Question about Reef Octopus brand

A warranty is not defined as taking back a product if it doesn't work right. That might be the eventual resolution, but to warrant a product means the vendor will, "make it right." If a company is to help, they're going to require knowledge about what's wrong. They're going to need to know exactly what the issue is, how it's manifesting itself, what you've done to remedy it, and some other pieces of information.

In your position, the best thing you can do is provide them with what they request, to the best of your ability. If after doing so, you're not satisfied with their resolution, ask to speak to somebody higher up the food chain in the company.

BTW, the only one who can "clear up the confusion for you" regarding what the warranty of a particular product is, is the company with whom you're dealing. There is no hard and fast definition for a warranty other than a commitment to make it right.

As far as getting bent out of shape at the company's unwillingness to give you a new product--IMO you're not yet there. They have just begun to collect information from you. Give them a chance and see what they can do to resolve this. Rest assured, they're aware that their future rides on your satisfaction with their product, and the action they take.

Good luck, Puffer Chick.

 

thanks for the info. yea, i still plan am working on getting everything together to tell them whats wrong, i just cant find my receipt, so once i find it i'll either shoot them another email or call, but more than likely call because it will be faster

 

You couldnt have said it better! +k!

 

+1 this is how you do it. I also completely agree with Sparky.

I've worked with this company's warranty before and went through these hoops. They ended up sending a new pump... but I never sent back the old one.

You don't get a new car because your A/C quits while under warranty and all that...

 

I have had some issues with some products. I am one that generally deals with one person (LFS) on certain things such as lighs,skimmers,pumps,PHs,etc... When I have issues I just deal with them and let them handle it. I have yet to be disappointed with my LFS. they have made every issue I have had right. I bought my tank, lights, pumps, skimmers, PH's, sump and all supplies from one place. I sat down with the owner before my purchase and told him that I would do business with him only on all my equipment and that If he wouldnt take care of me I would spend my money elsewhere. I have yet to be disappointed. To me customer service means more than saving a couple $.

 

Hey Puffer,

I'd be really surprised if you don't get good response from Coral Vue. I've had some issues before and they've helped me right out.

To address the question you have about replacing the whole skimmer, I don't think you have to do that. There are really only a few things that affect overall skimmer performance in the Octopus line and those are airflow, water level and pump performance. It is highly doubtful that the physical skimmer is defective. More likely it is:

1) The water level is varying and as such the skimmer is not as effective as it should be. I know that after I got a better ATO system my skimmer performance went up measurably.

2) The air intake is getting restricted.

3) The pump is not working properly.

What ATO unit (if any) do you have? Are you seeing good bubble action in the column?

 

since the thread was originally posted i have gotten the skimmer to work somewhat decent. Im finally getting some good skimmate but its only a small amount and once it gets to a certain level it doesnt collect any more skimmate, but at least its working somewhat

and i dont have an ATO and i dont get any bubbles coming out of the middle column, i see the water turning over but no bubbles more or less like foam, but i get bubbles in the outtake column