know it is faulty.

I also disagree that it's ok for a product to leak even if it's used in the sump -- you are paying for a given performance and if the pump leaks you aren't getting that.

The fact is they took my wife's $39 and then won't take the pump back because it's "used" and they have a "disclaimer". Even Wal-Mart has a better return policy than that.

How can you possibly tell if it works if you can't test it? If you order a $500 light and it doesn't work when you plug it in, too bad for you because you opened the box and it's now used.

I notice that the MarineDepot person that posts to RC responded to a "your great" post, which was posted after mine, but did not bother to post in this thread.

In the end, customer service defines a company that I want to deal with versus one that I don't -- it also defines its reputation. Sure Marine Depot has a nice, informative site and good prices, and yes, up to this point I was a happy customer. BUT, if they won't stand behind what they sell when I have a problem, then I'll pay a little more and go somewhere that will.

I still invite their customer service staff to respond to this post and explain why if they feel that the product is not satisfactory, why is the disclaimer not on every page that the Mag 3 is displayed on, including the main product page? Why even carry it?

I look forward to hearing from them. I'm not rich so $39 is not just money that I want to throw away, so I am trying the silicone .

If that doesn't work I guess I'll try and find a new O-Ring because my expectations that they will actually do anything are low at this point.

 

[MarineDepot]

Hello Charles,

Thank you for your feed back, I do apologize for the inconvenience. I called the manufacturer this morning regarding your matter, because I did notice on their website that it says you can either use the pump in line or submerged, so this is what the representative of their company said to me, if there is any back pressure this would cause the pump to slightly seep water from the seem. So if you're running the pump with smaller than required tubing, pushing water thru some sort of filter media or even using it for a protein skimmer this would cause the back pressure to build and cause the pump to leak. This would be the reason why we at Marine Depot recommend that this pump is used submerged NOT externally. This is a very dependable pump and we stand behind the products we sell. It is also stated on our web site via this link http://www.marinedepot.com/aquarium_powerheads_pumps_danner_mag_drive_supreme.asp?CartId= "Note: Mag-Drive pumps are not recommended for external use." We do in fact have the disclaimer placed on the main pump page and we do not even list the Danner pumps with external pumps for this reason. Please contact me directly at 714.385.0080 ext 63 to further rectify your situation for you.

Walter
Marine Depot Customer Service Supervisor
www.MarineDepot.com

 

[dyamazon]

Walter,

Tried to contact you a couple of times on Friday and left you voice mail. I will try again Tuesday, please feel free to call me at the number on your vm.

You might want to add the disclaimer to the product page itself, because if you search MD.com specifically for a mag drive 3 it takes you right to the product page, which as shown by the link further up in this thread, does not have a disclaimer.

Looking forward to hearing from you.

 

[dyamazon]

Walter @ Marine Depot is A-OK

Walter @ Marine Depot is A-OK

After talking with Walter at Marine Depot, I'm glad to say I'm a happy customer again

After hearing the details and calling the manufacturer, Walter arranged to get my pump returned to Marine Depot under an RMA for an exchange for a different pump. Marine Depot even paid for the return shipping of the Mag3.

After going through all of this, I will indeed be purchasing from them again.

However, after hearing what Danner Mfg. told Walter, I would never purchase another one of the Danner made pumps.

Thank you Walter!!!!

 

[CamBarr]

yesssss gooooo md !!!!!