Missing parts?

[Putawaywet]

Ok, I guess you can now add me to the list of frustrated first time EcoTech cutomers. Sunday evening I go online and take the plunge, dropping nearly a grand on a pair of wireless pumps and a battery backup from Marine Depot along with 2nd day shipping to make sure I get it in time to try it out over the holiday weekend. Except when my order shows up I discover I'm missing at least 1, if not 2 or more critical parts to one of the pumps. But I'm really not sure exactly what I'm missing as other than the exploded view of the pump in the manual I can't locate anything that lists what was supposed to be included inside the boxes.

What I know I'm missing:

Qty. 1 Dry side gasket - This is nowhere to be found. (I've looked everywhere) Also, the box it is missing from appears to have had it's contents re-packaged into a new box. Or at least that's my guess since it was not as professionally packed as it's brother (pump & motor tossed in box without the bubble wrap that was around the other pump. Also the white cardboard box containing the power supply was beat up and torn in several places and the tape seal had already been cut).

What I'm not sure about:

The double ended mini jack cable that plugs in between the battery and wireless driver? I only received 1 of those. Do I not need 2 if I want to hook up both pumps to the battery backup?

Also, I realize this isn't rocket science, but being a graduate of public education would it be too much to ask that you folks might consider including a line diagram of how everything goes together when using the backup battery. You included a nice paper explaining why the battery was such a great option, but nothing else. Nothing I love better than having to lay everything out on the kitchen table so I can start comparing plug and jack sizes to see what goes where. Especially so when I'm already steamed because I'm not sure if I have all the parts I'm supppossed to.

Which brings me to my next beef. Normally, I'm relatively understanding when mistakes happen, but when we're not even to the holiday yet and all I get is and answering machine because somehow Thanksgiving has become a 5 or 6 day weekend and it's quickly looking like the soonest I will be able to get replacement(s) is going to be sometime next week, I start getting just a little hot under the collar. I've already called Marine Depot, and while they were sympathetic, they wanted the stuff back before they would ship a repalcement order. So either way it's looking like I will have several boxes sitting on the floor collecting dust until long after it's time for me to return to work on Monday.

Talk about winning over a first time customer!

Brett

 

[EcoTech Marine]

Brett,

It's Thanksgiving and while I can understand your frustration, please have patience.

The most common reason why people think they don't have a dry side gasket is because it's stuck to the pin spacer. Peel the rubber black gasket away from the pin spacer- that is the dry side gasket. You will find there is a decal on the surface of the pin spacer below the dry side gasket.

If you are missing items within this box and you suspect that the box has been opened, I suggest you contact Marine Depot. We do not ship re-furbished pumps from the factory to retailers, so all I can think of is that the box was opened at Marine Depot for some reason and perhaps not re-assembled properly. If there was no bubble wrap around the pump and the driver (one bag for each), that's a pretty clear sign that something has gone on between ETM and you.

As for better battery backup instructions, we will bring this up with IceCap, as they manufacture the battery backup. However, you are not missing the cable- the battery only comes with one.

Many places of business, especially those in manufacturing, all around this country take off Wednesday afternoon and go back to work on Monday in order to observe the Thanksgiving holiday, be with their family, enjoy themselves and relax. As I said in my sticky, I am the only one out of the ETM office on Monday. Our service department will still be in on Monday as will everyone else.

-Tim

 

[Kinetic]

It's hard to understand the instructions especially when the pictures have someone's hands totally blocking what they're trying to explain. That was my biggest complaint, though small =) It took me awhile to understand what a spacer was and the gasket because the pictures showing it were always blocked by the person's hands =X

but overall, great product, and instructions were good otherwise =)

 

[EcoTech Marine]

I agree with you Kinetic. We're actually working on a video instruction that will be accessible through our web page. The more features we add onto our pump the longer and more complicated the instructions become. With a video instruction the results should be a lot better.

-Tim

 

[Kinetic]

that'd be a great idea =) I had to get by with the written instructions mostly, which did a good job! Perhaps illustrations without hands would also be helpful too.

But nevertheless, the text and pictures for setting the controller were spot on.

 

[Putawaywet]

The most common reason why people think they don't have a dry side gasket is because it's stuck to the pin spacer. Peel the rubber black gasket away from the pin spacer- that is the dry side gasket. You will find there is a decal on the surface of the pin spacer below the dry side gasket.

That is eactly how it was on the first pump, but not the second. When I seperated the pump and motor the blue decal was immedately visible on the pin spacer) So I checked the other half (wet side) and there was only the plastic bearing cover with it's attached soft black pad/gasket. The shiny rubber dry side gasket was nowhere to be found.

If you are missing items within this box and you suspect that the box has been opened, I suggest you contact Marine Depot. We do not ship re-furbished pumps from the factory to retailers, so all I can think of is that the box was opened at Marine Depot for some reason and perhaps not re-assembled properly. If there was no bubble wrap around the pump and the driver (one bag for each), that's a pretty clear sign that something has gone on between ETM and you.

Well somethings up that's for sure. No bubble wrap on the pump, pump cord not wound and wire tied like the other - just folded up haphazzardly along side the pump. However, the outer box was pristine and sealed with a single layer of clear tape. Not sure how MD could have dinked with it and gotten it sealed back up without having to use another layer of tape but, OK, I'll call MD back and pass the ball back to them.

As for better battery backup instructions, we will bring this up with IceCap, as they manufacture the battery backup. However, you are not missing the cable- the battery only comes with one.

So the 2nd cable is and extra add on? I guess I just figured that since it was a package deal consisting of 2 pumps and a battery and the included sheet mentions connecting more than one pump but makes no reference of needing to purchase additional cables, I would be getting 2 cables. My bad I'll take that issue up with IceCap!

Many places of business, especially those in manufacturing, all around this country take off Wednesday afternoon and go back to work on Monday in order to observe the Thanksgiving holiday, be with their family, enjoy themselves and relax. As I said in my sticky, I am the only one out of the ETM office on Monday. Our service department will still be in on Monday as will everyone else.

Guess I just missed everyone. FedEx showed up 11:00PST and I called you less than a hour after that. Like it or not, it is what it is, so enjoy your time with you family.

Thanks for the prompt reply Tim

Brett.

 

[IceCap Service]

Send an e-mail to ecotechmarineservice@gmail.com.
Provide a name and mailing address and I will get you a dry gasket and a second battery cable out to you Monday. The charge for an extra cable is normally $15.00 but we will waive the charge since you were missing the gasket and also since this happened to you at the start of a long weekend.
I think it would be much simpler for me to do this than for you going back through marine Depot.

 

[Putawaywet]

Email sent! Many thanks for a much appreciated assist.

Brett