Bad Valve - and BRS's poor response...

[Greybeard]

I'm reposting this in the lounge... originally posted on my build thread, thought I'd try and get more responses on it with a new thread.

A few weeks ago, I had a leak. A few @Bulk Reef Supply orders later, thought I had it fixed. After a few days running, I note that I have a very slow leak. One side of a brand new Cepex union ball valve is leaking a bit. I've pulled it apart, swapped ends... the leak swapped ends with the valve body. A visual inspection shows some rough areas in the molding of the plastic along one of the union mating surfaces of the valve body.

No big deal. Called @Bulk Reef Supply.

Their support guy wants photographic proof of defect.

To get that photo, I've got to shut down my sump, lower the water level enough so that I can remove my return lines, pull the return manifold out of the system...

I've done this three times in the last couple of weeks. Takes me about an hour to disassemble, and another hour to reassemble the system. Space is tight, and I'm not a small man. In short, pulling that valve is a pain in the rear end, and I'm not going to do it again without having the replacement in hand.

Am I expecting too much here? They won't trust that I'm not lying about a $20 valve?

I did a quick sum, Over the last 18 months, my BRS orders total $6,551.

Eh. It's $20. I just ordered a new valve. I'll swap the valve bodies out and send the damaged one back.

Here's my question: Am I being unreasonable? Asking for a replacement for a manufacturing defect based on my word alone? Heck, I'll send 'em the bad valve after the fact... I'd have even agreed to a temporary charge against my card or whatever.

 

[Bulk Reef Supply Verified Sponsor]

I'm reposting this in the lounge... originally posted on my build thread, thought I'd try and get more responses on it with a new thread.

A few weeks ago, I had a leak. A few @Bulk Reef Supply orders later, thought I had it fixed. After a few days running, I note that I have a very slow leak. One side of a brand new Cepex union ball valve is leaking a bit. I've pulled it apart, swapped ends... the leak swapped ends with the valve body. A visual inspection shows some rough areas in the molding of the plastic along one of the union mating surfaces of the valve body.

No big deal. Called @Bulk Reef Supply.

Their support guy wants photographic proof of defect.

To get that photo, I've got to shut down my sump, lower the water level enough so that I can remove my return lines, pull the return manifold out of the system...

I've done this three times in the last couple of weeks. Takes me about an hour to disassemble, and another hour to reassemble the system. Space is tight, and I'm not a small man. In short, pulling that valve is a pain in the rear end, and I'm not going to do it again without having the replacement in hand.

Am I expecting too much here? They won't trust that I'm not lying about a $20 valve?

I did a quick sum, Over the last 18 months, my BRS orders total $6,551.

Eh. It's $20. I just ordered a new valve. I'll swap the valve bodies out and send the damaged one back.

Here's my question: Am I being unreasonable? Asking for a replacement for a manufacturing defect based on my word alone? Heck, I'll send 'em the bad valve after the fact... I'd have even agreed to a temporary charge against my card or whatever.

Hey @Greybeard,
Can you send over a PM with the email on your BRS account or order number? I'd like to look into this with our customer service team manager. Ultimately, if something arrives and it is defective, it's our responsibility to help take care of it. If it were a high dollar item, we may require you to ship back before we can offer a refund or replacement, but for a ball valve, it's silly to have you jump through all sorts of hoops.

 

[Greybeard]

Hey @Greybeard,
Can you send over a PM with the email on your BRS account or order number? I'd like to look into this with our customer service team manager. Ultimately, if something arrives and it is defective, it's our responsibility to help take care of it. If it were a high dollar item, we may require you to ship back before we can offer a refund or replacement, but for a ball valve, it's silly to have you jump through all sorts of hoops.

Sure.

That's kinda what I was thinking, when I spoke to your representative. He _KNEW_ I was getting upset. Didn't offer to escalate, just said he can't help me without a photo, have a nice day.

 

[Greybeard]

Well, as far as this instance, consider it resolved. BRS refunded my order for the replacement valve.

Darned shame it went down this way, I'd have been happy to skip the drama.

You know, back before this Covid thing, I attended Reef-a-palooza in Chicago. Spoke to Ryan briefly, had a lengthy conversation with Randy. Nice folks. I'm fairly sure neither of them would be real happy with this. Negative reports on customer support don't really go away, regardless of the end result.

The thread title 'Bad Valve, and BRS's Poor Response' is going to be turning up in searches for much longer than it took to resolve this issue.