Ecotech Marine Customer Support for Radions

[californiarob]

Looking for recent experiences with EcoTech Marine customer support or insights on sourcing internal replacement parts.
I currently run multiple Radions over my tanks, but I am having trouble getting a response from their support team regarding two fixtures I purchased last year that recently went inoperable.
Here is what happened:

• XR15 Pro: Lost Mobius connectivity and cannot communicate with the app.
• XR15 Blue: Will not power up at all.

Since these lights feature a great modular construction, I opened them up to troubleshoot. By swapping parts between the two, I was able to successfully isolate both issues:

• The XR15 Pro requires a replacement QCA module to restore app communication.
• The XR15 Blue requires a replacement power driver board to power on.

These specific internal components are not listed for purchase on the EcoTech Marine website. To find out if I can buy them directly, I have tried reaching out through every available channel over the last few days:

• Emailed customer support days ago with only an automated Zendesk response.
• Called and waited on hold for 45 minutes before hanging up.
• Replied directly to the automated Zendesk ticket.
• Sent a text to their customer support number.

I try to stay out of company politics or public negativity, but the total communication silence has been unexpected. Has anyone else dealt with EcoTech support recently, or has something structural changed with their customer service department? Any tips on sourcing these modules would be greatly appreciated.

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[A_Blind_Reefer]

Can’t comment on the customer service response aspect. I seriously doubt they will supply any internal circuitry components. I’m pretty sure they’ll ask you to send them in for repair. Probably voided any warranty by acknowledging that you opened them and swapped components. Fix Reef (I can’t remember his handle to tag him for the life of me….. really wish he’d change it to Fix Reef! Ha) has videos on resolving common issues for some equipment, but repairs equipment as well. I’d probably look to him for assistance over the manufacturer in your situation.

Maybe someone will tag him

 

[WillReef]

Pk

 

[JGT]

Agree, they probably won’t sell you components. Maybe you can find someone selling lights either cheaply or that are also broken and you can swap out the parts but it’s a gamble.

 

[KC2020]

Looking for recent experiences with EcoTech Marine customer support or insights on sourcing internal replacement parts

They're not going to sell you parts. Been there, tried that.

I try to stay out of company politics or public negativity, but the total communication silence has been unexpected. Has anyone else dealt with EcoTech support recently, or has something structural changed with their customer service department? Any tips on sourcing these modules would be greatly appreciated.

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Like you I recently contacted Ecotech Marine support and got an automated zendesk reply. I had an issue with equipment I'd just purchased. 3 days laters, with no response from Ecotech M support, I returned the equipment where I had purchased it. A full week later I got an email reply requesting that I shoot a video demonstrating the issue, which I had explained clearly in my support request. Requesting a video was the equivalent of treating me like I was stupid, unable to explain a very simple problem.

I'm glad I returned the item and bought another brand instead. Support is everything in this hobby and what they offer is sub par support at best.

 

[californiarob]

Can’t comment on the customer service response aspect. I seriously doubt they will supply any internal circuitry components. I’m pretty sure they’ll ask you to send them in for repair. Probably voided any warranty by acknowledging that you opened them and swapped components. Fix Reef (I can’t remember his handle to tag him for the life of me….. really wish he’d change it to Fix Reef! Ha) has videos on resolving common issues for some equipment, but repairs equipment as well. I’d probably look to him for assistance over the manufacturer in your situation.

Maybe someone will tag him

Ecotech's website literally has instructions and tutorials on upgrading internal boards, fans etc. and any warranty I have left I am willing to purchase the parts, out of the 8 I purchased 2 are inoperable, that in itself is unsatisfactory in any market.

 

[tsharpe291]

Looking for recent experiences with EcoTech Marine customer support or insights on sourcing internal replacement parts.
I currently run multiple Radions over my tanks, but I am having trouble getting a response from their support team regarding two fixtures I purchased last year that recently went inoperable.
Here is what happened:

• XR15 Pro: Lost Mobius connectivity and cannot communicate with the app.
• XR15 Blue: Will not power up at all.

Since these lights feature a great modular construction, I opened them up to troubleshoot. By swapping parts between the two, I was able to successfully isolate both issues:

• The XR15 Pro requires a replacement QCA module to restore app communication.
• The XR15 Blue requires a replacement power driver board to power on.

These specific internal components are not listed for purchase on the EcoTech Marine website. To find out if I can buy them directly, I have tried reaching out through every available channel over the last few days:

• Emailed customer support days ago with only an automated Zendesk response.
• Called and waited on hold for 45 minutes before hanging up.
• Replied directly to the automated Zendesk ticket.
• Sent a text to their customer support number.

I try to stay out of company politics or public negativity, but the total communication silence has been unexpected. Has anyone else dealt with EcoTech support recently, or has something structural changed with their customer service department? Any tips on sourcing these modules would be greatly appreciated.

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I had the same issue with xr15 g-5, I sent mine in and it was 150 for them to fix and ship back.
I thought that was reasonable, this was in September and customer service for me was decent.