Marineland has excellent customer service!

I'd like to share my customer service experiences with Marineland thus far.

I had a Stealth Pro heater fail about 6-7 months ago. When it did, it burned a hole in the side of the heater!!! I first noticed it because the whole entire house smelled like burning plastic! The fish were going crazy, especially my false lemonpeel angel. I had a ground probe in the tank, and I have no idea what could/ would have happened if I didn't.

Well, I immediately went to wal-mart (was the only place open past 11pm) and bought several buckets of carbon, made some make-shift carbon bags and started making new water.

I wet-skimmed for hours and got all kinds of black, smelly water out of the skimmer.

I lost the Angel the next day, but all the others survived.

I continued wet-skimming for the next few days and replaced about 30 gallons of water each day, until I went through an entire bucket of salt.

I took the burned up heater to my LFS and they suggested I call Marineland, and tell them of my expenses: salt, carbon, fish, etc. They even created a pro-forma invoice for me to send Marineland.

Well, I sent my heater in to Marineland after documenting it with pictures (in case they tried to deny the claim). After a few times on the phone with them, they determined it was a faulty heater. They immediately sent me a bucket of salt to replace the salt I used. They also sent me a replacement heater (one of the newly designed ones). They covered my carbon purchase and even paid for the lost fish!

I really wasn't sure what to expect, and considering the issue could have been worse, it was probably the least they could do.

Recently I had two more Stealth Pro heaters bite the dust... This time no drama (thankfully) but they ceased to heat at all... Well, I returned them to marineland and they replaced them with the new models, once again.

I've always run them fully submerged and see no reason that they should have failed. I'm just glad that Marineland as a company stands behind their lifetime guarantee! :thumb_up:

I've replaced the angel, and it and everything else has been doing great ever since.

 

Wow, that is great customer service! Wonderful to hear!