Not so Premium Aquatics

[jasonfrey]

Hi nvillacci,

Thank you for your post, after seeing my emails copy and pasted on the board, it made me so upset that i couldn't even do anymore work, i had went into work late to get caught up, ended up just going home. Not that my emails to him were bad, just seemed like a violation to me.

I tried to explain to him that i was trying to help, but emails i guess do not show expression as well as you like sometimes. I've re-read his quote from MagFloat as well and i think the ACrylic Version we shipped out is still correct. It does have a different surface then the glass one has, so i'm hoping it doesn't actually need the pad.

I send an email to Magfloat telling them about the problem and if they do need a pad that we need them asap to ship out to customers that did buy these. We shipped this customer a Algae Free acrylic pad. I'm using this same Mag Float on my home acrylic tank and doesn't scratch, so i hope we didn't sell a bunch of magnets that were missing something. I just can't imagine they made the same mistake on every single one, but i'll find out tomorrow.

Well, thanks to all that support us and i'm sorry for anyone that has had problems. As we are all human at Premium Aquatics, but we do try very hard and work many hours to try and make everyone happy so we can all enjoy this wonderful hobby of ours.

thanks

jason

 

[robertnb64]

For what it's worth I bought a Mag Float many months ago from my lfs and it was light blue, one side had a felt like feel and the other side had the rough half of velcro on it. The package was marked for acrylic. Now I hear Mag claims that is the wrong one!?! Maybe they messed up and packaged the wrong cleaners in there packages. I also tried e-mailing Mag Float a month ago for an unrelated problem with mine and never got a response from them. Yesterday (Sun.) I e-mailed PA for a ? about the cost of shipping and got a response this morning, thanks Jason!

 

[bjpembo]

It sounds to me that possibly mag float made a mistake with the acrylic cleaners. They said it should have a smooth surface but there are several people with the light blue "acrylic versions" that are saying they have the rough velcro side on them, which is exactly whats on my light gray magfloat thats for glass. If thats the case i dont think PA made a mistake especially since they didnt even order these to begin with but rather recieved them by mistake.

 

[Hvy_Dty]

Try not to let it get to ya, Jason. I think you and PA are doing a great job.:thumbsup:

 

[pepperfish]

Not about the twenty bucks...

Not about the twenty bucks...

For those who did not read my entire email, it wa not about the twenty dollars for the MagFloat. It was the fact that upon requesting that someone get the facts staight (I realize you may not know everything), no one did - they could have done the same as I and contact the supplier. We are not talking about a twenty dollar part, as I stated, we are talking about the consequences, to me that could have been scratches. The distibutor said to me (also in my post) DO NOT USE IT! (pretty clear to me).

I have been in sales for 11 years, I think I have a good understanding of what customer service should be. If I don't know something I don't "wing it", there is too much at stake for the customer. I do feel that Jeremy acted as should be expected, we were on the phone for probably five minutes as he opened a package and agreed with me. This conversation took place before the emails. Jason, if you were so torn-up you should have picked up the phone you had my #.

As far as the emails go, if I posted some of the emails that I have received from some other suppliers, I'm sure they would be thrilled. It's not my fault Jason feels ashamed. I have nothing but great things to say about Rob at East Coast Clams, he was back ordered on my shipment for two weeks. Rob is a first class act, and I have shared that with others who have requested my feedback.

I think that other people in the same situation would feel a certain amount of frustration, as I did.

 

[jasonfrey]

Hi Clint,

This will be my last post on this matter, because you do not seem to understand my point at all. I gave you the information i was supplied with and i have you personal experience with the product. I could have wrong info on this product, but neither one of us knows this yet.

I tried to explain to you that the acrylic version blue magnet you got is quite different then the other grey model glass version. The brush material is completely different, it is not near as coarse as the glass one.

I too emailed the manfuacture, which we do not buy directly from, we buy from a distributor like i said before. He said that Acrylic Version should have a smooth rubber velcro pad on it and it's not replaceable, they do not sell pads, they would replace the entire unit if there were a problem. I'm sorry i do not know what a smooth rubber pad is suppose to feel like, i'm trying to explain that this surface is different then our glass version, it's a blue color (the body) instead of grey, and it says acrylic. That is all the information i have. Every single one that we sold had this exact same color, shape, model number and texture on the scrubber. Now whether it's missing something, i can't tell you. Could the manufacture messed up 20 units? Could be.

I'm going to ship one of these to the manufacture to inspect, so we'll know for sure. If it is indeed missing, we'll contact all of our customers and have them shipped new magnets.

I just think there is a misunderstanding somewhere along the line here. I can't imagine if the pad is really missing that it wouldn't scratch my tank and yes, you should still be careful. Anyone that has an acrylic tank should know never use anything new without watching it closely, even the best acrylic safe magnet, cleaner, pad, scrubber etc can still scratch acrylic. I don't know what more i can say.

thanks