Vortec pump destroyed.....but there is a happy ending.

[reggiepe]

Hi Everyone. I wanted to share an experience I had with the Ecotech Marine Vortech pump manufacturer and one of their suppliers which is Aquarium Specialty. On October 2nd I was anxiously awaiting to get home from work to try out my new pump as FedEx said it was dropped on the proch that morning. Much to my dismay when I got home it was not there. I went upstairs to change so I could go try and find it to see if it got left on a neighbors porch by accident. I just happened to look out the window and down at the dog's kennel and saw the remnants of a cardboard box and bits of something lying around. I ran down to find what was left of my Vortec. You talk about steaming mad. This dog is my son's first dog and she grew bigger than he expected her to get (Lab/Shepherd Mix) That day he almost got his wish for a 'New' small dog The pump and all of it's controls were completely destroyed. Every cable that was attached to a device was chewed flush...so, basically no chance of soldering these back together...plus not sure if I wanted to deal with a fire hazard. I spoke with Scott from Aquarium Specialty numerous times and he put me in touch with Tim from Ecotech to arrange for repair at their facility. During this whole time Scott emailed me almost daily of what I wanted to do and to let me know he was there to assist me. I sent the pump back and within a week Scott got back to me and said that the pump was totally destroyed and would need almost everything replaced. The only thing worth salvaging was the magnets. He said my cost was going to be $225...I thought about it a while and decided that I was better off spending a total of $570 for a working pump than to have spent $345 for scrap. So, I told them to go ahead. Within minutes I received a phone call from Scott at Aquarium Specialty telling me that Tim from Ecotech decided to just charge me $100 for a brand new pump. I was elated at this customer service.You do not find many companies doing this kind of customer satisfaction anymore. So, long story short..(I know, too late for that) I have a wonderful Vortec pump in my tank thanks to Aquarium Specialty and Ecotec Marine. Thanks guys...look forward to doing more business with you. If you need flow in your aquarium.....this thing will do it and more. Awesome product.


Here is the posessed dog. Maybe she just doesn't like expensive aquarium equipment.




Here is the destroyed pump. Please excuse any tears on the equipment. It was a very emotional afternoon.



Moral of the story....Have someplace safe to have your packages dropped if you aren't going to be home. Because anything can happen....anything.

Thanks for hearing my story.

Rich

[Reefland]

Wow, that is a horrible story with a great ending. Glad to here that Scott at Aquarium Specialty and the guys at Vortech took care of you.

Which exact pump did you get?

[reggiepe]

It is the new Ecotech Marine Vortec pump

[Reefland]

Gotcha. I thought that there was more than one model. Do you have to buy a controller seperately or is it combined with the pump?

[reggiepe]

The controller comes with it. It has speed control and a port to plug in a battery backup unit that they sell seperately. and quiet.....this thing is as quiet as they come. I have it hooked to a neptune controller for current/flow, and I have to look at the Xenia to see if it is on.

[The R/C Man]

Rich I am glad everything worked for you.

When companies are willing to go that extra mile to provide great customer service they are creating loyal customers and those people will pass there good experience to others as you just did. I am sure they have earned a few extra customers just from your story. I know I am going to look into there products now......

Thanks for the story!