Good customer service

SShindell · 06-02-2005, 06:06 PM

Today I had two examples of great customer service that I wanted to share.

I had bought Andy's old 400 gallon last year, and it came with AquaMedic lights. After a while the ballast blew on one of the lights (no fault of Andy's). Despite it being a used system that was not on warrenty, Aquametic is letting me swap out the entire fixure for an upgrade for a very reasonable cost. Now I will have 2 150 watt bulbs to go with 3 250s (and 2 400s from other fixtures). Pretty cool.

On another note, Margi got me two corals from Reefermadness today (also for my 400 gallon) as an early Father's Day present. FedEx overnight took two days. Despite the delay, the two corals she bought look great, and they even put in a beautiful large blue table acro as a gift, and told me they would refund me entirely if the corals don't make it next week due to the delay (I think they will -- they were very well packaged).

Anyone have any other great customer service stories?

Steve

milhouse74 · 06-02-2005, 06:49 PM

I also had a wonderful experiance with AquaMedic. I had a fan that became noisy in a ballast, they helped me figure out thats what was wrong and swapped it out no problem. Also I once moved and in my rush to pack left the mounting hardware in the ceiling and they just sent me new ones, no questions asked. GREAT company!

washowi · 06-02-2005, 07:29 PM

Dealing with Current USA recently. Anyway my fans in the light started getting loud like they were ready to throw a bearing. Anyway I go to their website, and there is no phone numbers. Only 1 email address. So I send my problem. Thinking I will never hear from them, 2 days later the owner of the company calls me and says he is overnighting to fans for me in the morning. If that did not work, he then would replace the fixture.

So I talk to him for like an hour on the phone. I start telling him my problems about heat in the tank, That I needed higher legs on his fixture etc. He then calls his rep in ATL and says that he will sell me one of their chillers for $300! It costs like $700 for 1/5 hp chiller. Also, they will be doing upgrades to my lights, and he told me that they will send me everything needed to do it for free!

Needless to say I will buy Current USA for all my reefing needs. Outstanding company!!

Todd

Jessezm · 06-02-2005, 08:25 PM

I dealt with Aquamedic recently regarding the chiller that I won at SaltwaterU--I called Richard, a local rep who was there that day and gave me his card, wondering if he could help me upgrade to a larger model. That same day (the Monday after SaltwaterU) I installed a brand-new 1/2 hp chiller on my tank, and it cost me only the difference between the lowest internet prices--$150! Thanks also to somethingfishy for taking part in making it happen!

donalds1 · 06-02-2005, 09:24 PM

Well one day at band camp.............

hesstondc · 06-02-2005, 10:11 PM

I had a good experience today with a club sponsor, I bought a new MR-1

He answered eveyone of my emails and I know I sent several. Thanks for all the help Andy and I will post pics when I get this thing running this weekend.

Thanks ANDY!

GOHOKIES · 06-03-2005, 02:44 PM

OT but T rex products is pretty great too if you're into Reptiles. I have one of their $50 uvb bulbs on my bearded dragons that went on the fritz after about 6 months. Their guarantee says prorated but they sent me another one brand new plus some free stuff. That one went fritz also so they sent me another one with even more and better free stuff. I think they might give me the company if this one breaks.

Loverotties · 06-03-2005, 02:47 PM

Thats nice!I had a good one with Remora I bought a used Aqua C Pro off ebay and call Remora and they sent me the thing that was missing and the things to update it for free!

tdwyatt · 06-06-2005, 12:11 PM

andy at My Reef Creations, and Doug at ReefTank Lighting.

That says it all, I don't bother looking elsewhere anymore.

Great guys, great service, great prices, great products.

wasabi · 06-07-2005, 12:19 AM

Andy sees me coming from across the parking lot...he places all the newest gadgets he has created near the entry door...he even has his employees stage themselves in various positions operating the new gadgets....i admire them and decide to buy one...he starts a suttle conversation about some of the new products he has in stock....he knowingly preys on my reef addiction, and offers up his products in a gross display of power...i am helpless...you think these are good qualities

Andys products, and customer service cant be beat

goodfortune · 06-07-2005, 12:26 AM

IceCap has some of the best customer service out there

. They worked with me when I first started running metal halides using one of one of thier ballasts, when I was having trouble with it.

- Michael

mojo · 06-07-2005, 03:55 PM

I had ordered 120lbs of live rock from liverocks.com. Two boxes were shipped by DHL priority overnight. DHL lost one of the boxes, which ended up being delivered two days later. I called and talked to liverocks.com and they were extremely understanding and helpful with the situation. His initial response was "it's your call- let me know what you think it's worth, and we'll go from there." By the second day, he just told me to refuse shipment, and they would send out a new box. They ended up eating all the shipping cost and lost live rock, to no expense to me.

I was pleasantly surprised by their customer service and ended up ordering another 80lbs from them a week later. Honest guys. I understand businesses don't always want to eat the cost of things that happen in the business (such as things that happen because of the shipper), but from the customer's point of view, the final product is all we see.