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garrick
05/28/2009, 09:00 PM
I recently ordered a 25 gallon EcoCube aquarium with the metal halide pendant fixture.

The tank itself is beautiful and the stand was well-documented enough that I feel I've made a solid base out of the thing even with my limited abilities with tools.
Just before the tank arrived, I got an email from Customer Service telling me that the pendant was back-ordered and would be a few weeks late. If I'd have wanted to cancel or change my order, they offered to let me do so.
Being in no big hurry, I let them know that I could wait.
Much to my surprise, the pendant arrived within a couple of days.
While I was grateful, I noticed a dent in the fixture itself. These things must be a pain to ship, and I figured this was probably pretty common.
You have to admit if you've seen the fixture, no one has neutral feelings about it. Either people hate the look of the disco ball or they love it because, "Hey! Disco ball!" I'm firmly in the second camp.
Anyway, I contacted Customer Service again to find out if I could possibly pop the dent out myself. I'll admit, I was still a little flushed with my success at assembling the stand.
The reply stated that a replacement was on its way, along with a return shipping label for the dented fixture.
A box arrived. I prepared the dented fixture for return and opened the new box to find an extremely nice wet/dry filter.
Customer Service had been so nice through this process I felt horrible contacting them again.
The response was polite, letting me know that the light was indeed on its way and that it would be awesome if I'd slap a return label on that filter and ship it back at the same time as the light.
The replacement fixture arrived promptly and I've packed up the dented one for return (along with the extremely nice wet/dry filter).
Mistakes happen.
What impresses me about this process was the speed at which my emails were answered and my concerns addressed, as well as the professionalism and overall decency of the support staff.
I highly recommend this product (which I'm slowly filling with fresh RO water right now) and just wanted to get this message posted before turning on the pumps.
Thank you, Drs Foster & Smith. You know a company is good when things go wrong and the customer is still left with a favorable impression.
I'll be placing another order soon.

Thanks again for everything,

Garrick

iFisch
05/28/2009, 10:01 PM
Good to hear.

DFS's customer service is world-class. It doesn't get any better than this! :)

dfs/la2
05/29/2009, 07:47 AM
Garrick,

Thank you for your post. We sincerely apologize that your order had a few complications but we are happy that we could resolve them in a timely manner. We strive to have the best customer service in the industry and we certainly appreciate your compliments.

iFisch,

Thank you for your compliments.

Gwen S.
LiveAquaria (http://Liveaquaria.com)
Drs. Foster and Smith (http://www.drsfostersmith.com)

iFisch
05/29/2009, 01:02 PM
<a href=showthread.php?s=&postid=15096831#post15096831 target=_blank>Originally posted</a> by dfs/la2

iFisch,

Thank you for your compliments.

Gwen S.
LiveAquaria (http://Liveaquaria.com)
Drs. Foster and Smith (http://www.drsfostersmith.com)


Keep up the hard work! We surely appreciate it. :rollface:

herostar
07/10/2009, 09:34 AM
how is the tank working out for you? I'm looking at getting one as they're on sale right now...