Poor Customer Service

[-Logzor]

I recently ordered a replacement impeller for my Reef Octopus BH-1000 skimmer pump. I had broken the old impeller. To find the correct impeller, I searched on their website "BH-1000 Impeller". The first item that shows up is the OTP Pinwheel Impeller for $25.00. In the product description it lists that it's a replacement impeller for the BH-1000. On the side of my skimmer it reads "BH-1000". Sounded like the correct impeller, so I ordered it, just received it today.

When I tried to install the impeller in my pump, it did not fit. I called Coralvue customer support. The impeller did not fit because I have a different pump on my BH-1000. The BH-1000 was made with two different pumps, apparently. In the past, ordering impellers, there are specific serial code you drop into the website to ensure you order the correct impeller. There was no such menu on the website for this impeller.

The agent notified me that the correct impeller was the Aquatrance Skimmer Impeller. This impeller doesn't even show up when you query BH-1000 (as it reads on the side of my skimmer). In fact, the Aquatrance Skimmer Impeller doesn't even list the BH-1000 as a compatible skimmer.

In my opinion, this is not my mistake, so I asked if they would send me a shipping label. After all, I had paid $7.00 to ship a $25.00 impeller. They would not under any circumstances agree to pay for return shipping. Now I have to ship it back then pay another $7.00 to have the correct impeller shipped. So that's three shipments that I pay for just to get a replacement impeller.

You can do better, Coralvue.

 

[aquavista99]

ouch ...hopefully the new impeller fits your existing skimmer pump

 

[SeahorseKeeper]

Moved to current forum: vendor feedback.

 

[timkenagy]

I've had a complete opposite experience with them. I'm not familiar with your exact skimmer but to defend them a little bit I always know what's powering my skimmers, reactors, scrubber etc.. But the one thing that confused me the most is to try and understand your situation better I want to thier website and typed in the search "BH-1000" and the Aquatrance 1000s was the first pump that popped up on my screen.

Unless I'm missing something here? Is that the pump on your skimmer?

And when they serviced my pump I had to pay shipping to them, they paid shipping to me. Seemed kinda fair to me.

 

[-Logzor]

I wasn't shopping for the pump, I was shopping for a replacement impeller. Since I was shopping for the impeller, I typed in "BH-1000 Impeller".

The search query only shows the impeller for the OTP pump. The impeller for the Aquatrance pump doesn't even show up. In the description of the OTP impeller, it says it's compatible with the BH-1000.

The Aquatrance impeller doesn't show up because it doesn't mention compatibility with the BH-1000. However, the pump itself clearly lists the BH-1000. The mistake was that Coralvue did not list BH-1000 compatibility under the impeller like they do with the Aquatrance pump.

If I had seen two impeller options to begin with, I wouldn't have made this mistake.

The real issue I have is how I was treated by Coralvue over the phone.

What does you shipping a pump to repair to them have to do with my situation?

 

[timkenagy]

Sorry man! You didn't say anything about how they treated you over the phone in you OP. I was just trying to understand your situation as I buy a lot from them specifically because of how they treat there customers. Did you get taken care of? Do you have the proper impeller now and just putting them on blast because you maybe ordered the wrong one and you had to pay shipping? And did you overnight it? I can't see an impeller costing $7 to ship.. If they seriously wronged you I'm confident they'll get you what you need.