masterbuilder
Community Member
Posting a little Rant here so please keep in mind that I am obviously an unhappy ELOS customer BUT I have never before said anything bad about any company in the 25 years I have been keeping aquariums. I have left out many details of the correspondences because I cant quote the exact details.
My rant:
I own a 16 month old Elos aquarium, it a beautiful manufacturing marvel. However, with all products things go wrong occasionally. I understand and accept that. My Elos experienced a seam separation along the front pane. I noticed that what appeared to be the fillet separating from the top 1/3 right hand side. No need to panic, I will watch it closely. Several days later I see salt creep build up on the outside. No is time to act before something happens. I drain the tank down past the affected area and sure enough the fillet is separated on most of the right side and all the way through an area about 3 inches long. Remove all livestock and set up a holding tank. Up in closer inspection I discover the same is happening on the left side as well.
Contact Elos America. They say “no problem, we take care of you and let me get back with you” Days go by , no response. Contact Elos America and they say call Aquarium Specialty and they “take care of you”. I call Scott at Aquarium Specialty and he said François told him of my problem but didn’t know what he should do as he has no Elos Aquariums but would try to help in every way he could. (by the way Scott really gave it a effort, thumbs up Scott). I contact Elos American and they say, call the NYC Elos Aquastudio. I call NYC and they don’t answer the phone for 3 days, Emailed NYC and no response. Finally, they do answer the phone and say they are moving and the warehouse is a mess but will try to ship in a few days. Days later I try to contact NYC to see if it has shipped and track. No answer again. Contact Elos America, “no problem, we take care of you and will get back.” NYC Aquastudio emails and say that the shipper thinks they broke the tank and is returning it to NYC for inspection. Never heard back from NYC. I think Elos NYC might be out of business or want to be out of business. Contact Elos America and ask if the Dallas Aquastudio could ship me a replacement. They say “no problem, will take care of you”. Days go by and no response. I contact Elos America and they say they are out of country but will contact Elos Europe. Again days go by and no response. Later after a couple of unanswered emails, they say Elos Europe will ship a tank but it will be 20 days and I will pay shipping. I ask if NYC was going to ship one in stock could Dallas who seems to have one just ship one from there. It has now been 35 days, no tank, no shipping or any real indication of if one will ever ship.
Finally, Elos America emails me and says they are just a middle man and cant make any decisions. But they are committed to helping as much as they can. This back and forth continues but still no tank, no estimate of if or when one will ship.
All my contact with Elos up to this point has been understanding, always indicating how thankful I was and they were going to replace things.
Finally after 45 days I tell Elos America this is not going good and I was going to have to make a decision on what to do. Their response and I quote (Francois is still working on his English, so keep that in mind) “"... ELOS not good .. It why I work to go one here in the US with all my family , to try to change , all mistake ELOS do ...." WHAT the heck!
So.. I decided to let Elos America know that I was caving in and they obviously are only making promises that will not be fulfilled. I said, you do not seem willing to actually honor their warranty and I was going to purchase a different brand aquarium.
Thanks for allowing me to post my rant. I have never bashed a company publicly before. Elos makes a beautiful aquarium. Sometimes you do get a product out the door that has a problem, I understand that, but thats when you step up and replace your defective product. So…If your considering an Elos Aquarium, be advised it’s an incredibly expensive and beautiful work of art but if anything goes wrong..too bad.
My rant:
I own a 16 month old Elos aquarium, it a beautiful manufacturing marvel. However, with all products things go wrong occasionally. I understand and accept that. My Elos experienced a seam separation along the front pane. I noticed that what appeared to be the fillet separating from the top 1/3 right hand side. No need to panic, I will watch it closely. Several days later I see salt creep build up on the outside. No is time to act before something happens. I drain the tank down past the affected area and sure enough the fillet is separated on most of the right side and all the way through an area about 3 inches long. Remove all livestock and set up a holding tank. Up in closer inspection I discover the same is happening on the left side as well.
Contact Elos America. They say “no problem, we take care of you and let me get back with you” Days go by , no response. Contact Elos America and they say call Aquarium Specialty and they “take care of you”. I call Scott at Aquarium Specialty and he said François told him of my problem but didn’t know what he should do as he has no Elos Aquariums but would try to help in every way he could. (by the way Scott really gave it a effort, thumbs up Scott). I contact Elos American and they say, call the NYC Elos Aquastudio. I call NYC and they don’t answer the phone for 3 days, Emailed NYC and no response. Finally, they do answer the phone and say they are moving and the warehouse is a mess but will try to ship in a few days. Days later I try to contact NYC to see if it has shipped and track. No answer again. Contact Elos America, “no problem, we take care of you and will get back.” NYC Aquastudio emails and say that the shipper thinks they broke the tank and is returning it to NYC for inspection. Never heard back from NYC. I think Elos NYC might be out of business or want to be out of business. Contact Elos America and ask if the Dallas Aquastudio could ship me a replacement. They say “no problem, will take care of you”. Days go by and no response. I contact Elos America and they say they are out of country but will contact Elos Europe. Again days go by and no response. Later after a couple of unanswered emails, they say Elos Europe will ship a tank but it will be 20 days and I will pay shipping. I ask if NYC was going to ship one in stock could Dallas who seems to have one just ship one from there. It has now been 35 days, no tank, no shipping or any real indication of if one will ever ship.
Finally, Elos America emails me and says they are just a middle man and cant make any decisions. But they are committed to helping as much as they can. This back and forth continues but still no tank, no estimate of if or when one will ship.
All my contact with Elos up to this point has been understanding, always indicating how thankful I was and they were going to replace things.
Finally after 45 days I tell Elos America this is not going good and I was going to have to make a decision on what to do. Their response and I quote (Francois is still working on his English, so keep that in mind) “"... ELOS not good .. It why I work to go one here in the US with all my family , to try to change , all mistake ELOS do ...." WHAT the heck!
So.. I decided to let Elos America know that I was caving in and they obviously are only making promises that will not be fulfilled. I said, you do not seem willing to actually honor their warranty and I was going to purchase a different brand aquarium.
Thanks for allowing me to post my rant. I have never bashed a company publicly before. Elos makes a beautiful aquarium. Sometimes you do get a product out the door that has a problem, I understand that, but thats when you step up and replace your defective product. So…If your considering an Elos Aquarium, be advised it’s an incredibly expensive and beautiful work of art but if anything goes wrong..too bad.
