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05/05/2012, 09:36 AM | #1 |
Registered Member
Join Date: Feb 2010
Posts: 15
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you call this customer service?
I have been a loyal customer for year and have spent thousands of dollars t your store. last week you sent me a pump w/ a cracked housing. I plumbed it in and turned it on to find water spewing everywhere. I called Thursday morning to report the problem and stressed the fact that I needed some kind of replacement over-nighted to me to be received by Friday at the latest. here it is Saturday and day # 4 of no pump. I am very dissatisfied w/ your "customer service" and will be purchasing all future goods from your online competitors as well as let others in my community know the experience I had. it infuriates me that you have been so careless w/ what you know are your customers passions and ignore what is obviously an extremely time sensitive matter. are you going to pay for damages to livestock am die off? like I said, I have spent THOUSANDS of dollars and this is the respect you pay to your loyal patrons. it's ****ed up and you just lost one. this housing better be overnight priority or I will seek legal counsel for damages. this concludes our business.
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05/05/2012, 04:05 PM | #2 |
Registered Member
Join Date: Oct 2008
Location: Louisiana
Posts: 1,308
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Your situation must be the one in a million. Always had excellent service from PA.
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05/05/2012, 04:21 PM | #3 |
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Join Date: Apr 2012
Location: The streets of Bakersfield
Posts: 393
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Slow down Mel Gibson!
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05/05/2012, 04:29 PM | #4 |
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Join Date: Apr 2005
Posts: 168
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breathe
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05/05/2012, 04:31 PM | #5 |
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Join Date: Mar 2006
Posts: 1,157
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WOW Does not sound like premium aquatics at all ,something is not clear here.
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05/05/2012, 04:48 PM | #6 |
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Join Date: Jan 2012
Location: West Palm Beach
Posts: 493
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What were you using before? Can't you use the original pump for the time being? I understand your frustration but I'm sure premium aquatics did not manufacture the pump, they just sell the product. You can't really demand a pump to be overnighted to you at their expense. I'm sure they will make good.
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05/05/2012, 04:49 PM | #7 |
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Join Date: Oct 2008
Location: Louisiana
Posts: 1,308
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j tavares, +1
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05/05/2012, 04:55 PM | #8 |
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Join Date: Feb 2009
Location: Grapeville PA
Posts: 887
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Lol @ the legal action comment. Give me a break
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05/05/2012, 05:02 PM | #9 |
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Join Date: Aug 2005
Location: Rhode Island
Posts: 8,158
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You can very easily prevent livestock loss from any pump failing. Im assuming this is a return pump, so while it may be a PITA, vital equipment like heaters can be placed in the display. Circulation can be made with a powerhead or two.
Receiving a damaged pump is in no way PAs fault, damage happens during shipping. If you demanded they ship overnight at their expense, that is not in any way fair to expect them to do that for something completely out of their control. If you asked for overnight shipping, paid by you, and they failed to do that....then something happened. Have you received any tracking info from them? It is about the smartest thing in the world for anyone in this hobby to have back up equipment should something fail. I have old powerheads going back years, extra heaters, and an exact replacement return pump that I picked up used and cheap. If you have thousands of dollars in livestock, a couple hundred in backup equipment makes sense. I would drop the whole lawsuit threat, you could never win that since PA is in no wrong. Your livestock is not their responsibility. But threatening that will just cause them to ignore you as being irrational.
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Jim Current Tank Info: 120g Mixed Reef and 75g Freshwater |
05/07/2012, 08:00 AM | #10 |
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Join Date: May 2001
Location: Indianapolis, IN / Muncie, IN
Posts: 8,219
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Hi Justin, I'm very sorry for the mixup on the replacement front cover. I just left you a voicemail a few minutes ago as to what was going on, and you should be seeing a replacement front cover for the pump that was damaged arrive to you by tomorrow morning at 10:30am. Please call me if you have any questions, 317-895-9005.
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05/07/2012, 04:14 PM | #11 |
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Join Date: Oct 2008
Location: Louisiana
Posts: 1,308
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Now that's CUSTOMER SERVICE!! Keep up the excellent work PA.
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05/09/2012, 03:03 PM | #12 | |
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Join Date: Mar 2008
Location: Indiana
Posts: 57
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05/15/2012, 08:17 PM | #13 |
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Join Date: Feb 2002
Location: Nashville, TN
Posts: 1,399
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Unfortunately, that's what it's come to these days. People threaten "legal action" all the time, but very few actually know what they're talking about. Maybe there should be some type of a bailout or something....
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Nothin' left to do but smile, smile, smile.... Current Tank Info: 75 reef (2x 250 ReefOptix IIIs, AB 10k bulbs w/ 330 watt VHO, EuroReef RC135 skimmer, multicontrolled Tunze 6095's X2); 40 sps prop tank (Outer Orbit Pro 150, Euroreef CS6-1+ skimmer); 20 softie prop tank |
05/28/2012, 03:02 PM | #14 |
~Just a Farm Boy~
Join Date: Dec 2010
Location: Central Indiana
Posts: 1,651
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Premium Aquatic (family owned) has A+ customer service; you tend to have that with people who really love and care about this hobby. I go there on a regular bases and have not talk to any employee that does not have a saltwater tank and the knowledge that goes with it.
Now the complaint comes from a member here that joined in 2/11/2010 with a total of 13 posts. Now, that’s getting involved. If you click on the complainers ID and view statistics and read all posts, it speaks volumes.
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Sport If you do not test for it, DON'T dose it. Indiana INDMAS Member |
05/28/2012, 07:52 PM | #15 | |
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Location: Melville, NY
Posts: 8
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Quote:
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Ken |
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05/28/2012, 09:55 PM | #16 |
Premium Member
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my problem is this guy is blaming PA for a shipping problem that they fixed why not just have a back up pump. thousands invested and no back up
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If you think you know the answer than ask 3 more people the question Current Tank Info: 200 Gal RR,ATB medium, 4 AI blue sol,230 LBS LIVE ROCK, no sand , 40 GAL sump, airstar1800, 3 tunze 6105 1- 6205 1-6305, Geo 818, profilux3ex with toys |
05/29/2012, 04:07 AM | #17 | |
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Join Date: Nov 2006
Location: Springdale, AR
Posts: 974
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Quote:
Always keep powerheads on hand for emergencies. I'm even going to get a battery powered air pump for power outages. Enjoy. |
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05/31/2012, 07:17 PM | #18 |
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Join Date: Mar 2012
Location: Indianapolis, IN
Posts: 484
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Ya I pretty much agree with all of you on this but I recently found one thing that made me think a bit. First of all ive been trying to figure out why I have high phosphates and I heard hight tds can cause that so I tested the water i get from premium and it was 76!!! To me i think thats kind unaceptable. I geuss i know where my high phosphates came from. If that water i brought home was that high i would also think that everything in their store and also everything the shipout as far as livestock uses that same water. Also when ive been in the store ive seen a few fish espessily blue tangs just floating in the water almost motionless; the way I see that is premium either has not great water quality or the people that deliver the fish to premium do a bad job or maybe a bit of both. Im still a custumer of premium but not exactly a loyal custamer as far as anything live but if I was getting drygood this is the first place id go. Has anyone else noticed this with premium???
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05/31/2012, 07:40 PM | #19 |
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Join Date: May 2001
Location: Indianapolis, IN / Muncie, IN
Posts: 8,219
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It sounds like one I our part time Friday or Saturday guys got you out RO water and not DI. We Only sell DI which is always 0 tds, but sounds like there was a mixup. We use a large RO only system for our fish, invert, and rock system. We then have a smaller RODI system that we use for the coral tanks. Pour out the water you got and bring your containers back in to be filled again.
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05/31/2012, 08:08 PM | #20 | |
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Location: Indianapolis, IN
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06/02/2012, 07:19 PM | #21 |
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Location: Indianapolis, IN
Posts: 484
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I tested another "RO" water jug and it was 174tds!!! Well you guys basicly selling tap water or there was a big mixup.
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06/04/2012, 12:53 PM | #22 |
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Join Date: May 2001
Location: Indianapolis, IN / Muncie, IN
Posts: 8,219
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With the readings you're getting I'd suggest bringing in both some water you got from us, as well as your TDS meter. I have a feeling your meter might be off. I just checked TDS on the RO system and we were at 41, input being 493. Our DI system was reading at 0 TDS, with same input. If you've ever used these containers for saltwater, or anything else, any residue that's left over in there will dissolve and give you a higher TDS reading. Shoot me an email to jeremy@premiumaquatics.com if you want to look into it more.
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06/25/2012, 11:07 AM | #23 |
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Location: Indianapolis, IN
Posts: 484
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Ok just to clear all this up for everyone that read about the high tds thing from premium, i did use probaly all of the jugs for saltwater at some point so that explains alot including the various readings of tds in different jugs. just wanted to clear that up.
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06/25/2012, 02:55 PM | #24 | |
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Location: Missouri - KC area
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Quote:
I've never ordered from PA before but work in Customer Care for a large corporation and the thread title caught my attention. I have to say, after reading this, I will definintely be giving some of my money to PA in the near future. Irony at its finest. |
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06/25/2012, 08:05 PM | #25 | |
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Quote:
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________ ELOS MIDI (36g) with Elos sump, PS200 Skimmer, Elos Aqua Strip LEDs BRS Deluxe Reactor - Teco Chiller - ELOS Osmocontroller |
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