Hydor USA Reviews (%countItem)
Hydor USA Rating
Address: 4740 Northgate Blvd #125, Sacramento, California, United States, 95834
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On March 16, 2018 Hydor USA responded to my complaint contact because I was physically shocked by their Hydor 25 watt Hydor aquarium heater. I have been a long time customer of theirs and have never suffered such injury. I was contacted by their customer service agent, ***,. located at their USA headquarters on March 19, 2018. His concern for me was to not receive a replacement part of the same type. He entered into an oral contract with me on that date to replace their Hydor 25 watt aquarium heater with their Hydor 200 watt Inline aquarium heater. Their was to be no exchange of money. I thought all was fine until he told me they had personnel from overseas HQ in town and that things were "crazy." ***. of Hydor USA then proceeded to tell me he was busy cleaning up a water leak on the floor but not to worry as my Hydor 200 watt Inline heater was a non issue and would be shipped to me. He did not want me to possibly suffer another electrocution from their 25 watt aquarium heater. On March 26, 2018 Jonathan D. retracted his statement and said I would be receiving the same product (that initially shocked me) as a replacement, and that I would not be receiving the Hydor 200 watt Inline heater as previously agreed upon. I was disaappointed and surprised to say the least. I have requested that ***. of Hydor USA send me the tracking number for this dangerous replacement part on March 26 and 28, 2018. I have never response a response. This person has lied to me as a consumer of their product and has failed to set the proper expectation for me. I require immediate response for the obvious reasons.
Hello Mr.. I am very sorry for your frustration in this matter. I am very surprised to hear that my customer service representative would have agreed to give you a replacement item that is at such a significantly higher value than what you had purchased. That is definitely not standard policy. I would be more than willing to replace your heater immediately with any of our heaters of equal or similar value. As soon as I receive your information I will personally send you the heater as well as the tracking information. In reference to the other items in your compaint regarding this customer service individual I will immediately have a discussion with him regarding our customer service policy and standards to ensure a better customer service experience in the future.
I am rejecting this response because: Hi ***, I reject this response because ***. made this offer to me without me even requesting such. I don't think I or anyone else using your products should be electrocuted. When I spoke with him he said he has seen worse-that electrocution is nothing compared to what he has seen with your products in the past. I was surprised he divuldged this information. I was electrocuted by your heater. Yes there is a variation in price, however your employee has offered me the 200 W in-line heater as a replacement (again I did not request this. Feel free to go back to any and all phone calls I have had with him. You'll see what I'm talking about. When he retracted the offer I was actually fine with it (yet disappointed) but after I have had to suffer this electrocution by using your product and having to ask him what is now three times for a tracking number with no response whatsoever I'm furious. Please advise.
I am seeing that my offer shows as "rejected" but you state that you do in fact want the 200W heater. Please show my offer as accepted instead of rejected and let me know if you need the 1/2" or 5/8' 200W heater. I have attached the *** label for return of the 25W.
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.
Hi ***, I have accepted your offer. I will need the Hydor 200W heater at 1/2." I will ship the 25W out tomorrow, thanks.
Purchased a Hydor Koralia Nano pump from *** in November 2017. The plastic rotor broke and the pump does not operate properly. It is still under warranty/guarantee. The pump failed to work properly in less than three months.
*** told me to take care of the failed pump with Hydor. I have filed requests on the Hydor website as well as email. I am requesting a refund for the failed pump.
Customer service has advised me that we sent the customer a replacement impeller for his pump. Did 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.
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
I've bought a total of 5 Hydor Pumps. 2 of the pumps have become defective in a matter of months. I've contacted them to try to resolve the issue and they've ignored me. I want my money back.
Starting on 9/12 we have had many emails between Mr. 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 *** and I have kept all my receipts from *** 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.
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.