MP40Q and Ecotech Customer service

[Daenion]

I got 2 MP40Q and a MP10Q. The dry sides have been a trouble.
The third one on one 40 is finally stable and whisper quiet. However the other one started to go noisy over the last couple weeks and getting worse.

All of this is normal unfortunately. What seems to have changed is the customer service.

Previously I would be asked for a video, proof of purchase and s/n of the item. Now they want me to ship the entire 2nd unit back to ecotech. Is this a recent change? With all these problems I did not buy a spare. What would be a reasonable way to go through this short of purchasing an entire new unit?

 

[spsick]

As you said, unfortunate but you will send it to them and they will say you need a new dry side and offer you one at a discounted rate.

 

[Daenion]

I assume it is under warranty since I bought it at the end of May. But yeah that is not an ok option for me.

 

[spsick]

Oh then yeah they’ll cover it you’ll just have to pay for shipping.

 

[Daenion]

I am aware of the RMA. My question revolves around the fact that I did not have to send in an entire unit for this before since that requires a complete removal of one of the powerheads in an active aquarium.

I would understand this out of warranty but as I said 5 months with 3 failures is a bit too much to take in good faith.

For full disclosure when this first happened mid August I offered to send the initial unit in as the tank was mostly empty but this was turned down and it was explained that the video serves as a diagnostic tool.

This time around there are 8 fish in the tank and I cannot remove half of my in tank circulation units.

 

[Daenion]

For anyone interested. Ecotech came through and are sending a new dry side and when I receive it I will return mine for evaluation.

I appreciated the final resolution which was thanks to Tim Rex. Kudos to him.

 

[BroccoliFarmer]

Although I am very happy to hear that ecotech did right by you, it is stories like these are why I am not jumping on the current MP40 sale. I am sure they are better power heads for my reef than my gyres but I just cant see spending another 400-700 on these units just to roll the dice on questionable quality for marginally better water movement. When you start charging 400 bucks for a unit..you are getting up there in the price range where defect free quality is the expectation whereas you shouldnt have to rely on customer service for when it craps out this early.

 

[spsick]

Although I am very happy to hear that ecotech did right by you, it is stories like these are why I am not jumping on the current MP40 sale. I am sure they are better power heads for my reef than my gyres but I just cant see spending another 400-700 on these units just to roll the dice on questionable quality for marginally better water movement. When you start charging 400 bucks for a unit..you are getting up there in the price range where defect free quality is the expectation whereas you shouldnt have to rely on customer service for when it craps out this early.

Same. I would like to add 2x MP10 but having sent dry sides in numerous times for my MP40s in and out of warranty keeps me from ever buying more.