Dr. Tims Horrible Customer Service Story

[EdansClownHouse]

I myself own a small buisness and I understand the importance of treating customers with kindness and respect. Sometimes as companies grow they lose their commitment and kindness...because they are on the money train and think nothing can hurt them and that they are too big to care about the littls guy. This is a cut and paste conversation with Dr. Tims Aquatic representative. So read and let me know what you think. BTW he/she states that I am worrying way too much...who doesn't worry about starting up a new reef tank? Plus their products are expensive so obviously the people spending extra money for their products are going to be the type that worry and want the best.

 

[kevinf]

IMO, you're blowing it a bit out of proportion

 

[KoleTang]

I think you posted in the wrong forum

 

[Ian]

Agreed, you're totally over reacting. He answered all of your questions including your UV concern.

Seems there's no reason for concern but you still want a free bottle of their product for some reason.

 

[redfishbluefish]

I have to agree with Dr. Tim on this one. I believe that the concern over nitrites from freshwater fish has people believing it’s a problem with saltwater fish. It actually is not a concern at all with marine fish. It’s a nice thing to track when cycling a tank, but not really a problem to the fish until it is at very high levels. HERE’s a nice read from Dr. Randy.



I really can’t comment on the rudeness of their customer service folks, since I’m not getting the flavor of the talking that occurred from just reading the words. I believe if you still feel you’ve been slighted, don’t buy their products anymore.

 

[Troylee]

From reading that above I think tey handled the situation very well... Honestly don't feel like they owe you anything either.. Sorry..:sad:

 

[Clearwater]

With the doc on this. The product is doing its job according to what I have read.

 

[Flipside]

Haha! Really?

I wouldn't have responded to you at all. S/he answered your questions, better than I would have expected, then you dig for a freebie? That's why I'm not in customer service. Customer's can be tools!

 

[EdansClownHouse]

I respect all of your opinions...but I think some of you missed the point. My nitrites are escalating and so is my ammonia. With Dr. Tims product this is not suppossed to happen. I believe this is happenning because my UV light was running while I put the product in my tank for the first 24 hrs. until I found out that the UV light will kill the One and Only product. Dr. Tims label of the bottle does not say anything about turning off your UV light. There are other products such as Microblift that does not require you to turn off your UV light...it says it will not kill the beneficial bacteria. So I was not even thinking about this product needing the UV light off.

This is mislabeling and I should not have to repurchase the product because of it. It is their responsibility to say on the label that UV lights will kill their product. Plus some of you are saying I am just after free product, obviously you do not know me at all. I give way more than I recieve...because I do care very much about people and animals...including my aquarium pets that are very important to me. I doante my time and money to several oganizations, but when I feel that I have been wronged I stand up for myself.

Think about it this way....I may lose my fish in my new system because of this...how many of you would be ok with losing fish because of mislabeling?

 

[Flipside]

Correct me if I'm wrong... but didn't the rep state that most of it sinks to the bottom? Also, don't we all know that UV kills everything; hence why most hobbyist don't use it?

Seems to me like your asking for one of them labels that state the obvious. I respect that you like to stand up for yourself, and I respect that you didn't get all caveman on me for my reply above... but, you should have known that was going to happen, IMO.

Also, those nitrate readings are not that bad. Especially on a new tank... I'm assuming that this is a new tank, of course... again... I could be wrong...

Sent from my DROID RAZR using Tapatalk 2

 

[Young Frankenstein]

Before I jump on the wagon, I like to read and evaluate the product, can you post a link ? so far the least they can do is give you a free bottle for the simple reason they did not state in the instructions "Turn off UV" My nitrites are .25. I would like to request a replacement bottle of One and Only. Since there is nothing on the purchase page referring to the UV sterilzer killing your product and there is no mention on the bottle of it either. I dug deeper within your product pages to see there is only a mention to turning off your UV sterlizer but again still no mention of it killing your One and Only product.
Please let me know if you are willing and able to take care of this for me. As you can see from my purchases I am a regular customer.

 

[Flipside]

Yeah.. that's a good point, Steve.

 

[EdansClownHouse]

Thank you for your kindness. Here is the webpage...the back of the bottle is pretty much the same.
One & Only Nitrifying Bacteria for Reef & Nano Aquaria | Ammonia Removal | Clean Fish Tank

P.S. I just got off the phone with the attorney generals office ... (in the consumer protection department) and they looked at the Dr. Tims website and I read the label to them. They said they will most likely get my money back. Too bad, I just spent a couple hundred dollars with Dr. Tim and he would have had repeat business form me...now that I know the consumer protection department says I am completely in the right...I feel better. UPDATE....my fish are not looking good. I checked my Alk, PH, Sal, Mag, Cal, all good. Only my ammonia and nitrites are continuing to rise.

Before I jump on the wagon, I like to read and evaluate the product, can you post a link ? so far the least they can do is give you a free bottle for the simple reason they did not state in the instructions "Turn off UV" My nitrites are .25. I would like to request a replacement bottle of One and Only. Since there is nothing on the purchase page referring to the UV sterilzer killing your product and there is no mention on the bottle of it either. I dug deeper within your product pages to see there is only a mention to turning off your UV sterlizer but again still no mention of it killing your One and Only product.
Please let me know if you are willing and able to take care of this for me. As you can see from my purchases I am a regular customer.

 

[kschweer]

How long has your tank been set up?

 

[KLR]

If your tank is fairly new, there is the high possibility that it is still cycling. Thus, there are traceable nitrates, which is not a bad thing even after the tank has finished its start up cycle.

 

[Young Frankenstein]

Thank you for your kindness. Here is the webpage...the back of the bottle is pretty much the same.
One & Only Nitrifying Bacteria for Reef & Nano Aquaria | Ammonia Removal | Clean Fish Tank

P.S. I just got off the phone with the attorney generals office ... (in the consumer protection department) and they looked at the Dr. Tims website and I read the label to them. They said they will most likely get my money back. Too bad, I just spent a couple hundred dollars with Dr. Tim and he would have had repeat business form me...now that I know the consumer protection department says I am completely in the right...I feel better. UPDATE....my fish are not looking good. I checked my Alk, PH, Sal, Mag, Cal, all good. Only my ammonia and nitrites are continuing to rise.

I would not go that far, there is no crime committed here, just drop it and let everyone help you with your nitrate amonia problem Start a new thread " How to reduce nitrates and amonia" .

 

[Reef Breeders Verified Sponsor]

Your nitrite and ammonia are SUPPOSED to spike, the bacteria then consumes this, thus beggining the cycle. Test again in a day or two

 

[kevinf]

You called the attorney generals office for this issue?

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[Thamastachef]

Attorney general.... Really......

 

[returnofsid]

Why do you have fish in this tank, without confirming that it had completed the cycle FIRST?