No customer service??

[AcroporAddict]

Premium,
I called and spoke with Jeremy about 5 weeks ago and asked for a price on a replacement inner riser tube for a BK MINI 160 Gen II bought from Premium.

Waited over a week with no call back and called back and spoke with Melissa and asked that Jeremy call me back. Again, no response and here it is several weeks later.

What's up Guys? I buy a ton of equipment from you, about $4,500-$5,000 worth in the last two years, including a $900 BK Mini, a $1200 Alpha 250, a $1200 PCI chiller, and lots of other stuff.

If you don't want me as a customer I can take my money elsewhere. I am loyal and you have gotten more of my reef equipment dollars than any other Vendor.

I'm pretty digusted right now. I don't expect better customer service than the casual purchaser, but I spend lots of $ on my reefs, and I'm the kind of customer most companies would want.

Does Premium have an explantation for what is going on?

Dave in Atlanta.

 

[Jeremy B.]

Dave,

If you are the same person I am thinking of, I remember leaving a voicemail for a customer in regards to the Mini 160 neck riser a couple of days after the initial inquiry. I specifically remember this, as when I called Proline Aquatics for the price of the replacement part, they did not have it handy, and it took me a couple of days to get the pricing.

I apologize you did not receive this message, but I am 110% certain that I did indeed leave it on your voicemail. We do not have a Melissa that works here, although we do have a Michelle. No message was ever received on my end of you calling back inquiring about it, or a message to call you.

Over the years I have treated each and every customer the same, no matter if they are spending $5 or $5,000. I can't give you an explanation as to what happened, other than we just had a communication break down. Again, I apologize.

Thanks,
Jeremy

 

[AcroporAddict]

Jeremy,
I never received any voice mail from you. I have a recorder, and if you had left one I would have received it, immediately called you back and ordered the part.

When I called a second time a week later and talked to Melissa, specifically asking why I had not received a callback regarding the riser tube, I cannot do much else as a customer to make sure you receive mesages left for you.

Dave

 

[Jeremy B.]

Hi Dave,

I completely understand your point of view. I apologize you did not receive the voicemail, I did however leave one, I am 110% sure of that. I could have had the wrong number, I honestly do not remember other than just the fact that I am certain I left a voicemail for pricing and availability on the riser tube.

Again, we do not have a Melissa that works here. Could you possibly have been calling a competitor of ours, thinking you may have been calling back for me? We do have a Michelle that works here, but no Melissa. I never received a message from Michelle to call you, nor does she remember this at all.

If you'd like, please email me directly at jeremy@premiumaquatics.com, or give me a call at 317-895-9005 and I"d be more than happy to get you taken care of on this. I have nothing to benefit here by ignoring you, and not supplying pricing to you for the item.

 

[AcroporAddict]

No it was not a competitor of yours, it was Michelle I left the message with (wrong name, sorry) the second time. I have not ordered BK Skimmers, Alphas, or sought parts help from anyone besides Premium.

I specifically looked for a message from you with pricing after the first call and never got one, so you can argue with a Customer on this Forum if you wish, but I never heard from you.

I've had no luck getting return calls from you or anyone at Premium, so I would have appreciated a PM, email or phone call after this thread's first post saying "what can I do to remedy the situation?," but I have to initiate contact with Premium a third time for the same thing I have already tried to buy two times prior?

That is not fair to me, the Customer
Dave

 

[Jeremy B.]

Dave,

Is there a number I can reach you at?

Jeremy

 

[AcroporAddict]

PM sent.