Excellent Customer Service?

[g9550]

I hate having to share a negative experience about any company but I think I have been more than patient with MRC. Based on tons of positive feedback, I contacted MRC on August 8th to see if they could or would be interested in building a custom HOB skimmer for me.

On September 21st after numerous phone calls I received an email from MRC that said they were going to START making mock ups after MACNA! I understand gearing up for a trade show but they had done nothing in over a month which I just can't understand.

So now its the middle of November and I am sad to report that I have heard nothing else from MRC regarding this request. I have tried to call them for the past couple of days and all I get is a machine.

I still need a skimmer and would like to buy a high quality unit. I also think it would be nice to support a local business but MRC has got some work to do if they are going to earn my business.

 

[miami dolfan]

I've been by there a couple of times and they're pretty much always busy. The staff there are very cooperative and I have never had an issue with anyone there. Give them an opportunity to help you and I'm sure you won't be dissapointed.

 

[g9550]

To be honest I was unaware that they had a "retail" location so, no I haven't been by. The flip side of that is when this all got started via phone and email it was never suggested that I come by and talk about it. I would have been happy to go by.

As for the design process, I am very aware of what it takes to design a custom solution from scratch. I am a custom integrator and some of the systems I have designed and implemented have taken almost 2 years to complete. However I remain in touch with my client's during the process to give them updates on how the project is progressing. I don't expect or want them to have to chase me down to figure out what's going on.

Really the communication part is what I am disappointed with here. All they had to do to keep me happy was shoot me an email or two to let me know what was up.

In the past, I have had good luck getting a person when I call but have been striking out the past few days.

 

[g9550]

Miami Dolfan;415637 wrote: I've been by there a couple of times and they're pretty much always busy. The staff there are very cooperative and I have never had an issue with anyone there. Give them an opportunity to help you and I'm sure you won't be dissapointed.

So far they have had over three months of opportunity.

 

[g9550]

dawgdude;415645 wrote:
As for not knowing there is a retail location, its all posted on the sponsor page. Might want to look there.

I used the sponsor page to get to MRC's website, I didn't see anything about a store on the main page or in the about us section and assumed that the address provided on the sponsor page was to their manufacturing facility. I have been back to their website and did find their warehouse/store hours posted in the contact us section.

 

[lilrobb]

I have to agree on the telephone machine issue,
but emails and PMs are answered within hours. latest the next day.

I encourage you to stop by at their shop and discuss in person.

I just had them retrofit my Kalkreactor to the new model, and not only did they do an awesome job, it was also completed in 24hrs.

Robb

 

[theplatypus]

LilRobb;415650 wrote: I have to agree on the telephone machine issue,
but emails and PMs are answered within hours. latest the next day.

I encourage you to stop by at their shop and discuss in person.

I just had them retrofit my Kalkreactor to the new model, and not only did they do an awesome job, it was also completed in 24hrs.

Robb

I had similar issues in regards to returned phone calls with them. I was interested in having them build me another tank several months ago. I called 2 or 3 times, never heard back. I decided to try one last time and reached an actual person. They were very helpful it was just more than I wanted to spend on a smaller tank. I've owned or own an MRC skimmer,Calcium Reactor, and custom tank, all of which are outstanding. But the return communication thing could be worked on in my opinion.

 

[diverjack]

I have only donebusiness with these guys a couple of times. While they seem to be very nice peole, have a great facility, there advice is not alway accurate.

I went in looking for someting to help with a mild apistia issue. I tld them about my set up and they quickly identifed a filefish that was advertised onthe tank as an apistia eatter. I made sure they understood this was a reef, they said no problem. Well big problem.
1 it doesn't eat apistia, at least not after a month in the tank
2 it does eat soft corals
3 it does eat snails
4 it does eat hermit crabs

did I mention it doesn't eat apistia ?

Well now I'm trying to trap this thing so I I can use other methods. I did get one god peice of advice, don't put shirimp, crabs or corals inthe tank, the filefsh will eat them. BTW, tis is what they told me when I went back.:doh:

 

[diverjack]

Please disregard !!.

This was entered for the wrong estamplishment.
Very sorry.

 

[diverjack]

too many donwside to CBB abd RCBBs I really appolize. I am looking for a way to have the mod remove the post