Customer Service

Funston07 · Jan 31, 2022

Why is RedSea customer service a total joke? Has anyone else had communication issues with them? I'm honestly on the fence of never using another RedSea product again. Definitely would never purchase their tanks but contemplating never using ANY of their products again including their salt, additives, and equipment. First time I've ever had to deal with their customer service and its been nothing short of terrible. I love their additives but their customer service is going to be the reason I advocate to stay away from them.

zheka757 · Jan 31, 2022

Name a company in this country that has a good costumer service now days? Everyone is short staff, trying to multitask. Over covid period, I have had twice as hard time to get answers with any company I ever called

blaxsun · Jan 31, 2022

I can't speak to your experience, but I had two minor warranty issues that Red Sea resolved within 24-48 hours of contacting them and had replacement parts FedEx'd out within a few days. They've also been great about sourcing spare parts.

I'm up in Canada, so not sure if that makes any difference or not - but they've been excellent so far.

Funston07 · Jan 31, 2022

zheka757 said:
Name a company in this country that has a good costumer service now days? Everyone is short staff, trying to multitask. Over covid period, I have had twice as hard time to get answers with any company I ever called

BRS has exceptional customer service even with covid supply issues. I can name a few companies actually that still have excellent customer service.

blaxsun · Jan 31, 2022

Funston07 said:
Why is RedSea customer service a total joke? Has anyone else had communication issues with them? I'm honestly on the fence of never using another RedSea product again. Definitely would never purchase their tanks but contemplating never using ANY of their products again including their salt, additives, and equipment. First time I've ever had to deal with their customer service and its been nothing short of terrible. I love their additives but their customer service is going to be the reason I advocate to stay away from them.

Just out of curiosity, what was the issue? If it's not warranty-related, perhaps someone on R2R can help?

Funston07 · Jan 31, 2022

blaxsun said:
I can't speak to your experience, but I had two minor warranty issues that Red Sea resolved within 24-48 hours of contacting them and had replacement parts FedEx'd out within a few days. They've also been great about sourcing spare parts.

I'm up in Canada, so not sure if that makes any difference or not - but they've been excellent so far.

Warranty might be different subject. Also like you said being in Canada could also be another factor

Funston07 · Jan 31, 2022

blaxsun said:
Just out of curiosity, what was the issue? If it's not warranty-related, perhaps someone on R2R can help?

For a bucket of coral pro salt and all 3 elements were mixing low, way lower than advertised on the bucket and their acceptable range on their mybatch support. Went to do a WC and the mag was at 980ppt. I had to add over 400ml of mag to it to get the level up to 1400. You shouldn't have to dose elements to fresh mixed SW, if you do it definitely shouldn't be that much.

blaxsun · Jan 31, 2022

I used to use the Red Sea Coral Pro salt and didn't find I had any issues other than it took a long time to dissolve and mix properly. I switched to Tropic Marin because I found the 10.5-11 dKH alkalinity of the Coral Pro to be a tad high (Tropic Marin is absolutely amazing stuff, btw).

Three possibilities I can think of:
* It needs to be mixed longer
* Bad test reading(s); not sure what kits you use
* Bad batch of salt

You shouldn't need to "top up" any of the main elements, and if you're using Salifert, Hanna, Red Sea or Nyos test kits I'm inclined to go with a bad batch of salt.

Midrats · Jan 31, 2022

zheka757 said:
Name a company in this country that has a good costumer service now days? Everyone is short staff, trying to multitask. Over covid period, I have had twice as hard time to get answers with any company I ever called

Tunze USA