Tunze and Aquacave.com (The worst customer service)

[AYGurgies]

Just wanted to share my recent experience with Tunze and aquacave.com with you guys, with michiganreefers.com and the reeftank.com so you can be carefull of who you're dealing with.

10 days ago, I purchased a Tunze 9011 Protein Skimmer from aquacave.com. I called them and requested to expedite the shipment because my reef aquarium has been without a protein skimmer for a while and it started getting some diatom algae, and they said that it will be shipped by Tunze because they don't have it in stock. Anyway, after six days I received the protein skimmer, opened the box and guess what? Things were just thrown in the box (Just like how you throw your garbage in a garbage bag) and shipped. I checked it out to see if there is anything missing, and guess what? It was defective and here is a picture
http://s1279.beta.photobucket.com/u...pg.html?&_suid=135670598998603819352939174876

I called aquacave and asked them to replace it with another one and asked them nicely (Please please please, my tank has been without a protein skimmer and I really need it ASAP) guess what? They speak to you nicely but, they don't give a SSSSSSSSSSSSSSSS. about you and they do what they want to do. After two days I called them again to see if they shipped the replacement and guess what? They told me that Tunze wants a proof that you will ship to them back the defective one, and then they will ship a replacement to you. What a nice two companies to deal with. Again, anyway, I called Tunze to see if that's true, and again guess what? It was true (They wanted a proof that I will ship to them the defective one before they ship a replacement). I offered them my credit card information to make sure that I will ship back the defective one. After they took my credit card information, I asked them really nicely (Please please please ship the replacement asap (which was yesterday, and guess what? they didn't and I'm still waiting. Now if they ship it today friday, it will take another week to be delivered (because of the weekend and the new year holiday. Bottom line, this was the worst purchase I've ever made, and trust me, it will be the last purchase from these two companies.

 

[rvitko]

Lets get some facts straight, your skimmer shipped yesterday with return label as promised.

Our service I would say was exceptional seeing as we are actually closed this week to take inventory and do bookkeeping and yet I still got this done and from day one I was on it.

I offered to send you the replacement part that was damaged the day I was informed of this by email from AquaCave. Yes, like most US businesses we were closed for Christmas so there was no contact from 21-26.

You win some you lose some, but I am not going to be berated after going above and beyond to help someone whose business I would frankly rather not have. Your story is completely exaggerated, a small baffle was damaged in transit, that is all that was the issue. This damage was so inconsequential that if you were thinking straight you would have installed it afetr bending the baffle back in place and we would have sent a complete replacement body, you only had to move the cup and pump. You made a bad situation worse and continue to do so. From the first day I knew of this issue we were on it trying to resolve it.

 

[AYGurgies]

What do you mean from day one you were on it? Were you closed on Wednesday? I paid $358 for it and you wanted to ship only the body and I will have to do the rest? When you pay $358 for something, it should be worth it. Yesterday, I stayed home because aquacave told me that you will email me the tracking number and the lable to ship the defective one and guess what? Didn't get anything until I called you guys and you told me that you're waiting for Alex from aquacave. Who is saying the truth in here and who should I believe? You or aquacave? You said it was shipped yesterday. Where is the tracking number that you should email me? Is this enough?

Lets get some facts straight, your skimmer shipped yesterday with return label as promised.

Our service I would say was exceptional seeing as we are actually closed this week to take inventory and do bookkeeping and yet I still got this done and from day one I was on it.

I offered to send you the replacement part that was damaged the day I was informed of this by email from AquaCave. Yes, like most US businesses we were closed for Christmas so there was no contact from 21-26.

You win some you lose some, but I am not going to be berated after going above and beyond to help someone whose business I would frankly rather not have. Your story is completely exaggerated, a small baffle was damaged in transit, that is all that was the issue. This damage was so inconsequential that if you were thinking straight you would have installed it afetr bending the baffle back in place and we would have sent a complete replacement body, you only had to move the cup and pump. You made a bad situation worse and continue to do so. From the first day I knew of this issue we were on it trying to resolve it.

 

[rvitko]

You confuse AquaCave and Tunze USA. You contacted AquaCave, who emailed me on Dec 26 at 12:24 and I replied to them at 3:13 the same day and I have stayed in contact with them the whole time. Our first direct contact was when you left a message yesterday and I did call you back. I emailed all the tracking info to AquaCave yesterday at 4:23. The return label is included in the box. Things do get broken in shipping and believe it or not it is not some willful conspiracy.

1ZY34Y370360061788

 

[acronaut]

I have delt with tunze a few times and they have had the best customer servicce to date, I once had a tunze 6100.10 that quit on me, they told me to ship it in, and they fixed it (replaced a clutch) for me and returned it for free even tho the warrenty had been expired for years along with that they kept me informed every step of the way. Their products are top notch and I have been so satisfied with their CS that i sold off my MP40 and replaced it with another 6100.10 and a 6060.

Aquacave is a diffrent story, I had planned to order some things from them but after a quick google search i found that a lot of people had alot of problems with them, so i decided to pay a few extra bucks and go with a more reputable company (marine depot, and premium aquatics)

I'm sorry u had such a bad exp, but it seems like the blams should b put on where u ordered it from not the manufacturer of the produce :/

 

[AYGurgies]

This is the problem. You're saying that you emailed all the tracking info to aquacave, and they told me that you should've emailed me that? Put yourself in my shoes and tell me who should you beleive? Anyway, now it's more clear to me that the problem is from aquacave and not you. Please, accept my appology.

You confuse AquaCave and Tunze USA. You contacted AquaCave, who emailed me on Dec 26 at 12:24 and I replied to them at 3:13 the same day and I have stayed in contact with them the whole time. Our first direct contact was when you left a message yesterday and I did call you back. I emailed all the tracking info to AquaCave yesterday at 4:23. The return label is included in the box. Things do get broken in shipping and believe it or not it is not some willful conspiracy.

1ZY34Y370360061788

 

[Giovanni]

Aquacave service has been poor for me at best. I have found that Premium Aquatics has the best service in the industry.

 

[AYGurgies]

I kind of disagree with you on the top notch words (That's what I thought too when I ordered the skimmer). When I opened the box, the skimmer and the parts were just things thrown in the box littaraly (It's not the shipping). In addition, a good manufacturer doesn't say (I want a proof that you will ship back the defective skimmer and then we will ship a replacement). I offered them (Roger) my credit card info. then they shipped it. It's just wrong to tell your customer that you want a proof!! So, I still put the blames on both.

I have delt with tunze a few times and they have had the best customer servicce to date, I once had a tunze 6100.10 that quit on me, they told me to ship it in, and they fixed it (replaced a clutch) for me and returned it for free even tho the warrenty had been expired for years along with that they kept me informed every step of the way. Their products are top notch and I have been so satisfied with their CS that i sold off my MP40 and replaced it with another 6100.10 and a 6060.

Aquacave is a diffrent story, I had planned to order some things from them but after a quick google search i found that a lot of people had alot of problems with them, so i decided to pay a few extra bucks and go with a more reputable company (marine depot, and premium aquatics)

I'm sorry u had such a bad exp, but it seems like the blams should b put on where u ordered it from not the manufacturer of the produce :/

 

[James77]

It's wrong for a manufacturer to secure billing info to protect against theft? It's sad that they have to, but it is part of the times we are in. Ecotech and Neptune are 2 other companies off the top of my head that employ the exact same need for credit card to ship.

Search Tunzes and especially Rogers reputation. In the 7 years I have Been on this forum I have come across just 2 negative reviews of him and Tunze USA, yours being one of them. I had a problem with the 6105s being noisy when they first came out and he inspected and replaced pumps trying to solve it. He upgraded my pumps with me impellers to further try and quiet them as they tried to improve the 6105s. Recently he salvaged a part I was missing on my pump off one of his dead units and shipped it out free.....on a pump that was way out of warranty and entirely fault.

AquaCave is another story. I personally have found them OK,but have seen the fair share of problems. You are dealing directly with Roger and he stands behind everything 100% so just give him a chance. Do understand that there are certain policies that ALL companies must employ to protect themselves. Blindly shipping a new unit to someone is high risk for never getting the other back, so they secure a credit card and refund it. Common practice.

 

[dread240]

I can't help but take a post like this and have EVEN MORE respect for tunze service. He handled the stuff on the day of notice which happened to be a day off... then on top of that is so organized and has his ducks in a row that when a slam post gets pointed his way he can shoot it out of the air in a matter of minutes lol

that man is on his game :thumbsup:

 

[AYGurgies]

Don't get me wrong in here. My problem is not with Roger personally. my problem is that when you pay $358 for something, the manufacturer that makes that thing should have a good customer support and should make that thing worth every single dollar paid for it. May be for some people $358 is not a big deal, but for me, it is because the way I earned that money was by working with US Marines over seas (In Iraq) and by getting hit by IEDs at least once or twice every week. When you tell me that you want proof that I will ship the defective skimmer and you don't care about my situation and how bad I wanted this issue to be solved by helping me sending the replacement as soon as possible as I requested, then something is wrong in here. One more thing, let's say you bought a very expensive TV. You went home, opened the box and the body is defective. After you call the customer support, they tell you ok, we will send you only the body and you replace it. Would you accept that? All I wanted was satisfaction, that's all

 

[James77]

Tunze does have good customer support. I think what set you off with a sour taste is putting AquaCave in the middle of it....not that you were wrong you just thought that is what you do.

$360 is a lot of money no matter what financial situation you are in...it is for me. Though I seem to have become numb to the aquarium expenses where I should be shocked . I doubt Roger said he does not care about you situation...if he did I'd be curious what led up to it since I have seen and experienced nothing but outstanding customer service from him. Unfortunately, the second you buy something you are under warranty support. If you bought a brand new car that blew a motor in a week, it would be totally acceptable for the dealership to replace just the engine. Again, nothing is wrong with Tunze wanting proof or at least a hold on a credit card as they blindly ship out a replacement. Put yourself in their shoes....they are sending a $360 item to someone and just hoping they will return the old one. What happens if you didn't? Im not saying you would obviously...but they don't know that.

What's done is done as far as bad feelings about the whole thing. I totally understand your frustration, it stinks when you have to deal with the PITA of being one of the very few that have to deal with problems. I remember buying a brand new PS2 with GTA, I could not wait to play it but of course the unit was defective. I had to go to the store, have them make me try a new game then ultimately replace the PS2. It takes the fun out of it, but problems happen. I would step back, and re-approach it and work with just Roger. You have to understand there are policies that pretty much every company employs like holding a charge for a replacement or just fixing a product for warranty. Roger has almost a legendary service record, and it did not happen by peeing off customers. Just try to approach it with a bit of patience due to the holidays...in the end Roger will make sure you are happy with his companies products.

 

[AYGurgies]

No, Roger didn't say that he doesn't care. And again, I have no problem with Roger. the reason why I said that is because I requested the replacement to be shipped as soon as possible, and I will wait for them to email me the lable so I can ship the defective one, and what happened was that I called aquacave the next day and they told me that Tunze said that I should ship the defective skimmer first, they track it online and make sure that I shipped it and then they will ship the replacement. This is why I said he doesn't care (What I meant was the manufacturer doesn't care) and not Roger.

 

[biecacka]

I have only great things to say to roger and Tunze. I will own Tunze products for 2 reasons, 1) great product. 2) ROGER. I think you would have been better off contacting roger/Tunze first and skip aquacave. A friend of had a problem with her brand new controller and I told her to contact Roger directly and bypass the seller, why? Because Roger is a stand up guy who provides GREAT customer service. I'm sorry you seem to have had bad luck but I think it's more on lack of communication from aquacave as stated above. Roger responded during NON business hours......
Corey

 

[chadfarmer]

things happen and u ordered something in the busyest time of the year for shipping, thing do get broke, you are getting what u payed for.

I would get over it

 

[AYGurgies]

Replacement is leaking (Another defective skimmer)

Replacement is leaking (Another defective skimmer)

Roger,
I received the replacement today, installed it, and guess what? Another defective skimmer! It's leaking from two sides, right and left. Here is a video leaking from one side, and if you want me to take another video of the other side, please let me know
http://www.youtube.com/watch?v=9VV7_leWhxw&feature=youtu.be

 

[rvitko]

They all leak to some degree, it is 4 hand glued rectangular panels and it is not intended, nor important that it is water tight. They tend to leak a bit where the panels meet as shown in the video. So long as water is exiting the stand pipe and the skimmer is assembled properly, this is inconsequential.

 

[pyton]

Roger (Tunze) always answers my emails right away, if late at night I wake up to his reply. The support has been nothing less than stellar.

AquaCave is pretty good, it does take time when you have to include the reseller and the reseller is dealing with a wider base of clients than the manufacture.

We are all human, when we pay for something we want it to work the first time and this is not always the case. Especially when we have already waited for the product to be shipped. Everyone now a days buys in the internet to save money and the time from going to the store. This is the price you pay when you do not buy local. Great deal but you might have issues. You need to wait for shipping and you have to the understanding of the risks. Flaming posts like this when someone is trying to help you is not good business, if you can't have some form of patience buy local.

Thank you to Tunze for all their support over the years!

 

[AYGurgies]

Well, we are in 2013. When you buy something this expensive, then it must work the first time and not only work but works in an exelent way. Also, I disagree with you on the (this is the price you pay when you do not buy locl), and as I mentioned earlier, we'ere in 2013. How long do you have to wait for the shipping? What risks are you talking about? We're in the United States of America, the Greatest country in the world and the only way that we became the greatest in the world is because we try our best to do things right from the begining. They say (You get what you paid for) and I didn't! Patience? Do you know Me? How do you know that I don't have patience? or is it just writing words? Let me tell you what patience is. In 2011 I got hit by 5 IEDs and 1 hand made grinade while I was working with the US Army over seas (Iraq). With all that risk of lossing your life in any second, I had the patience to stay with the US Army and go missions almost every day untill the US Army came back to the States. This is only about IEDs. Do you want me to tell you about the rockets that we were getting hit with almost every day at 2 O'clock in the morning you have to get up quick and go to the bunkers? That's another thing that needs alot of patience that I handled for six years.

Roger (Tunze) always answers my emails right away, if late at night I wake up to his reply. The support has been nothing less than stellar.

AquaCave is pretty good, it does take time when you have to include the reseller and the reseller is dealing with a wider base of clients than the manufacture.

We are all human, when we pay for something we want it to work the first time and this is not always the case. Especially when we have already waited for the product to be shipped. Everyone now a days buys in the internet to save money and the time from going to the store. This is the price you pay when you do not buy local. Great deal but you might have issues. You need to wait for shipping and you have to the understanding of the risks. Flaming posts like this when someone is trying to help you is not good business, if you can't have some form of patience buy local.

Thank you to Tunze for all their support over the years!

 

[AYGurgies]

I got it, thanks. Just one more thing. It's producing alot of micro bubbles. Is that normal?

They all leak to some degree, it is 4 hand glued rectangular panels and it is not intended, nor important that it is water tight. They tend to leak a bit where the panels meet as shown in the video. So long as water is exiting the stand pipe and the skimmer is assembled properly, this is inconsequential.