LFS challenges in a slow economy.

[gweston]

AQUA ADDICTS:

I didn't want to write this. But I am going to. I don't like to be critical, but sometimes one has to be in order to attempt to get word out to a local business in an attempt to help them improve. It is up to the business whether or not they want to compete in this economy.

Now, I PREFER doing business with a LFS. I like to support local businesses. When I can't find what I am after however, I won't hesitate to go online. Local businesses however need to leverage one key advantage. Customer service. As soon as a business gives up customer service, they aren't going to get very far, especially when there are other LFS' in the area that are willing to work with their customers.

Now the story:

I bought my Apex & EB8 from Aqua Addicts over a year ago. They had the item in stock. I could have ordered it online, but instead I drove 2 hours round trip to pick this thing up. Why? To support a local business.

Not long after I was looking for an Apex breakout box. I called Aqua Addicts and inquired about it. I was told it wasn't stocked (perfectly fine), and that they would look into getting one and it would probably take a week or two to order. The guy in the store didn't seem to know what it was, so I explained (I was surprised he didn't know about this accessory, as he carried Apex products and even used it in his store). I never got a call back. I checked in a few more times over the next few weeks. Apparently I was forgotten about. So I let it slide. No sale.

About a month ago, a year+ after the last 'event', I needed a new/second EB8 for my new tanks. I inquired with Aqua Addicts IN PERSON at the store, giving myself a good 3 or so weeks head start, hoping to get the thing by the time the tank was ready. Supposedly it was ordered. Again, I ordered this in person and wrote down my name and #. In Person. Did I say in person? A week goes by. I call. Nothing. Another week. Nothing. He had my phone number and I 'ordered' this item. I was told I'd get a call. Never got one. I then took a week off. I was home for an entire week over my son's school vacation. I was ready to swing up and pick up the EB8 on any day. Nothing. Crickets.

I gave up. My tank that needs the EB8 should be coming online TONIGHT as I start to fill it with water. I tried to be patient. I even waited until the last minute.

I am now going to order the EB8 online. I may swing by Aqua Addicts again if I just happen to be nearby, but if a business doesn't want to do business, then I won't do business.

[John K]

A post was removed. Please remember that discussion not specifically about a personal experience are not allowed in the VE forum.

John K BRS moderator

[Aqua Addict]

OK let me start by apologizing to gweston for not getting back to you about the EB8. I did not order it and we will no longer be carrying Neptune Systems products.

As most of you know I have carried Neptune Systems products since the release of the Apex. Just in case you all dont know, the margin on these types of specialty items is not great(that's why the other stores don't carry). We just love to have the latest technology in stock. I have personally visited customers house's to help with their apex programming and I have an IT guy ready whenever a customer needs help with an install or anything. I just want you all to know how much extra work it is to carry and support a product like this.

Now the reason we are not carrying their products is because I feel that the manufacturer is not supporting me as a distributor. I had a customer return a defective display. I replaced the item with one I had in stock(I actually took a display out of a box and ordered another with the assumption that they would support my decision to help the customer). I guess that was not there policy. I called Neptune to order another display along with a bunch of other stuff. I told them to put an RMA in the box and I'd send the broken one back. They said OK. The shipment came with no RMA. I held on to the broken display until the next order.

Now the customer called back about a week later with the same problem. Display won't work. I called to order another one along with a bunch of other stuff including gweston's AB8. I now had two broken displays. They went on to say it was a problem they had with one version of the software that was frying the display screens. Wish they told me the first time but I know from past experience that this company never admit when they have a known problem. They always have the same response, usually something about firmware. (EI original AB8 had a ground nut shorting out the motherboard. I think I updated the firmware 20 times before they let me in on that one.) I don't think my customers or I should have to pay for defective products. They said that I should not be supporting there products and I should just have the customer call them. Anyone who has called them knows they have the personality of a doornail and treat customers like they aren't intelligent if they don't have a degree in computer programming.

Anyways, they said they would fix the displays and send them back but they "don't sell repaired products". They didn't seem to have a problem with me selling their repaired products. I know I lost a few sales but I feel it was the right thing to do for Aqua Addicts to only sell products that we support and believe in. It may seem like I'm overreacting but it has been an accumulation of bad experiences with their customer support that has left me looking for other aquarium controller solutions. They do sell products directly from there website and I'm not supposed to provide customer support so what is the advantage of supporting your LFS if Im not even supposed to support the products I sell.

Sorry about this rant but I had to explain why gweston got the poor service that he did. It was my fault I lost his number but I did not forget his order. We take special orders all the time and try to fill them as fast as we can. Hopefully you will understand.

Sorry again for any inconvenience this may cause.

[WoodRiverTroutBum]

Again discussion is not allowed other than personal experience, If you are commenting on something that is not your experience then it is not allowed.

MikeG