|
09/18/2014, 09:41 AM | #2001 |
Registered Member
Join Date: Sep 2014
Posts: 6
|
@ pencil3:
We're really sad to hear, that you seem to be disapointed by ROYAL EXCLUSIV. I'd appreciate it very much if you would give us the chance to find out what went wrong and what we should change to your mind. Just send us a mail and we'll answer in less than 24 hours. We try to improve day by day. Thanks very much for your cooperation! Greets, Matthias |
09/18/2014, 09:50 AM | #2002 |
Registered Member
Join Date: Sep 2014
Posts: 6
|
Hello bayoupr!
You hopefully know, that we're no longer working together with Proline since summer 2013. So I don't know the reason for your bad experience, but please, let me know. I'd be glad, if you could send me a mail to our US office and I'm sure, we will handle it! Thanks a lot and have a good day! Greets Matthias |
09/18/2014, 10:04 AM | #2003 |
Registered Member
Join Date: May 2009
Location: Westslope CO
Posts: 219
|
Matthias
You replied to my email stating you would get back to me the next day. Guess what didn't happen. After a week of nothing I emailed you a reminder. Several days have gone by and still nothing. How else would you expect us to perceive RE? The part that really chaps me is RE is pushing new items and failing to take care of the people that have already invested in your interest! |
09/18/2014, 10:20 AM | #2004 | |
Registered Member
Join Date: Oct 2008
Location: Louisiana
Posts: 1,308
|
Quote:
|
|
09/18/2014, 10:25 AM | #2005 | |
Registered Member
Join Date: Sep 2014
Posts: 6
|
Quote:
We do take care, be sure about that! Your Username in here doen't tell me anything about your real name and your mail. So I'd like to suggest, that you just send again your last mail and you'll see what will happen! Deal? |
|
09/18/2014, 10:27 AM | #2006 | |
Registered Member
Join Date: Sep 2014
Posts: 6
|
Quote:
Whom did you contact for the parts? RE direct or ayour dealer? This really interests me, because we wanna change things that didn't work in the past! Thanks for your support! |
|
09/18/2014, 10:30 AM | #2007 |
Registered Member
Join Date: Oct 2011
Location: Ontario, Canada
Posts: 45
|
I'm not sure where in the line I stand but it's been since February 20, 2014 for me. I have to be near or at the front of the line. That being said I have received an e-mail from Matthias at RE in Florida and he has promised me that I will hear back from him today with a resolution to my problem. I have not felt this positive about my replacement pump assembly since I was first told it would be warranty. I will be sure and let you all know how this works out.
|
09/18/2014, 12:53 PM | #2008 | |
Registered Member
Join Date: Feb 2009
Location: South Florida
Posts: 1,501
|
Quote:
Glad to hear this. As a loyal RE owner maybe I need to broaden my horizons re skimmer selection!
__________________
Doggydoc Current Tank Info: 75 Gallon Rimless Cube |
|
09/18/2014, 02:48 PM | #2009 |
Premium Aquatics Liaison
Join Date: Oct 2008
Location: Online Forums
Posts: 1,162
|
BK arrived today
Message from the shop: We got in 4 pallets today. Still have to unpack and inspect, but should be ready tomorrow.
__________________
Michelle-Premium Aquatics Multi-Media Communications Specialist My email: forums@premiumaquatics.com Retail site: http://premiumaquatics.com/store/merchant.mvc |
09/19/2014, 04:44 PM | #2010 |
Registered Member
Join Date: Jun 2012
Location: Vero Beach, FL
Posts: 159
|
I just bought my first BK skimmer a month ago and after reading this mess I am nothing short of frightened about issues if something goes wrong. I, like many others here have paid for the best and it certainly looks like most are not getting that. I am very impressed with the product but disappointed to read about such ridiculous time frames for replacement parts. They should start sending you two skimmers for one since you will at some point need a backup. Hopefully they can can fix things and the product quality and level of service will be equally impressive.
__________________
Reef Savvy 60x24x18 rimless (Full Zeovit), ATI Sunpower 8x54w, Bubble King DC180 w/RD3, RODC 3500 Return, Neptune Apex, Vortech MP40 QD (2), GHL Doser |
09/19/2014, 05:56 PM | #2011 | |
Registered Member
Join Date: Dec 2007
Location: Largo, FL
Posts: 1,526
|
Quote:
RE - you may have built the best "mouse trap" BUT, if you don't have customer service you will lose your customer basis real fast. Good news travels slow, bad news travels at the speed of light! Just FIX IT!!, you know how to build good stuff, communication is paramount to customer service. Pretty simple to fix, get some computer skills and start answering the mail.
__________________
300G 96x24x30, BK250 Skimmer with Avast Swabbie, LED/T5, Geo CaRx with Masterflex effluent cntl, Zeovite User - Avast Marine Tumbler, Archon control, Vortech MP60,Tunze 6125, & Jebao RW20 making waves |
|
09/21/2014, 12:27 AM | #2012 |
Registered Member
Join Date: May 2011
Location: Southern California
Posts: 2,569
|
Man after recently spending $1300 on a BK skimmer, these comments are really freaking me out. Hope I didn't make a huge mistake by going with Bubble King. After spending mega bucks on a skimmer, there should be no excuse why people are waiting this long for warranty replacements. Blaming the dealers is NOT ok by me. I work in the fast food industry, and if one of my employees or vendors makes a mistake, I apologize and take responsibly. I would NEVER tell a customer, " oh I'm sorry, but it's not my fault, it was my employee that screwed up". Own up to having bad customer service, don't blame other people, and FIX THE PROBLEM!
I owned a Chinese made reef octopus skimmer, and the pump went out while it was under the 3 year warranty. I contacted Coralvue and had a replacement pump within 5 business days. No questions asked.... I now have a ton of respect for Coralvue and their customer service. Also I know people with ATB skimmers which are based out of Europe, and my friend got a pump within 3 days of contacting their USA rep. Being located in Germany is not an excuse either. Sorry for the rant. |
09/22/2014, 06:25 AM | #2013 | |
Super Saiyan
Join Date: May 2007
Location: NorCal
Posts: 2,522
|
Quote:
Couldn't have said it better myself!!
__________________
Elos 160xl | Profilux 3.1Nex ultimate | BK DC200 | (5)Mitras 6200s |(4) Vortech MP40QD | 3155 ATO | Schuran CaRx | Carbon-Doser | Red Dragon return | 500G Starphire FOWLR | BK SM200 | (6) Tunze 6105 |
|
09/22/2014, 06:11 PM | #2014 |
Registered Member
Join Date: May 2012
Location: watchung nj
Posts: 192
|
|
09/22/2014, 11:38 PM | #2015 | |
Registered Member
Join Date: Feb 2010
Location: Huntington Beach
Posts: 2,235
|
Quote:
I could have bought a $300 skimmer and got better service than this. I mean come on, RE is suppose to be the Lamborghini of skimmers but you offer used cars salesman customer/warranty service. I have sent RE an email and no reply. Klaus told me he would email whoever at the FL or RE office and let them know about my situation and nothing, nobody has contacted me. I have emailed premium aquatics WAYYY too many times now and every time the response is "Lets hope RE sent your replacement pump with our latest order or there has been a delay". I am sure premium aquatics have received several of their orders from RE by now and I still do not have a replacement pump. If I didn't pay with paypal, I would have taken it up with my bank by now. I'll never pay with paypal again for this very reason. Last edited by mike810; 09/23/2014 at 12:18 AM. |
|
09/22/2014, 11:42 PM | #2016 | |
Registered Member
Join Date: Feb 2010
Location: Huntington Beach
Posts: 2,235
|
Quote:
|
|
09/23/2014, 07:59 AM | #2017 |
Registered Member
Join Date: Jul 2003
Location: Pa
Posts: 754
|
This is hard to believe RE customer service is this bad on a top of the line product, this is not rocket engineering. You sell a premium skimmer and offer no warranty help, there is something wrong with this picture. I hope they get there CS worked out, I'm not sure why some company's fail to see the importance to take care of customers after the sale. These are not disposable products they are selling! I feel for everyone who is waiting on service, I waited over a year on Deltec and will never buy another product from them! I hope RE and Bubble King does not go the same way as they did.
__________________
Pat Current Tank Info: 225 Coast To Coast SPS reef. T5 lighting |
09/23/2014, 11:23 AM | #2018 | |
Registered Member
Join Date: May 2012
Location: watchung nj
Posts: 192
|
Quote:
|
|
09/23/2014, 07:43 PM | #2019 |
Registered Member
Join Date: May 2011
Location: Southern California
Posts: 2,569
|
This is a real bummer. Looks like bubble king/royal exclusive will soon follow in the Deltec footsteps. At least for future skimmer purchases we still have ATB, which makes great skimmers and according to people I know, have great customer service. This is just unacceptable to me, and had I known this was how RE operated, I would have never purchased one of their skimmers.
Good luck to those having problems, I guess I'll keep my fingers crossed that my DC pump doesn't take a crap on me! |
09/23/2014, 09:00 PM | #2020 |
Registered Member
Join Date: May 2011
Location: Tucson
Posts: 317
|
I have owned ATB and Bubble King and the ATB while being a nice skimmer was not even in the same league as the Bubble King. It sounds like these guys are having a tough time with WTY issues, but why jump on a bandwagon when the issues are not yours? Is the purpose of railroading a brand or a company in hopes that it will improve if you do happen to have a problem.......or do you just want them to go away so you won't have any help at all if something does break? I find any type of public bashing pretty fishy in any case, the bottom line is if you really are having this many issues, what's wrong with a phone call to the manufacturer or a phone call to the vendor who sold you the product. I would think you would be able to dispute a charge with your credit card company or with Pay Pal itself. I will end this little rant by stating one obvious thing, people pay for quality, and if Bubble King was such a bad company especially with anything pertaining to Wty or replacement they would have disappeared a long time before now.
|
09/23/2014, 09:42 PM | #2021 | |
Registered Member
Join Date: May 2012
Location: watchung nj
Posts: 192
|
Quote:
It is very ease to just give opinions when you are not going thru the situation yourself. It is not one crazy person waiting for a replacement part . if you take the time to read this thread before posting you will see that we are several people with the same problem. We pay for quality and I think BK is good quality but you always are going to have some problems and that's why you need costumer service. Unfortunately their costumer service sucks. |
|
09/23/2014, 10:07 PM | #2022 | |
Registered Member
Join Date: Feb 2010
Location: Huntington Beach
Posts: 2,235
|
Quote:
Wow. Have you read the post with people who are having problems? As if we haven't already tried emailing and calling the manufacturer and distributor a dozen or more times. Trust me, if I had not paid with PayPal, I would have already contacted my bank. PayPal only allows 45 days to file a claim and since I already had money in PayPal (PayPal didn't pull money from my bank to cover the transaction). I cannot contact my bank. I am sol! I truly hope your bk does not crap out on you. Then you will know what it's like trying to get warranty service. Waiting 7months plus to get a replacement pump under warranty on a $1300 plus skimmer is not acceptable! |
|
09/23/2014, 10:22 PM | #2023 |
Registered Member
Join Date: May 2011
Location: Tucson
Posts: 317
|
I 100% feel for you Mike, I think I have Klaus card from Macna I am sure I could supply you his direct phone# if you would like or if it would help, I am not a big fan of the bandwagon bashing that's all. Who did you purchase your skimmer from, they can't help resolve your issues?
|
09/23/2014, 11:22 PM | #2024 | |
Registered Member
Join Date: May 2011
Location: Southern California
Posts: 2,569
|
Quote:
Agreed!! |
|
09/24/2014, 02:55 PM | #2025 |
Registered Member
Join Date: Mar 2010
Location: Calabasas, CA
Posts: 1,501
|
Mike: Is your issue stray voltage like Powdermonkey's? If so, you should check his thread about replacing the GFCI that the skimmer pump is plugged into and replacing it an ELCB breaker. GFCI breakers are very sensitive to even low amounts of stray voltage (5mA) while ELCB's won't trip until the stray voltage exceeds 30mA.
I had the same issue with my 240W DC pumps made by another manufacturer (BlueEco) and the fix recommended was either removing the GFCI outlet and replacing it with the ELCB or wrapping the power cord around a ferrite choke (much cheaper). I tried a couple of different ferrite chokes, but neither worked for me so I simply removed the GFCI and replaced it with a regular receptacle and have had no issues since. I can't recommend just removing the GFCI since there is added risk (my research at the time led me to believe very little added risk) so get an ELCB.
__________________
Current tank: 340g AGE peninsula |
Thread Tools | |
|
|