SteveM10
Active Member
I want to apologize up front for this rant, but I do not think that in recent memory I have been so upset about an issue as the one I am about to explain. First a little information. I have EIGHT Radion lights over my 410 gal reef tank and 1 MP60 and 4 MP40's for flow. All five of the MP's have recently been upgraded to the the Quiet Drives. To say that I have spent a couple of dollars on EcoTech Marine products would be an understatement.
In the past I have always had good luck with contacting them over the phone to resolve issues that have from time to time popped up. About a week ago one of my Radions stopped working. I called customer support an explained what was going on. When I turned the light on it was light up but after about 10 minutes it would shut off. I tried plugging into a couple of the other power supplies I had from my other light to see if it would work but it always shut down after about 10 minutes. When I explained this to the tech rep he indicated that I should send the light and the power supply in to them so they could find out what the problem was.
On Apr. 16th I sent the box to them via USPS 3 day priority mail. Included in the box was the light, the power supply and the power supply cord which was wrapped around the power supply.The total weight of the box was 8 lbs 6 oz. On Apr. 21 I received a box back from EcoTech Marine. The weight on the box indicated it weighed 5 lbs. Included in the box was the light and original power cord but no power supply.
I sent an e mail to them the next morning saying that I had received the light but they had forgot to return the power supply. This morning I received an e mail back from them saying that they never received the power supply. As soon as I possibly could, I called in to EcoTech Marine customer support and explained what had happened expecting them to say, sorry about that we will get one out to you. Instead what I got was, sorry our notes say we never received a power supply but we would be happy to sell you a refurbished one for $75.
Now I admit, I was a little upset about this proposal and tried numerous times to explain my position and make it clear that the power supply was sent back and that possibly someone there had made an error by not documenting that they had received it. I offered to send them pics (see attached) of the space where the power supply is missing. I offered to send them pics of the receipt showing the actual weight of the box I sent them that would clearly indicate that the power supply was included. Nope, no need.... just send us $75 and we will get one right out to you.
I then asked to speak with a supervisor and was told that there was no one else there that I could speak to except the two customer support reps. I asked for a manager or anyone in charge, again I was told no, that I could only speak to the reps. I asked for information about the owner of the company and how I could get in touch with him. Again, nope will not tell you who that is. I decided to call back and try to speak with someone else. I got the other customer support person who told me he would have a supervisor call me back. So I guess there actually is a supervisor there.... I am still waiting on that call. I do not expect to get it.
So now I have to drive to the post office to file a claim with them because according to EcoTech Marine someone had to have cut open the box while it was in transit and taken the power supply out of the box. I cannot wait to hear what the Post Office has to say about that one.
If anyone out there has had a similar instance like this please let me know. I would be interested to hear your thoughts.
In the past I have always had good luck with contacting them over the phone to resolve issues that have from time to time popped up. About a week ago one of my Radions stopped working. I called customer support an explained what was going on. When I turned the light on it was light up but after about 10 minutes it would shut off. I tried plugging into a couple of the other power supplies I had from my other light to see if it would work but it always shut down after about 10 minutes. When I explained this to the tech rep he indicated that I should send the light and the power supply in to them so they could find out what the problem was.
On Apr. 16th I sent the box to them via USPS 3 day priority mail. Included in the box was the light, the power supply and the power supply cord which was wrapped around the power supply.The total weight of the box was 8 lbs 6 oz. On Apr. 21 I received a box back from EcoTech Marine. The weight on the box indicated it weighed 5 lbs. Included in the box was the light and original power cord but no power supply.
I sent an e mail to them the next morning saying that I had received the light but they had forgot to return the power supply. This morning I received an e mail back from them saying that they never received the power supply. As soon as I possibly could, I called in to EcoTech Marine customer support and explained what had happened expecting them to say, sorry about that we will get one out to you. Instead what I got was, sorry our notes say we never received a power supply but we would be happy to sell you a refurbished one for $75.
Now I admit, I was a little upset about this proposal and tried numerous times to explain my position and make it clear that the power supply was sent back and that possibly someone there had made an error by not documenting that they had received it. I offered to send them pics (see attached) of the space where the power supply is missing. I offered to send them pics of the receipt showing the actual weight of the box I sent them that would clearly indicate that the power supply was included. Nope, no need.... just send us $75 and we will get one right out to you.
I then asked to speak with a supervisor and was told that there was no one else there that I could speak to except the two customer support reps. I asked for a manager or anyone in charge, again I was told no, that I could only speak to the reps. I asked for information about the owner of the company and how I could get in touch with him. Again, nope will not tell you who that is. I decided to call back and try to speak with someone else. I got the other customer support person who told me he would have a supervisor call me back. So I guess there actually is a supervisor there.... I am still waiting on that call. I do not expect to get it.
So now I have to drive to the post office to file a claim with them because according to EcoTech Marine someone had to have cut open the box while it was in transit and taken the power supply out of the box. I cannot wait to hear what the Post Office has to say about that one.
If anyone out there has had a similar instance like this please let me know. I would be interested to hear your thoughts.
