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Hydor USA, Inc.

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Reviews Hydor USA, Inc.

Hydor USA, Inc. Reviews (12)

Customer service has advised me that we sent the customer a replacement impeller for his pumpDid he not receive the part? Did the impeller not fix the problem? More information would be greatly appreciated since we did try to solve the problem

Starting on 9/12 we have had many emails between Mr. [redacted] and our customer service staff where they discussed the issues and finally asked that he send an image of the item(s) with the cord(s) cut at which point we would be happy to send him a replacement(s). Please see the email string attached.

I...

am rejecting this response because: the product is inferior, so why would I want another unit?   If you send me another unit and it breaks a couple months down the road, what good does that do for me, my reef aquarium, and my fish?    If the pump breaks, and all my fish and corals die from lack of oxygen, do you even care that your product is responsible?  I don't believe Hydor cares because we've been in talks ever since September 2017 to try to resolve this and they refuse to resolve.  I want my money back.  Most of the pumps I bought from [redacted] and  I have kept all my receipts from [redacted] so they are easy to print and supply to you.  I refuse to patronize a business that doesn't care about its customers.

We did not change the terms. If you look at all of our correspondence we repeatedly asked for pictures with the cords cut. This has not changed. We are still willing to refund you for the items you have receipts for as long as we know you have cut the cords.

We will send out the relacement 2450's rather than the 1950's today as well as a call tag for the equipment the customer was not satisfied with

Revdex.com:
I have reviewed the...

response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
At this time the powerhead is working satisfactory. I’m not sure how long this item will work properly. The impeller that Hydor sent me seems to be ok. If it breaks again within warranty, I will want a full refund. Thank you,[redacted]

Revdex.com:The information they are providing you is incomplete. They neglected to leave out 2 additional emails I sent them, one of which is a screenshot attached to this message (in 2 parts because it didn't all fit in one image), with email addresses and dated 11/12/2016. I even offered to pay to send the pumps back to be fixed properly, to which they NEVER responded back. So it was not I that didn't try to resolve this, it was them ignoring my emails after they sent me back broken pumps. They are conveniently leaving out the information that proves them wrong.The pumps have not been used in the aquarium since I received them back because they are detrimental to the health of thousands of dollars of livestock in the saltwater tank. But the worst of the 3 was plugged in and checked, and realizing it was still grinding and screaming, I knew they didn't properly inspect, diagnose, and repair/replace these pumps. I was forced to spend an additional $300 on functional pumps from a RELIABLE manufacturer ([redacted]) because Hydor left me high and dry, to say the least.If the company is able to REPLACE these pumps, that is satisfactory to me being I had to spend an extra $300 to replace the items they didn't repair/replace the first time.This has by far been the worst dealing with an aquarium product manufacturer regarding warranty support that I ever had to go through. And Hydor, feel free to replace them with the 2450 Gen 3 pumps if you like because of all the aggravation, time and MONEY wasted on this. Not to mention the 2450's now cost less than what I originally paid for thr 1950's when they released. I also have no problem providing proof of purchase.

I am rejecting this response because:   This is ridiculous.   I already made videos to show proof of the faulty products.  Quite simply, your products are not built to last and down the road, they lead to crashing the system when they stop working.  Hydor knows they have issues with their pumps and still dance around the problem.   I showed video evidence of the issues and you still refuse to refund.

My name is [redacted]. I am The customer Service Manager for Hydor USA.When a customer contacts us we always respond back within a respectable time frame.A customer is never ignored. We are always willing to help and we pride ourselves in going above and beyond for our customers.The customer first...

contacted us on 6/29/16. The last time the customer contacted us was on 11/09/16.After the last email contact we have never heard back from the customer. If the customer still has issues with the product we are more than happy to help.Usually the customer will need to ship the pumps to us for warranty repair/replacment and the proof of purchase must be provided.But we will happily provide the shipping label for the return of the defective product. No need to provide the proof of purchase, we will take care of it. When we recieve the product we will inspect it and we will repair/replace it for them. Emails of the contacts will be forwarded to you seperatly. Hydor USA, Inc.Customer Service[redacted]Sacramento, CA 95834

Thank you. That is fine. The three 1950's haven't been back in water since I received them back from you. 
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Circulation pump pumping backwards connected to wave controller. Tried calling customer support during normal business hours on Friday 12/27 about 3:30pm...recording said they were out of the office doing inventory.Went out to buy new pump because it was a Friday afternoon and the lifestock/coral would suffer because of any significant delay in fixing the pump. Emailed company on Friday with a response on Monday. It turns out the pump direction is controlled by a small piece of rubber connected to a piece of plastic on the front cover. I found this out by accident after I bought the replacement pump and after the rubber stopper breaking off on two separate occasions with a response from customer service after 2nd one broke. I ask them to address replacement pump reimbursement with several emails but they did not understand the request. I called [redacted] supervisor at customer support. This information is not mentioned in the package insert. [redacted], supervisor for Customer support said they will only replace front cover and have no idea if this is a design flaw or not. They just replace the front cover if the customer calls with this particular complaint.

Product_Or_Service: koralia 1150

Order_Number: [redacted]Desired Settlement: Refund

Would like to send new pump back with a full refund. $64.99 plus taxCustomer service was not available during normal business hours. If they were this would of been avoided. They need to analyse their complaints/data to determine if there is a design flaw or not. Put information in package insert about potential problem running with wave controller.

Review: I purchased a [redacted] pump a little over a year ago and the cord just burned through killing over half of the live creatures in my tank. This includes a coral I have had for years and was valued at over a thousand dollars. I at first thought well this is just a freak deal. Then I find out how common it is and that to my knowledge the company did not give out warnings and knew of this problem. This is a very dangerous issue that needs addressed.Desired Settlement: I am not sure what they can do about this I am still loosing stuff in my tank and the amount is well over 1500 dollars.

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Description: Aquariums - Dealers

Address: 4740 Northgate Blvd #125, Sacramento, California, United States, 95834

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