Maybe Vortech is not the right choice?

[Poppy828]

Seems there may be some issues that have not been addressed or resolved with past customers and new customers are receiving the "head of the line" service or "VIP" service if you will. In my experience with customer service and running a business, you take care of everyone and not give preferential treatment to only new customers. You give equal service to all. More importantly, why disregard and delay service to the past customers who have helped ECT become the company they are today or want to be today? That does not sit well with me. If I am out of line here, please straighten me out. I was about to order 2 of these pumps for my tank, but have doubts that the service I expect can and will be given.

Not to mention, the probability of IC removing themselves from this venture with ECT? Any truth to this? If so, why?

 

[EcoTech Marine]

Poppy828,

We at EcoTech Marine are deeply sorry if you feel that we have created a "pecking order" of old customers versus new customers.

We have done everything within our power to build the Wireless Wave Driver to handle the demand and unfortunately, even this was not enough. I just shipped out another 150 wireless wave drivers today, as I did at the end of last week. There have been more Wireless Wave Drivers shipped in the last four weeks than MP40w pumps, it just seems to be the case that the Wireless Wave Driver is in much greater demand than we expected. The problem that you are describing above is an unfortunate supply and demand issue. Our initial customers are very important to us and we are doing everything we can to provide this accessory in adequate supply. We expect to be caught up very very soon, as in within one week.

As for our relationship with IceCap, this is a rumor which is completely untrue. Our relationship with IceCap has never been better, however, it is different than it was in the past. The difference is that we at EcoTech are now selling the VorTech pump within the US directly with out a sole distributor. Us and IceCap felt that their position as a sole distributor was unnecessary, and that both of us are served better by EcoTech Marine handling sales on our own, while IceCap's expertise is still being utilized for customer service and the manufacturing and sale of the battery backup.

Please do let me know if there is anything I can do to make you more comfortable with this situation, or if you have any other questions.

Best,

Tim

 

[Poppy828]

I don't doubt that you have taken steps to meet the demand. My concern was that the past customers have been on a waiting list and have yet to receive the upgrade or items they have been waiting on for weeks/months. Yet, the new customers have been able to walk in to a supplier and grab it off the shelf or order online through a supplier. The past customers should have been the first orders shipped without hesitation being that money has been sent or credit card numbers given. Why make a loyal customer wait for a product they were in line for first? They should have had priority in this case.

The reason I stress this, is because "IF" I decide to become a customer, I too will soon be a "past" customer. Will I have that same treatment the current "old" customers are having as of late? I would hope not, but the track record shows different.

My business was heavily advanced with word of mouth through loyal customers. How can you expect loyalty and positive word of mouth recommendations if you don't take care of the established customer base you currently service? In this case have not completely serviced. I would imagine that word of mouth recognition would be minimal if any at all.

As for the IC situation...Is there a contract between IC and ETM? If so, what are the parameters of said contract? I want to know that if along with the above being resolved, that I will have competent service for these items if and when they need servicing. I want a person on the other end of the phone to be able to answer the questions I have. I know from experience that IC can do this. However, if IC were to leave, that service would certainly not be extended through EchoTech. You are having issues with taking care of customers now, why would the future be different, especially if you are on your own and did not have IC in your back pocket.

 

[Chris@IceCap]

Dear IceCap and EcoTech Customers:


In response to recent questions concerning the IceCap / EcoTech relationship, please note IceCap’s comments:


IceCap no longer distributes the Ecotech Vortec Product line. That change took place in July 2007 after joint meetings by both management teams. The transition from IceCap being an EcoTech “distributor” for the United States to the warranty and service arm, post sale, for Ecotech Marine was, and is, a mutual endeavor. Other than sharing margins on the Ecotech product line, there was no material value in continuing the previous relationship. Both IceCap and EcoTech are thrilled with the new relationship and look forward to working very closely together for the foreseeable future.
IceCap and Ecotech have a comprehensive service, warranty and engineering agreement in place that allows both firms to maximize their profitability by staying within their strengths going forward. Under the previous relationship, this was in jeopardy.
Ecotech worked in conjunction with IceCap to develop the Battery Back-up system. Ecotech authorized IceCap to sell this product as an approved and complimentary product to the EcoTech Vortec product line. IceCap, as the manufacturer of this product, continues to offer this product directly through its resellers but solely in conjunction with its continuing relationship with Ecotech Marine.
IceCap formally asserts that the relationship with Ecotech Marine is strong and that we thank EcoTech Marine for the opportunity to be their warranty and service arm as long at they will have us.


We encourage everyone to look for future products and technologies that both firms are feverishly developing together and separately. Thanks Tom for putting the questions and concerns on Reef Central. We hope we have assured you and clarified the relationship between Ecotech Marine and IceCap.



Sincerely,



Chris Conti-President
IceCap Inc.

 

[APorter]

<a href=showthread.php?s=&postid=11091048#post11091048 target=_blank>Originally posted</a> by Poppy828
I don't doubt that you have taken steps to meet the demand. My concern was that the past customers have been on a waiting list and have yet to receive the upgrade or items they have been waiting on for weeks/months. Yet, the new customers have been able to walk in to a supplier and grab it off the shelf or order online through a supplier. The past customers should have been the first orders shipped without hesitation being that money has been sent or credit card numbers given. Why make a loyal customer wait for a product they were in line for first? They should have had priority in this case.

The reason I stress this, is because "IF" I decide to become a customer, I too will soon be a "past" customer. Will I have that same treatment the current "old" customers are having as of late? I would hope not, but the track record shows different.

My business was heavily advanced with word of mouth through loyal customers. How can you expect loyalty and positive word of mouth recommendations if you don't take care of the established customer base you currently service? In this case have not completely serviced. I would imagine that word of mouth recognition would be minimal if any at all.

As for the IC situation...Is there a contract between IC and ETM? If so, what are the parameters of said contract? I want to know that if along with the above being resolved, that I will have competent service for these items if and when they need servicing. I want a person on the other end of the phone to be able to answer the questions I have. I know from experience that IC can do this. However, if IC were to leave, that service would certainly not be extended through EchoTech. You are having issues with taking care of customers now, why would the future be different, especially if you are on your own and did not have IC in your back pocket.

Just becuase I purchased a product from Ecotech Marine doesn't automatically make me a loyal customer. Loyalty extends beyond just the purchase of one item. Loyalty is sticking behind a company even when others decide that this said company doesn't know how to treat their customers.

 

[Poppy828]

Understood. However, my point was that you have customers that have already purchased from you or given means of payment to be put in the back of the line, when in fact they were, "loyal" customers by purchasing the additional item/items that have been delayed and given to "new" customers.

 

[APorter]

People have purchased (paid to be on waiting list) from vendors that sell the Vortech wireless driver, they did not pay Ecotech directly. Those people chose to be put on the waiting list and pay up front. There was nothing stopping them from waiting until the demand slowed down for the wireless drivers and vendors had them in stock.

 

[EcoTech Marine]

<a href=showthread.php?s=&postid=11091048#post11091048 target=_blank>Originally posted</a> by Poppy828
I don't doubt that you have taken steps to meet the demand. My concern was that the past customers have been on a waiting list and have yet to receive the upgrade or items they have been waiting on for weeks/months. Yet, the new customers have been able to walk in to a supplier and grab it off the shelf or order online through a supplier. The past customers should have been the first orders shipped without hesitation being that money has been sent or credit card numbers given. Why make a loyal customer wait for a product they were in line for first? They should have had priority in this case.

Poppy828-

Again, I am sorry for for not having built more of these assemblies than I already have. Aside from that, I hope you understand that I am at the mercy of the orders that are placed with me by my vendors. These vendors include mail order stores and local fish stores. We have been back ordered on both MP40w pumps and Wireless Wave Drivers for some time, but are now finally getting caught up. We have shipped more WWD's than MP40w pumps in a quantity proportional to the number of back orders.

I can only execute so much control over my vendors, and some of them take credit card numbers in advance in order to develop a list from which to fill back orders. EcoTech Marine does not bill our customers (the mail order stores and fish stores from whom you are buying) in advance for any order. More importantly though, we do not bill you, the final consumer in advance either, and we cannot control those people who do. I can sympathize with those of you who are or have been waiting. My responsiblity to you is to build more units and believe me i'm trying as hard as possible.

-Tim

 

[Poppy828]

I beleive you are missing the point of true customer service whether it be from ETM directly or it's suppliers. It is still a direct reflection on ETM. Why? Because they choose the suppliers of the equipment which in turn is a reflection of service they (ETM) provide or do not provide.

This is not a debate on customers choosing to be on a waiting list or not. The concern I have is trusting a company to provide me with the service I deserve when I make a purchase. No matter if it is directly from them or second hand.

 

[EcoTech Marine]

<a href=showthread.php?s=&postid=11091301#post11091301 target=_blank>Originally posted</a> by Poppy828
I beleive you are missing the point of true customer service whether it be from ETM directly or it's suppliers. It is still a direct reflection on ETM. Why? Because they choose the suppliers of the equipment which in turn is a reflection of service they (ETM) provide or do not provide.

This is not a debate on customers choosing to be on a waiting list or not. The concern I have is trusting a company to provide me with the service I deserve when I make a purchase. No matter if it is directly from them or second hand.

Poppy-

What services beyond what we have discussed are you looking for? Both myself and IceCap have responded to this thread offering you our services. If there is anything we can do, please don't hesitate to ask.

Much of what you have voiced your concern over was relating to the supply of our wireless wave driver, which I hope I have explained adequately.

-Tim

 

[Poppy828]

Tim,

my last response was directed at the other subscriber. Sorry for the confusion on that.

As far as what you have answered and how you have answered. The question still remains as to why the "new" customers were taken care of first. They waiting list was done I assume for a reason. That reason being priority? Maybe I am way out of line here, but I would think being the manufacturer, that you would have directed all suppliers to ship all items first to those on the waiting list. Not vice versa. This way, you keep existing customers happy and content and save yourself the time of responding to these type of posts and questions as well as any possible negative attention you might receive.

Just my thoughts.

 

[EcoTech Marine]

Poppy-

I think there is some serious confusion on what you are bringing up here. What do you mean by EcoTech has taken care of the "new" customers first? At this point in the discussion, I really just don't understand what you mean by "new" customers.

Please allow me to explain the details, and if you are already clear on this please forgive me:

We have two products, the MP40w and the Wireless Wave Driver which upgrades customers who currently have an MP40 model to the MP40w model. When we first launched the wireless technology there was a waiting list of approximately 150 people who had pre-paid Aquarium Specialty for the Wireless Wave Driver. We shipped all 150 of these drivers before anything else shipped. After that, we have been shipping out MP40w pumps and Wireless Wave Drivers in as great of quantity as possible, reflecting a bias for the high demand on the Wireless Wave Drivers.

Beyond doing this, I guess I don't understand how I have control over who can buy the product once it is available on a web page or in a store. I suppose I don't understand your definitions of "old" versus "new" customer or how you suppose that I have access or can control this "waiting list."

Again, EcoTech Marine does not keep a waiting list and I really don't know what waiting list you are referring to. We have customers (mail order stores and local stores) who order from us. I ship on a first-come, first-serve basis to these customers plus we do maintain a backorder list. These stores then provide the product to the end user. In some cases these stores have started waiting lists, but not in all cases. If the store has created a waiting list, I highly doubt that they would sell to people who are not on the waiting list, as it doesn't make sense.

Ultimately it is the consumer's decision whether or not to enter onto a waiting list with any particular vendor. In the mean time all I can do is build and ship units to continue to satisfy demand.

-Tim

 

[Poppy828]

My understanding of what the "waiting list" is/was are those individuals pre-ordering the item and in some cases paying for it upfront and/or giving a credit card # to bill upon shipment.

The consensus was........

"Credit cards have been charged waiting on the WMD, while the "new customer" places an order with MD and has a new WMD Vortec the next day."

That was my initial question/xconcern. Maybe I did not clarify that well enough. If that is the case then I apologize.

 

[kysard1]

Ecotech if you don't understand that there are hundreds if not thousands of MP40 owners who want the wireless wave controller. It makes us sick that a "new" customer can buy a MP40W today. You should halt production of the MP40W and sell those controllers to MP40 users first.

 

[kysard1]

[

 

[EcoTech Marine]

<a href=showthread.php?s=&postid=11092397#post11092397 target=_blank>Originally posted</a> by kysard1
You should halt production of the MP40W and sell those controllers to MP40 users first.

This is exactly what we did and have been doing for the past few weeks. MP40w pumps still trickle out, but the amount of MP40w pumps is nothing compared to the number of WWD's that we've been making.

Kysard- it's clear to me from this and other posts that you are very upset with us. I am sorry for this. I am sorry that we have had so many delays along this process and I am sorry that we have let you down. I also am conscious of the fact that you are not alone in your stress.

We are doing everything we can to satisfy demand and we should be caught up within the week.

-Tim

 

[Poppy828]

In reading through some of the concerns of others here...I see that it is quite often said "we should be caught up within the week"

Tim,

these are my concerns being a potential customer. Will I get the service I deserve as a paying customer?

 

[kysard1]

<a href=showthread.php?s=&postid=11092502#post11092502 target=_blank>Originally posted</a> by EcoTech Marine
Kysard- it's clear to me from this and other posts that you are very upset with us. -Tim

I think you have a great product, but poor customer relations. Most complaints could have been avoided with a little foresight/planning.

 

[steve414]

I just purchased the upgrade of my driver on Tuesday of this week scott from aquariumspecialty emailed me on Friday and said they are in, whats your plan, something like that. I replied that I would put the order in next week so I did on tuesday he still dosn't have the drivers, we were told that to contact scott and you can get in the second batch.I trust every thing ecotech and scott are doing and I stand by your product but I don't no what's going on with my order did i miss the 2nd or the 2nd shipment did'nt get to him yet. I have had my pump since april. Thanks steve

 

[steve414]

Just got this form scott
You should get a tracking # from FedEx when it ships. Thank you. Just got word the 50 more shipped out yesterday That means will will have 50 more shipping out on Friday of this week.this is "VIP" service And just to put some input in for ecotech that anything that went wrong with my pump they fix it with in a day or two. I would say that's great turn a round.