Not very customer-centric

I have been dealing with AquaCave with a malfunctioning Mag Drive 3 for a few days. I feel they have failed in the customer service department. Rather than honoring the 1-year warranty on the 4 month old pump, they blamed me for it not working and then asked for pictures of my system.

I would have been perfectly happy with "hey send it back and we will look at it" rather than the "you can't have any bends in the tubing"(how am I supposed to get it into the sump?) or "send us pics of the system" emails I got. The final email I received linked me to the manufacturers web site. Thanks for turfing me off and not dealing with the problem.

This is my second transaction with AquaCave and both have been messed up. I will be taking my business elsewhere without regret.

On a side note, after talking with Danner Mfg. they have determined it to be a bad impeller and are sending me a replacement.

 

well personally from my opinion the company auqacave did what was correct, if it is a malfunctioning product you should deal with the manufacturer directly who in turn should cover the warranty, not the store which sells such product. I understand your frusteration but from a business point on their end, the company made no mistakes in sending you to the manufacturer directly. With most stores except big brand stores you usually have to deal with the manufacturer directly, only big companies such as best buy, circuit city and source will have the ability for you to bring a defective product back for a return, smaller stores dont have the ability to let a replacement leave their shelves.

 

Return Policy

 

Tell me that originally then, don't give me the run around for almost a week. And usually manufacturers take 7-10 business days to handle anything of this matter. Aquacave is one shipping day away from me.

Sent from my Evo

 

Gresham you should have scrolled down to this part

"NOTE: After 30 days from the time your order is placed, all electrical equipment and light bulbs are covered by the manufacturer's warranty and should be returned directly to the manufacturer for repair or replacement."

Considering he said it happened 4 months after he purchased it i think it falls into this category.

 

The other thing is, when I buy something that breaks or doesn't function properly, I always take it to where I bought it. Do I call LG when my TV gos bad? No, I take it to Best Buy. I understand that they are a small outfit, however state that they are not going to help me up front rather than dragging it out for a few days with silly questions and asking for pictures of my system.

I also hate it when people hide behind policy instead of doing right by their customers. Just because you have a policy doesn't make it the right thing to do in all situations.

 

I have dealt with Aquacave pretty much on everything I have ever bought (1000's of $) and never found them to be anything but helpful and understanding.

You should always no matter how old something is, unless it's shipped to you bad, start dealing with the manufacturer on warranty issues.

Most companies who sell thing will allow you to return them for at most 30 days, sometimes 15. And I agree after 4 months I would not have expected them to deal with you. Never go back to the company you bought it from, if you do this you will save yourself from lots of frustration.

 

Country1911,

I have ask for you send pictures of your setup so that for us to figure out if the plumbing part is the issue or maybe the pump itself. We do not want you to incur shipping cost if its not necessary.

Please contact me by via phone if you need further assistance.
Thanks,
Enrico

 

Why? It's now been posted.

Besides, I simply posted a policy WITH A LINK for anyone else to look into it further.

 

your completely right, but for the best buy example that falls under the big store chain exception, if you bought that same tv from a single store owned by mom and pop or some random guy lets see if they exchange the defective tv for a new one.