Poor support/policies

[1sleeper]

I didn't like my noisy mag7. After much research and consideration I ordered an Eheim 1260 from MD. I read the reviews and threads and everyone says the 1260 is an over achiever and the 1262 is overkill. It took exactly 7 days to arrive regular ground which was Friday. I hooked it up over the weekend and it's not flowing like the mag7 and is almost as noisy. I called this morning to exchange for a better pump and was notified by Robert that the policy "clearly stated" on the website that it has to be defective. I could send it RMA but if they plug it in and it works to their satisfaction, then I'm getting the unit back. NO THANKS!
It is not MD's fault that I am unsatisfied with the pump, but where's the customer satisfaction guarantee? Unfortunately, my LFS sells only MJ's and I have no idea what works unless I try it (especially a return pump). I bought everything minus my tank at MD and had no idea that I wasn't protected. So I'm off to find a new supplier to take my money that offers satisfaction guaranteed. Anyone want a two day old Eheim 1260?
Jim Foran

 

[owsi]

If MD takes it back, who pays for it, We do in higher prices. If it was defective, you would have a case, but not if you decided it was not what you wanted. The retailer would have to sell it used, and pass the loss on in higher prices for me.

 

[kiknchikn]

I think you're being a little unreasonable. You can't expect a company to let you buy things, open them, use them, and then send them back if you don't like them at no cost to you. I've never encountered a business that allows that, and I suspect that any that does won't be around very long in an industry as competitive as this one.

Have you tried checking to see if there is a reef club in your area? If there is they will likely be more than happy to help you find a pump that meets your needs (if one exists).

 

[1sleeper]

Points well taken. So you buy something online and it turns out to be a total POS. Not at all what you were told it is. You guys don't want to return it? The pump may indeed be defective and having nothing but my mag7 to compare it to, I would say that it is. BUT it isn't worth my time and money shipping it back to leave it at their discretion and another week shipping it back to me. BTW, If MD takes it back Owsi doesn't pay for it. They send it back to their distributer for credit. Eheim eventually gets it back, tests it, fixes it, cleans it and repacks it. Or, puts the good parts back in the parts bin. It's funny, Drs. F&S (my new friend) has a 30 day money back satisfaction guarantee and exactly the same price.
Listen, I'm a business owner. I never raised my voice on the phone. I simply said, that's fine I'll find my new pump elsewhere. I just thought someone might think customer satisfaction is important. There's a hundred guys that do what I do and If my work doesn't coincide with my customers expectations, I keep coming back until it does. I care that they're happy and that is called customer service and that's why I'm busy.
I'm also waiting for the Tunze shipment, know why?
Roger at Tunze cares that his customers are satisfied. I like that.

 

[kiknchikn]

I definitely understand your point of view and I agree with you for most of it. But you lost me with "Unfortunately, my LFS sells only MJ's and I have no idea what works unless I try it".

That kind of implies to me that you expect to be able to return things based solely on a product not doing what you thought it would do, which isn't a store's responsibility. You're responsible for knowing what you should get. That's why I suggest you go see the pumps in action. There's bound to be a reef club or a store with more a knowledgeable staff within a reasonable driving distance in NY. I'm sure you'll find a pump that is quiet enough and powerful enough to get the job done that way without having to pay the price of a tunze.

 

[Bebo77]

<a href=showthread.php?s=&postid=9113482#post9113482 target=_blank>Originally posted</a> by kiknchikn
I think you're being a little unreasonable. You can't expect a company to let you buy things, open them, use them, and then send them back if you don't like them at no cost to you. I've never encountered a business that allows that, and I suspect that any that does won't be around very long in an industry as competitive as this one.
).

drs FS does that... Costco does that.. its a MD policy.. one that i think sucks as well.... ill pay for return shipping but atleast take the items back...

 

[owsi]

Thats why Drs. F & S are higher on most items

Thats why Drs. F & S are higher on most items

<a href=showthread.php?s=&postid=9155613#post9155613 target=_blank>Originally posted</a> by Bebo77
drs FS does that... Costco does that.. its a MD policy.. one that i think sucks as well.... ill pay for return shipping but atleast take the items back...

I have never had a problem MD did not take care of, but I would also not want or expect them to give test drives. Then either costs would go up or they would be selling me something someone else has had. If you are not familar with the characteristics of a product you should buy it at your LFS. It will cost more but they should demo and explain its features to you. I do not want to pay for someone else changing their mind, nor do I want something someone else has tried and sent back.

 

[kiknchikn]

I guess I just strongly feel it is YOUR responsibility to be an informed buyer BEFORE you buy a product. You can't expect a store to flip the bill for your mistakes.

 

[Bebo77]

what ever happened to the customer is always right...? MD is the only place where you can not try something and return it because you did not like it.. i would like to see retail stores say.. did you try it? well then we can not take it back.. Pshhhh.. besides MD is not that much cheaper then Drs but Drs return policy is SOOO much better.

OWSI i purchased a heater from MD that heated my old tank to 90 degress ( heater set to 77) what did MD say?.. sorry we will send you a new one and please return the one you have.. no they said well we have to test it and if it works we will send it back to you? WHAT! i dont want it back... i called the mfg and they simply said.. what any good vendor would say.. A new one is being sent to you please return the bad one in the box with the attached return shipping label.. end of story


MD is one of the largest online dry goods vendors. I dont see them taking HUGE losses on returns.. costco walmart kmart all seem to be doing fine with a no hassle return policy.

 

[Bebo77]

<a href=showthread.php?s=&postid=9156594#post9156594 target=_blank>Originally posted</a> by kiknchikn
I guess I just strongly feel it is YOUR responsibility to be an informed buyer BEFORE you buy a product. You can't expect a store to flip the bill for your mistakes.

how do you know you like something without trying it then? and even with a well informed decision.. i cant change my mind?

 

[kiknchikn]

<a href=showthread.php?s=&postid=9156724#post9156724 target=_blank>Originally posted</a> by Bebo77
how do you know you like something without trying it then? and even with a well informed decision.. i cant change my mind?

Changing your mind AFTER you open it and decide you don't want a product that is functioning fine because it doesn't do exactly what you wanted it to is not the same as wanting to return a broken or dysfunctional item. If that is a store's policy what's to stop someone from buying every single product the store sells, trying them all, and then returning what they don't want?

I definitely don't like the fact MD states they need to check the product for defects before they refund your money, but I'm sure that policy is the direct result of too many shoppers wanting to return perfectly fine products because THEY made a mistake.

I guess we'll have to agree to disagree about the responsibilities of stores

 

[1sleeper]

For the record, I went way out of my way to inform myself on this eheim pump. Search and read any discussion on RC and you will find the 1260 being pushed over the 1262. Every eheim advocate says the eheim is silent and pumps much more than it is rated for. I found these statements to be false with my pump so I am dissatisfied. I threw an impeller in my mag and put it back on, same noise as the 1260 with more flow. I'll use the eheim to water cool my computer or transfer liquids in the shop. So here's my sound advice on MD. If you plan on taking RC members advice on products, don't buy it from MD.

 

[owsi]

You will be doing us a favor in helping keep our prices down if everyone follows that advice. RC has a lot of good info, but as in this issue, I might feel a pump is quite, you might not get the same impression. As I said before, if you dont know, go to your LFS, they will demo a pump, help you set it up, ect.

 

[1sleeper]

My LFS only sells MJ's and Mag Drives.

 

[E-A-G-L-E-S]

<a href=showthread.php?s=&postid=9156685#post9156685 target=_blank>Originally posted</a> by Bebo77
i would like to see retail stores say.. did you try it? well then we can not take it back.. Pshhhh..

I don't know what lfs's you live near, but opening a lighting set-up or skimmer or pump and using it pretty much means it's yours in PA.

Not saying i wouldn't appreciate it if they did, but they usually don't.

 

[1sleeper]

14 posts and not one from MD. Drs. F&S answer EVERY post.

 

[kiknchikn]

MD has it's own somewhat successful forum (http://forum.marinedepot.com), so I doubt they surf RC very often. You could try posting your complaint there if you want a response...

 

[1sleeper]

They post almost every day here, they just don't respond to negative comments. To get a reply, you have to put a "thumbs up" starting your thread. I'm not stuck on bashing MD, just informing customers of their carefree attitude after the sale. If MD would have at least posted acknowledgement, it probable would have ended. I just bought my new return pump, two Koralia PH's, phosban, salt, etc., this am at Drs. F&S and the service and support is unbelievable compared to MD. I'm done here, have to go give Drs. F&S two thumbs over there.

 

[RobbyG]

When you buy over the net, most times you save money, that savings has a trade off, in that you don't have the ability to take it home and try it then return it like you could at a regular store. One always has to be very careful when buying over the net. I can't tell you how many times I have bought stuff on Amazon.com and found it not to be what I expected. I just blame it on myself for not being 100% educated about the product before purchasing it.

 

[Bergovoy]

noise is an arbitrary issue, flow is not. If md has the means to determine if the flow is per specifications, loet them test it and submit the test results.

But I agree, that no matter what, buying things andfinding out you dont like it is is a fact of life, and a business with any consideration towards its customers would understand that, and accept it as a cost of doing business.

MD is by far not the cheapest store in the world. They are not doing anyone a favor by way of their so called low prices. Thier prices are the same as everyone else.

Everyone else allow for customer satisfaction, md does not.

And like I stated in other threads, when it truly would not cost md to take care of thier customers, and yet they still deny them, opens them up to criticsm like this and more.

MD could have simply retd the item to the mfg under the same guise as other stores do, '...customer not satisfied...' and get credit or replacment.

Does this add to the cost of mfg another pump, no. Is this wasted money, not really, considering alienation of customer is way more costly.

Should companies or mfgs anticipate losses like this, YES, just like they should anticipate unusable items that fail thier own quality control measures. Is that anticipation accurate? Maybe it is and maybe it is over estimated.

All in all, it is a cost of doing GOOD business.

Looking for a successfull business plan by only selling one product to a customer and never doing business with that customer will never succeed. Word of mouth and repat business is the only recipe for success.

I truly doubt md will survive in the long run due to thie continued poor satisfaction policies. and although I would never wish ill towards anyone or to any entity, I do not want md to survive with thier policies as they are.

And not to bring my case to this thread, thier policy threatened the life and health of my MARINE habitats, and I feel it innapropriate for a company to be named MARINE depot when it is clear that thier condsiderations for the MARINE life in my or anyones tanks is second to thier policy, should not be allowed to use that name.

Bill