received bad pump (return policy)

[cloak]

I just received a new pump for my Eshopps PSK-75 skimmer a couple hours ago and as soon as I plugged it in the pump sounds like a buzz saw. Is there anything I can do to alleviate this? My first pump was not like this when I first set up my skimmer. How do I send it back to you? Do you just credit the credit card when you receive it? Any information would be great.

The order number was 100006977

Here's a video just to give you an idea. The buzzing sound is unmistakable.

 

[AquaCave]

Cloak,
Sorry about the issue with your new pump. Shaun will contact you to get this resolved.

Albert

 

[cloak]

Another problem has surfaced unfortunately. I did talk to Sean regarding the pump and he said that a replacement was to be shipped out. He also sent me an e-mail with a UPS label I was supposed to print out and put on the box the bad pump is in. Well today, (Dec 24, 2014) I received the replacement pump. It's the same thing all over again. The pump is extremely loud. I've tried fiddling with it but no go. I tried calling you guys today but your closed, so I left a message with my phone number. I would really like to return the pump and have you credit my account, but I'm not sure how we go about this again. Somebody did mention the Sicce pumps, so maybe this would be an alternative. Let me know.
Here's a few pictures and another short video just to give you an idea of what happened..

Thanks.





http://vid172.photobucket.com/albums/w16/jAb83_2007/replacement pump video_zpsl9aka4pv.mp4

 

[AquaCave]

Sorry about the trouble with the new pump. If you still have the return label that was sent to you with the replacement pump please send back both defective pumps using that single label. Email us once the package is delivered and we will process your refund as requested.

Albert

 

[cloak]

I'm confused. I have the first pump I received packaged up with the UPS label Shaun e-mailed to me ready to go. I was waiting to receive the second pump before mailing this. Now I have two boxes/pumps to mail. Just to clarify, you want me to open the first box up & put the second pump in there and mail them both to you? The box with both pumps will be going to 16285 Gale Ave, City Of Industry California, not Illinois where I think Aquacave is located at. Is this okay? I also received an e-mail this morning that said my RMA was approved. (#0000000097) Do I need to print out any of these and enclose it with the pumps as well?
Thank you for the help. I just want to make sure I'm doing things correctly.

 

[AquaCave]

Don't worry about the RMA that was generated on your account. Just send both pumps in one box to California warehouse. Please track the package using tracking number from the label. Once the package is delivered, send us an email or post in this thread and we will refund your account for the original purchase price.

Albert

 

[cloak]

The package with both pumps in it was dropped off at 3:15 PM PST at the UPS Store #1452 (Stockton, CA)

Thank you.

 

[cloak]

Here's an update regarding the package with the two pumps in it goes.. If I'm not mistaken, it was delivered today.

http://www.theupsstore.com/pages/track.aspx?t=1ZY77R409093397081

 

[cloak]

Just out of curiosity, how long does it usually take to credit an account? This pump was a gift from my mother and now that it's been returned she keeps asking me day after day when she'll be receiving her refund. Thanks.

 

[AquaCave]

Sorry about the delay in processing this. Your credit was processed in full today.

Albert

 

[cloak]

No worries... Your customer service has been excellent btw. :thumbsup: