question Jason about my order

[JTMAMU]

Hi, Jason

This is John from hawaii I just recieved my bluepump and aqua UV sterilzer. The blueline pump inlet is chipped slightly due to box damage. One side of box is rip open which the inlet sticking out which caused it to chip. The pump looks ok but not sure if inlet will leak, dont want to take that chance. I called premium aquatics and there are going to send me another pump but

I wanted to know do you have to charge me again to ship out another pump to me ? I know I will get refunded later when damage pump comes in. But I hate to be charge again. The damage box and pump will be return since you filed a claim with UPS. There is no way Iam going to keep this pump.


How long does it take till UPS come and pick up damage box with pump?

thanks

 

[jasonfrey]

Hi John,

I got the charge voided, so you won't be charged for this replacement pump. Sorry about that, our normal policy when customer is sending something back is to charge for the new item and refund later, but this is an exception since it's a damage claim. Sorry about the mixup.

We will ship the replacement pump out today and file claim with UPS. UPS might take anywhere from 1-15 days to pick it up, they are pretty slow sometimes.

Also, please be careful when you email and call, because i was just getting ready to write up your replacement order from the email you sent me and i wouldn't of know you called. Our shipper most likely would of caught the double order, but possible it could of slipped through and got shipped twice.

thanks, sorry about the problem. UPS just seems to get rougher and rougher with packages.

thanks

 

[jasonfrey]

Hi Again,

We are going to ship the replacement Fedex, hopefully they'll handle it better.

 

[JTMAMU]

hi, Jason

I called you to say thanks for the response and help but you were busy, so you are sending me another blueline 70? I just want to make sure. Sorry for all the hassles, I have been calling your staff to make sure everything was taking care of, I appreciate there patients and customer support! Just to let you know pump looks good its just the inlet is slightly chipped before threaded area, I just dont want to take that chance and keep it. As for the damage box and pump does UPS want to see it? . If you want proof of damage box I can give box to UPS? Just let me know.

So when replacement pump arrives, what I will do is put damage pump in the new box and put return label that you will send me and send it back.

thank again and mahalo!

 

[jasonfrey]

Yes, new pump will be a 70 model too.

Yes, please keep the original box, our packing and everything, because UPS will inspect to make sure we packed it properly, that is how they try and get out of paying lot of the times1

thanks

 

[JTMAMU]

Hi,

Alright so going with Fedex 2nd air that sounds good, hopefully they will do a better job. would you be able to send me the Tracking#. As for the damage pump it will go Fedex to?


thanks again

 

[JTMAMU]

Alright, so UPS will come and take a look at box and pump or just the box? Will damage pump go with UPS or Fedex?

thanks

 

[jasonfrey]

Yes, i just got an email from them and asked for you to have it boxed up and taped, so they will just pick it up and inspect at there local ups facility.

we will get you tracking on fedex tonight,

thanks

 

[JTMAMU]

Alright,

just let me know when they will pick it up, Iam at work till 1:00pm today hawaii time so anytime after is fine or I will get off at 11:00am tommorow, so anything after 12:00pm Hawaii time is fine to have UPS pick up damage box and pump.

thanks