[Ninong]

If Johnson & Johnson had responded that way to the Tylenol crisis, they wouldn't be in business today. http://www.personal.psu.edu/users/w/...ol/crisis.html

[Minh Nguyen]

Originally Posted by Ninong

If Johnson & Johnson had responded that way to the Tylenol crisis, they wouldn't be in business today. .......

Ninong,
I disagree with you on this. While a reef tank and all the animals in it are important to us, It is hardy anywhere near the significant of a human life. I think AS acts very responsible and they do have my support. I continue to use IO. Infact I just got 5 200 g buckets IO via PetSmart (free shipping)
Minh

[Ninong]

Minh,

It is a very similar situation, only the degree of significance is different and the way in which they are responding. They have not publicly warned any of their customers on their website or elsewhere that their product might devastate their reeftank. They have settled claims on an individual basis only after submission of a sample of the defective salt mix. They have not even explained the problem to those whose tanks were affected, they have merely agreed to cover their losses after receiving a sample of the salt mix. I doubt that they have even contacted their vendors to warn them of this potential problem.

In my opinion that constitutes irresponsible behavior regardless of the significance of the lives at stake. There is an implied warranty of merchantability law in virtually state and they are aware of the fact that their product does not perform as implied in their claims. Because they are aware of that fact and have done nothing to prevent future losses, they might also be held liable for consequential damages. They seem keenly aware of their potential liability as they are covering consequential losses for those customers who realize the source of their problems and demand restitution.

In my opinion, they should have recalled all of the defective product from their vendors and warned customers of the potential for disaster. This is what happens with virtually every other manufacturer caught up in a situation like this when there is the possibility of injury to people. I doubt that they would get away with this if they were selling defective dog flea collars that could make little Fluffy very sick or maybe even send her on a one way trip to doggy heaven.

[Ninong]

Minh,

If I were you, I would test every one of those buckets of Instant Ocean salt mix before using them. As you are probably aware, one of the people reporting problems lives in Houston. You may not be aware of the fact that Aquarium Systems has sent him two or three replacement buckets of Instant Ocean that were themselves defective.

Here is a quote from his most recent update in that RC thread:

Just want to update everyone.

Here a short summry of my problem incase noone wants to read through 18 pages.

I bought a bucket of IO a few months ago and came upon this thread so I decided to test my new bucket of IO. To my finding the KH was off scale (too high). Few days later I bought a new IO bucket and tested it, the KH was 16dKH. Contacted Aquarium System a few days later and told them about my problem, they gladly replace my bad bucket of IO. Two weeks later I decided to do another water change with the IO with 16dKH. Tested the new mix just to be sure, and the KH was off scale (guess most of the KH seattle to the bottom of that bucket). Open up the bucket that AS have replace and tested the KH, again KH is off scale. So to this point I have 3 bad bucket of IO. Called AS and told them about my problem. They said it was impossiable that they have sent me a bad batch of salt and ask me to send in the sample of the bucket they have replace for me. They sent out 2 more bucket of IO to my house. Guess what, one bucket was bad and the other one have a KH of 16dKH. I did a water change with the 16dKH and will do another wc in two weeks. Hopefully this bucket will be good.


Just to make a long story short:

I bought 2 bad bucket of IO.
AS sent me 2 bad bucket of IO, maybe 3 (will test it again in 2 weeks when I do another wc)

Now I have gotten so fustrated with AS I don't even want to call them anymore. I have gotten to the point where I have switch salt brand. I know some of you will not belived me, saying that I'm lieing just to get free salt. All I can say is, if you don't belive me, you are welcome to my house for 4 free bucket of IO salt. If you pay for shipping I'll even send it to you.

I'll call AS again tommorow and tell them about my problem. If they say they going to replace my salt, I'll tell them they can stick it up their a$$, eat it, drink it, heck, resell it for all I care cause I'm not going to buy it again.

http://reefcentral.com/forums/showth...85#post2061985

As you are probably also aware, the LFS in British Columbia sold defective Instant Ocean salt mix to customers even after being made aware of the problem by their first customer who had his tank crash. They tested one or two buckets of I.O. salt mix and found them OK, so they figured the problem was confined to the single bucket they sold to the first guy. Wrong! They have had three or four other customers experience tank crashes who purchased their I.O. salt mix from that LFS after the problem was already known.

Other customers in other parts of the country have also experienced the same problem. You are probably aware of the fact that Randy Holmes-Farley tested a sample of defective Instant Ocean salt mix sent to him by a customer in Michigan and measured an astounding 95 dKH. The LFS in B.C. measured dKH above 37.

[Dive_Master]

I called them today. At this time, they are acting very professional. They are sending me a new bucket of salt and asked me to return a sample to them. I have 1/2 bucket left from the second bucket that is bad.

My animals are still dead, dying or are streseed out after two water changes (25% each) using coralife salt.

If they cover my losses, I think I will give them another chance, but will watch the water quality more closely for some time. I have been uisng IO for years and my tanks were thriving.

I have a hard time dealing with what happend, but as a Manager in a manufacturing company, I can understand. As long as they accept the responsibility, I will deal with it.

They told me they are dealing with it on the case by case basis which means they will not publicly announce anything, but I can understand that.

They want to keep the loyal customers happy and not turn away any new customers.

I hope the manager in charge of Quality or Production is getting his ass chewed out. I know, I would if my product had these type of problems.

I read all the posts and cannot beleive what I am reading. This just cannot be true!

I cannot beleive that they would continue to have these probelms. I am not saying that you guys are lying, but this is amazing.

We'll see what happens! If they do not take care of me, I am going to coralife. I spend $100/month for salt. I am sure coralife will love me as a customer.