I would like to give MD a big thumbs up for customer service.
I placed and order with MD and opted for the regular ground shipping. The order contained a UV sterilizer bulb and quartz sleeve. I ordered the new bulb and sleeve to deal with an ICH outbreak in my tank, the current bulb was about 9 months old and not doing the job for killing the ICH.
Well, then I get a call from work to go out of town for a week. I had to leave on Friday morning and the MD order with the UV bulb wasnot to arrive until Friday evening.
So I decided to place another order and get overnight shipping that would be delivered on Thursday, I could then install the new bulb and not worry about my fish while I was away on business.
Well the MD package showed up on Thursday and when I opened it I found it did not contain my bulb, but a piece of plasitc tubing. I called MD and spoke to Scott who apologized for the mistake and offered to ship another bulb out next day delivery.
This is where the problems started, even if MD sent out the bulb next day it would not arrive until after 10:30 am Friday which was too late as I had a flight at that time. I then spoke to Walter and told him I needed the bulb sent out P1 which would get it delivered by 8:00 am and would allow me to install it and then have time to catch my flight. Walter said it was not an option in their shipping software to ship P1, but he would look into it and call me back. Walter then told me he could send the package, but it would have to be manually sent meaning someone form his office would have to take it to UPS fill out the paperwork and ship it. MD did just that and my bulb arrived promptly at 8:00 am. It was installed and I made my flight. My wife was caring for my tank in my absence and said the fish started looking better after a couple of days. This extra effort no doubt saved me from losing some of my fish. MD made a mistake and did everything they could to work with me and solve my problem.
I guess the thing to do when dealing with any online retailer is to get everything you are told as an exception in writing. This way you have proof of what you were told, an email is much better proof than just saying someone told you something.
Every company has rules on returns, heck they have to or they could not stay in business.
I will continue to order from MD for all my reef keeping needs.
Cheers
Mike
I placed and order with MD and opted for the regular ground shipping. The order contained a UV sterilizer bulb and quartz sleeve. I ordered the new bulb and sleeve to deal with an ICH outbreak in my tank, the current bulb was about 9 months old and not doing the job for killing the ICH.
Well, then I get a call from work to go out of town for a week. I had to leave on Friday morning and the MD order with the UV bulb wasnot to arrive until Friday evening.
So I decided to place another order and get overnight shipping that would be delivered on Thursday, I could then install the new bulb and not worry about my fish while I was away on business.
Well the MD package showed up on Thursday and when I opened it I found it did not contain my bulb, but a piece of plasitc tubing. I called MD and spoke to Scott who apologized for the mistake and offered to ship another bulb out next day delivery.
This is where the problems started, even if MD sent out the bulb next day it would not arrive until after 10:30 am Friday which was too late as I had a flight at that time. I then spoke to Walter and told him I needed the bulb sent out P1 which would get it delivered by 8:00 am and would allow me to install it and then have time to catch my flight. Walter said it was not an option in their shipping software to ship P1, but he would look into it and call me back. Walter then told me he could send the package, but it would have to be manually sent meaning someone form his office would have to take it to UPS fill out the paperwork and ship it. MD did just that and my bulb arrived promptly at 8:00 am. It was installed and I made my flight. My wife was caring for my tank in my absence and said the fish started looking better after a couple of days. This extra effort no doubt saved me from losing some of my fish. MD made a mistake and did everything they could to work with me and solve my problem.
I guess the thing to do when dealing with any online retailer is to get everything you are told as an exception in writing. This way you have proof of what you were told, an email is much better proof than just saying someone told you something.
Every company has rules on returns, heck they have to or they could not stay in business.
I will continue to order from MD for all my reef keeping needs.
Cheers
Mike
