World Class Customer Service

[jh2pizza]

Im not one to write reviews, but the customer service I received was top notch.

I purchased a L1 for a return pump last year. Didn't have my receipt. Not sure of the exact date, but I knew it hasn't been in service a year. The impeller stuck on it. Took it apart, cleaned it put it back together and nothing... Its dead.

Called Customer service on Monday, checked a few things, two days later a pump arrives.

I expect things to go wrong. Anything mechanical will, but how the company reacts the the issue is whats important to me.

Love the pump. Love the service. I will be an Eco-Tech customer for life.

 

[flyairbus]

And I have exactly the opposite.
MP40 QWD Pump from jan16. the dry side is not working correctly and they told me to buy a new dry side !!! (I git the pump second hand knowing that the warranty is on the pump and not on the buyer).
Perhaps because I am in Europe, they don't care !!
Shame on them.
I was loyal to them till I had to get some help from the customer service.

How come that they react differently !!!! (Pi..ed off)

 

[mfinn]

I've always gotten excellent customer service from Ecotech Marine.
From products to advice, always top notch.

 

[jeff240gallon]

Any idea how to get a hold of them? I've called twice in regards to radions but no one ever answers


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[mfinn]

Any idea how to get a hold of them? I've called twice in regards to radions but no one ever answers


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Call during their business hours and someone will answer.

 

[Alex Y EcoTech]

And I have exactly the opposite.
MP40 QWD Pump from jan16. the dry side is not working correctly and they told me to buy a new dry side !!! (I git the pump second hand knowing that the warranty is on the pump and not on the buyer).
Perhaps because I am in Europe, they don't care !!
Shame on them.
I was loyal to them till I had to get some help from the customer service.

How come that they react differently !!!! (Pi..ed off)

Please keep in mind, any product purchased used does not carry a warranty.

 

[Alex Y EcoTech]

Any idea how to get a hold of them? I've called twice in regards to radions but no one ever answers


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Jeff,

Our phone lines are open from 9-5 EST Monday-Friday and we can be reached by calling 1-800-785-0338 Ext. 2

 

[flyairbus]

Please keep in mind, any product purchased used does not carry a warranty.

Hi, this is not the case in Europe. the warranty is on the product and not related to a customer.
Anyway, the Pump is less than a year old, it would have been "class" to help. Its your product which is in default after less than a year, but this doesnt seem to bother ecotech.

 

[kodo28]

I wish that we could have a "World Class Customer Services" but actually seems not to be the case at least here in Europe.

I had an issue on my Vectra M1 which went for warranty
(waiting time for replacement 2 months !!!) the pump went back from Ecotech repair to my dealer because the pump was supposed to be not defective .
My dealer tested the pump and he confirmed that the pump was well defective...to make long story short, at the end a bought/exchange a new Vectra from my dealer , because I didn't wanted to wait again for 2 months for a warranty/repair.

Actually I have 1 MP40QD dry side issue (pump running very loud, very hot and small crack on the cover dry side (not sure if caused by the extreme heat).
I sent the pump on 07 October...Still no feedback from warranty/repair and no new pump knocking the door until now...

:headwally::headwally::headwally:

 

[jh2pizza]

I am beginning to loose love for the pump. Pump 2, dead. Thing locked up. Got the impeller to turn a bit, pulled the impeller out and it snapped into two pieces. I have never seen impellers break like these. Saturday night. Service closed. Best case Monday Morning to even speak with someone, most likely Wednesday before a replacement can arrive.

I guess it want the best idea going with these pumps as the lifeline to your system on the next floor. Its not as if I can just go pull one off a shelf.

Pan World PS 200 run for 5yrs or so, sold it to buy this and they guy is still running it.

 

[Braves95]

I can speak from personal experience that i had an issue with the Radion light puck on one my G3's and a new puck was sent to me and easily replaced with the help I received from customer service. See below...

http://www.reefcentral.com/forums/showthread.php?p=24129355#post24129355