MarineDepot

[LosingSleep]

I've had good experiences with them in the past, I guess it's because I didn't have to deal with their customer service.

Last Monday I ordered a Deltec HOB skimmer from them. I paid extra for 2nd day delivery because the skimmer I have crapped-out and I'm in a pinch.

The skimmer showed up last Wednesday with broken mounting tabs on the MJ 1000 that powers it.

Gave MD a call and was told the Deltec guy was on the other line and would call me right back. Five hours went by so I gave them another shout and the Deltec guy was still not available but will call me right back.

Thursday I let half the day go by before giving them another call. This time the Deltec guy answered the phone! "Blah blah blah Deltec's in the UK, blah blah blah this MJ 1000 costs $200, Blah blah blah balanced".

I explained that I'm in a pinch and paid extra for quick service and I'd expect the same with the replacement pump. "No problem, the new pump is in Philly and it will be delivered in a few days, Monday/Tuesday". "UPS will pickup the damaged pump but you'll have the new one first". Also, "I'll CC you on all correspondence between Deltec and MD". ... Didn't get one email

Now, a week later and I'm leaving messages for the Deltec guy again. I did get a call from UPS to expect a pickup today but no word on a new pump.

If UPS shows up without a new pump, I'm giving them the whole skimmer.

 

[kotu100]

Discussion removed

 

[Jim Tansey]

I never had a problem with MD, Deltec............Thats another whole story.

Jim

 

[MikeG]

I never had a problem with MD, Deltec............Thats another whole story.

Jim

I have had the same, awsome customer service from Marine Depot, horrid service from Deltec. I will never buy Deltec again. I was dealing with Doug when he was still running things. May want to try to get in contact with Marvin from Atlantis Aquariums as he is the US Deltec Rep I believe. He has a forum on RC as well.

 

[Leroy]

I've had a few minor issues with Marine Depot with a gate valve assembly for a Precision Marine skimmer with the plumbing parts shown on the website with the gate valve assembly and all I got was a gate valve. I paid 3 times more for the gate valve than what I could have bought from Reference to another buisness removed. I've also placed some huge orders and never once received a catalog.
I hope all works out for you instead of getting the run around that I got.

 

[LosingSleep]

Against my better judgment, I just let UPS take the damaged pump without receiving a replacement and I didn't send the whole skimmer back.

Called MD, got the Deltec guy again and the only tracking number he had was for a pump that was delivered to IL.

Another person had the same exact problem, on the same day I did, with the MJ 1000 (this is true and I remember this from my first call). It sounds like they got theirs and don't know where mine is.

If they can't find it, they'll "send another one expedited", which should have happened a week ago.

Waiting for a call back...... again, not holding my breath.


I know this is rather petty considering that I've only been having an issue for a week but, I feel I'm getting the run-around. Not one of my conversations with MD employees left me feeling confident that my issue would be rectified in a timely manner.

Look at another retailer, they have insanely good CSR. No doubt if I had the same issue, I'd have a whole new skimmer and I'd get a discount on my next order.

AAAHHHHHHHHHHH

that felt good

 

[RayD]

That's so strange. I've been using Marine Depot for years and never once did I have an issue. Hmmmmmm

 

[Jim Tansey]

Discussion removed

 

[LosingSleep]

I never had a problem with MD, Deltec............Thats another whole story.

Jim

I have had the same, awsome customer service from Marine Depot, horrid service from Deltec. I will never buy Deltec again. I was dealing with Doug when he was still running things. May want to try to get in contact with Marvin from Atlantis Aquariums as he is the US Deltec Rep I believe. He has a forum on RC as well.

I hope this isn't just the beginning of what's to come.

That's so strange. I've been using Marine Depot for years and never once did I have an issue. Hmmmmmm

Me too but this is the first time I've dealt with their CSR.

discussion removed.

I assume this is why MD on has one guy that handles Deltec.

I must admit I am not familiar with the MJ1000 but I have used many eight and twelve hundreds, I would think it would be a simple item to replace.

Jim

I was ready to order a MJ1000 for $13 and be done with this. I'm told they only look the same on the outside and they're actually worth about $200.

 

[JohnK]

Some references to other vendors/buisnesses removed. Please respect forum rules


"Only post your first hand experience with the vendor in question. Do not ask questions about another user's experiences. Do not post discussion about another user's posted experiences. If you want to have a discussion, start a new thread in another forum - perhaps Reef Talk.
This way the VE forum posts provide a record of users' experiences with the vendor, and all fluff, distraction, bashing, and argument is omitted. "

 

[Reefried]

Discussion removed. Discussion if not related to specific experience with the vendor the thread was started about, IS NOT ALLOWED IN THE VENDOR EXP FORUM. Please respect fourm rules. (or feel free to start a thread in reeftalk where the rules are more open)

 

[Jim Tansey]

Discussion removed

 

[Chuck Spyropulos]

Md

I usually have excellent experiences with MD. BUT.....last week I ordered one wrong item (Dry Goods) and then placed a new order for the correct item. So then I had 2 orders: The first with a bunch of stuff and one wrong item AND the second with the correct item only. On the second order I wrote a note in the space they give you explaining to them NOT to send the wrong item and to consolidate the correct item with the original order. The next day I even called them early but they said that their system is fully automated and I would get 2 boxes with 2 delivery charges (including the wrong item).

I understand it was my fault but they even agreed that the product list on their website is confusing and that other customers have made the same mistake in the past.

So the moral is make sure you hit the correct "Add to Cart" button on their site and DO NOT ORDER THE WRONG item or you may end up paying for it and the delivery charge. I was able to talk them into giving me a $20 credit however - so it was not all bad.

 

[LosingSleep]

Against my better judgment, I just let UPS take the damaged pump without receiving a replacement and I didn't send the whole skimmer back.

Called MD, got the Deltec guy again and the only tracking number he had was for a pump that was delivered to IL.

Another person had the same exact problem, on the same day I did, with the MJ 1000 (this is true and I remember this from my first call). It sounds like they got theirs and don't know where mine is.

If they can't find it, they'll "send another one expedited", which should have happened a week ago.

Waiting for a call back...... again, not holding my breath.

So, I got a "I'll call you back in 15min with the tracking number", which really took Six Hours.....and no tracking number.

Why? Because, "the pump was on backorder and Deltec didn't tell us". "It shipped today and I'll call you right back with the tracking info". "We shipped it expedited". ...no call back.


This morning I get an email. "Here's the FedEx GROUND
tracking number".

I shot back email that said; The FedEx tracking number doesn't seem to be working. This pump was shipped yesterday and FedEx doesn't have it. Also, your email says that this shipment is coming FedEx Ground which doesn't sound like "expedited" shipping.

Surprisingly, (not) I didn't get a reply.



Also, it's been suggested here, that I contact the US Deltec rep at RC. It looks like he (Doug) hasn't posted over there since September 07 and they are no longer a sponsor.



Monday I'm calling MD and telling them to pick this thing up. It's already a huge headache and it hasn't even gotten wet.

Keep an eye out for this topic on RC.

BTW: Try a google search for: losingsleep Deltec.
EDIT: Better yet! google: "Marine-Depot Deltec" Fifth one down.


EDIT: I need to use Marine Depot 's full name for better search results.

 

[reefsmurf]

Personally I am not terribly impressed with Marine Depot. The luft pump I received from them was faulty and it took a few calls and some convincing them before they would exchange it. They made it sound like this is something warranty service should cover and not them (even though it was faulty out of the box) and I really didn't feel comfortable working with them on the phone at all.

 

[seahorse1]

I also have had no problems with MD. I have only ordered live stock from them and have had very good luck. I order all my supplies from another e-tailer. They seem to have better prices.

 

[MikeG]

Also, it's been suggested here, that I contact the US Deltec rep at RC. It looks like he (Doug) hasn't posted over there since September 07 and they are no longer a sponsor.
[/COLOR]


EDIT: I need to use Marine Depot 's full name for better search results.

Again, Doug stepped down about a year ago now. Marvin from Atlantis Aquariums is the US rep I believe.

 

[D-D USA]

I was just made aware of this thread and I want to be clear on any issues that anyone may have involving Deltec sales, parts or service. My name is Marvin and I am an agent for D-D. I was asked to help with Deltec customer service and all the spare parts for Deltec in the USA. In a nut shell; sort out any/all existing problems at the time and provide top notch customer service for the future. I opened up a company called Deltec Spares. I buy and inventory the spare parts. Mike G is correct; I also do own a saltwater aquarium store. Some might remember me as Atlantis Aquariums on Reef Central on Doug’s forum. Through the transition Marine Depot became a Deltec dealer. They also happen to be the online dealer for the United States. Grant from Marine Depot is their "Deltec customer service technician" He is there to help Marine Depot customers with Marine Depot’s Deltec sales. If someone needs a part and orders it from Marine Depot or another dealer the dealer is contacting me. I then receive the part order and generally the part leaves within a day if not the same day. There is always more delay in time when a part request has to go through multiple people first. If there is an issue I do not mind if you make me aware of it. In this case the new version MCE300's were on the water/Atlantic ocean by boat over here to the US. Within the same shipment are all the spare parts for the new MCE300's. Marine Depot did order 9 units to be sent in by air that arrived and were sold before my stock arrived and as of today is clearing customs. I only had one spare stator left and sent it out to a customer per Marine Depot's request. Then there was another request. This case in point...another broken stator… Not knowing when the shipment would clear customs the stator was sent out from the Canadian distributer. When it comes to a warranty or replacement part for Deltec equipment all parts are sent from me to a dealer or an end user. If anyone is ever having an issue please contact me directly and I will help get it sorted ASAP. I am shipping spare Deltec parts 5 days a week M-F. David, I am sorry you had a delay in receiving a replacement for your broken stator. I hope this cleared up any questions anyone has about Deltec and Deltec customer service. If I can be of further help feel free to contact me anytime at the numbers below.

Thanks

Marvin VandeLinde
D-D The Aquarium Solution USA
1.804.612.0588
1.888.DELTEC.8
Marvin@theaquariumsolution.com

 

[Liam]

i ordered something from MD recently,here we are 6 days later and i have no indication if it has been shipped,out of stock or on BO,i checked my order status with them it just says processing.
i have emailed them but no response as of yet

 

[HalfLung]

I have placed 2 large orders with MD to save on shipping and have never had a problem with delivery. I did have a problem with an impellar on my skimmer. I called them on a Fri. night 8PM our time 5pm there time. I got there message saying their business hours were ?-5PM. Great now I have to wait until Mon. Well 20 minutes later I get a call back from them saying they would overnight the part to me on Monday. Which they did. Great customer service.