d2mini
Reef enthusiast
This is a case of what i believe is poor customer service with a long time customer.
It started off when I decided to go ahead and spend the extra cash on Vertex Vessels instead of cheap plastic jugs to hold 2-part solutions. They are not cheap, and I heard of others having problems but figured i'd give them a shot. I ordered 1 big one, got it, it was fine and then ordered one more big one and one smaller one. The big one leaked like a sieve from the where the acrylic tube meats the bottom pvc. So i call BRS and speak with Kevin. He says he'll send me a return label and get a new one shipped right out. They would email me the tracking info. Cool.
Three days later I get an email with the RMA# and the UPS label. So i reply and ask if they could send me the tracking info on the new one. "Oh, I'm sorry but we need the old one back first." :shock: I email back and say that's not what i heard during our phone conversation. He apologized for the miscommunication but that's the rules. So now I already lost 3 days. Still have to get the old one packed up and dropped off to UPS. Then wait for them to get it, process it, ship out a new one, and wait for UPS ground to deliver. I told them flat out to take a note from the Ecotech playbook... they would have replaced defective merchandise immediately. So i track the package and see what day they receive it. Almost a week goes by and I reply to the email thread again to see what's what. Oh, and Kevin left the company now. So now I'm now dealing with Lue. They got the package and are shipping out a new one. Apologies for the delay. :grumble:
Now, over two weeks later, me still not having any dosing container, I finally get the new one.
Open it up, fill it with water and it's leaking worse than the first! Two spots, same area. Quality control issues? Ummm, yeah. Now I know this is not BRS's fault, but as major reseller of Vertex merchandise, they should be taking action. And as I said earlier, i'm not the only one having problems with their stuff. I email back and this time I explain that they either need to open one up, test it, and then send it out to me immediately along with the return shipping label for the old one... or, just send me a return shipping label for ALL THREE because i'm done screwing around with this, and I'm not going to go through the long return process again. Well, they decided to go with option 2. Apparently the fact that I've spent thousands with them is not enough to warrant a little extra effort and minor risk. :neutral:
It started off when I decided to go ahead and spend the extra cash on Vertex Vessels instead of cheap plastic jugs to hold 2-part solutions. They are not cheap, and I heard of others having problems but figured i'd give them a shot. I ordered 1 big one, got it, it was fine and then ordered one more big one and one smaller one. The big one leaked like a sieve from the where the acrylic tube meats the bottom pvc. So i call BRS and speak with Kevin. He says he'll send me a return label and get a new one shipped right out. They would email me the tracking info. Cool.
Three days later I get an email with the RMA# and the UPS label. So i reply and ask if they could send me the tracking info on the new one. "Oh, I'm sorry but we need the old one back first." :shock: I email back and say that's not what i heard during our phone conversation. He apologized for the miscommunication but that's the rules. So now I already lost 3 days. Still have to get the old one packed up and dropped off to UPS. Then wait for them to get it, process it, ship out a new one, and wait for UPS ground to deliver. I told them flat out to take a note from the Ecotech playbook... they would have replaced defective merchandise immediately. So i track the package and see what day they receive it. Almost a week goes by and I reply to the email thread again to see what's what. Oh, and Kevin left the company now. So now I'm now dealing with Lue. They got the package and are shipping out a new one. Apologies for the delay. :grumble:
Now, over two weeks later, me still not having any dosing container, I finally get the new one.
Open it up, fill it with water and it's leaking worse than the first! Two spots, same area. Quality control issues? Ummm, yeah. Now I know this is not BRS's fault, but as major reseller of Vertex merchandise, they should be taking action. And as I said earlier, i'm not the only one having problems with their stuff. I email back and this time I explain that they either need to open one up, test it, and then send it out to me immediately along with the return shipping label for the old one... or, just send me a return shipping label for ALL THREE because i'm done screwing around with this, and I'm not going to go through the long return process again. Well, they decided to go with option 2. Apparently the fact that I've spent thousands with them is not enough to warrant a little extra effort and minor risk. :neutral: