Christopher Poore
Active Member
Terrible Experience with Ecotech’s customer service.
A little bit of background on my experience. I’ve had 2 MP10’s for approximately 9 months. I purchased both of these units used from two separate sellers. Both controllers had the W on them. A couple months into owning the MP10’s I purchased 2 G3 Radion XR30 Pro’s and a Reeflink all brand new. I installed the Reeflink and the XR30s at the same time and everything has since been on my Ecotech live account, meaning the pumps have been controlled wirelessly ever since purchasing them.
Fast forward to a month ago. I called into their service desk informing them that both pumps have become significantly louder from the Dry Side. I submitted a service request and sent both full assemblies in for service. One of the dry sides was dropped after taking it off the tank so I already assumed I would be paying to replace it; no big deal.
A few days later I received a call from them saying that one of the motors was cracked (the one that was dropped) and I do not recall what they said about the other pump. They stated they would replace BOTH units with new MP10QD dry side and controller for $200.00 ($100 each) including shipping (retaining my old Wet Sides & Power adapters). I accepted and they sent out the new units the next day.
Once they arrived I installed both and quickly realized there was something wrong as I couldn’t get my Reeflink to pick up the controllers. I tried every reset/software update/etc imaginable. Being that I work 8-5pm EST Mon-Fri you can imagine that reaching out to their support desk while I’m physically with the hardware is difficult. On 2/3 I requested to leave work a couple hours early to get home hoping to resolve the issue entirely. By time I got home it was 4pm (long drive) but I was already on the phone with the support agent Rebekah.
I informed Rebekah of the situation, she explained to me that the units that were set in should have had the RF Module transferred over to the new units as that is what they do when pumps are upgraded. She said that maybe the chips loosened out of place during shipping and she would send instructions on how to check that the chip was secure/ and to unplug and replug the chip in if it was loose. I explained to her my personal situation, that I needed to take off of work to figure out what’s going on and I would like to resolve whatever the issue is TODAY. She informed me once I receive instructions to email or call back. Once instructions were received I unscrewed one unit only to realize there’s NO RF chip. I sent a picture back at 4:43pm of the unit with no RF chip and called back IMMEDIATELY. I was on hold for 12 minutes only to be told “there’s no customer service agents to take your call”. Complete , and it was obvious that their support staff just wanted to get out of the office being that it was a Friday. I included my phone number in the email and they had plenty of time to call me back and resolve the issue right then and there, especially after stating I wanted to resolve it that day.
Fast forward to Monday 2/6. I emailed in at 11:08am as I hadn’t received any reply to my email containing the controller picture without RF chip. I stated I was frustrated with the situation and that I would like the chips to be sent out, if there were any issued call me on the cell in my email. No response..
So during my lunch break (around 2pm?) I called back in and spoke with a new support agent (unfortunately did not get his name) who was extremely rude as I explained the situation. I informed him the units I sent in were WIRELESS and have almost always been used VIA the reeflink. He goes on to tell me “The serials that are attached to the pumps you sent in are ES models which do not have RF chips and there are no service records from the techs who received the pumps that RF chips were included in the controllers”. I informed him that the pumps were attached to the reeflink but I just purchased an MP40QD (NEW) and upon installing it I deleted the OLD mp10s from my reeflink account, considering that I was also expecting 2 new ones to come in. At this point I’m being called a liar, being told that their evidence doesn’t show any proof of the pumps containing an RF chip and the old pumps aren't attached to the reeflink anymore so there's no proof there (Well no they aren't attached, I deleted them when I received the new units). I don’t really care what their records show, or what their techs stated, unless they magically were connected to my reeflink then the controllers did indeed include an RF chip and either their techs did NOT disassemble my units, or they did and never put the chip in/make records that the chip was indeed there.
I go back and forth with this gentleman for a while when he says he will speak to his service manager and see what he can do. After being on hold the representative inform me that the customer service manager will replace the 2 RF chips for free if I pay $5 shipping. At this point I’m beyond frustrated for being called a liar over and over, as well as receiving extremely poor support, when it’s shockingly apparent that ECOTECH made some form of error along the way which is not my problem at all. First off; the RF chips should have been transferred before sending new units out. Second; while I do appreciate the free replacements, even asking me to pay shipping is ABSURD. I ask to be transferred to the service manager when he tells me that they are unable to do so due to the call being made through the internet. I ask him to give the manager my phone number to call me ASAP so I can explain what happened and so ECOTECH can investigate and potentially see where THEY made the error (as it’s their job to correct their short coming, NOT mine). I'm not one to and complain to try and receive free stuff; I deal with clients like that ALL day. The fact of the matter is that ECOTECH up, and simply saying "we arent going to admit we up, but we will send you chips if you pay shipping" is NOT an acceptable resolution to my complaints.
We get off the phone and at 4:30pm 2/6 I receive an email from “Customer Service Manager Alex Young” stating, "After looking into your records, I see we received 2 MP10ES VorTechs meaning no RF modules included with those units. That said, I would be happy to send you 2 RF Modules for free, but you will be responsible to pay $5 for the cost of shipping to have those units sent out to you.” Again the same that was told to me over the phone. I requested a phone call being that Ecotech somewhere along the line screwed up the service. I Respond to the email at 4:41pm politely stating “I would appreciate at call at ***-***-**** as soon as possible, Thank you.” All I wanted was to state my case to the CUSTOMER SERVICE MANAGER as that is the purpose of his job is to resolve customer service complaints
The following day (2/7) by 4:00pm I had not received a call from any manager or anyone else regarding this complaint case. I called in to the service desk again and spoke with Chris Fernandes who has been the absolute best customer service agent that I’ve dealt with ever at Ecotech. I explained to him I’m going to pay for the shipping on the chips, but please go speak with Alex Young directly, give him my information and ask him to call me. At this point Ecotech has done nothing more to resolve my complaint other than offer me $5.00 shipping for RF chips. This is complaint is not about the $5.00, or about the free chips; It’s about the terrible way the entire process was handled. It’s now 2/9 11:00am and I’ve yet to receive and follow up from anyone at Ecotech. Management has had 3 days to deal with my complaint but I’ve gotten nothing more than being called a Liar.
I’m in the customer service industry, and if I knew one of my service managers was ignoring a client complaint they would have been severely reprimanded. Without customer’s you have no business, and now due to the terrible way it was handled it’s driven me to share the experience online.
I would appreciate a call from whoever Alex Young reports to as it's apparent this situation is to difficult for him to handle.
---
Needless to say but I have a brand new Vortech M1 I purchased before sending the MP10's in for service, I purchased a brand new MP40QD before sending in the MP10's and over the weened of 2/6 I purchased another Radion G3 XR30 Pro from a LFS. All before dealing with terrible service and it honestly puts a regretful taste in my mouth.
At the moment my Ecotech product list looks like this
3 XR30 G3 Pro
2 MP10QD
1 MP40QD
1 Vortech M1
1 Reeflink
A little bit of background on my experience. I’ve had 2 MP10’s for approximately 9 months. I purchased both of these units used from two separate sellers. Both controllers had the W on them. A couple months into owning the MP10’s I purchased 2 G3 Radion XR30 Pro’s and a Reeflink all brand new. I installed the Reeflink and the XR30s at the same time and everything has since been on my Ecotech live account, meaning the pumps have been controlled wirelessly ever since purchasing them.
Fast forward to a month ago. I called into their service desk informing them that both pumps have become significantly louder from the Dry Side. I submitted a service request and sent both full assemblies in for service. One of the dry sides was dropped after taking it off the tank so I already assumed I would be paying to replace it; no big deal.
A few days later I received a call from them saying that one of the motors was cracked (the one that was dropped) and I do not recall what they said about the other pump. They stated they would replace BOTH units with new MP10QD dry side and controller for $200.00 ($100 each) including shipping (retaining my old Wet Sides & Power adapters). I accepted and they sent out the new units the next day.
Once they arrived I installed both and quickly realized there was something wrong as I couldn’t get my Reeflink to pick up the controllers. I tried every reset/software update/etc imaginable. Being that I work 8-5pm EST Mon-Fri you can imagine that reaching out to their support desk while I’m physically with the hardware is difficult. On 2/3 I requested to leave work a couple hours early to get home hoping to resolve the issue entirely. By time I got home it was 4pm (long drive) but I was already on the phone with the support agent Rebekah.
I informed Rebekah of the situation, she explained to me that the units that were set in should have had the RF Module transferred over to the new units as that is what they do when pumps are upgraded. She said that maybe the chips loosened out of place during shipping and she would send instructions on how to check that the chip was secure/ and to unplug and replug the chip in if it was loose. I explained to her my personal situation, that I needed to take off of work to figure out what’s going on and I would like to resolve whatever the issue is TODAY. She informed me once I receive instructions to email or call back. Once instructions were received I unscrewed one unit only to realize there’s NO RF chip. I sent a picture back at 4:43pm of the unit with no RF chip and called back IMMEDIATELY. I was on hold for 12 minutes only to be told “there’s no customer service agents to take your call”. Complete , and it was obvious that their support staff just wanted to get out of the office being that it was a Friday. I included my phone number in the email and they had plenty of time to call me back and resolve the issue right then and there, especially after stating I wanted to resolve it that day.
Fast forward to Monday 2/6. I emailed in at 11:08am as I hadn’t received any reply to my email containing the controller picture without RF chip. I stated I was frustrated with the situation and that I would like the chips to be sent out, if there were any issued call me on the cell in my email. No response..
So during my lunch break (around 2pm?) I called back in and spoke with a new support agent (unfortunately did not get his name) who was extremely rude as I explained the situation. I informed him the units I sent in were WIRELESS and have almost always been used VIA the reeflink. He goes on to tell me “The serials that are attached to the pumps you sent in are ES models which do not have RF chips and there are no service records from the techs who received the pumps that RF chips were included in the controllers”. I informed him that the pumps were attached to the reeflink but I just purchased an MP40QD (NEW) and upon installing it I deleted the OLD mp10s from my reeflink account, considering that I was also expecting 2 new ones to come in. At this point I’m being called a liar, being told that their evidence doesn’t show any proof of the pumps containing an RF chip and the old pumps aren't attached to the reeflink anymore so there's no proof there (Well no they aren't attached, I deleted them when I received the new units). I don’t really care what their records show, or what their techs stated, unless they magically were connected to my reeflink then the controllers did indeed include an RF chip and either their techs did NOT disassemble my units, or they did and never put the chip in/make records that the chip was indeed there.
I go back and forth with this gentleman for a while when he says he will speak to his service manager and see what he can do. After being on hold the representative inform me that the customer service manager will replace the 2 RF chips for free if I pay $5 shipping. At this point I’m beyond frustrated for being called a liar over and over, as well as receiving extremely poor support, when it’s shockingly apparent that ECOTECH made some form of error along the way which is not my problem at all. First off; the RF chips should have been transferred before sending new units out. Second; while I do appreciate the free replacements, even asking me to pay shipping is ABSURD. I ask to be transferred to the service manager when he tells me that they are unable to do so due to the call being made through the internet. I ask him to give the manager my phone number to call me ASAP so I can explain what happened and so ECOTECH can investigate and potentially see where THEY made the error (as it’s their job to correct their short coming, NOT mine). I'm not one to and complain to try and receive free stuff; I deal with clients like that ALL day. The fact of the matter is that ECOTECH up, and simply saying "we arent going to admit we up, but we will send you chips if you pay shipping" is NOT an acceptable resolution to my complaints.
We get off the phone and at 4:30pm 2/6 I receive an email from “Customer Service Manager Alex Young” stating, "After looking into your records, I see we received 2 MP10ES VorTechs meaning no RF modules included with those units. That said, I would be happy to send you 2 RF Modules for free, but you will be responsible to pay $5 for the cost of shipping to have those units sent out to you.” Again the same that was told to me over the phone. I requested a phone call being that Ecotech somewhere along the line screwed up the service. I Respond to the email at 4:41pm politely stating “I would appreciate at call at ***-***-**** as soon as possible, Thank you.” All I wanted was to state my case to the CUSTOMER SERVICE MANAGER as that is the purpose of his job is to resolve customer service complaints
The following day (2/7) by 4:00pm I had not received a call from any manager or anyone else regarding this complaint case. I called in to the service desk again and spoke with Chris Fernandes who has been the absolute best customer service agent that I’ve dealt with ever at Ecotech. I explained to him I’m going to pay for the shipping on the chips, but please go speak with Alex Young directly, give him my information and ask him to call me. At this point Ecotech has done nothing more to resolve my complaint other than offer me $5.00 shipping for RF chips. This is complaint is not about the $5.00, or about the free chips; It’s about the terrible way the entire process was handled. It’s now 2/9 11:00am and I’ve yet to receive and follow up from anyone at Ecotech. Management has had 3 days to deal with my complaint but I’ve gotten nothing more than being called a Liar.
I’m in the customer service industry, and if I knew one of my service managers was ignoring a client complaint they would have been severely reprimanded. Without customer’s you have no business, and now due to the terrible way it was handled it’s driven me to share the experience online.
I would appreciate a call from whoever Alex Young reports to as it's apparent this situation is to difficult for him to handle.
---
Needless to say but I have a brand new Vortech M1 I purchased before sending the MP10's in for service, I purchased a brand new MP40QD before sending in the MP10's and over the weened of 2/6 I purchased another Radion G3 XR30 Pro from a LFS. All before dealing with terrible service and it honestly puts a regretful taste in my mouth.
At the moment my Ecotech product list looks like this
3 XR30 G3 Pro
2 MP10QD
1 MP40QD
1 Vortech M1
1 Reeflink
Last edited by a moderator:
