"Service" - what a joke.........

[ErikS]

Place an order on 2/7 for two pumps. One Eheim & one Hydor Seltz L30. I check the order & it says shipped "complete".

Thanks for nothing, you shipped the Eheim & now no longer have the L30 listed in inventory.

No notice? No do you still want? Nothing.

I noticed that you DID manage to CHARGE my CC for BOTH pumps - apparently you can get that part right (sarcasm).

Almost $12 to 2day one tiny pump - thanks again.

On the plus side, we have a club meeting in about a week - I'll get a chance to express my satisfaction to some 200 people!

Check the history of "buy.com" - went from the biggest to a non-player with just this type of "service". It can happen to anyone.

So here I sit, stuck w/o a pump that I need (why else would I pay for 2nd day) because you couldn't be bothered to send me a notice so I could take appropriate steps.

 

[ErikS]

And for those of you who think I'm being a bit harsh here's one I let them "slide" on back in Nov.

I've done that before, this is there second chance with me. When I ordered one of my Tunze's I called & asked is it was the new or old version transformer (blue or silver case). Went like this -

MD: it's the new version
ME: okay, great

it arrives - it's the OLD version

ME: I was told it would be the new version, it's the old
MD: Did you open the box?
ME: Um, yeah...how else would I know?
MD: well in that case there will be a re-stocking fee
ME: WHAT????? You did NOT send the requested merchandise & I have to pay???
MD: It IS a Tunze 6000 w/ a single controller, is it not sir?
ME: Yes, but it's the older version...I specifically asked about this before I ordered
MD: well, is the unit functional?
ME: I can't say, I'd have to put it in water to test it....& then how would I return it?
MD: That's right, you can't return it if it's used

Now to be fair the unit does work fine & there's no real difference but when you're paying that kind of money you want the "latest & greatest". It's okay, but I still think MD screwed me on this one

 

[MarineDepot]

Hello Erik,

Thank you for your response, I understand your frustration and I do apologize for the inconvinience that you have expirenced . It appears that what happend was that when your order went thru to our warehouse we had them available or at least had 1 in stock according to our inventory, when our warehouse personnel was not able to locate the item on the shelf a can't find backorder was created, Unfortunately when orders get to our warehouse they are already charged in full, even if it turns into a can't find order. The reason that you were not notified right away is that the system will only send emails out to customers if there is a backorder not a can't find backorder. Eriks, I did recieve word this morning that the pump is no longer available and the replacement for that pump is the Hydor Seltz L35. PLease contact me directly at 714.385.0080 I want to make this right for you.

Walter

Marine Depot Customer Service Supervisor
customercare@marineDepot.com
714.385.0080
www.MarineDepot.com

 

[ErikS]

Thanks Walter. I really appreciate you stepping up to the plate. Yes, I am/was frustrated & here's why:

The hydor seltz pump was backordered, sent out on the 7th, and we're showing the status as being delivered.

The www.fedex.com tracking number is XXXXXXXXXX

Sincerely Yours,
Alan Lxxxxxx (x'd out for internet purposes)
Marine Depot Customer Service

This is the email I reply I got in response to my question:

Hi -
I just received the above order. It is listed as "shipped in full". I
opened the box & found only the Eheim pump = not good & I'm not happy

What are your hours? I won't be able to call until approx 6pm EST. Not sure what I need to do, the replacement L35 is too strong.

Thanks again.

 

[MarineDepot]

Hello Erik,

I am here until 5PM Pacific standard time, Monday- Friday. I will check with Alan about the tracking information that he provided. To me it seems that the tracking information that he provided for you was incorrect, It was for the item we were able to ship to you. But I will double check. In the meantime please do give me a call so I can personally work with you on this matter.

Walter

Marine Depot Customer Service Supervisor

 

[vitz]

hello Erik, my apologies, it was an honest mistake of eyes zigging instead of zagging when researching your order history-you'll be recieving an email from me shortly, and i believe that walter is now working with you on this-once again,my apologies for the confusion

 

[ErikS]

No worries, more like I shouldn't have been so hasty....ah well, nobody's perfect.

Anyway, I searched the site looking for a comparable pump to the L30 with no luck.

Is it possible to just ship an L25 & refund the diff back to the CC?

Thanks (I'll call today if I get a chance)

 

[MarineDepot]

Hello Erik,

That should not be a problem


Walter

Marine Depot Customer Service

www.Marinedepot.com

 

[ErikS]

That should work fine, now if I could just change the thread title so as not to feel like such a heel.

 

[ErikS]

So where's the pump (L25)? I would have expected it to be shipped 2nd day since that's what the original order was????????????????

 

[Leishman]

Looks like MD is falling apart.....

 

[MarineDepot]

Hello Eriks,

Thanks for your post, I have been actually waiting for your call to take care of this for you, but unfortunately I have not heard from you. Please contact me or if you can send me the original order number so I can make the adjustments for you as needed.

Walter

Marine Depot Customer Service Supervisor
714-385-0080
customercare@marinedepot.com

 

[rvitko]

<a href=showthread.php?s=&postid=6702501#post6702501 target=_blank>Originally posted</a> by ErikS
And for those of you who think I'm being a bit harsh here's one I let them "slide" on back in Nov.

I've done that before, this is there second chance with me. When I ordered one of my Tunze's I called & asked is it was the new or old version transformer (blue or silver case). Went like this -

MD: it's the new version
ME: okay, great

it arrives - it's the OLD version

ME: I was told it would be the new version, it's the old
MD: Did you open the box?
ME: Um, yeah...how else would I know?
MD: well in that case there will be a re-stocking fee
ME: WHAT????? You did NOT send the requested merchandise & I have to pay???
MD: It IS a Tunze 6000 w/ a single controller, is it not sir?
ME: Yes, but it's the older version...I specifically asked about this before I ordered
MD: well, is the unit functional?
ME: I can't say, I'd have to put it in water to test it....& then how would I return it?
MD: That's right, you can't return it if it's used

Now to be fair the unit does work fine & there's no real difference but when you're paying that kind of money you want the "latest & greatest". It's okay, but I still think MD screwed me on this one

Sorry, just perusing the forums, anyway, to this day drivers still come in silver and blue, some blue housings are still in inventory. Silver is the new color but the electronics are identical, the electronics have not been changed since February of 2005. The only reason for the switch to silver was a new environmental regulation in Germany against color anodizing.

 

[ErikS]

Thanks for clearing that up Roger - much appreciated.

As I said I knew there wasn't any real difference - just wanted the newer version (you know how that goes :lol: no real reason...just cause ). If I hadn't specifically asked I wouldn't have minded - kind of like hand picking a fish & then getting a different one.

It's all good, the pump arrived yesterday - Thanks Walter!