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Leonard
02/13/2017, 08:41 AM
I've used their online email submission form twice and have not received any replies. Does anyone have a trick how to reach their tech support?

Salty150
02/13/2017, 11:27 AM
I've used their online email submission form twice and have not received any replies. Does anyone have a trick how to reach their tech support?

Seems to be the norm for EcoTech.

jubjub47
02/13/2017, 01:47 PM
I've never used that route, but I called them this morning and had a resolution within 5 minutes.

scuzy
02/13/2017, 02:25 PM
I usually call. Works great


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RegalAngel
02/13/2017, 05:08 PM
I've used the online email twice...both times got my answer.
Just got my last reply today.

MarkW64
02/13/2017, 06:46 PM
phone call during business hours -- I've always been answered by someone ready and able to patiently solve my problem, or just answer my questions.

mfinn
02/14/2017, 08:11 AM
Phone call

Alex Y EcoTech
02/14/2017, 02:54 PM
Seems to be the norm for EcoTech.

We return all emails within 24 business hours. Please make sure you're emailing [email protected]

Salty150
02/14/2017, 03:04 PM
We return all emails within 24 business hours. Please make sure you're emailing [email protected]

24 "business" hours is 3 days...

Ebone
02/14/2017, 03:14 PM
i've never had any issues just calling, quick and easy

Reeefer
02/14/2017, 10:45 PM
First time I reached out, I filled out their online submission and NEVER received a reply. However, they will answer their phone and solve your problem. Just called them last week and received parts less than a week later.

Alex Y EcoTech
02/15/2017, 08:24 AM
24 "business" hours is 3 days...

Salty,

I'm unsure why you're so displeased with our customer service. If you have a specific issue with a product or our customer service, I would recommend you contact me directly. Currently I'm extremly busy training several new employees to further enhance our service, but you will receive a response within 1 business day. [email protected] Attn: Alex

jccaclimber
02/18/2017, 10:01 PM
I've used their online email submission form twice and have not received any replies. Does anyone have a trick how to reach their tech support?

I've used their online form a couple times and I always get a reply in a day or so. Are you getting the automatic "Request Received: [your subject here]" then not getting a reply (ie forgotten), or not getting that (ie lost in the ether)?

bowlopho
02/24/2017, 06:02 PM
Have you checked your junk mail!

luisagos
03/03/2017, 08:20 PM
Salty,

I'm unsure why you're so displeased with our customer service. If you have a specific issue with a product or our customer service, I would recommend you contact me directly. Currently I'm extremly busy training several new employees to further enhance our service, but you will receive a response within 1 business day. [email protected] Attn: Alex


Sorry you guys do not answer your emails.

I get the noticed that we received your email, and someone will contact you soon.
I never do get the message returned.

I did RMA on a reeflink that the firmware went bad, it's been months even might be longer that that.

Thank you for contacting EcoTech Marine’s Customer Support Department. Your request (#178915) has been received and is being reviewed by our support staff. You should receive a response from a customer support representative within 1 business day of submitting your request. In the meantime, feel free to check out our frequently asked questions on our community page at http://support.ecotechmarine.com. You can also visit our website at http://www.ecotechmarine.com/ where you can read through our Product and Support pages.

4 days later no answer.

Salty150
03/03/2017, 08:34 PM
No, they do not answer their emails - as several people in just this one thread have pointed out.

And when they do happen to answer them (after many tries) - they are callus and rude.

Alex finally responded when I sent him an email to his email as directed - and when I asked if I could purchase certain items I could not find on their website - I was told by him to go to their website and look for them myself...

Stellar customer service... :eek2:

SPotter
03/08/2017, 11:03 AM
first I think ecotech has the amazing customer service...once you get in touch with them. I think its funny that after all of these years and people saying they aren't getting responses to emails that ETM still says that they will respond to emails within 24 hrs. I think ETM needs to take it to the next level and create live chat sessions as well as expand their customer service hours. M-F, 9 to 5 just doesn't cut it anymore. For those that hold down fulltime jobs and work during those would have to take time off of work just to have their problems addressed.

luisagos
03/08/2017, 06:14 PM
first I think ecotech has the amazing customer service...once you get in touch with them. I think its funny that after all of these years and people saying they aren't getting responses to emails that ETM still says that they will respond to emails within 24 hrs. I think ETM needs to take it to the next level and create live chat sessions as well as expand their customer service hours. M-F, 9 to 5 just doesn't cut it anymore. For those that hold down fulltime jobs and work during those would have to take time off of work just to have their problems addressed.


I agree on the amazing customer support, but that was a long time ago.

They must have some new managment running support, because clearly it's not the same support we use to get.

mfinn
03/08/2017, 07:32 PM
I have no problem with the service I get from Ecotech.
But I am proactive.
I like to call if I happen to have a problem.

I don't write a post on a forum or email and then sit and wait for them to respond.
I find time to get in touch with them. With as much money as I have invested in my reef, I don't sit and wait on anybody.

Eastamherstbias
03/08/2017, 11:38 PM
Usually I just call. Fast and efficient.

SPotter
03/09/2017, 06:11 AM
I have no problem with the service either because I know the best way to reach them is to call. My point is that there are hobbyists who might not have the ability to make calls during normal ETM business hours because of the type of job they have. The fact that people continue to say that they aren't getting responses to their emails and ETM continues to say that they will respond to all emails in 24 hrs says to me that there is a problem there. I think if they could provide extended hours especially for people on the west coast or create live chat assistance it would take them to the next level.