Disgusting service from EcoTech Marine....

[TonyB]

I will start by saying that this is the first time I have had a problem with EcoTech, but as consumer of a $400+ pump I feel like I've been shafted this time.

I sent out a MP40w and a spare wet side on Monday to be serviced because they locked up on me. I hadn't heard anything by Wednesday so I gave them a call and talked to Steve. He told me that he'd get them fixed and promised me that they'd be sent out that day so I would have them on Thursday. My UPS and FedEx drivers came and went with no pump. I called EcoTech, no answer. I ended up leaving two voicemails with Steve on Thursday which were not returned. Friday came, no pumps so I called again and left two more voicemails. I finally managed to get Steve on the phone and he said they hadn't been shipped out yet! After some discussion, he agreed that they would be able to send them USPS Overnight with guaranteed delivery on Saturday. Guess what, NO PUMP. I'm tired of being lied to by these people.

I feel it atrocious that I have a $400 pump that is so unreliable that I had to buy a spare wet side. Then every 6-8 months I have to PAY to have them rebuilt. Worse yet is the horrible service that they offer (or DON'T offer) and being lied to several times.

Here is my attempt at constructive criticism;
1.) Step up the customer service to where it used to be.

2.) The service department can't be run with one person.

3.) Build a more reliable product because the way they are, they suck.

 

[Sikryd]

Wow - bummer Tony!

I hope my experience is better. We'll find out here soon. The white box on one of mine stopped working and I have to send it in on Monday - we'll see how it goes. Steve has been great so far. Hopefully it continues.

 

[TonyB]

They've been good in the past for me, too.

 

[subielover]

Sorry to hear of your troubles. Steve has always taken care of anything I needed. I am sure he will do u right, although this probably won't help your cause any.

 

[Blackhawk Fan]

Seems like there's quite a few unhappy customers lately, that's unfortunate.

 

[rng_pw]

Steve always did his best to take care of me. The problem for me was the pumps. It took me about 2 months to decide to call it a loss and go with a more superior product (Tunzies). I bought them used and have never had one issue with them. You should give them a shot. youll love them.

 

[Doughster4]

They have become pretty bad about communicating. I have always had good service from them which was a good thing considering the reliability of the pumps. Now I wonder if since there are so many aging pumps out there in use, they are now dealing with an onslaught of broken pumps coming in for service. They are VERY quick to remind you when a pump is OUT of warranty. (Unlike Tunze).
I recently sent an older out of warranty Tunze 6100 to Roger for repair. I recieved no emails or phone calls from him, just a BRAND NEW 6150 at my door. Of course that was a nice surprise. But them, that is only the second time in YEARS that I have had to contact Tunze Service regarding the FOUR aging 6200's and 6100's I own.

I LOVE the Vortechs WHEN THEY RUN but they are expensive to buy and KEEP running.

I hope there will be MORE and BETTER support from Ecotech for the thousands of us that have bought their product. It is very difficult to convince a fellow reefer who is debating on a circulating powerhead purchase to go with a relatively expensive Vortech pump when they read about the problems we have to deal with. Especially when there is a VERY good chance that the purchase is relatively obsolete the day after the warranty ends.

 

[TonyB]

I could give a **** if their service gets any better because I wont be dealing with them again. If I ever get them back, they're being sold and replaced with Tunzes or modded MJ's. EcoTech dropped the ball big time and I refuse to support a company that treats their customers like crap.

Here is the post on RC where they try to justify their reactions;
Bad service. Where is my pump? - Reef Central Online Community