WindyCityReefer.
Community Member
I have always hoped that I would not have to post a review about a vendor, but in this case I felt it was necessary.
I own a second hand HydroFill Ti Reservoir - 5 gallon that includes a red float indicator on the side. Unfortunately, the indicator has recently stopped floating and remains at the bottom of the reservoir (a known defect amongst these reservoirs). I reached out to the company and received a disheartening email from Paul over in customer service who stated that the reservoirs have a 1 year warranty and that he would need the proof of purchase. Rather than email him back, I gave him a call to explain the situation. Sadly, he stuck to his guns and argued that we do not know how the previous owner treated the unreachable indicator float..
It is understandable that a company has to cover their interests, but this is a known defect that ought to be addressed. Rather than show compassion for a long-time customer (I have purchased plenty first-hand from them), they refused.
I love Innovative Marine's products and have always supported the company. Maybe I am being unreasonable. I understand if it were a pump or tank, but a float indicator? Come on.. Companies such as EcoTech have always supported the second-hand customer. I own a couple Vortech pumps that have rusted from the inside out due to manufacturer defects and EcoTech has always pulled through.
Moving forward I will be considering other companies as options for equipment and deal with my dead float indicator.
I own a second hand HydroFill Ti Reservoir - 5 gallon that includes a red float indicator on the side. Unfortunately, the indicator has recently stopped floating and remains at the bottom of the reservoir (a known defect amongst these reservoirs). I reached out to the company and received a disheartening email from Paul over in customer service who stated that the reservoirs have a 1 year warranty and that he would need the proof of purchase. Rather than email him back, I gave him a call to explain the situation. Sadly, he stuck to his guns and argued that we do not know how the previous owner treated the unreachable indicator float..
It is understandable that a company has to cover their interests, but this is a known defect that ought to be addressed. Rather than show compassion for a long-time customer (I have purchased plenty first-hand from them), they refused.
I love Innovative Marine's products and have always supported the company. Maybe I am being unreasonable. I understand if it were a pump or tank, but a float indicator? Come on.. Companies such as EcoTech have always supported the second-hand customer. I own a couple Vortech pumps that have rusted from the inside out due to manufacturer defects and EcoTech has always pulled through.
Moving forward I will be considering other companies as options for equipment and deal with my dead float indicator.
