Ecotech Customer Service is really Poor!

[Naturalreef]

In my quest for the perfect lighting for my nano, I purchased a Orphek Compact v4 when BRS had a sale going on. BRS rep said bracket would hold the compact on my max nano no problem. Orphek recommends not to since they require 10mm glass and mine is 8mm. So I decide to go back to Radion G4 pro (I sold my previous one). I order from Premium Aquatics and receive it yesterday evening. I install the light and notice there are black marks on two on the UV/VIOLET diodes and one on Royal Blue on one cluster. It looks like a manufacturing defect. (After researching online, I found numerous complaints of burn marks/dead LEDs on the uv/violet channels) I checked it out under various lighting last night before calling Ecotech customer service this morning. They seemed pleasant and asked for pictures which I provided. 3 hours pass and I decide to call again and check in. They request more pictures with lights off which I comply with as well. I even circled the diodes which clearly show the black marks covering the Led. They reply back that their team doesnt see any issue and if I still believe its a defect to send it in for service. This is after owning at least 5 G4 Pros to compare to.

I reply back and tell them its unacceptable to send a brand new light in for service and I get no replies. I called Luke @ Premium Aquatics and he reassured me he would take care of it. Luke explained that there is a lot of fraud going on with companies and its the reason they are gun shy about taking customers for their word. while I understand their worry about fraud, word of mouth about poor customer service is equally damaging. I’m paying a premium for a led light that is probably $30 in parts. so yes, I expect it to be perfect. If its not, especially on the most important part(led) then replace the unit. I also didn’t pay top dollar to be tech support and dismantle their brand new product for them. Rant Off/

 

[ImNemo]

Ecotech lays blame on everyone but themselves. Really sad.

Ecotech is this really how you treat your customers?

So I had sent in a Gen 4 XR30W light that was only 18 months old and two mp40 powerheads that one stopped working and the other would not connect to my reeflink. I own 3 Gen 4 XR30W's along with the two mp40 powerheads. I sent ecotech an email asking for an RMA so I could have them looked...

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