Bottom of stand falling out.

[fishlips]

I need some direction.My fairly new aqueon stand 72"x24",the floor where the sump sets,Is caving in.I called Central Garden and Pet,One guy told me it was normal,it will be ok.Mind you the sump is sagging to the middle,unlevel.Called again and a women said that the customer is responceable for putting in the braces.I have e-mailed the warranty mgr,and called him.Its been a week or so,and has not got back to me.This is not right. I have talked to LFS owners,they have not heard such a thing.Is there someone up the ladder i can contact.:confused2:

 

[ripped tide]

Almost every stand made like that does the same thing. I have choice words for that make of stand. This is a family site, so I will refrain.

 

[sn4k33y3z]

If it were me, I'd give them every oppertunity to respond and make it right. Further more, I'd insure there isn't any wrong doing on my part before escalating the issue. If your not negligent and you've given them every oppertunity, I would send an email (with photo's) stating how your gonna express your level of disatisfaction with their product and further more their customer service. I would also make it very clear that you'll be sharing your exprience on every major public aquarium platform known to exsist. Give them a week to respond, then DO IT!

Sorry your having to stress and deal with that. I'd be rather bothered as well.

 

[ripped tide]

What?! Really? How is the customer supposed to know that thier new product needs to be modified??

What a load of complete horse poo.

If that statement is true, I would ask the company to give you your money back

Edit:

Fishlips;913868 wrote: Called again and a women said that the customer is responceable for putting in the braces.

 

[fishlips]

Yes,This is very true.And no i did not put it together.Its a basic pine stand.I talked to one of the sponsors here,That sold alot of these stands,and they never heard such crap.The only reason i bought stand was to get the warranty on the tank.I bought the stand at a LFS near where i live.Thinking about calling 911

 

[ripped tide]

Don't call 911. They won't help you at all. This is civil, not criminal.

I know just the stands that you are taking about. they are total crap. Mine did the same thing, and I've seen a few others like it. You may want to just cut out the bottom and lay ply wood on the floor and run with that.

Edit: All glass aquarium/aqueon make the WORST 'entry level' stands.

 

[fishlips]

Ripped Tide;913878 wrote: Don't call 911. They won't help you at all. This is civil, not criminal.

I know just the stands that you are taking about. they are total crap. Mine did the same thing, and I've seen a few others like it. You may want to just cut out the bottom and lay ply wood on the floor and run with that.

Edit: All glass aquarium/aqueon make the WORST 'entry level' stands.

LOL,Cant stop LOL,Im just funin.I thought about cutting the bottom out.That will give me 2" of head room.Im going to wait first to see if i can get my money back or something.

 

[ripped tide]

Whew! Ok hehe.

I know fish folk can be eccentric. I honestly wouldn't put it past some of them to ACTUALLY call the law in a situation like that.

 

[sewer urchin]

Don't call 911. They won't help you at all. This is civil, not criminal.

I know fish folk can be eccentric. I honestly wouldn't put it past some of them to ACTUALLY call the law in a situation like that.

I used to work at the 911 center and this would not surprise me one bit. I was there when someone called for an ambulance because they were constipated... yeah, I laughed a bit before I realized I sad it was.

Good luck with the stand

 

[skriz]

Let the store you bought it from handle it. That's one of the reasons to support local stores: the service.

Threatening to flame them on the forums is stupid and will get you nowhere. Diplomacy is key.

 

[fishlips]

Sewer Urchin;913886 wrote: I used to work at the 911 center and this would not surprise me one bit. I was there when someone called for an ambulance because they were constipated... yeah, I laughed a bit before I realized I sad it was.

Good luck with the stand

Thanks ,When i lived in Fla.A women called 911 when her cockatoo flew out the door.:wow2:

Edit:

Skriz;913890 wrote: Let the store you bought it from handle it. That's one of the reasons to support local stores: the service.

Threatening to flame them on the forums is stupid and will get you nowhere. Diplomacy is key.

The LFS where i got the stand said that i got to talk with central garden and pet.I dont think anyone theatening anyone.But i will make this statement.Anyone who whould even think about buying a aqueon stand,needs to hit his head on a brick wall ten times.:up:

 

[skriz]

Fishlips;913893 wrote: The LFS where i got the stand said that i got to talk with central garden and pet...

I know this doesn't help you now, but find a better LFS.

And don't risk your home to a failing stand. Your tank won't last long and that will end badly.

 

[fishlips]

Skriz;913908 wrote: I know this doesn't help you now, but find a better LFS.

And don't risk your home to a failing stand. Your tank won't last long and that will end badly.

Thanks,I bought my tank from IM, from Jenn when she open,but the stand came from another store, because would not fit in truck with 180.I got a quick fix, cut opening in bottom of ply wood,just enough for sump to sit in,and picture frame the inside opening with 2 by material.

 

[skriz]

Fishlips;913922 wrote: Thanks,I bought my tank from IM, from Jenn when she open,but the stand came from another store, because would not fit in truck with 180.I got a quick fix, cut opening in bottom of ply wood,just enough for sump to sit in,and picture frame the inside opening with 2 by material.

You shouldn't have to fix a new product. I understand that sometimes, things happen; products fail. But the company should take care of it. And the store that sold it should step up to bat. Otherwise they're no different than an etailer.

 

[fishlips]

Skriz;913923 wrote: You shouldn't have to fix a new product. I understand that sometimes, things happen; products fail. But the company should take care of it. And the store that sold it should step up to bat. Otherwise they're no different than an etailer.

I e-mailed the warranty mgr again, just going to see how they respond.

 

[axio]

This is one of the reasons we do our best to urge customers into a better quality stand. We as a service company have dealt with the stands doing this before. It doesn't make it right in any way but it's kind of a you get what you pay for scenario. Only way to get a decent stand and still save a lot of money is probably a DIY stand. But in my opinion if the your LFS didn't properly warn you when you purchased your setup then the should be their responsibility for getting you a replacement. If this happened in my store where one of my sales people didn't properly inform a customer then I would be doing everything I could to fix the problem. The LFS will also have a lot more "pull" with the manufacturer to get it done quicker.

 

[ripped tide]

Skriz;913923 wrote: You shouldn't have to fix a new product. I understand that sometimes, things happen; products fail. But the company should take care of it. And the store that sold it should step up to bat. Otherwise they're no different than an etailer.

+1

It makes me wonder. The customer service lady said it is on the customer to add the supports. If the company has recognized there is an issue.... but they won't spend the extra $5 to add a few small pieces of wood under thier stand to keep them from failing, where else are they cutting corners? Their tanks?

"Well sir, the reason the front pane fell off of your new aquarium is because you didn't add the extra silicon that we didn't tell you that you would need to add"

Edit: A store that I worked at in savannah would not even offer factory stands. The 5 years I worked there, only one tank they sold ever leaked. The tank was not on the factory stand. The company still replaced the tank- no questions asked.

 

[sn4k33y3z]

Skriz;913890 wrote: Let the store you bought it from handle it. That's one of the reasons to support local stores: the service.

Threatening to flame them on the forums is stupid and will get you nowhere. Diplomacy is key.

I agree. Your local store is where you should be able to turn to. However, some do it better than others...:yes:

:huh: The diplomatic way was reaching out and giving them EVERY opportunity to respond... The fact that he's be ignored and not a priority is just plan bad business! I mean, could you imagine if your office was flooding (hypothetically of course) and you called a plumber and he said "I'm on the way" and didn't show up? Then when YOU the customer call to "follow up" (because you've been patiently waiting) and someone answers "uhhh he's not here". Then I'd assume diplomacy isn't an option any longer. You as a customer want results.

Diplomacy usually works with diplomatic people. When companies have no reguard and strip the customer of any reasonable option, then what do you have left? I guess you could be the quiet sheep and walk with the rest of the herd, or you could be the wolf that hunts down its prey :sneaky:. Otherwise, go stand with the herd.

 

[skriz]

aXio;913970 wrote: This is one of the reasons we do our best to urge customers into a better quality stand. We as a service company have dealt with the stands doing this before. It doesn't make it right in any way but it's kind of a you get what you pay for scenario. Only way to get a decent stand and still save a lot of money is probably a DIY stand. But in my opinion if the your LFS didn't properly warn you when you purchased your setup then the should be their responsibility for getting you a replacement. If this happened in my store where one of my sales people didn't properly inform a customer then I would be doing everything I could to fix the problem. The LFS will also have a lot more "pull" with the manufacturer to get it done quicker.

Exactly

Edit:

Sn4k33y3z;913983 wrote: I agree. Your local store is where you should be able to turn to. However, some do it better than others...:yes:

:huh: The diplomatic way was reaching out and giving them EVERY opportunity to respond... The fact that he's be ignored and not a priority is just plan bad business! I mean, could you imagine if your office was flooding (hypothetically of course) and you called a plumber and he said "I'm on the way" and didn't show up? Then when YOU the customer call to "follow up" (because you've been patiently waiting) and someone answers "uhhh he's not here". Then I'd assume diplomacy isn't an option any longer. You as a customer want results.

Diplomacy usually works with diplomatic people. When companies have no reguard and strip the customer of any reasonable option, then what do you have left? I guess you could be the quiet sheep and walk with the rest of the herd, or you could be the wolf that hunts down its prey :sneaky:. Otherwise, go stand with the herd.

Not advocating being a sheep at all; more stating that a forum flame threat is meaningless.

And to your first point: you're dead on. Stick with those who do it better.

 

[sn4k33y3z]

Skriz;913985 wrote: Exactly

Edit:

Not advocating being a sheep at all; more stating that a forum flame threat is meaningless.

And to your first point: you're dead on. Stick with those who do it better.

It's only a threat if you don't follow through:shades:. Attacking them on a public forum isn't the goal. It's making other people aware of your exprience. A forum is another avenue for "giving a review" of a product or service. Any business would advocate against a "forum flame threat" as being meaningless, because they wouldn't want others to know "the rest of the story". Simply because, it costs them money!

To your last statement: Absoultly, because loyalty in this day in age is rare. Anytime I can help point someone in the right direction from them heading towards the wrong direction makes me :yay:. Remember, we as consumers are the best salesmen :yes: