Customer Service Number [Archive] - Reef Central Online Community

bimmerzs

12/18/2008, 04:56 AM

What is the purpose of calling ya'll. I sent several email's from your website month's ago (before my pump was out of warranty). I have called several times but no answer, finally spoke with someone over a week ago about my issue and was quite surprised to hear them tell me to submit an email from your website again and that he would tell you Rob to be on the lookout for it. I purchased a product from you that you are not standing behind, I am a customer, I am a customer, I am a customer, do you understand that now. Please respond to my email's from your site, not that it matters now that your serious lack of customer service will require me to possibly purchase part's that should have been handled under warranty.

MSX-Rob

12/18/2008, 07:47 AM

<a href=showthread.php?s=&postid=13967774#post13967774 target=_blank>Originally posted</a> by bimmerzs
What is the purpose of calling ya'll. I sent several email's from your website month's ago (before my pump was out of warranty). I have called several times but no answer, finally spoke with someone over a week ago about my issue and was quite surprised to hear them tell me to submit an email from your website again and that he would tell you Rob to be on the lookout for it. I purchased a product from you that you are not standing behind, I am a customer, I am a customer, I am a customer, do you understand that now. Please respond to my email's from your site, not that it matters now that your serious lack of customer service will require me to possibly purchase part's that should have been handled under warranty.

PM sent.

bimmerzs

01/04/2009, 05:31 AM

Rob,

Could you respond to my last email, you asked me to handle this through email and it's now ~2 weeks later w/o another response. I fully understand that ya'll may be catching up from the holiday's but when I see ya'll have ample time to post on here, I get a bit ticked especially considering my situation as outlined in the email.

MSX-Rob

01/04/2009, 12:00 PM

<a href=showthread.php?s=&postid=14075342#post14075342 target=_blank>Originally posted</a> by bimmerzs
Rob,

Could you respond to my last email, you asked me to handle this through email and it's now ~2 weeks later w/o another response. I fully understand that ya'll may be catching up from the holiday's but when I see ya'll have ample time to post on here, I get a bit ticked especially considering my situation as outlined in the email.

Yes, email sent.

bimmerzs

01/05/2009, 05:23 AM

<a href=showthread.php?s=&postid=14076921#post14076921 target=_blank>Originally posted</a> by MSX-Rob
Yes, email sent.

I did not receive a email from you.:(

bimmerzs

01/06/2009, 01:47 AM

I still have not received an e-mail.

MSX-Rob

01/06/2009, 07:47 AM

Your part is going out ASAP. My apologies for the delay.

bimmerzs

01/09/2009, 01:28 PM

<a href=showthread.php?s=&postid=14089974#post14089974 target=_blank>Originally posted</a> by MSX-Rob
Your part is going out ASAP. My apologies for the delay. Hi,

Thanks for shipping out "the part"(which will remain nameless I guess) Do you have a tracking number for this, I have a business trip coming up soon and would like to get my skimmer back online. I have already lost some delicate sps pieces and the rest have mostly browned out and I'm down to feeding once every 3 day's. :mad2: I am really kicking myself here for going with this skimmer, not so much as for it's performance(when it's running) but moreso for the service side. Even after months of trying to get a response from ya'll, when I do finally get your attention there is absolutely zero sense of urgency or concern from your end. Unanswered email's, phonecalls etc., etc., etc., how can you really justify that.:mad: :mad2:

bimmerzs

01/14/2009, 04:08 AM

Received the impeller today, will be getting it installed after work this morning to hopefully get the skimmer going 100%. Did ya'll read the email about pinwheel's etc., that I sent? Anyway.... thanks for finally getting this out to me before the rest of my sps was lost.

MSX-Rob

01/14/2009, 08:15 AM

Glad to hear that it arrived. Let me know if you need any instruction or guidance in installing it.

I did not receive an email regarding pinwheels.

bimmerzs

01/15/2009, 02:51 AM

<a href=showthread.php?s=&postid=14152174#post14152174 target=_blank>Originally posted</a> by MSX-Rob
Glad to hear that it arrived. Let me know if you need any instruction or guidance in installing it.

I did not receive an email regarding pinwheels.

Ahhh...yes you did, unless the address below is incorrect. I asked if the pinwheels that I have, could be contributing to my no start problem since the pinwheels were purchased to help eliminate no start/noise issue. I also asked about my purchasing an impeller shaft so you could send it along with whatever parts you deemed necessary. I luckily found smeone local that sold me their spare shaft assy. Feel free to apologize for calling me a liar. :mad2:

From: Ron Cain <ron_c525@yahoo.com>
Subject: Re: MSX250 Impeller Issue
To: "Rob Baker" <rob@marinesolutionsinc.com>
Date: Tuesday, December 23, 2008, 12:12 AM

Rob, I'm not sure of the pieces needed here other than an impeller. I do know that the pump running with that piece loose created a very unbalance shaft which was probably the source of all the noise. Neither pump starts up 100% of the time but the one with the issue has to be pretty much taken apart in order to get it going sometimes, it' almost like it's binding up. I purchased this before the price drop and also before the pinwheel's were included as standard so I wound up buying the pinwheel's from some site that was mentioned on the MSX thread on reefcentral. Not sure if they contribute to the no start issue but I would think at least one pump would start reliably. Not sure if you want to swap one of the motors out or just replace the impeller. I'm down to one pump working right now, I had the pump apart again tnight and somehow lost the little red piece that goes on the bottom of the impeller. Please let me know how much it cost for one of those are or a ceramic shaft or however it comes and I will send payment and you can ship it with whatever part's you need to send. Taking the pump apart as much as I have had to is really inviting trouble and I finally had something happen. I no longer have backup skimmer and not sure how well it skim's with one operational pump. I did reinstall the pump but one is not plugged in and I have the adjustment pipe nearly closed in order to raise the water level in the skimmer body enough to skim. Looks like it's not gonna be a good holiday for me here with half a skimmer working. Ya'll probably will be closed during tjhe holiday's so I guess I will be waiting a bit. Regards,

MSX-Rob

01/15/2009, 11:05 AM

bimmerzs-

Let's get this back on the up and up. I do not really this I called you a liar, if you perceived it this way, then I truly am sorry. It is often hard to tie a screen name on ReefCentral to a real customer's name in our database or on an email received.

All this being said, are you operational right now? Do you need anything else from me? I want to help.

Rob

bimmerzs

01/17/2009, 01:43 AM

Operational...well both pumps are running now however the same pump still makes a rattling noise and still having restart issues with both pumps. I asked about the pinwheels possible contributing to the no start issue. I purchased the PW's prior to ya'll releasing your version trying to solve the noise/restart issue, that's when I found the problem with the impeller. Both impellers shows evidence of rubbing and wear, I have swapped them between pumps previously to see if that makes a difference so don't really know if just one pump is rubbing or not. I do know that I still have restart issues, lot's of rattling and inconsistent skinmming. It seems like the pump's are catching intermittently if that makes since. there is slight hesitation's for sure. I'm pretty sure I purchased the skimmer right at the time ya'll were still getting pumps sent back for machining the pump's/volutes, so is it possible this is part of my problem. I see no other reason that there could be rubbing, either the pinwheels have an issue(which noone else reported) or something else is causing the rubbing etc. I should not have to twist and turn the pump etc., to get these to start with the PW's. The skimmer is sitting in 9" of water and I have varied the depth between 8"-10", the water level is constant in the area it's in, the wedge pipe is still nearly closed, one inch rotation and it would be closed...that's not right. I really wish I would have kept a back-up skimmer.

MSX-Rob

01/17/2009, 07:58 AM

Are you able to take a picture of the pump face,I will be able to tell if you have a machined pump. If you bought the skimmer back in those days, then this could be something to look at. If you are running a pinwheel impeller, this should be a non-issue.

Are you running our pinwheels, or someone else's? It sound like you did not get them from us.

Do you have the reducers in the inlet of the pump?

bimmerzs

01/18/2009, 01:34 AM

<a href=showthread.php?s=&postid=14175799#post14175799 target=_blank>Originally posted</a> by MSX-Rob
Are you able to take a picture of the pump face,I will be able to tell if you have a machined pump. If you bought the skimmer back in those days, then this could be something to look at. If you are running a pinwheel impeller, this should be a non-issue.

Are you running our pinwheels, or someone else's? It sound like you did not get them from us.

Do you have the reducers in the inlet of the pump?

I didn't read this before leaving for work, had the pump apart again today and could have taken a pic. The reducers are installed using a wrap of teflon to keep them flush as they should be and airline tubing were also replaced. Running pinwheels, all I remember is that they were "octo" pinwheels that were available prior to ya'll pinwheel either not being ready or not available yet...not 100% sure of the details I just remember the pinwheel's were not included when I bought the skimmer and I was trying to get rid of the no start/ noise issue, couldn't get a response/reply from ya'll, so I searched online for a solution and the "octo" pw's were a possible solution. I found the impeller problem shown in the pic I sent to ya'll when I took the pumps apart to change to the PW's. I don't recall anyone having issues with the "octo" version PW's but.... I don't know. I do know that I'm not a happy camper right now, I really am on the verge of tossing this thing. I can't watch anymore of my sps bite the dust, I was so much better before this "upgrade". As I mentioned earlier, I work a night shift right now so I'm basically losing a day everytime we correspond. I will pay half of the shipping if ya'll can just send 2 used, new or refurbished pumps out to me. As long as they work it's fine then I can ship mine back to ya'll, hold a deposit on a cc or whatever we need to do to get me back up and running. I will be out of town on business Monday - Wednesday this coming week.

bimmerzs

01/19/2009, 11:53 AM

Hello....anyone home. Can I please get a reply to my above question. I did not get a chance to take a pic of the pump's before leaving out of town, hopefully you are not waiting for me to get back in town. I really hope there no power glitch while I'm away since the chance of both pump's starting up is less than 5%.

MSX-Rob

01/19/2009, 02:45 PM

Bimmerz-

I am not sure what else I can do short of asking that you send me both of your pumps. We will either fix them or replace them.

We do not have loaner pumps available, otherwise I would offer to cross ship you a couple.

Marine Solutions
5012 Lytle Rd
Waynesville, OH 45068

Please print this message out and place it in the package.

Your scenario is a new one to me. At this point I would rather not waste anymore of your time, I would prefer to remedy this in one action.

As for the other pinwheels you are running, I can not speak to them. I have never had one in my shop - I would suspect that there would be no issues with them.

Thanks,

Rob

bimmerzs

01/20/2009, 12:01 AM

<a href=showthread.php?s=&postid=14191959#post14191959 target=_blank>Originally posted</a> by MSX-Rob
Bimmerz-

I am not sure what else I can do short of asking that you send me both of your pumps. We will either fix them or replace them.

We do not have loaner pumps available, otherwise I would offer to cross ship you a couple.

You don't really expect me to pull my pumps off, ship them to Canada and leave my system totally without a skimmer do you. I cannot fathom this being the only option when the whole world know's that you do have a 9 month old MSX250 that you used in the skim-off which, was apparently not needed if it was available for a skim-off. You still would have the MSX1A and MSX2S left to skim your system wouldn't you. Please don't fault me for having zero confidence in getting any kind of decent turn-around even if I did send the pump's in, I have spent months trying to get a reply/response and if this public forum never went up, I feel like I still would be trying to get ya'll to respond. There must be another option like sending your style pinwheels out, in order to eliminate the one's I have as being the problem or better yet send me the Shortened Receiver for Sicce PSK-2500 in case the pumps I have are not machined. I did pay full price for the skimmer before the pinwheels were included with them and before the large price drop. I also asked about two weeks ago now, for you to include your style pinwheel's out with the impeller that was sent, I even offered to pay for them but I get the feeling that my email wasn't even looked at.......like the many others I have sent over the month's. Ya'll need to step up and send me the two above items, I will pay for them if necessary, I just ask that ya'll at least pay the shipping and please don't drop it in the mailbox like the mpeller that took forever to arrive. Let me know how to get these ordered. :eek2: :eek2:

MSX-Rob

01/20/2009, 08:39 AM

Bimmerz-

We are not located in Canada, we are in Ohio.

Once again, I want to help you. Please help me help you.

At this point, I am not going to continue to send you parts that may or may not fix your situation. If you would like me to fix your problem, send me your pumps. I will turn them around within a day of us receiving them. This is going to be your lowest cost option.

Once again, our address is:

Marine Solutions
5012 Lytle Rd
Waynesville, OH 45068

bimmerzs

01/20/2009, 11:59 AM

<a href=showthread.php?s=&postid=14197436#post14197436 target=_blank>Originally posted</a> by MSX-Rob
[B]Bimmerz-

We are not located in Canada, we are in Ohio.

Once again, I want to help you. Please help me help you.

At this point, I am not going to continue to send you parts that may or may not fix your situation. If you would like me to fix your problem, send me your pumps. I will turn them around within a day of us receiving them. This is going to be your lowest cost option.

It's amazing that you try to sound as if you have sent me numerous parts in a attempt to fix my issue, when in actually you have only sent out a single impeller that took a week and a half to reach me. AI could not get a return email or someone to answer phone call's for months and you say that you want to help me, well please stop helping me. At this point I really wouldn't trust that I would have my pumps back within a reasonable period of time and I really hope that customer service becomes a higher priority in your company's business model. I'm done trying to deal with ya'll, the money lost trying to keep faith in ya'll finally doing what's right has taught me a valuable lesson.......you get what you pay for when purchasing a knock-off product. Either poor product performance or poor customer service usually result's form this and in this case the poor customer service definatedly dominates. I just want to get my skimmer going and ya'll made the ordeal much worse with complete ineptitude. I will fix this myself, I will order what I feel is necessary from your website and be done with it, if it doesn't work out then I would rather run it over with a car, than deal with your company ever again. Looks like I'll may be shopping for a real skimmer soon. Thank you for your time, sorry to bother ya'll.

SHOmuchFUN

01/20/2009, 02:18 PM

If you're running a MSX 250, don't you have two pumps running on your skimmer? If you're worried about the turn around, why not send one pump in at a time? You'd still have one pump running on your skimmer, so it's not to say that returning one pump would render you skimmerless.

<a href=showthread.php?s=&postid=14198914#post14198914 target=_blank>Originally posted</a> by bimmerzs
It's amazing that you try to sound as if you have sent me numerous parts in a attempt to fix my issue, when in actually you have only sent out a single impeller that took a week and a half to reach me. AI could not get a return email or someone to answer phone call's for months and you say that you want to help me, well please stop helping me. At this point I really wouldn't trust that I would have my pumps back within a reasonable period of time and I really hope that customer service becomes a higher priority in your company's business model. I'm done trying to deal with ya'll, the money lost trying to keep faith in ya'll finally doing what's right has taught me a valuable lesson.......you get what you pay for when purchasing a knock-off product. Either poor product performance or poor customer service usually result's form this and in this case the poor customer service definatedly dominates. I just want to get my skimmer going and ya'll made the ordeal much worse with complete ineptitude. I will fix this myself, I will order what I feel is necessary from your website and be done with it, if it doesn't work out then I would rather run it over with a car, than deal with your company ever again. Looks like I'll may be shopping for a real skimmer soon. Thank you for your time, sorry to bother ya'll.
And if you think that this type of post expedites the customer service process, you're completely wrong. It only accentuates your ineptitude to reason.

I personally want to thank Rob and Jeff for being here to answer everyone's questions and use this forum as a resource for their customer service. It is very helpful and they have been very responsive from what I've seen. I look forward to receiving my skimmer and if I have any problems with it, I know that they will be responsive in helping me rectify the situation. :)

bimmerzs

01/20/2009, 02:35 PM

Actually if you remove one pump you would need something to block the port it came from in order to continue skimming with one pump. Since you don't know all the fact's, I will refrain from replying to your comments since this is not a forum for dialogue. Hopefully you won't have issues and if you do, I hope they are addressed in an expedicious manner.

MSX-Rob

01/20/2009, 03:39 PM

<a href=showthread.php?s=&postid=14198914#post14198914 target=_blank>Originally posted</a> by bimmerzs
It's amazing that you try to sound as if you have sent me numerous parts in a attempt to fix my issue, when in actually you have only sent out a single impeller that took a week and a half to reach me. AI could not get a return email or someone to answer phone call's for months and you say that you want to help me, well please stop helping me. At this point I really wouldn't trust that I would have my pumps back within a reasonable period of time and I really hope that customer service becomes a higher priority in your company's business model. I'm done trying to deal with ya'll, the money lost trying to keep faith in ya'll finally doing what's right has taught me a valuable lesson.......you get what you pay for when purchasing a knock-off product. Either poor product performance or poor customer service usually result's form this and in this case the poor customer service definatedly dominates. I just want to get my skimmer going and ya'll made the ordeal much worse with complete ineptitude. I will fix this myself, I will order what I feel is necessary from your website and be done with it, if it doesn't work out then I would rather run it over with a car, than deal with your company ever again. Looks like I'll may be shopping for a real skimmer soon. Thank you for your time, sorry to bother ya'll.

If you decide you want to send me your pumps, the offer still stands.

bimmerzs

01/23/2009, 01:06 AM

Rob,

My issue is resolved, took a micrometer to all parts and found the pumps did not mic out the same. Both pumps were soaked in a vinegar bath and retested, same issue with noise/restarting occurred. Bought a dremel, and pretty much matched both pumps/volutes etc. Any area that it looked like there was contact, it was sanded down them all micrometers readings were them brought together. Not sure if this was the best course of action but the pumps are working 100% and restart reliably with the pinwheels. Not sure why this would occur with pw's and really can't say 100% that it was machining issue, pw issue or combination of both. It's skimming like a big dog now and I had to open up the wedgepipe quite a bit. ;)

Cheers,

MSX-Rob

01/23/2009, 08:02 AM

I am glad to hear your skimmer is running as expected, they truly are great performers.

The only part that we machine is the very top portion of the "face" of the pump. If you had some oddities within the pump, it must have come from the manufacturer of the pump that way.

finless

02/03/2009, 06:52 PM

Wow! what a ride:D

Harry_Fish

02/12/2009, 02:18 PM

Finless,

Are you That Finless???????

The one who flys a T-Rex (or at least used to)?

Fun $ Pit

03/31/2009, 02:50 PM

Need to contact Customer Support? 877-422-3242

Ok - Just tried calling this number for the first time and I get call cannot be completed as dialed.

Need to order some Sicce parts.. lol

MSX-Jeff

03/31/2009, 10:12 PM

Sorry, There was an issue with the VOIP server that got resolved this evening.

We will be available tomorrow :)

fernandokng

04/08/2009, 08:08 AM

Jeff,

What is the longevity of the Sicce PSK 2500 pump? I bought one from you guys a few months back, and it worked well, until this yesterday.

I've been running it on PinWheel, but yesterday, after I shut it off to clean the skimmer cup, I couldn't get it to restart when I turned on the power...

The pinwheel doesn't really move, I tried sticking a rod in there to get it to budge. It rattles a little bit and then stops. I've opened it up, checked the inside, and nothing is clogged. All looks good.

I also soaked it in vinegar/water yesterday, and tried this morning. No luck either.

Can you help? Thanks.

MSX-Rob

04/08/2009, 10:49 AM

If your pump is still under warranty, we will be happy to repair or replace it.

Please shoot me an email at admin@marinesolutionsinc.com and we will get the process started.

thanks,

Rob

fernandokng

04/08/2009, 11:34 AM

Thanks for the quick response Rob!

I'll send you the serial number in the pump when I get the chance.

fernandokng

04/15/2009, 01:17 PM

Ok seem to have fixed it. The rod in the middle of the magnet was jammed tight, and wasn't moving. I dislodged it and now it's rocking!

MSX-Rob

04/15/2009, 03:07 PM

The shaft in the middle actually stays stationary. The impeller assembly spins around on it.

I am glad to hear that you are operational. Let us know if you have problems.

krowleey

05/03/2009, 05:46 PM

<a href=showthread.php?s=&postid=14221243#post14221243 target=_blank>Originally posted</a> by bimmerzs
Rob,

My issue is resolved, took a micrometer to all parts and found the pumps did not mic out the same. Both pumps were soaked in a vinegar bath and retested, same issue with noise/restarting occurred. Bought a dremel, and pretty much matched both pumps/volutes etc. Any area that it looked like there was contact, it was sanded down them all micrometers readings were them brought together. Not sure if this was the best course of action but the pumps are working 100% and restart reliably with the pinwheels. Not sure why this would occur with pw's and really can't say 100% that it was machining issue, pw issue or combination of both. It's skimming like a big dog now and I had to open up the wedgepipe quite a bit. ;)

Cheers,

happy you were such a tool now? or were you just on a drinking binge?