My Christmas present arrived broken

[catdoc]

I know it's no fault of yours, but was hoping you could tell me what to expect. The PFO/Icecap hood I ordered through you finally arrived today. I was SO excited, only to hear a strange rattle when we lifted it. The glass shield was shattered into a million little bits. I called UPS to file a damage claim, they want to pick the whole package up on Monday, take it to their claims processing center to determine whether fault lies with them or PFO.

Should I bother? How hard is it for them to just ship out a new shield? I really wanted to get this lighting set-up in place asap and it's dragging out so much longer than I'd anticipated already. Now I'm afraid that I'm back to square one and have to wait 3 more weeks on everything if it has to be reshipped from WA. I know of a used hood I could pick up early next week so this is really frustrating me.

 

[jasonfrey]

HI Christy,

i'm very sorry to hear your Christmas Present arrived damaged. If the only damage is the glass, we can just have PFO replace that glass only, this way you can keep the hood and get up and running. This is a mogule based hood correct? I wasn't sure what you ordered. IF it's a DE double end bulbs acrolight, you have to use glass, but if it's a SE mogul hood, you can run without the glass, just make sure there is no water splash coming from your tank that could hit the bulbs.

Please email me us at sales@premiumaquatics.com with your order info, name or order # is all we need and we'll call PFO monday to get you new glass and take care of all the UPS. PFO can fight with UPS without them getting your entire unit back. So don't worry about that.

Merry Christmas,

thanks