I purchase two Gen2 vortechs through an online retailer. One pump did not function when I received it. I contacted the retailer and they said that Ecotech handles all those issues. I sent the pump in and a week later received a call that the pump had water damage..(my tank is sitting empty right now because of a seal leak).. THIS WAS A NEW, NEVER USED OUT OF THE BOX PUMP THAT I HAVE NEVER USED. now, i tell them I'm not paying to have a new pump ive never used repaired.. It has been three days with zero contact from Ecotech Marine. I have had to file a dispute with my credit card company. just wanted everyone to know the level of service you can expect when dealing with Ecotech Marine. This message will be posted on all the local boards in Texas as well.
My great experience
- Thread starter texreefer
- Start date
EcoTech Marine
.Registered Member
texreefer-
You have sent emails to our service department saying that you have been able to use the pump, but that you were unable to program them successfully, then when we received the pump in house we determined that the pump had water damage as well as a part missing from the board. It is absolutely impossible for the damage to this pump to have been caused prior to the pump having ever been opened.
Regardless, there is no excuse for the lack of communication with you since that time, and I personally apologize for that. I was under the impression that you had been contacted via phone but I have since learned that that phone call was never made. This is not the norm for our company, and I believe if you read through this board you will find that to be the case.
Our internal decision has been to repair your unit and send it back to you. Normally we would charge a repair fee, but in your case I will wave this fee. I will also arrange for an expedited means of shipping.
If you have any further questions regarding this issue, please contact us via phone at 610.954.8480. Otherwise you can look forward to your pump arriving at your door early next week.
-Tim
You have sent emails to our service department saying that you have been able to use the pump, but that you were unable to program them successfully, then when we received the pump in house we determined that the pump had water damage as well as a part missing from the board. It is absolutely impossible for the damage to this pump to have been caused prior to the pump having ever been opened.
Regardless, there is no excuse for the lack of communication with you since that time, and I personally apologize for that. I was under the impression that you had been contacted via phone but I have since learned that that phone call was never made. This is not the norm for our company, and I believe if you read through this board you will find that to be the case.
Our internal decision has been to repair your unit and send it back to you. Normally we would charge a repair fee, but in your case I will wave this fee. I will also arrange for an expedited means of shipping.
If you have any further questions regarding this issue, please contact us via phone at 610.954.8480. Otherwise you can look forward to your pump arriving at your door early next week.
-Tim
Wow! Lack of communication on my Part? I can copy and paste every email I sent to you over the last few days with zero responses from you including the phone call you admit I never received! you are trying to make it sound like I did something wrong and your are such good guys you are fixing it for me... well thank you! thats all I wanted in the first place. I will look forward to gettting that delivery early next week.
by the way. Marine Depot was the retailer I bought these from and they have been nothing but excellent in helping me resolve this issue.. their customer service is always top notch.
by the way. Marine Depot was the retailer I bought these from and they have been nothing but excellent in helping me resolve this issue.. their customer service is always top notch.
EcoTech Marine
.Registered Member
Actually, if you re-read my post you will see that I am accepting full responsibility for the lack of communication with you. At no point am I placing blame upon you for the communication breach at all.
-Tim
