My Last Bad Experience

[LKGRenegade22]

I just wanted to let you guys know again how disappointed I am in your company and it's customer service. I'm the guy that sent you back the malfuctioning top off that you "evaluated" and said works fine. I'm not even going to get into the details but I ordered another one from a different company that works perfect in the same place. I have made numerous orders from your company and can not believe the way this matter was handled. You have lost a repeat customer over a $60 unit which was part of a $400+ order. You did not even make an attempt to make the situation right. I posted the ordeal on my local fish forum and it turned into a multiple page thread and it seems this type of service (or lack thereof) is nothing new for you guys as most of our elder upstanding members chimed in with their own personal shortcomings from your company. I just wanted to let you know while our smaller forum may not impact your overall sales sooner or later the way you handle your customers will. If you read the thread over on our site you will see just how many people will no longer do business with you, and how many people have decided not to place an order with you from reading the stories so many of us posted over there.

It's not even the money that has me upset about this situation, as I told you that you guys could keep the ATO (when you told me you could do nothing in regards to it and I would have to pay to ship it back to myself) because it was malfunctioning and useless to me. It was the way the entire situation was handled. I had NOTHING to gain by spending hours attempting to pinpoint the problem, paying to ship it back, meanwhile having to buy another top off system and then only asking for a new functioning one.

It is ashame that you think this is the way customers (who you have to have) should be treated. I feel fairly certain you will get this thread taken down but just know word is getting out about how you handle customer service issues.

 

[AquaCave]

Please email us your invoice number and we will look into your order. Thanks

 

[LKGRenegade22]

50751. I spent quite a bit of time on different occasions on the phone with you guys and have been told this has already been looked into?

 

[nixer]

they tell alot of stories on the phone. in the end they will jsut result to a shamefull personal attack

just like in this thread http://reefcentral.com/forums/showthread.php?t=1835095

 

[redfishsc]

What I'm trying to understand is how a company can have such a harsh reputation on all three reef keeping forums I'm a member of.

You get a lot of people that have had good experiences and then you get another group of people that just seem to have horrid times with backordered products or silly difficulties in returning a product that was messed up. Every company sells defective merchandise once in a while, but I just don't hear of folks having this kind of hassle from Marine Depot or ReefGeek.

 

[James77]

they tell alot of stories on the phone. in the end they will jsut result to a shamefull personal attack

just like in this thread http://reefcentral.com/forums/showthread.php?t=1835095

After your rude and insulting posts towards them, the very slight personal attack they gave you-if it can even be called one- was very minor. Do you even consider your attacks towards them as wrong? A very small handful of people seem to think that they can attack and insult a vendor when a problem occurs, yet at the same time expect the same vendor to treat them like royalty.

They are also human beings, and problems and misunderstandings happen. Call them up, if you are not happy in the end, call them again. Persistence, with respect, can go a long way in correcting any problem you may have.

 

[LKGRenegade22]

After your rude and insulting posts towards them, the very slight personal attack they gave you-if it can even be called one- was very minor. Do you even consider your attacks towards them as wrong? A very small handful of people seem to think that they can attack and insult a vendor when a problem occurs, yet at the same time expect the same vendor to treat them like royalty.

They are also human beings, and problems and misunderstandings happen. Call them up, if you are not happy in the end, call them again. Persistence, with respect, can go a long way in correcting any problem you may have.

Don't turn my thread into this mess. I know you're directly talking to me but you have no idea the run around I have been given in my situation. I have been plenty rationale and spent plenty of time on the phone with them before I even posted this thread. I provided my invoice number as asked and have not heard a single thing back from them. I was told the last time I talked to them they could not do anything to help me especially since I did not send the ATO back in the original box so they would not be able to resell it. Why would a company want to resell something that is defective?

You may think persistence (which you should not even have to have because it should be handled properly the 1st time) and respect will always get things accomplished but it does not. With a better company it might but it did nothing in my case. I came on here and stated nothing but facts and don't need people harping about how good they have been to them. I personally don't care what they have done for other people when I feel like I was screwed. That is one reason I don't question or belittle someone elses experience because it could just as easily be you who gets the raw end of the deal next time.

If you think you can get something accomplished I will be glad to PM you my personal info and let you handle it. They can even ship you the ATO and let it keep flooding your sump and you call and tell them it is not working properly so they can tell you that it is working right and you don't know what you're talking about while at the same time the other new ATO I bought works perfect in that same place that one was sitting.

 

[1crazymofo]

badluck man

 

[sedor]

Weird I had a bad experience with an ATO from them as well. With all the reputable websites out there though, my small negative experience was enough to keep me away since then.

 

[LKGRenegade22]

Weird I had a bad experience with an ATO from them as well. With all the reputable websites out there though, my small negative experience was enough to keep me away since then.

Yes I was told they were having quite a few of this particular ATO returned but all checked out when "they" tested them. You think people returning them would clue them in to something is wrong but I guess not.

 

[James77]

Don't turn my thread into this mess. I know you're directly talking to me but you have no idea the run around I have been given in my situation. I have been plenty rationale and spent plenty of time on the phone with them before I even posted this thread. I provided my invoice number as asked and have not heard a single thing back from them. I was told the last time I talked to them they could not do anything to help me especially since I did not send the ATO back in the original box so they would not be able to resell it. Why would a company want to resell something that is defective?

You may think persistence (which you should not even have to have because it should be handled properly the 1st time) and respect will always get things accomplished but it does not. With a better company it might but it did nothing in my case. I came on here and stated nothing but facts and don't need people harping about how good they have been to them. I personally don't care what they have done for other people when I feel like I was screwed. That is one reason I don't question or belittle someone elses experience because it could just as easily be you who gets the raw end of the deal next time.

If you think you can get something accomplished I will be glad to PM you my personal info and let you handle it. They can even ship you the ATO and let it keep flooding your sump and you call and tell them it is not working properly so they can tell you that it is working right and you don't know what you're talking about while at the same time the other new ATO I bought works perfect in that same place that one was sitting.

I'm not trying to turn your thread into a mess, and I was referrring to Nixer postd insulting Aquacave, and him acting a bit shocked when they insulted him back a little.

Yes, you have been rational in this, and although you should not need persistence, I don't know why AquaCave has not responded to yours.

Have you called them back, or is that the usual line they have given you "pm your order number and we'll look into it". I don't know why this company seems to do well for alot of people, yet completely fall through for others. I have ordered from them many times- a little cautiously from the posts I have seen, but never had any problems. However, I have never had a defective product or return that I needed to do either .

 

[LKGRenegade22]

I'm not trying to turn your thread into a mess, and I was referrring to Nixer postd insulting Aquacave, and him acting a bit shocked when they insulted him back a little.

Yes, you have been rational in this, and although you should not need persistence, I don't know why AquaCave has not responded to yours.

Have you called them back, or is that the usual line they have given you "pm your order number and we'll look into it". I don't know why this company seems to do well for alot of people, yet completely fall through for others. I have ordered from them many times- a little cautiously from the posts I have seen, but never had any problems. However, I have never had a defective product or return that I needed to do either .

Didn't mean to seem like I was jumping on you. I just meant I didn't want anyone coming in here being irrationale about their experience and it taking away from this thread. I'm just trying to show everyone that you can be polite and go about things the right way and still get nowhere. I'm not flying off the handle acting like I want a resolution only to keep complaining. If they would just refund my money or send me something that WORKS I would be satisfied. However with the way this has been handled I can honestly say I would never be comfortable enough to order from them again after having to go to such great lengths. The way this has been handled tells me all about Aquacave that I need to know.

 

[nixer]

I'm not trying to turn your thread into a mess, and I was referrring to Nixer postd insulting Aquacave, and him acting a bit shocked when they insulted him back a little.

Yes, you have been rational in this, and although you should not need persistence, I don't know why AquaCave has not responded to yours.

Have you called them back, or is that the usual line they have given you "pm your order number and we'll look into it". I don't know why this company seems to do well for alot of people, yet completely fall through for others. I have ordered from them many times- a little cautiously from the posts I have seen, but never had any problems. However, I have never had a defective product or return that I needed to do either .

i should of been rude after being ran around for a week about this and them not replying and their customer service and sales lies. and when i called them on it they hung up the phone so they broke the CS communication. THATS EXACTLY WHY THAT POST IS THERE FOREVER!
yea i talked to them many times about this. they know 100% that they lied to me multiple times and tried to blame adhi. their customer service is very very bad just look at every one of these posts.
its always the same line...pm us your order number and we will look into it.
ill never make the aquacave mistake again.