MP40W- Keeps falling off the glass

[scootman]

Due to my work schedule, I submitted a message via your company's website. I don't get home until after your customer service department closes. I'm hoping your service associate(s) will be able to guide me via email.

Love the MP40W, but the darn thing just started falling off the glass the other day. I can't seem to keep it on the glass for more than a couple of hours before it just drops off. Frustrating to say the least. I hope you're able to get me back in operation. Like I said, I love it...but I need it to stay put and work it's magic.

Scoots

 

[EcoTech Marine]

Hi scootman-

Please call us at 610.954.8480 ext 106 and we will take it from there.

 

[scootman]

Hi Tim,

Thanks for your reply. I hope you don't mind my doing this, but I am going to paste the message I received from your service manager this morning.

I am a sales manager for a national company and I know the value of customer feedback. My goals are as follows:

1. Get my MP40W to stay on the glass.
2. Provide you with a "customer's prospective" throughout the service process.
3. Allow the public a chance to see how your company services it's products.

Thanks in advance,
William

 

[scootman]

I received the message below, from EcoTech Marine, at 8:42 am this morning.

William,

Please disassemble your wetside assembly and take some photos of the parts, especially the white ceramic bearing, the drive shaft, and the wetframe. Please forward these pictures to our Service Department at service@ecotechmarine.com

This will greatly speed up the process to get your replacement parts sent out to you right away and get your pump running efficiently again for your aquarium.

If you have any questions, you can contact our service department at 610-954-8480 ext 106

Thank You
Eric

Eric Brennan
EcoTech Marine
Sales Manager

 

[scootman]

I received this message at 8:52 am on 8/6/09:

William,
I can see the issue with your wet side. Can you provide me the serial # off the side of your driver. If you follow the tail of the fish over the side, you will find it on the side near the control knob. This is to verify warranty coverage. I would also need a shipping address for you.

Regards,
Steve

---
Stephen King
Service Manager
EcoTech Marine
610.954.8480 x106

 

[scootman]

Received a package today from EcoTech Marine. Inside were the parts needed to repair my wet side. I replaced the parts and so far my pump is working perfectly. It's even staying on the glass which is awesome.

Thanks for everything,
William

 

[Cajun Reefer]

William,

Thanks for sharing! It's very reassuring!

 

[scootman]

Hey Cajun,

You're welcome, glad my experience can be useful to others.

Happy Reefing