A couple of weeks ago Ecotech sent out an email announcing their new model battery backup for Vortech pumps. I had been thinking about getting one anyway, so with the upgraded battery life and additional cable the new model comes with I decided to buy one. I checked online vendors and found that Aquacave had the new model advertised on their site (http://www.aquacave.com/vortech-pump-battery-back-up-1121.html), so I ordered it. When my package arrived it was the old model, absolutely not what I wanted nor what they advertised.
I immediately called Aquacave and spoke to someone who took my information and said they would call back (I did not note his name). Four days later, no return call so I emailed them explaining the problem. Now it has been a few more days and no response to my email or the original phone call.
Shipping me the old model might have been a mistake, although I suspect more of an effort to clear out old inventory and hoping I wouldn't know or care about the lower quality item for the same price that the new model is going for. The lack of response to my phone call and email is just poor customer service, and moves this in my mind from a mistake to fraud.
I have now reached the point where I am going to approach this as fraudulent sales practices and a "bait and switch" situation and contact my credit card company with the complaint. I have not removed the battery from the shipping box, and offered to return it (on their dime for shipping, it was their error not mine) in exchange for the correct item. There is no excuse for not responding within a week of being contacted with an order error like this.
So, while some people have obviously had good experiences, be aware that if something goes wrong you are going to be left hanging without support or even a response to your contacts. I would strongly advise shopping with a more reputable vendor.
I immediately called Aquacave and spoke to someone who took my information and said they would call back (I did not note his name). Four days later, no return call so I emailed them explaining the problem. Now it has been a few more days and no response to my email or the original phone call.
Shipping me the old model might have been a mistake, although I suspect more of an effort to clear out old inventory and hoping I wouldn't know or care about the lower quality item for the same price that the new model is going for. The lack of response to my phone call and email is just poor customer service, and moves this in my mind from a mistake to fraud.
I have now reached the point where I am going to approach this as fraudulent sales practices and a "bait and switch" situation and contact my credit card company with the complaint. I have not removed the battery from the shipping box, and offered to return it (on their dime for shipping, it was their error not mine) in exchange for the correct item. There is no excuse for not responding within a week of being contacted with an order error like this.
So, while some people have obviously had good experiences, be aware that if something goes wrong you are going to be left hanging without support or even a response to your contacts. I would strongly advise shopping with a more reputable vendor.
