CoralVue

Bought an Icecap 2K and could not for the life of me set it up based on the app. I kept moving around the app and although I initially got it to operate I also managed to mess it up as I was trying to figure it out. I emailed Coralvue on Sunday night and got an automated response telling me someone would get back to me when they opened Monday morning. I was frustrated and probably not really nice in my email to them to explain what was wrong, I did try for like 6 hours to fix and operate the system and just could not figure it out. I'm old and a paper manual would have helped me, but I realize that is not the world we now live in.

David G. Called me back first thing Monday morning and COULD NOT HAVE BEEN NICER, more accommodating better at explaining what I needed to do to get the system up and running and could not have been more patient walking me through the whole process. He also went above and beyond to show me other "tricks" to using and setting up the system and it is now running like a charm. He made sure I was OK with how to run and manage the system before we hung up. He left me letting me know he would get back to me ASAP in the future if anything else ever goes wrong.

I would highly recommend this product as it does exactly what I bought it for and then some. I recommend Coralvue as their customer service for me was top notch.

To this date I have not received my item. I have requested not to communcate with carlos due to the communcation barrier he has with me as a customer. Although again this was overlook by Angie as she try to display forcefully that I speak to carlos by forwarding me again as if to disregard or disrespect my rights as a person or customer.

I again request my pump and it has not be return. This is diffinately law suit action. See the trend of emails below and open an investigation into some of Coralvue employees with its Customers I’m sure eventually this willl take a big toll on the company. I have never worked with a company whom would not return my items upon request. It has been month’s; unbelievable. I have purchased several items from this company and is very disappointed.

My Ticket Code: ARM-LSYTR-451 for Coralvue. My complaint is below

I have had the most horrific/horrible experience with Coralvue Carlos Chacon did everything but physcially attack me since our conversation was over the phone. After Coralvue so called repair instead of replacement on my reef octopus return pump it was sent to me in the same condition it was when I sent it while still under warranty (defective). The techs claim they ran the pump all night and it worked. Not knowing I am a degreed mechanical engineer specializing in pumps and engines that Carlos continue to scream and pursue and argument. After I repetitively told him I will not argue with him he than began to act as if it was me doing the attack. They requested I send back in and I did this time the controller so supposely rusted at the insert which I believe they pull a another controller from the MRB area and forgot they told me it was replaced when it was sent the first time and they supposedly fixed it and the pump did not function correctly. All in all I am now getting these wow I don't know why you feel we are not helping you. Its like unbelieveable how this guy is acting and I constantly request to speak to upper management but I assume they are unaware or wants no parts of it. Mind you I have been a quality expert for years and I know there should be an operations manager or production manager as well as customer service to jump in and resolve the issue with the employee and retrain this guy. He is really a piece of work smh and product goes not where. Its like he get compensated for not fixing or replacing the products. I believe it doesnt get fixed becuase the techs are not trained properly to repair and Coralvue will like to show its Customers that I do not replaced with new parts which save the customers Money

Review: I purchased a product that this company makes through a third party. Coralvue will not allow the third party to take back the faulty product purchased without their approval. I have contacted Coralvue after being referred by Marine Depot. The customer service representative [redacted] is requesting I conduct test and send video of the product malfunctioning. He has been giving me the runaround telling me I need to contact Marine Depot for a refund knowing that they need Coralvue approval before taking the product and replacing it or refunding the money. I originally requested a replacement for the same product but, after dealing with their horrible customer service I want a refund. The Coralvue representative has told me that he will not replace the product or authorize a refund unless I perform a the test and send the video he requested. I can forward the email string of him and myself going back and fourth trying to remedy the situation. The product in question is a protein skimmer with a value of approximately $195 purchased through marinedepot.com it is the Reef Octopus model 110 NWB. Your assistance with this issue will be greatly appreciated.Thank you in advance.[redacted]Desired Settlement: Since they have refused to replace the faulty equipment and the experience with their customer service, I request a full refund of the product and the shipping charges for $211.10. I will gladly return the faulty equipment to the manufacturer at their expense.

Review: Since the end of April I have been trying to get a defective Mazarra P series LED lighting unit repaired. In the beginning they sent me circuit components which I had no problem replacing on my own but they failed to resolve the issue. I have to contact support multiple times and had to wait days if not weeks for a reply but only after prodding to get a response. After speaking with support I told them that I would be happy to send in the entire unit for repair. I did so and waited a few weeks but once again I had to reach out to them for status. They told me they are sending a unit back. I received the unit which was not my original and the unit was defective. I then sent it back again at their request only to receive a S series unit which is the cheaper 2 channel unit. The P series is the more expensive unit with 4 channels. I spoke to support again and they "apologized" and said they will make it right by sending me a return label and the correct part. This time I receive a power supply unit to replace my already good power supply unit for what ever reason that is still unknown to me. I still have an inferior S series unit that still needs to be replaced with my original P series. At this point it has been about 3 months. I feel that I have been "played" and that the company could care less as for they have shown how competent they are in sending me the correct replacement parts. I have been dealing with [redacted] VP of sales apparently and he works remotely from the main office. [redacted] ###-###-####office ###-###-####CoralVue###-###-####Desired Settlement: At this point retuning the hardware to the store where I bought it from is not possible. I want this resolved properly by getting what I bought or I want CoralVue to pay me back the retail cost of 2 P series LED light units, power supply, controller and mounting hardware including shipping for the past 2 shipments I have had to make. ($1200+) They can pay for the shipment of the hardware back should they opt to refund me retail cost.

Consumer

Response:

At this time, my complaint, ID 9655292 regarding CoralVue has been resolved.

Sincerely,

Review: I purchased a new Elos aquarium system from the manufacturer on 3/22/2012. The warranty paperwork states a 2 year warranty. On 11/14/2013 I submitted a repair ticket for the Osmocontroller (top-off) part of the system with CoralVue and mailed it alone with all the necessary documentation (original invoice) in for repair. It came back exactly as I sent it without any explanation and was still defective. I sent it back again and was again returned defective and was told by CoralVue via forum post that it was replaced with a brand new one. It was not. It was the same controller I sent in confirmed by screw markings on the mounting posts and the same piece of velcro attached to the back. They flat out lied about replacing it and refuse to answer their business phone or return emails. Phone calls and messages have been left on 1/15/14 at 1:28pm, 1/16/14 at 3:32pm, 1/20/14 at 9:42am, and 1/22/14 at 2:57 and 3:18pm.Desired Settlement: At this point nothing less than a full replacement of the whole defective unit will be accepted due to sending the broken unit in twice for repair without being accomplished. Any good will was lost upon being lied to and lack of communication.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9896084, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

May 28, 2013

Transfer of North American Distribution and Customer Support

Dear Elos Customers,

Effective June 1st, 2013, CoralVue Industries (hereinafter CoralVue) will be taking over North American distribution of the complete line of Elos products.

For customers who had previously purchased Elos products from Elos USA the remaining warranty of your products will be honored and supported by CoralVue. All current and unfulfilled orders placed to Elos USA will become null and void immediately. Any outstanding monies or credits owed to or by Elos USA must be settled with Elos USA. CoralVue assumes no liability for debt or products owed by Elos USA.

Elos USA will no longer be responsible for any customer services or support for the Elos product line such as repairs, returns or refunds. All claims shall be made through CoralVue.

If you have any questions or inquires regarding this arrangement, please do not hesitate to contact CoralVue at the following phone number or email address.

Phone: [redacted] ###-###-####

Email : [redacted]

Thank you in advance for your support.

Elos s.r.1.