EcoTech marine - Huge Disappointment.

[vetteguy53081]

As many have expressed, once again, I had my MP40QD suddenly stop running and contacted customer support who told me to send the entire dry side in.
As with past experience, I had this bad feeling that they would ONCE AGAIN come up with something lame that I did wrong as with them, the customer is . . . . NEVER RIGHT.

They had the audacity to tell me with a college masters and 30+ years in the hobby and I owned a full line pet store over 11 years (indicating I have a Little common Sense about aquatic components) that the pump seemed to have fallen in the water.

HELLO !!!!!! The pump is a DRY side and is mounted outside the tank and is next to an MP60QD which is running just fine. I also use glass covers..... so tell me how a pump intended for outside mount would be corroded as they indicate. Apparently a poor design if its' susceptible to moisture

My gripe is .....ECOTECH opposed to Neptune is never motivated to meet a customers need for service as this is under Warranty but rather sell. The offered me what they say is a $200 dry side for $150. Wow- is that bargains as the new unit is $239.

Of course I'm Irate. This is the 6th time ( 4 with their lights) that rather than offer solution to retain and maintain a satisfied customer they were more than willing ONLY to sell me something. Last month, their Very sister division ( Aqua Illumination Ai) was contacted regarding my Hydra 26 which went out and wouldn't power on. They said its likely a Driver and instructed me to send entire unit in and they would give me an estimate. I insisted it was the power adapter which seemed very warm and after the insult, , , I ordered a new Power adapter off Amazon for $23 and low and behold - The hydra works just fine.

They have lost a 9 year customer for good.

This is an awareness and for those who have had the same experience, I'd love to hear from you !

 

[vetteguy53081]

They were at one fantastic but over the last 3 years or so have focused on sales rather than ACTUAL support which supports their drops in sales Q4 2017 and entire 2018. Im not the only one as I have read disappointments from others.

 

[vetteguy53081]

You know it. I am closing a sale of a 600 gal acrylic tank. Imagine what COULD have sold me. My confidence in them is exhausted and therefore that $150 they wanted will cost them almost $2000 in potential equipment. Neptune has bent over backwards for many and the first thing I will acquire from them are additional WAV pumps ($900 right away)

 

[vetteguy53081]

I was a retailer that sold their products and a hobbyist swore by them,,,,, well used to. Now I want to swear at them.

 

[Alex1Young]

As many have expressed, once again, I had my MP40QD suddenly stop running and contacted customer support who told me to send the entire dry side in.
As with past experience, I had this bad feeling that they would ONCE AGAIN come up with something lame that I did wrong as with them, the customer is . . . . NEVER RIGHT.

They had the audacity to tell me with a college masters and 30+ years in the hobby and I owned a full line pet store over 11 years (indicating I have a Little common Sense about aquatic components) that the pump seemed to have fallen in the water.

HELLO !!!!!! The pump is a DRY side and is mounted outside the tank and is next to an MP60QD which is running just fine. I also use glass covers..... so tell me how a pump intended for outside mount would be corroded as they indicate. Apparently a poor design if its' susceptible to moisture

My gripe is .....ECOTECH opposed to Neptune is never motivated to meet a customers need for service as this is under Warranty but rather sell. The offered me what they say is a $200 dry side for $150. Wow- is that bargains as the new unit is $239.

Of course I'm Irate. This is the 6th time ( 4 with their lights) that rather than offer solution to retain and maintain a satisfied customer they were more than willing ONLY to sell me something. Last month, their Very sister division ( Aqua Illumination Ai) was contacted regarding my Hydra 26 which went out and wouldn't power on. They said its likely a Driver and instructed me to send entire unit in and they would give me an estimate. I insisted it was the power adapter which seemed very warm and after the insult, , , I ordered a new Power adapter off Amazon for $23 and low and behold - The hydra works just fine.

They have lost a 9 year customer for good.

This is an awareness and for those who have had the same experience, I'd love to hear from you !

Tony,

It's important to remember water damaged is not covered under our warranty. Obviously, we cannot speculate how the unit became water damaged. I would recommend you review the photos we emailed, you can clearly see the rust and saltwater damage to the motor. Since the motor is corroded to the point where it can no longer spin, we are unable to repair it. As a result, we offered you a discount on a new replacement dryside. In any case, we apologize for your displeasure and will have your unit returned unrepaired per your request.

 

[vetteguy53081]

Tony,

It's important to remember water damaged is not covered under our warranty. Obviously, we cannot speculate how the unit became water damaged. I would recommend you review the photos we emailed, you can clearly see the rust and saltwater damage to the motor. Since the motor is corroded to the point where it can no longer spin, we are unable to repair it. As a result, we offered you a discount on a new replacement dryside. In any case, we apologize for your displeasure and will have your unit returned unrepaired per your request.

You suggested the dry side became immersed. As others can now see, you did nothing but offer $50 off ( no loss to Ecotech) but have sacrificed that for Loss of a customer and heeds no effort to make it right, Yes I saw pics and the magnet is all Scratched up - I assume my daughters cat did that ???
You don't get it- You see rust and Support is over - its now sales and many are on to Ecotechs new way of support- $$$$$$. Very poor handling AND Did I not express right up front in conversation that I expect you have something to sell me? How did I know???
Did you see the comments of others and how they too felt it could be best handled. Nahhhh...... that would be a shocker.
The very store who sold me the unit offered me a new one at cost . They have More dignity as a retailer than the manufacturer. Do you Not see an issue already ???

Problem is- I NO longer want anything Ecotech near my front door. Why??
BECAUSE OF THE WAY (ONCE AGAIN) THIS WAS HANDLED. And, , , , im quite sure there are many who have experienced this and walked away but we are just numbers ($$) in the eyes of your entity. Pitiful to say the least

Anyone with input to how this is being handled?

 

[vetteguy53081]

Customer returns- Product Did Not Meet Customer’s Expectations

 

[vetteguy53081]

A product intended for a Damp, Moist, Wet or a Saltwater Marine environment should have coated and stainless properties. Just my thoughts on the items intended application. I do like my MP40 but in less that 2 years I have paid 350 + 75 x 2 = $500.....I guess its the Cost of owning a sports car. no pun intended.

I agree wholy. Well said

 

[vetteguy53081]

This is based on what if(s). The argument I have is the DRY side stays OUTSIDE the aquarium. I have glass covers . It is next to my MP60QD. How is the MP60 older and tunning fine and the MP40 Supposedly wet with rust. I opened the driver to pull the RF chip and pop back in per You tube for ecotech. That did not work and I opened the dry side and saw no rust but mainly all the scratches that were in pic that was not there. This is a near new unit . My reason for being upset mainly is that it is their practice- EVERY TIME I have ever called them, They never emphasize the desire to repair/resolve but rather sell me something . Two years ago when I had a wobbly impeller (known field issue), they offered me a discounted Wet side for $75 which was the full retail price rather than maybe suggest sending a new propeller which maybe cost them $3.00.
I expected 100% when I called this morning that they were prepared to sell me something and then as a resolution offered me a Wetside only at $50 below retail (on wetside only) whereas my pet store that sold me the unit, offered me a New complete unit at cost which is $17 more than the wetside they offered to sell me.
There are many posts on here which persons have had the very same experience. The driver looks like it just came out of the box. You would think THAT would have gotten wet also. I have NOT disconnected the wet/dry side since August for cleaning, so to suggest it fell into the tank when it is housed outside the tank is just Lame !!

 

[vetteguy53081]

Maybe the OP can post the pics sent to him...???

 

[vetteguy53081]

Theyre great when they run. Its the customer service which is repeatedly that irritates me. I fed at 1pm last Tuesday and literally 2 hours later noticed the lack of water movement. I unplugged it and clean Wetside and it ran for an hour or so then completely quit running. I opened up a case and attached receipt and 3 more times they requested receipt copy as to avoid warranty, and then I had this Hunch they as always were ready to sell me something.
I AM going to replace these with something. nero has magnets not strong enough for my glass thickness. Maybe Tunze, but I will be searching. A nine year customer means nothing to them apparently

 

[vetteguy53081]

That is my Unanswered questions. What are these scratches WHICH WERE NOT THERE when I opened that housing Prior to sending unit in.

 

[vetteguy53081]

I searched before opening anything and there is nothing implying warranty void, Most manufacturers will place a seal or sticker for that purpose.

 

[kschweer]

Hey everyone. Please remember that feedback threads are between the parties involved and we do not allow outside comments.

“Negative Feedback Threads:

Outside comments are NOT permitted. The reason for this is to allow the vendor and member work through the negative experience. The staff will remove posts by other parties not pertaining to the transaction. The only exception to this is that users may post links (without commentary) to their own feedback threads with the same seller/buyer. These are the only outside party comments that are allowed.”

From this thread:
https://www.reef2reef.com/threads/please-read-before-posting-feedback-forum-guidelines.172327/

Thank you for understanding.

 

[vetteguy53081]

To show how " COLD" ecotech is, I sent this in to them intact, and this is how it was returned to me (IN PIECES) by them- all because I refused to BUY a replacement although in warranty