MD not much of a customer support

[little nellie]

Hello,

Order# 100627023.. order date 12/28/2009

I purchase a Lumatek ballast from you guys to replace an old ice-cap ballast. The Lumatek arrived DEAD on first try. I sent an e-mail to your customer support seeking a replacement. Was told I have to pay for the return shipping. Not much help from either Kenny L and Robert Farnsworth.

Does this sounded right... I buy a new piece of equipment from you... expecting it to work right out of the box and it doesn't. E-mail your support for help, now they want me to pay more for the return shipping.

I could see if I used this unit for a while and it fail, I need to get it fix and I need to pay for shipping. Or I changed my mind on the purchase and want a refund.. But this is NEW and it never worked and all I am asking for is a replacment unit.

Let me know who I can talk to and get some real customer support.

Sy

 

[TampaReefer79]

And if I am reading their site correctly...you have to pay for the shipping of the new one too. I have had minor issues resolved greatly by Walter...but this is one part of their policy I read the other day that I didn't agree with.

You buy something NEW, and if it doesn't work you have to pay to send back the broken one and then pay for the shipping on the replacement? I think the shipping charge should go to the company that sent bad product to MD to sell.

 

[little nellie]

that's just isn't right. With policy like this... wonder how many will continues to buy from them.

As I said, I have no problem paying return shipping if I changed my mind or used this unit for a while and it failed. JUst not DOA upon first try.

s

 

[MarineDepot]

Hello Little Nellie,

Thank you for your feedback, I apologize that you feel Kenny L and Robert F did not give you adequate Customer Support; I can assure you that they are the best in the industry.

Not all ballast’s will fire right away, but the majority of them do. Sometimes it can be due to bulb compatibility. Normally it is best to leave the ballast running for a 24 hour period in many cases this fixes the problem.
I do understand your concern and apologize for the inconvenience you have experienced regarding the return label; we normally do not send return labels as this allows us to continue to offer better competitive pricing on our products, services and shipment rates.

I’ll be more than happy to send you a return label please look for it in your email box.

Best Regards,

Walter

 

[little nellie]

Hello Walter,

I received a shipping label... with tracking number 1ZE837729076063543 and also an e-mail from Kenny that the charge of the return will be $6.57.. see below..

-------------------------------------------------------------------------
We would be able to send out a label if you would like to pay for the cost of the label. For this return the cost would be $6.57. This may be more economical then sending the product back using another carrier. If you would like to utilize this please let us know. I'm sorry for any inconvenience. If you have any further questions or concerns please don't hesitate to contact us.



Kenny L,

--------------------------------------------------------------------------

Question, I am unclear of this label, is your e-mail-label I received is free of charges?

I will put the lumatek back on line for 24hours and see if this helps.

thanks

s

 

[MarineDepot]

Hello Little Nellie,

Please disregard the email that was sent to you buy Kenny L. The label I have sent you is a pre paid label at no cost to you. I apologize for the confusion.


Walter

 

[little nellie]

Hello Walter,

thanks.. I will plug in the ballast for 24 hours per your suggestion before returning..

thanks again for your help.

s

 

[MarineDepot]

Hello Little Nellie,

Hopefully that should work, if not please send it back to us. If you have any further questions please feel free to contact me.

Best Regards,


Walter

 

[little nellie]

Hello Walter,

I rececived the replacement ballast from your shipping department on Friday. It works. Thanks for getting this exchanged for me.

Sy

 

[TampaReefer79]

Hello Walter,

I rececived the replacement ballast from your shipping department on Friday. It works. Thanks for getting this exchanged for me.

Sy

I knew Walter would come through for you! He's the best!!

 

[Orr2003]

Walter

Through excellent customer service comes increased business in this hobby, as I am sure you know. The willingness to work with the customer to fix problems that arise is one of the major reasons I personally choose Marine Depot for many of my online purchases. While going the extra mile to keep this one customer (little nellie) happy, you have successfully created confidence within your customer base. Well done! :beer:

Scott

 

[MarineDepot]

Hello

@little Nellie, I'm glad to hear that the replacement is working properly as it should, if you have any further troubles please feel free to contact me directly.

@ Orr2003 and TampaReefer79, Thanks again for the kind words it is greatly appreciated!


Best regards,

Walter

Marine Depot customer Service