Innovative Marine terrible customer service?

[Kevied]

Has anyone had horrible customer service with Innovative Marine or was my issue just assigned to a person that should not be in customer service?

I ordered a 14 Nuvo Pro 2 and it arrived blemished (so much for their outstanding quality control). I reported the issue and inquired about a return/exchange. The original response did not contain an apology or address a return or exchange but asked for a video which I provided. Several emails later, their solution was to fix the issue myself (peeling back the plastic film covering the sump chamber to remove a bead of silicone that was causing a bulge in the plastic). Still no information about an exchange or return or even an apology that they sent me a blemished tank. I attempted to fix the issue while thinking “what is going here?” I did my best, but the bulge on the seam is still there and now of course the black film is full of air bubbles… At this point I stated I wanted to exchange the tank and was informed this is a warranty issue and I would need to pay the shipping to send back the tank – still no apology for sending a blemished tank.

How is it a warranty issue that sent me a blemished tank and gave me instructions which made the tank look worse? Why is it my responsibility to pay to ship their mistake back to them? They are charging luxury good prices for their tanks, they claim outstanding quality control, but then leave the customer to foot more shipping charges for poor quality control?

I am just at a loss of what to do because this is literally the worst customer service I have ever received anywhere ever. I asked the rep to forward my concerns to a supervisor but given they have ignored my concerns through this whole process I doubt they will. Does anyone have the contact information of someone at Innovative Marine because as of now all my emails are directed to this one rep.

 

[mmorrison55]

Keep escalating it until you get an acceptable response.yiu having to pay for their quality control issue is not acceptable IMO.

 

[Kevied]

I completely agree that it should not be on me to pay for their lack of quality control. I am just wondering if this is a one off or their standard OP regarding returns/exchanges. That would help me know how to move forward.

 

[TX_REEF]

@Innovative Marine this lack of customer service doesn't sound up to your standards :frowning-face:

 

[Kevied]

Thanks TX_REF,

I came for advice or a contact and did not know innovative marine was on the forum. Being a lurker who is only looking for certain information has clearly created a knowledge gap for me.

 

[TX_REEF]

Thanks TX_REF,

I came for advice or a contact and did not know innovative marine was on the forum. Being a lurker who is only looking for certain information has clearly created a knowledge gap for me.

no worries, that's what community is for. Hopefully @Innovative Marine sees this and figures out an actual solution for you. some vendors are known for sub-par customer service, IM is not one of those offenders to my knowledge.

 

[Kevied]

I hope it gets resolved. I have committed to innovative marine in that if I upgrade in a few years it will be the 25 lagoon. I ordered the new roller 2 (arrived today), purchased the UV (probably will never use). Everything I have purchased is intended to fit a IM Nuvo desktop. Granted I may have over corrected on this tank after the loss of my other tank 5 years ago, but that's a different story..

 

[Kevied]

To make this situation even more strange, @Innovative Marine has a 30 day risk free return policy? https://www.innovative-marine.com/risk-free-reefing

Do other people see that on the website or do I need to clear my cache?

 

[Fish Fan]

To make this situation even more strange, @Innovative Marine has a 30 day risk free return policy? https://www.innovative-marine.com/risk-free-reefing

Do other people see that on the website or do I need to clear my cache?

I can view it. Did you read it carefully? Looks like a whole list of exceptions where they don’t honor the guarantee.

 

[Kevied]

I can view it. Did you read it carefully? Looks like a whole list of exceptions where they don’t honor

The only thing I can think of is the 7th bullet about wear and tear seeing that they had me peal pack the plastic film over the sump chamber and cut out some silicone, but that was per their instruction.

I did return a pro roller to amazon immediately after receiving it because the pro roller 2 came out (I purchased the pro 2 directly from IM) but the 2nd to last bullet seems to exclude that since the first pro roller was purchased via amazon.

At this point I honestly wonder if I have been dealing with an AI bot. If not it is someone who refuses to apologize and deflects direct questions.

 

[southd14]

I bought a 75 ext that didn’t include the barb and tubing to connect to the return pump. I called and they told me what part to go buy. I was kinda annoyed that I spent 2500 and they wouldn’t send me a 10 dollar part.

Rather than learn from my mistake I bought the innovative marine Ato reservoir. The drawer that pulled out was split so water splashes out when I refill it. I haven’t reached out about that because i didn’t register it right away so I figure they won’t honor the warranty. We shall see…my wife keeps yelling at me about the water mess every time I refill it so I should probably try.

 

[Kevied]

I bought a 75 ext that didn’t include the barb and tubing to connect to the return pump. I called and they told me what part to go buy. I was kinda annoyed that I spent 2500 and they wouldn’t send me a 10 dollar part.

Rather than learn from my mistake I bought the innovative marine Ato reservoir. The drawer that pulled out was split so water splashes out when I refill it. I haven’t reached out about that because i didn’t register it right away so I figure they won’t honor the warranty. We shall see…my wife keeps yelling at me about the water mess every time I refill it so I should probably try.

Thanks for the info

I bought a 75 ext that didn’t include the barb and tubing to connect to the return pump. I called and they told me what part to go buy. I was kinda annoyed that I spent 2500 and they wouldn’t send me a 10 dollar part.

Rather than learn from my mistake I bought the innovative marine Ato reservoir. The drawer that pulled out was split so water splashes out when I refill it. I haven’t reached out about that because i didn’t register it right away so I figure they won’t honor the warranty. We shall see…my wife keeps yelling at me about the water mess every time I refill it so I should probably try.

You might as well try. The more I search, it seems the customer service is either spot on or the customer is on their own. So random..

 

[Kevied]

Just got off the phone with Mike @Innovative Marine. Good conversation and he let me know everything should not have gone down the way it did. They are sending me a replacement tank and will send me the shipping the label to return the damaged tank.

The last week has been pretty frustrating but acknowledgment of the issue and making everything right goes a long way in my book. In the end I think I am just going to write this off as a poor experience with one person and not the company as a whole.

 

[mmorrison55]

Glad it worked out for you.