Poor customer service

[dieselkeeper]

Right before Christmas I purchased a Hamilton T5 light fixture. Only one bulb would light probably, swapped bulbs, the same with both bulbs. I called to report my problem and was told that Hamilton had to contacted and I will be called back. Well it has been almost a month and still haven't heard back from Premium Aquatics. I decided to open the fixture and look inside. A wire had come loose. Repaired it myself and fixture is fine. Needless to say I will be searching for someone else to help me support my addiction.

 

[bayoupr]

Very very unusual. I deal with PA quite a lot and never had any issues with their service.

 

[Jeremy B.]

I apologize for the issue. I'm not sure if it was myself, or someone else who you originally spoke to about this. It was very hectic the two weeks leading up to the holidays around here, and it sounds like we just dropped the ball on this one. I am very sorry for that. We are human, and we do make mistakes at times. I know you shouldn't have had to call back and followup on it again as we should have handled this the first time for you.

If there is anything we can help you with in the future please do not hesitate to ask. I'd be happy to help you out with a discount on your next order, or anything else we can do to try and make up for it.

Thanks,
Jeremy

 

[griss]

Very very unusual. I deal with PA quite a lot and never had any issues with their service.

Agreed, I've dealt with PA since the early 90's and have never had anything less than top notch customer service.

 

[dieselkeeper]

I spoke to someone named Jeremy at 3:25 PM on Dec 23rd.

 

[Jeremy B.]

That would be me. I obviously dropped the ball on this and made the error, I apologize. If there is anything I can do to make it up to you please let me know.

Thanks,
Jeremy

 

[bhinkle50]

I spoke to someone named Jeremy at 3:25 PM on Dec 23rd.

Didn't have time to call back, but yet had time to post here....

 

[Millticket]

Agree with bhinkle50 lol.

I've purchased from them from years and always had great service. More recently I spoke with Jeremy about ordering some dry rock and picked his brain about the ecotech radions. He took time out of his busy schedule to answer all of my questions. I would recommend them to anyone over and over again.

 

[ariel47]

I've had nothing but great servicevfrom Jeremy at PA. Their my first choice for major purchases.

 

[Trickman2]

Things happen, but at least he apologized and offered some compensation..it is all about how you handle the mistake afterwards.

- Trickman2 is "In search of answers to questions unknown"

 

[DonaldLL]

Sounds like PA just made a mistake. No sense in you dropping them; that would be mistake number 2!

 

[luisagos]

I agree with everyone else, these are good people.

Great company to buy from.

 

[James77]

I spoke to someone named Jeremy at 3:25 PM on Dec 23rd.

Given that there are few places around that are not insanely hectic 2 days before Christmas on a Friday as well, I would have at least attempted to give them a call back before I dropped them.

Why would you wait a month waiting for a reply back? It would have been apparent to me after a couple days that it must have slipped up in the holiday mess, and i would have called back.

 

[mr&mrsfish]

Why would you wait a month waiting for a reply back? It would have been apparent to me after a couple days that it must have slipped up in the holiday mess, and i would have called back.

Exactly! PA and their customer service is top notch. I'll post my recent experience in a new thread to give a good flavor of how PA compares to others.

 

[JR719]

I've never had a problem with PA. I also think since this was the one that slipped through, it takes a big person (like Jeramy B.) giving an appology and offering to make it up. You just don't get that with most companies.

 

[ostrow]

Dieselkeeper, I am not here to address PA as I don't feel objective on this.

But I am concerned about the wire. I don't know your setup at all, but I can tell you the people at Hamilton are terrific. I would call them (Jeremy, maybe PM him the number? I can't find it in my files any more) and explain exactly what the issue was with the wire and what you did to fix it, and see what they say.

Having experienced a fire related to a VHO wiring issue, I am particularly sensitive to wiring issues. Trust me, it is well worth the effort to be ABSOLUTELY certain all is 100% perfect with the wiring!

Don't blow this off!

 

[dieselkeeper]

Been reading thru many good threads on PA customer service. Decided I may have been out of line. I will be placing an order for a calcuim reactor. Sorry for any grief this may have caused. Thanks

 

[Jeremy B.]

Thank you. Shoot me an email to jeremy@premiumaquatics.com with your order number or name if you don't mind?

 

[fish clown]

I live in indianapolis about 15min from PA and have had a very mixed service. Normaly it is fine but ive had a few instances where i havent been happy with them. I have had people there that seemed like it was there first day doing anything with that type of thing and others that knew there stuff. I also had a fish that died overnight from PA after I checked all my levels and acclimated it for 3hr and I was left scratching my head wondering why it died. I gave them a call and they said they could only give half the money back.

 

[Jeremy B.]

I live in indianapolis about 15min from PA and have had a very mixed service. Normaly it is fine but ive had a few instances where i havent been happy with them. I have had people there that seemed like it was there first day doing anything with that type of thing and others that knew there stuff. I also had a fish that died overnight from PA after I checked all my levels and acclimated it for 3hr and I was left scratching my head wondering why it died. I gave them a call and they said they could only give half the money back.

Thank you for the feedback. It sounds like you shop with us during our local walk-in hours in our livestock warehouse that we open up for three hours Friday and three hours Saturday. The employees we have working in this area are only there as part-time help, in which they are local hobbyists who are fairly knowledgeable. Just keep in mind that they don't know everything though, and opinions differ from one hobbyist to the next.

As far as our livestock guarantee goes, and as I mentioned in our email correspondence about this, we are unable to offer one on local walk-in pickups. There are just too many variables that come into play once the animal is out of our warehouse. We do have this posted in multiple spots in our warehouse. We also do our best to ensure that all of our livestock is top quality, and we will not sell an animal that is below those standards. You are also getting online (wholesale) pricing on livestock here with us, in a local fish store setting. For example, a $30 fish here will be $50 - $60 at other local fish stores around us. These are just some of the reasons as to why we do not guarantee any livestock once it's gone. I did, however, offer to give you 50% credit back on the fish that you lost as a one time courtesy for it.

If there is anything we can do in the future to help please let us know.

Thanks,
Jeremy