Vortech Failure

Aqua-Digital · #1 11-28-2010, 11:03 PM

Hi Guys

If the Vortech was purchased through on of our dealers (please ask the dealer for point of purchase) we have a very simple no hassle switch out plan if still in warranty, and if not an at import cost replacement program.

Take the unit to your dealer and they give you a new one. If wet side failure then you get a wet side, if dry side you get a dry side. If both you get both.

We then send the dealer a replacement

We try to offer the best client care where possible with this sort of thing. Just ask Ken at Blue World, his client had one fail and already the new one is on its way from us.

BlueWorldAquatic · #2 11-29-2010, 12:02 AM

I can attest to that.

BlueTang had a mp10 start going noisy, all it took was a phone call to Michael, and I have a replacement whole unit comming for him. I would have replaced it on my end if I had one in stock.

EcoTech support is only good for units purchased in the USA unfortunately.

Ken - BWA

Chipie · #3 11-29-2010, 12:08 AM

I had bought a wet side from one of your resellers in Canada (www.goreef.com) and i asked what to do for repairs or replacement and was sent by the guys fron goreef to Reefwholesale.com even if my wet side was still on warranty.As far as i know it was repaired, not exchanged. So i think you should make this clear to all your resellers. There seems to be some confusion here.

Aqua-Digital · #4 11-29-2010, 12:11 AM

Go Reef is not one of our dealers so we can not hold them to warranty or comment.

Here is our policy
http://www.canreef.com/vbulletin/sho...792#post568792

BlueWorldAquatic · #5 11-29-2010, 12:13 AM

There are actually 2 distributors that I know for the EcoTech line.

Reefwholesale & Aqua-Digital

Just depends on which you go through.

I have had warranty issues with both and both came out with flying colors.

One was a bit brighter than the other.

Ken - BWA

Chipie · #6 11-29-2010, 12:14 AM

So you mean that a fish store can sell your products and not be a reseller?

Madreefer · #7 11-29-2010, 12:15 AM

Quote:

Originally Posted by BlueWorldAquatic

I can attest to that.

BlueTang had a mp10 start going noisy, all it took was a phone call to Michael, and I have a replacement whole unit comming for him. I would have replaced it on my end if I had one in stock.

EcoTech support is only good for units purchased in the USA unfortunately.

Ken - BWA

My dealer told me that his supplier which is in the U.S. told him that either he or myself have to deal with Ecotech ourselves. At being only 4 months old I would think the dealer would replace with no questions asked and deal with Ecotech himself. Not the only problem with this unit as the night mode is wonky on it. He said he would get back to me on monday so we'll see what he says. He seems to want to communicate via email. Maybe i'm too old school but don't find that too cool.

Aqua-Digital · #8 11-29-2010, 12:19 AM

few points here

Ecotech only ask an end user to contact them IF the end user is not sure of the problem, it is best to get first hand assistance rather than relayed through multiple points where the info could get miss read or lost. The dealer of course should be happy to contact the distributor for assistance also.

In regards to resellers - If you are a distributor you are banned from reselling the product yourself to end users. If a reseller buys direct from Ecotech (in bulk) they can not distribute the product to other stores also.

There is a clear line between distributor and reseller for Ecotech and we are strictly bound by it.

Distributor = sells to stores only, banned from selling to end users
reseller = LFS, either buys from registered distributor or buys in bulk direct from ecotech, they are banned from distributing to other stores.

If an LFS buys direct they are liable for their own warranties back to Ecotech and can have their own policies.

Madreefer · #9 11-29-2010, 08:10 PM

Thanks for all of the suggestions. Well I got a call today from Trina at Reefwholesale. They are sending me a brand new pump. For those of you that don't know they are the place to deal with for warranty on the Vortech. Took a little digging around to get a solution to this issue and it has made me feel better about the product. Thanks Trina and Reefwholesale.

Madreefer · #10 12-11-2010, 04:28 PM

Well another rant! Was told that as soon as they receive my MP40 they will send out the replacement immediately. The unit was delivered on Dec.7 at 3:41. Well now on the 11th I get an email saying unfortunately they cannot send out the new one because I did not send the power supply. "Please inform us if you are going to send the power supply or your credit card number so we can charge $58.70 for the cost." Are you frigging kidding me? Take the power supply out and send the damn pump! As if i'm trying to pull one over on them and try to get myself a spare power supply! I got screwed around for a week trying to find out where to get some help for this peice of crap. The only way I got a response was by posting a rant on Reef Central. So I take back my words. The customer service sucks. There goes my plan for putting a MP60 in my tank. Who would pay $799 for something that has crappy bearings in it and has so many compalints within a year of use? I would'nt and I dont recommend this product to anyone, mine failed after 4 months. Sorry people but I had to rant somewheres.