Parts availability

[Halfmoon61]

I was under the impression that GHL opened a stock point in NY to speed up the process of getting parts to the US customers. I have no local vendors that carry GHL so I have to go online. I bought my whole system from one and ordered a level cable splitter and a dosing pump to upgrade my 3 doser to 4. This was a month ago and I still haven't received my parts. I've been in touch with the vendor and he claims he's working on it, no timeline, just working on it. I'm venting here because this service is totally unacceptable and ridiculous. Even shipping from Germany shouldn't take a month!

 

[AQD_ottawa]

Hi
Yes GHL have a well stocked large facility in Ogdensburg NY. Only items short right now due to volume of sales because of the discounts recently are mitras and controllers. There is also limited supply of slave dosers due to the switch over to the new style, however i believe aqua cave still has stock and one or two at the warehouse.

please email us at info@ghlna.com and we will address your concerns personally instead of through forums.

 

[Halfmoon61]

If Aquacave was my only choice I'd do without. They screwed me over years ago, they won't get another chance. I'm waiting on parts, it has nothing to do with the switch to the new doser. Unless, you don't intend to stock legacy parts.

 

[AQD_ottawa]

We have lots of dealers for you to choose from but we can not of course get involved with personal issues you may have with one dealer.

As I said above please email us then we can resolve your issues.

All legacy parts are in stock.

I await your email.

 

[anan]

Just want to add my two cents. I ordered a flow sensor from reefbytes.com in October; I have not received the ordered item, and the reefbytes.com presentative (Allen Newland), could not tell when I will receive the flow sensor. To see if this is a typical service I can expect from GHL distribution, I ordered an opto-level sensor from the-fishstore.com on November 4th, it has been almost a month, and the vendor cannot tell me when I will receive the level sensor. I'm very disappointed ...

 

[AQD_ottawa]

This does amaze me people seem to be waiting massive amounts of time for parts yet we the distributors only find out by venting posts on forums.

I am bewildered why if you have placed an order with a retailer and having trouble you do not contact the distributor by email which is available here and on the website to enquire? Instead after weeks it seems we see posts here, no emails to us, so the only way we even see these issues are by chance finding random posts.

The most logical route if you have a concern is tell the distributor in a manner they can then address the issues.

In regards to the flow sensor, yes as all purchasers were told (Reefbytes confirms this) is a special order product. Optical sensors are not and are in stock everywhere. If you have ordered a flow sensor, it left the warehouse on Friday and tacking should be with you by tomorrow.

If you have further concerns email us, please DO NOT leave it to chance that we maybe online and lucky enough to see your concern, we can not address issues professionally or to conclusion in this manner.

I really would appreciate so we can assist properly complaints and issue being addressed to us directly, it is for your benefit more than anything else.

The other issue and I admit is an issue is getting dealers to stock all the small items which there are over 200 with a GHL ProfiLux controller, they offer the largest bespoked accessory list than any other controller, this makes it hard for vendors to choose what they want to stock in fear of dead stock. Vendors therefore rely upon us to drop ship for them, but if they do not send us the order we can not ship, in this regard it is a failure of the vendor NOT GHL distribution.

Please be assured if there was any trend in this happening I personally would remove all accessories from the retail list and sell them direct. But with the huge expansion of GHL prime dealers I doubt we will need to make this change.

If a client ever has an issue getting a part contact us and we will make it happen immediately there is zero reason what so ever for lack of supply.

Here is a list of items that typically can be special order
Expansion box
Certain expansion cards
Humidity sensors
High amp power bars (specially made)
Flow sensors

Many thanks for your very kind assistance in helping us help you.
Michael

 

[Halfmoon61]

^^Not totally correct, I have contacted the vendor twice. First time he stated the email went to spam, happens, however second email he stated he was working on it and didn't answer my questions concerning ETA of order.
I sent email to you as requested and copied vendor, I included the order # but that wasn't enough information so you asked me to state specifically what I ordered and that email exchange took all of 5 minutes. The email with the specific items I ordered was sent on 22/11/14, still no reply from you or vendor. Check your spam folder perhaps?

 

[AQD_ottawa]

You were replied to and you replied to that email there was no question to respond to after this. We asked what you had ordered and you replied, nothing further to reply unless you were waiting for a reply "thank you for your email" From there on its internal comms between vendor and distributor.

We did not receive your order from the vendor until late last week and all items are now shipped to him.

However AFTER my note above, why are we STILL carrying this on here? Other than for some public venting. I am sorry if this sounds harsh but as a professional company we do not do service this way, its frustrating and unnecessary, your emails have been responded to as you state "WITHIN 5 MINUTES"

There was nothing else to say. If there was simply reply back.

Now Im going to vent (please grab some popcorn!)

If a client gets let down by a dealer as I said before EMAIL US, we will resolve it, carrying on here only feeds unnecessary negativity and does nothing to resolve the problem, issues happen everyone is human its how those issues are dealt with that counts, and as our track record shows time and time again from feedback, we have never let a client down yet even if they do have issues with a dealer, so there is absolute no reason to come on RC in all public flare to voice the issue, if we are aware we will deal with it, our contact details are everywhere, it does not need the whole of the community to know every upset. Every company out there will have the odd upset client this is natural, its our job to rectify it, as we did within 24 hours in this case, sorry i just dont do laundry in the open air, its one of my pet gripes about forums.

NOBODY take that personally, I know forums have become venting zones since the day they were born, I just come from an age where things are done professionally and one on one to obtain a pleasant and working outcome.

Sorry for my vent but hope you all get a bit of a laugh from it and see we do care.

 

[Halfmoon61]

Last post, again we have a failure to communicate. YES, and email stating thank you, you will receive your order on "X" date is appropriate and professional. I come here to vent because email to the vendor didn't work and not to be harsh but that should be enough. You received my order late last week? One month after I ordered it? You see no problem with this? I gave you the vendor and order # in the first email and that wasn't enough information to figure out what I ordered? Not once have I stated who the vendor is in this thread, professional on my part. You continue to point the finger at the customer, unprofessional. Have a nice day.
P.S. Please send a tracking # when the order ships.

 

[AQD_ottawa]

Nobody is pointing the finger we are asking you to follow a direct communication path that is both fast and effective. We only found out by a post on a forum.

To clarify where the misconception maybe especially for others reading this. You did not order from us it is not for US to tell you when you will receive the order thats between you and the vendor, simply because the goods are being (correctly) sent to the vendor so we have no control of their working time frame, if they were being sent by us "to you directly" (drop ship) then of course the ownership on delivery time is down to us and we would have informed you.

In this instance, our job is to make sure the vendor is aware of the complaint (which they are) and then follow up with them to contact the client (which we have). The vendor was informed today the parts have shipped and im sure he will contact you when he receives our email. (we will follow up to check)

In regards to "do I see an issue with the order only coming through now", YES of course I do and thats between Distribution to advise the Vendor to make sure this does not happen again, we do not then post actions on forums in such matters. The importance is that we have been made aware, we have made the vendor aware and they have made you aware. There is no further action to take other than for us to make sure the dealer follows through.

The "vendor" will send tracking to you when it ships, as above, we are not shipping to you the "vendor is" so we have no control over time frames but i am quite sure it will be fast as possible.

I hope that clears up any confusion and if you have further issues, please just email us as proven we will act the moment we receive communication.