Really, really crappy discovery......

[JayM]

before I escalate this to a conflict, or anything like that, I want to give them a fair chance to do the right thing. The actual manufacturer has only been aware of it for ~2 business days. I think they're weighing their options. I hope they come to the same conclusion, because I **will** reach out to the people I know in the hobby, and share my experience if this comes out poorly.

The reasons for no answer (so far):

They claim their system is down from a virus.
The owner's daughter graduated from somewhere, and he hasn't been in.
The owner has family in town, and he's 'been busy'
It was rough handling by you or the shipper.
the dog ate their homework. (OK I made that one up)

Been in business for a while. In my industry, this is called 'going dark'

 

[yitbos]

They are going to lose money if they take back this tank and they are not in business to lose money. I am not recommending that you start a conflict with them, but I am recommending that you give yourself any possible leverage you may have by informing them that your peers are watching your journey to see the outcome. As a consumer, you missed the opportunity for quick resolution when you didn’t inspect the product upon receipt. Start it off like this: “ I was discussing my current situation on BRS forum with many of our members and bla bla bla…….”

 

[Bobbofin]

the thing that sucks is...the silicone FILLS THE VOID left in the void INSIDE the tank. I'm having a hard time accepting that a shipper's rough handling (or mine) resulted in silicone adhering to and filling a void in glass.

<----- if this were a chip outside, I would claim no recourse. But it's INSIDE the box, and the damn sealant is stuck inside it. My avatar shows it pretty clearly.

That makes things much, much clearer. I think they owe you a new tank if not I'd try to charge back your credit card. That would get Matt at Pets Plus moving pretty fast.

 

[MikeG]

That makes things much, much clearer. I think they owe you a new tank if not I'd try to charge back your credit card. That would get Matt at Pets Plus moving pretty fast.

Most credit card companies have a limited time that you can file a charge back and Jay has had this tank for quite a while so that may not be an option anymore. I had to take this route once with an e-bay seller and it was a huge hassle and took a LONG time to get my money back and that was with the seller not disputing any of our conversations of the issues I submitted and not responding to the claim.

 

[JayM]

I'm way past when I can dispute it via the CC. It would also suck to make the store eat what was shipped out by the manufacturer as a defect.

Another long time reefer saw the tank today in person, and cannot believe it was shipped out that way.

 

[Bobbofin]

Jay,
I'd wait about a week, let them weigh their options and get back to you. If there's silicone inside the chip it was built that way. If DSA gets maybe 40, 50 or 100 "shame on you" emails from BRS members that might get them off the pot because they'd lose the business of reefers in an entire region. If you get no satisfaction I'd expand notification to CTARS, Manhatten Reefers, Long Island Reef Club and Reef Central. But I'd wait for now and let them make a decision. Flaming them after only two days might piss them off to the point where they'll refuse to do anything. Good luck my friend.

 

[JayM]

as I've stated previously, no flames....yet. However, I'm still hopeful thsat they will do the right thing.

 

[yitbos]

"Well you can wish in one hand and crap in the other, and see which gets filled first!" ~ Burgess Meredith

I sell plumbing supplies and fixtures and in my oppinion, you are being too patient. You are waiting and wishing for them to "do the right thing" all the while they are waiting for you to slowly fade away. BOBBOFIN is right, putting the pressure on the store will make the store put pressure on the rep. You are not putting the store out, they will get an RGA from the manufacturer. Pretty soon you are going to have a nice glass planter for your fruits and vegitables.

 

[smpross]

I agree. I would be raising complete hell. The store is getting to profit off of a manufacturer's mistake at YOUR EXPENSE. I would be holding the store responsible. Otherwise, what good is going through the store? You have have gone right to the manufacturer yourself.

 

[Bobbofin]

I wouldn't wait too long. If you don't hear back from them by Tuesday or Wednesday I'd get back to them. Don't yell at them, don't let your anger get the best of you. The best conflict resolution I've had with customers in my 25 year career is when we speak calmly.
When a customer starts yelled at me I leave, several times leaving their food processing equipment in pieces and disassembled in mid-repair. When they call the shop my boss tells them if they can speak rationally and stop swearing at the technican he'll return and finish the job. When I return the customer's demeanor is usually 100% better.
In the end if they refuse to do anything the best response is this and other reef communities and their reputation.

 

[bill120mph]

I ould stock the tank at a different store and never do business with them again.. for them to just say no is ridiculous I am going to look back thru this post to see if I do business with them and If I do I wont anymore... think of all the money they could have made off you....

 

[JohnK]

He's already had the tank for months, but if you see it in person it's extremely obvious that A) the damage/defect is on the inside of the tank, and B) the silicone is ON TOP OF the damage/defect.

If you see it up close, it's really obvious that there was a defect in the glass, and not some sort of damage done after the tank left the mfg that didn't get noticed until Jay took the wrapping off of the tank. That said, if I was the mfg I would assume that it was the shipper or the buyer's fault and not a factory defect UNTIL I actually saw it in person. I wouldn't believe this story unless I had seen it first hand.

My point... This needs to be handled gently and politely. If they get/see what is actually messed up on this tank, there is no way any respectable company wouldn't take responsibility. On the other hand, to start threatening them with cyber harassment and social media assaults/defimation BEFORE they even have a chance to take in the facts is IMO probably not good politics to say the least ......

Polite, patient and appropriately assertive is good. Aggressive and threatening probably won't help.

 

[Ray]

I would still contact your CC, I know amex covers things a little longer and had them reverse a charge after several months

sorry to see you are going through all this crap

 

[JohnK]

I agree, no harm in covering your bases by talking to the CC company. You never know..

 

[JayM]

well, on Monday, the info was passed to the owner of the tank manufacturer.

He was too busy to speak with me Monday

I called back again today, the owner 'had already left for the day'.

A call to the store was also fruitless.

Officially out of patience. Tomorrow is the last day I am going to play nice.

CC company says it is out too late, no going back there.

 

[Ray]

If the company is not going to take responsibility then order another tank and swap them out and say that is the tank you just got, it has a defect and now you dont want it. Yes it is dishonest but so is what they are doing. Make sure someone orders it who has a different last name as you.

I would never normally do something like that but I also would never do what they are doing to you

 

[Bobbofin]

Jay,
Let us know and the "shame on you" emails to DSA will start.

 

[JayM]

the company will blame it on the shipper, like they are now, hardly fair.

Caveat emptor.

However, if they won't do ANYTHING, then I have NOTHING to lose, and once I get past my usual mild self rolleyes it is not going to be pleasant for them.

They on the other hand, have a LOT to lose. Also, I know a few people of note in this hobby, and out of concern for my fellow reefers, I would definitely share this experience, to make sure they don't get the same treatment.....and they'll tell 2 friends, and they'll tell 2 friends, and so on........

 

[GobyWanKenobie]

HaHa that's a pretty good plan, but then he will be out twice the money until it's resolved. It could be risky. If this tank has a one year warranty I don't understand why it's so difficult to return. I wonder if they are stalling him until the warranty expires. I think the least the store could do is call the manufacturer on his behalf. It doesn't seem like anyone wants to help him. Maybe it's time for Judge Judy. lol

 

[Bobbofin]

Maybe it's time for Judge Judy. lol

Maybe truck the tank up to the meeting on the 18th so everyone can have a look at it!