Broken piece on new skimmer

[ReefHog]

I opened my Tunze skimmer and one of the small plastic tabs on the collection cup was broken off stuck to the sticky bubble wrap. I'm sure it won't affect the skimmer production but could contribute to a noise issue now or in the future. I did send an email to customer support yesterday but haven't heard back yet. Is this something that Marine Depot will be able to take care of or will I have to deal with Tunze? I'd prefer to not have to sent the whole unit back.

 

[MarineDepot]

I opened my Tunze skimmer and one of the small plastic tabs on the collection cup was broken off stuck to the sticky bubble wrap. I'm sure it won't affect the skimmer production but could contribute to a noise issue now or in the future. I did send an email to customer support yesterday but haven't heard back yet. Is this something that Marine Depot will be able to take care of or will I have to deal with Tunze? I'd prefer to not have to sent the whole unit back.

We are very sorry to hear the skimmer didn't arrive in perfect condition. What is your order #?

We may be able to replace the collection cup with a new one so you don't have to send back the whole skimmer. Although if you prefer that the whole unit be replaced we can do that, too.

We have 140 emails in this morning's queue. Once I get your order # a support rep will find your email and get working on whatever resolution you specify.

Please let us know how you would like to proceed from here.

Also, you can call us at 714-385-0080 for fast friendly service if you're in a rush.

Talk soon,

Jeff @ Marine Depot

 

[ReefHog]

We are very sorry to hear the skimmer didn't arrive in perfect condition. What is your order #?

We may be able to replace the collection cup with a new one so you don't have to send back the whole skimmer. Although if you prefer that the whole unit be replaced we can do that, too.

We have 140 emails in this morning's queue. Once I get your order # a support rep will find your email and get working on whatever resolution you specify.

Please let us know how you would like to proceed from here.

Also, you can call us at 714-385-0080 for fast friendly service if you're in a rush.

Talk soon,

Jeff @ Marine Depot

Order #: 102043754
Order Date: 3/7/2018

If you could just replace the cup, that would be great. I checked everything else and the rest looks good, so i'd prefer not to have to send the whole thing back.

 

[MarineDepot]

Order #: 102043754
Order Date: 3/7/2018

Cool, thanks!

Would you like us to send a replacement cup so you don't have to ship anything back? Or would you like us to set up a return for the skimmer?

Note the replacement will be sent upon receipt of the skimmer you have now.

Alternatively, you could return the skimmer for refund and buy the replacement so it ships tomorrow.

Please advise,

Jeff @ Marine Depot

 

[ReefHog]

If you could just send the cup that would be great.

 

[MarineDepot]

If you could just send the cup that would be great.

I just spoke with Keith from our support staff who informed me Tunze has the cup in stock and the order has already been submitted to ship it to you. Thank you again for shopping at Marine Depot and once again we apologize for the inconvenience here! Please let us know when the replacement arrives and that everything is working A-OK.

Best wishes,

Jeff @ Marine Depot

 

[ReefHog]

Thank you. I will

 

[TinyChocobo]

Good CS from MarineDepot.

 

[MarineDepot]

Good CS from MarineDepot.

 

[TinyChocobo]

I've been ordering from BRS because that's who I've always used but I'll have to give MarinDepot a look. Where is MarineDepot located? BRS is within 1 day shipping range for me on their economy [free] shipping .

 

[MarineDepot]

I've been ordering from BRS because that's who I've always used but I'll have to give MarinDepot a look. Where is MarineDepot located? BRS is within 1 day shipping range for me on their economy [free] shipping .

Thank you for giving us a look! 2018 is our 20th year in business! Our headquarters and where most of our staff work (IT, customer service, tech support, marketing, wholesale, design, yada yada) is in Garden Grove, CA.

We have a Western U.S. warehouse in Nevada and an Eastern U.S. warehouse in Georgia. 90% of Marine Depot shoppers receive their orders within 2 business using UPS Ground service ($4.99 or free when you spend $299).

I can't guarantee our FREE economy service would get to you in 1 day since there a bunch of different things taken into consideration when calculating economy on our side (your location, box size and weight, etc. ... obviously these things vary in each order). Many economy orders are actually shipped Ground because it's the safest most economical option.

I hope you'll give us a try and see! Let me know if I can answer any questions for you.

Warm regards,

Jeff @ Marine Depot

PS: We have a new video coming out later today. Please check us out on YouTube!

https://www.youtube.com/user/MarineDepotVideos/videos

 

[TinyChocobo]

BRS doesn't guarantee the speed of the economy shipping either - it's a proximity thing. With BRS in Minnesota and myself in Indiana we're in the 1-day range for the economy shipping .

 

[ReefHog]

I just spoke with Keith from our support staff who informed me Tunze has the cup in stock and the order has already been submitted to ship it to you. Thank you again for shopping at Marine Depot and once again we apologize for the inconvenience here! Please let us know when the replacement arrives and that everything is working A-OK.

Best wishes,

Jeff @ Marine Depot

Sorry for the late reply. The replacement skimmer cup arrived UPS in like three days. A few days later UPS was back with a return shipping label and I returned the broken piece. All without having to leave my living room. Very prompt and great service. Thanks for the help. Marine Depot has moved to the top of my online vendor list ;Happy

 

[MarineDepot]

Sorry for the late reply. The replacement skimmer cup arrived UPS in like three days. A few days later UPS was back with a return shipping label and I returned the broken piece. All without having to leave my living room. Very prompt and great service. Thanks for the help. Marine Depot has moved to the top of my online vendor list ;Happy

Yay! Thanks for shopping with us. We truly appreciate it!

Have a great weekend,

Jeff @ Marine Depot