Very disappointed with your customer service.

oceanparadise1 · Dec 14, 2015

I have emailed and called. I bought two mp40s and an mp60 from bulk reef supply around 45 days ago. None of them currently work. They stopped working randomly. The power adapter lights up green but the controller doesn't. When I contacted bulk reef supply they sent me to you. When I contacted you, you told me I lied and have not spoken with BRS. ( I even sent you my emails with them). And now you won't respond to me at all. I hate to make threads like this but I have no choice. Theses pumps aren't cheap and are not even two months old and no one wants to replace them for me. I find this to be the worst customer experience I have even had. I spent a lot of money buying your product two months ago. ( 7 G3 pros, 2 mp 60s and 6 mp40)

jerseypete · Dec 15, 2015

I had issue with an mp 40 once. Filled out their form sent in in and the sent me a new one. Got it 2 days later. Was covered under warranty.

TheEngineer · Dec 15, 2015

I wouldn't take it that they're calling you a liar. Why not take them up on their offer for repair?

joshkirkland83 · Dec 15, 2015

Send it in for repair

d5332 · Dec 15, 2015

The odds of 3 pumps going bad ay around the ame time, regardless of brand are slim to none

You may have an electrical short within your aquarium power grid, water damage or amazing at beating the odds

Play lotto

oceanparadise1 · Dec 15, 2015

I have six others working fine. Some that where plugged in right next to the ones that didn't work out of the box.

They should be replaced not repaired.

jerseypete · Dec 15, 2015

Yes but you have to send them in. No company is going to replace everything on your word. Fill out the form send them in and see what they say. I found ecotech to be one of the best on customer service.

oceanparadise1 · Dec 15, 2015

Bulk reef supply is taking care of me and sending me new pumps! Problem solved :-)

d5332 · Dec 15, 2015

If i were the seller i would suspect, no offense

I would suspect non defect damage or internal component swap out.

Jlobes · Dec 15, 2015

this thread seems a bit hasty. they clearly offered an option for you, but you deemed it unacceptable.
as stated above, NO company is just gonna send out $1K+ worth of merchandise based upon you stating they went bad. Send them in, have the techs look at them and go from there! Just because you THINK they should be replaced, not repaired, is kinda irrelevant. They have a protocol for dealing with issues, you chose to ignore that and make a thread bashing their CS. Honestly, many of us have experienced CS issues with EM and had positive interactions, so Im guessing the issue here, is you and your attitude.
Clearly, from the email you posted, they werent "ignoring you" and asked you to send them in for service. Whether or not that means repair or replacement, that would have been decided once they received/inspected them.

glad BRS is taking care of ya, but this thread comes off as somebody who just didnt get what they wanted and wanted to complain/bash a company because of that.

revhtree · Dec 15, 2015

oceanparadise1 said:
I have emailed and called. I bought two mp40s and an mp60 from bulk reef supply around 45 days ago. None of them currently work. They stopped working randomly. The power adapter lights up green but the controller doesn't. When I contacted bulk reef supply they sent me to you. When I contacted you, you told me I lied and have not spoken with BRS. ( I even sent you my emails with them). And now you won't respond to me at all. I hate to make threads like this but I have no choice. Theses pumps aren't cheap and are not even two months old and no one wants to replace them for me. I find this to be the worst customer experience I have even had. I spent a lot of money buying your product two months ago. ( 7 G3 pros, 2 mp 60s and 6 mp40)

Bro I know you and we go way back here on R2R! You know I am not out to get you. I trust what you are saying but from a business standpoint what happened with these pumps not working is probably the equivalent to being struck by lightning. I'm glad you're getting it worked out though.

oceanparadise1 · Dec 15, 2015

Yes we do rev! You know me better then everyone! I was just frustrated Bc as you stated its beyond rare. It's insane and prolly won't happen again. I was just frustrated beyond belief. Again sorry about the rant rev!

Jlobes, my attitude was fine until I felt like I was being called a liar. Regardless if That's what they ment or not, I'm a customer and felt I wasn't being treated with respect of being a customer Bc of the rarity of the situation. But it happens. Just like 100 points was scored. Once. Ever. Anything is possible.

oceanparadise1 · Dec 15, 2015

D5332

That's fine if they suspect that. When they get the pumps back they will see none of that actually happened.

Naiad · Dec 15, 2015

Perhaps the wording hit you wrong in the moment of frustration but a lot of time companies have you send in products for "possible" repair just to try and reduce random scamming. They 99% of the time send out brand new products it is just a way to make sure people don't try to get a free product.

oceanparadise1 · Dec 15, 2015

I think you are spot on!

oceanparadise1 · Dec 15, 2015

And I get the scam part. I am sending them back to BRS first but once I ship I send BRS a tracking number and they send new pumps out the same day i ship. Which is awesome.