Fun with power outage (dead return pump)

rishu_pepper · #1 11-20-2015, 03:22 PM

Quote:

Originally Posted by BC564

Ok I have to ask because I do not understand why you would expect a manufacturer to replace an item or why would any manufacturer replace anything plugged in that failed after a power bump, surge, brown out or failure? If you want to protect your stuff put a surge protector on your main power distribution panel. If your TV or Fridge had stopped were you expecting them to replace it or do anything for you?

Because they specifically said on their website that they will RMA any defective/damaged products, providing that I didn't take a gun and shoot it through the pump. Neptune, as much as I bitch about my sucky Apex, has always provided customer service and walked me through fixing my Apex when power outages caused it to go crazy (which it has, once again...), and they do it for free.

Fish Street emailed me back eventually and said they would send me a new pump but I have to pay for the shipping which is $65 USD... When a brand new one (with controller/power supply) costs less than twice that, I just left it alone.

BC564 · #2 11-20-2015, 03:34 PM

Defective/damaged parts isn't and never will be an open invitation to replacing a piece of equipment that was damaged from something outside of normal use. A power outage/surge is not a manufacturers defect. If something other then shipping happens that damages it, you will not get anyone to cover it.....if it fails for no apparent reason then you will have a case as a warranty issue based on a defective part. Other than that....take care of your stuff. Like I said before, if you want to protect your household items....for about $150 you can get a surge protector. But to come online and bash a manufacturer or a store that wont honor an unrealistic request is ridiculous.

rishu_pepper · #3 11-20-2015, 04:28 PM

I will admit that your point is fair and I won't pursue this current pump issue further. But I just want to make a comparison in regards to product/customer service in general.

Case in point: Logitech. Over the years I have had many Logitech products, like gaming headsets, high quality headphones, mice, keyboards, harmony remotes, etc. Every single time there was a problem (and with electrical products, there's always bound to be failures), whether it was my own fault or the item's defectiveness, whether I just bought it or it's been years since I have owned it, Logitech has ALWAYS stepped up with amazing customer service. I was never charged a single cent for shipping replacement items to me or me shipping the defective item back to them for repairs. Several times they even sent me a brand new replacement without me sending back anything, and that's when it was long out of warranty (3+ years). Now that's the kind of customer service/faith in product that I can relate to, and that's why I will always support them.

Maybe I've been spoilt by this and expect the same from other companies.

rsisvixen · #4 11-20-2015, 05:09 PM

Hmmm, I don't know that anyone was bashing products or stores. Maybe mild annoyance and general irritation

Power is back on for me-everything seems fine but for 1 anemone, its now vanished into the rock work either to die or split, we shall see I guess.

WarDog · #5 11-20-2015, 06:58 PM

Quote:

Originally Posted by rsisvixen

Hmmm, I don't know that anyone was bashing products or stores. Maybe mild annoyance and general irritation

That's what I took from this thread also. Let's keep it civil people.

BC564 · #6 11-20-2015, 07:18 PM

So writing an angry email to Fish Street and then stating that they are not willing to pay and that was not a surprise? Then to say build a dream tank, spare no expense so not using Jebao stuff? This is not Fish Streets issue.....and its not a Jebao quality issue. Its a power outage that wrecked something and the blame is being put in the wrong place. Call your power company.

SeaHorse_Fanatic · #7 11-20-2015, 08:32 PM

Quote:

Originally Posted by BC564

So writing an angry email to Fish Street and then stating that they are not willing to pay and that was not a surprise? Then to say build a dream tank, spare no expense so not using Jebao stuff? This is not Fish Streets issue.....and its not a Jebao quality issue. Its a power outage that wrecked something and the blame is being put in the wrong place. Call your power company.

Everyone has dropped this issue. The pump is now working. A mod has asked nicely to keep it civil (ie. let it go). So, let's move on.

Perhaps a mod could just close this thread. Problem solved. OP's pump is working again and has my spare pump just in case. No longer any need to keep this open and have more drama. JMO.

Anthony