3 new tanks 2 broken 1 different what would you do?

James Starr · May 28, 2018

Hi I'm the same guy who posted a crack on the overflow. The people on here were very helpful in offering various soultions. So I wanted to get your opinion on my situation. I purchased a Red Sea 525xl deluxe and it came damaged. It happens but the next one was also damaged. Lucky I was able to sell one. The problem is, when it came to the third one it wasn't damaged but totally different. The overflow had glass going all the way to the top in the first two but on the third all plastic. I'm not very happy with the company or the customer service I received. I made them aware on Thursday afternoon 2 days after I received it and they couldn't get me an answer.

mtraylor · May 28, 2018

I'm not familiar with the design of those aquariums. Is the overflow external?

I have a custom made aquarium and my external overflow is all plastic. I would prefer it that way. No issues with cracking etc. Don't have to worry about an over tightened bulkhead. Can you elaborate on your purchases a little more. Let me know if I get this right.

You bought a red sea aquarium and it came cracked. Then they sent you a second one and it was cracked as well. So the third one they sent you was custom made with plastic so it wouldn't crack. Is this correct. That sounds like good customer service IMO.

Also sounds like they let you keep one of the broken ones and you sold it to cover some shipping or something. Is that correct? Did you have to pay for the replacements?

James Starr · May 28, 2018

I asked them to come get there aquarium right from the beginning. I stilk have one I don't want, didn't pay for a retrofit or custome I just want what I paid for they never asked me if it was ok to tweak it or change what I bought. Imho the glass one is more astheticly pleasing and the one I wanted.

mtraylor · May 28, 2018

So they have sent 3 aquariums thus far and they didn't want the cracked ones. Did they make you pay any new shipping charges etc?
Have you paid any new fees or anything or have they just been trying to get you a non cracked aquarium no matter what?

Post some pictures of the all glass ones and the plastic one they sent you. I"m curious to see what the difference is. I think they will continue to work you IMO. It may be that the plastic is their new line and the glass was the old line. Those aquariums look beautiful to me and sleek. I have never paid attention to the overflows so I Just checked out a video and the overflows are internal and it looks plastic to me.

James Starr · May 28, 2018

I paid the price be they asked. I don't get to pick the courier or shipping method. They never asked me if changes were acceptable. Why would I pay for their mistake? You asked if they charged for shipping

Fritzhamer · May 28, 2018

I think their point is that you’re being a bit unreasonable. The company ate the cost of three aquariums and three shipping charges for something you paid for once. I think they’re going pretty above and beyond at this point.

I thought all the overflows were plastic. Most overflows are plastic, glass cages is the only company I know of that uses glass for the overflow and only so that they can charge you separately for a plastic cover.

Did you special order a glass overflow or just the standard tank? If you ordered the standard tank then you get what you get and you don’t get upset. They make improvements and revisions. Perhaps they stopped using glass overflows because it doesn’t ship well.

To me it sounds like their customer service is pretty top notch. It’s a Holiday Weekend so I wouldn’t expect an answer till Tuesday or Wednesday from any company.

I don’t have a Red Sea tank but I’ll certainly consider one in the future based on the service you’ve gotten.

mtraylor · May 28, 2018

Oh ok. Well now that I know the background. This is what I would do.

Since the company has sent you 3 aquariums so far with no extra charges or hassle. I would consider this excellent customer service. As I'm not familiar with their aquariums or aesthetics in glass or plastic internal overflows. I have only had plastic in every aquarium I have had rather it be internal or external overflows. I would chalk this up as the company rectified the issue you were having. You now have a beautiful aquarium not cracked, but only change is the plastic overflow. To me that was an upgrade and not a downgrade.

You sold one of the broken ones that gave you some extra cheddar in your pocket that would justify the frustration from having to wait on your awesome aquarium and deal with all that crap. So I think you have a win/win situation. Since you are unfamiliar with the new design, I would ask for an extended warranty on the aquarium build you received since you didn't ask for it. I think that would be fair if you think something is wrong with it.

Once you get the fish and corals in there, you probably will not even notice the difference once coralline algae covers it.

Good luck in your endeavor. I hope it works out for you.

James Starr · May 28, 2018

I understand and respect your opinon, but totally disagree. I paid for what i paid for, and if you're going to make changes, let the customer know ahead of time if that's acceptable to them. Sorry I don't like to spend my money 3800 on damaged product. So if it comes altered I should just accept it? Sorry that's not how it goes with me. I'm being totally unreasonable I guess

LBReefer · May 28, 2018

James Starr said:
I understand and respect your opinon, but totally disagree. I paid for what i paid for, and if you're going to make changes, let the customer know ahead of time if that's acceptable to them. Sorry I don't like to spend my money 3800 on damaged product. So if it comes altered I should just accept it? Sorry that's not how it goes with me. I'm being totally unreasonable I guess

You’ve received a series of complimentary answers, but seem unable to accept them. It’s terribly unfortunate that they sent you two broken aquariums in a row, and if you wanted to file a complaint on that end, I can definitely understand. The plastic overflow piece seems irrelevant, unless this was an advertised specification.

James Starr · May 28, 2018

Thank you good point and I like the idea on the extended warranty. I just wish they said something first

Scurvy · May 28, 2018

As far as I know all reefers have glass from bottom up until the last 3 inches or so where the weir becomes plastic with removable inserts. I know mine does and everyone ive ever seen on video. Im curious what the first two looked like that were all glass?? Please share some additional pictures. I can understand your frustration in receiving multiple broken tanks but im not sure based on what’s been seen thus far that theres anything wrong with the last one.

andyg1960 · May 28, 2018

James Starr said:
Hi I'm the same guy who posted a crack on the overflow. The people on here were very helpful in offering various soultions. So I wanted to get your opinion on my situation. I purchased a Red Sea 525xl deluxe and it came damaged. It happens but the next one was also damaged. Lucky I was able to sell one. The problem is, when it came to the third one it wasn't damaged but totally different. The overflow had glass going all the way to the top in the first two but on the third all plastic. I'm not very happy with the company or the customer service I received. I made them aware on Thursday afternoon 2 days after I received it and they couldn't get me an answer.

Can you please send photos of the two different styles?

cmcoker · May 28, 2018

I'm curious what the new overflow looks like? Could you post a picture?

I know they have a newer version coming out with a modified sump, larger ato.. maybe the overflow has changed.

I will say its harder to scrape plastic than glass, so I'd be a bit annoyed. But wouldn't expect them to do anything they haven't already.

siggy · May 28, 2018

mtraylor said:
Oh ok. Well now that I know the background. This is what I would do.

Since the company has sent you 3 aquariums so far with no extra charges or hassle. I would consider this excellent customer service. As I'm not familiar with their aquariums or aesthetics in glass or plastic internal overflows. I have only had plastic in every aquarium I have had rather it be internal or external overflows. I would chalk this up as the company rectified the issue you were having. You now have a beautiful aquarium not cracked, but only change is the plastic overflow. To me that was an upgrade and not a downgrade.

You sold one of the broken ones that gave you some extra cheddar in your pocket that would justify the frustration from having to wait on your awesome aquarium and deal with all that crap. So I think you have a win/win situation. Since you are unfamiliar with the new design, I would ask for an extended warranty on the aquarium build you received since you didn't ask for it. I think that would be fair if you think something is wrong with it.

Once you get the fish and corals in there, you probably will not even notice the difference once coralline algae covers it.

Good luck in your endeavor. I hope it works out for you.

Your Good, Lawyer, HR , Can you do my Divorce and will I keep the Fish ?

@James Starr I agree with being flustered at this point. But after all the waiting and hassel Mix some Salt And You have a build thread you can bounce this around