Problems with JBJ chiller order

[COCO]

Dear Sir/Madam,

I received my order of JBJ Arctica chiller yesterday afternoon. My invoice number is 101964. Upon inspecting the items, I have found THREE problems with the chiller. First, there should have 3 sets of hose elbows to connect the chiller to three different sizes of hoses. While there are 6 hose elbows, there is only one medium-sized hose elbow and three large sized hose elbows. Since I am planning to connect the chiller using the medium-sized hose elbows to connect to my Eheim filter, I could not install the unit.

Second and more important problem is that the condenser unit of the chiller which is located behind the front plastic grill has many chips and bents, which seem very unusual to me given that this is a new product and the plastic grill looks intact. Besides, the shipping box looks fine as well so that I donââ"šÂ¬Ã¢"žÂ¢t think the damage was caused by UPS.

Third, I was expecting to receive the chiller inside a cardboard box. However, the chiller arrived in a product box itself.

Below are the pictures for your info.

Damaged Condenser:
http://web.austin.utexas.edu/tai/Chiller/condenser.html


Plastic Grill:
http://web.austin.utexas.edu/tai/Chiller/grill.html


Shipping Box:
http://web.austin.utexas.edu/tai/Chiller/box.html

Please let me know what I should do with these problems.

I appreciate your time and customer service in advance.

Best regards,

COCO (TaiWoong Yun)

 

[Jeremy B.]

Hi,

I apologize you did not receive the correct fittings. Please check them one more time just to make sure there are only two different sizes instead of 3. They are all very close together in size, and can be easily overlooked. If there are definitely only two sizes please let me know and I'll make sure we get the correct ones to you immediately.

As far as the damage goes, I opened up 4 more chillers of different sizes to inspect, and all of them have the same "wave" to the fins and the missing spots. I believe it has to do with the fabrication of the condenser when it comes out of the mold during manufacturing. This will not effect the performance at all, and is completely common.

Please let me know on the fittings when you get time and we'll get it taken care of immediately.

Thanks,
Jeremy
jeremy@premiumaquatics.com

 

[COCO]

Dear Jeremy,

Thank you for the quick reply.

I have only one medium-sized hose elbow and 3 large-sized ones and two small-sized ones. Thus, I have one medium-sized hose elbow missing while I have one extra for large-sized hose elbow.

With regard to the chips and bents, if that is normal I am ok with it.

Finally, is it normal that you ship the chiller without a cardboard box?

Please send one medium-sized hose elbow asap.

Thank you.

coco (TaiWoong Yun)

 

[Jeremy B.]

Hi,

No problem, we'll get that medium sized elbow out to you immediately. Again I apologize for the inconvenience on that.

The box that the chiller comes in is actually an approved UPS container, so there is no need to put it inside another box as is the case with most other chillers.

Thanks,
Jeremy

 

[COCO]

I see. Thank you for the excellent customer service.
I look forward to receiving the missing item.

Thanks,

coco