Royal exclusiv will not warranty their products in Canada

[MarkoD]

After 2 months of headache with these guys I think everyone should know this before buying their expensive products.

Proline aquatics no longer deals with royal exclusiv.

As a result there is no warranty support. It's also not possible to get any parts locally in Canada.

I contacted royal exclusiv directly to get an impeller for a red dragon pump. The impeller is 188 euros and then they quoted me 100 euros for shipping to Canada.

This is by far the worst service I've ever encountered in the reef hobby. Especially for such a "premium" product.

Just thought people should know before paying thousand plus dollars on a bubble king skimmer

[Skimmerking]

Marko D ya lots of people are screwed WRt the Vertex skimmers unfortunately did you contact Jeremy on RC at premium aquatics I just posted a thread on Grizz WRT a skimmer. PM me what you are looking for and I can pull some magic for ya. ok

its not the BK that has the problem its Vertex wont warranty their pumps now, cause they don't have anything to back it up with.

[MarkoD]

I contacted premium aquatics and they told me they can only order a pallet at a time so my impeller would cost 400 to ship

[Skimmerking]

shoot me your number I will call you ok pm me

[Jeremy B.]

Originally Posted by MarkoD

I contacted premium aquatics and they told me they can only order a pallet at a time so my impeller would cost 400 to ship

This is not true, at no point in time did I tell you that the impeller would be $400 to ship and that we can only order in pallet quantity. I was trying to help you with warranty, however I needed to get the impeller assembly back from you to do so. You told me that Proline held onto the impeller and then threw it away, so there is no way for me to get it back.

Moving forward, I offered to get the impeller for you at our cost since we couldn't do warranty from Proline throwing your impeller in the trash. Here is the copy of the email that I sent to you....


On 2013-06-27, at 9:27 AM, Jeremy Brower <jeremy@premiumaquatics.com> wrote:

I apologize, I'm just trying to help out here and this is the first I'm in the loop on it. Replacement cost of the impeller would be $170 (this is $35 below our retail on it). Shipping via USPS would be the cheapest to you, and probably around $15 - $20. If you let me know immediately I can probably still get this added to our parts order that is leaving Germany either tomorrow or Monday, and will be here in about 10 days.

Thanks,
Jeremy Brower
PremiumAquatics.com
6050 E Hanna Ave #4
Indianapolis, IN 46203
317-895-9005
317-895-9395 fax

Again, I apologize we couldn't help anymore with warranty, but without the item in question for warranty there really is nothing we can do, I'm sorry.

Furthermore, we actually have motorblocks and impellers in stock currently from Royal-Exclusiv that they gave us for warranty purposes, free of charge to us. Anyone who has a warranty issue with an original invoice from purchase is more than welcome to contact me for help with this.

I really don't think it's really anyone elses business to know what happened with the relationship between Royal-Exclusiv and Proline, or Royal-Exclusiv and Vertex. That's between those companies only, and their business, and the info should not be privy to anyone outside of those entities as long as customer are being supported with warranty on all product lines, which they still are.

[Royal-Exclusiv]

Thanks, Jeremy, for clear up the Situation...

best regards to Canada... Klaus Jansen

[MarkoD]

Originally Posted by Royal-Exclusiv

Thanks, Jeremy, for clear up the Situation...

best regards to Canada... Klaus Jansen

I'd still like to know why you quoted me 100 euros ( 136 Canadian dollars) to ship something small like an impeller?

Giving ridiculous shipping quotes and not offering a secure way to make payment just makes it look like you don't wanna help the customer and just want to brush them off

[Zoaelite]

Wait so let me get this straight;

MarkoD lied about pricing, service, time span and then got onto the soap box to troll you??!

This guys my favorite, please don't ban him again Netflix is far to pricey.

[MarkoD]

This happened before I directly contacted you. I got a reply from customerservice@premiumaquatics.com that said:

"We would not be able to have it shipped direct to you. we would have to have it shipped to us 1st the estimated shipping cost would be around $400. We suggest that you contact Royal Exclusiv website. They may be able to ship it direct and help save you on the cost.

Thanks"

Originally Posted by Jeremy B.

This is not true, at no point in time did I tell you that the impeller would be $400 to ship and that we can only order in pallet quantity. I was trying to help you with warranty, however I needed to get the impeller assembly back from you to do so. You told me that Proline held onto the impeller and then threw it away, so there is no way for me to get it back.

Moving forward, I offered to get the impeller for you at our cost since we couldn't do warranty from Proline throwing your impeller in the trash. Here is the copy of the email that I sent to you....


On 2013-06-27, at 9:27 AM, Jeremy Brower <jeremy@premiumaquatics.com> wrote:

I apologize, I'm just trying to help out here and this is the first I'm in the loop on it. Replacement cost of the impeller would be $170 (this is $35 below our retail on it). Shipping via USPS would be the cheapest to you, and probably around $15 - $20. If you let me know immediately I can probably still get this added to our parts order that is leaving Germany either tomorrow or Monday, and will be here in about 10 days.

Thanks,
Jeremy Brower
PremiumAquatics.com
6050 E Hanna Ave #4
Indianapolis, IN 46203
317-895-9005
317-895-9395 fax

Again, I apologize we couldn't help anymore with warranty, but without the item in question for warranty there really is nothing we can do, I'm sorry.

Furthermore, we actually have motorblocks and impellers in stock currently from Royal-Exclusiv that they gave us for warranty purposes, free of charge to us. Anyone who has a warranty issue with an original invoice from purchase is more than welcome to contact me for help with this.

I really don't think it's really anyone elses business to know what happened with the relationship between Royal-Exclusiv and Proline, or Royal-Exclusiv and Vertex. That's between those companies only, and their business, and the info should not be privy to anyone outside of those entities as long as customer are being supported with warranty on all product lines, which they still are.

[Zoaelite]

Originally Posted by MarkoD

This happened before I directly contacted you. I got a reply from customerservice@premiumaquatics.com that said:

"We would not be able to have it shipped direct to you. we would have to have it shipped to us 1st the estimated shipping cost would be around $400. We suggest that you contact Royal Exclusiv website. They may be able to ship it direct and help save you on the cost.

Thanks"

Wait... You followed their advice... got a better price... and still tried to drag their name through the mud?