Our representative has communicated with this customer to try and troubleshoot the issueTroubleshooting did not resolve the issue and the customer was provided with his options to return the filter for warranty replacement
We have been in correspondence with this customer on a regular basis regarding this issueHe had been informed prior to sending the second replacement, we were having QC double-check the item to be sure all parts were correct so he would not have to encounter the same issue againWe offered to ship the complete stand already assembled so he will not have to put it together and he would be ensured all parts were correctCustomer agreed to this solutionThe stand has been shipped and is currently in transit to him
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Hello,I am really confused by the answer from HagenIt basically added nothing to the discussion and did not take into account the additional information providedFor one, this is not a singular eventAs I have sown in the documentation, there are at least known cases reported on [redacted] .com where other customers have the same issue with this thermometerTo argue it could only be my aquarium is ignoring the facts that many people have reported the same problem (with photographic evidence) It might well be possible that this defect is not happening to Hagen's own acrylic tanks, but then it should be stated that it is only for use with those aquariumsAlso, the earliest report is years back, in this time frame, Hagen could have tracked their products selling and taken corrective measures (either by modifying their product or by providing an adequate warning or instructions on their package that thermometer might react to certain acrylic tanks).It is repeatedly stated that their warranty excludes other damage than their own thermometerI would like to repeat that this is not about warranty, but about accountability and product liability of a defectively designed or manufactured productSo, my claim has nothing to do with warranty, but is a liability claim.I am really disappointed to have to notice that Hagen is not standing behind their products nor have any desire to listen to their customers directlyIf Revdex.com is unable to mediate in this case, I might have to talk to my lawyer what he thinks about a class action motion as there are several reported and well documented cases how this thermometer destroys customers' property.Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Again, I couldn't wait any longer for a tank to arrive It was LEAKING 24/if I would of waited for the tank to arrive and let the tank continue to leak it would of made a bigger problem I don't understand why all of a sudden you can't send me a replacement stand when you where going to send one prior? What changed because I had to get another tank ASAP to avoid further damage ???? Makes no sense that you where sending a stand and tank and all of a sudden you can't send a new stand because I returned the tank ? I have it in email from this company stating more then 1x they where sending a new standI want my ruined stand replaced I don't care if it's like for like and I'm not going to file an insurance claim on a stand that was ruined because of your faulty productPlease send me a stand and do what's rightI don't understand how a company can be so unapologetic and not do the right thing Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does
satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
One of our Aquatic Managers has been in touch with the customer to discuss the situationThe water quality issue was not the result of a defective filter
We will be happy to send the customer a shipping label to return the pumpThe customer should receive an email from *** by the end of business day today, October 2nd, with the label attached. Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
First of all, if the unit is under warranty for years, AND under warranlty with either of the dates they provided, what would be the purpose of changing the date on a receipt ( which seems to be what they are alleging) ? It makes no senseThe alleged receipt that Hagen has now provided looks like it was typed up on their computer minutes before they sent it to youNow we know why Hagen is not a Revdex.com accredited businessThey would have an F ratingI absolutely refuse to pay a deposit to Hagen, and dont see why I should go out and buy an"inexpensive backup filter" when the filter they sold me, which is flawed, and under warranty even with their phony receipt should be their responsibility to fixThis is not a 1-off issue, there are hundreds or thousands of consumers with the same complaintHagen doesnt have the guts or business sense to admit they made a poorly designed product, and they dont have the sens to have policies in place to protect the consumersIn addition to this complaint, I have filed a complaint with the Office of the Attorney General in MassachusettsNever again will I buy a product from this sleazy crooked organization]
Regards,
*** ***
Our warranty policy is clearly stated in the instruction manual that comes with the filterThe unit must be returned with proof of purchase for warranty repair/replacementIf a customer requests advanced replacement, a deposit is requested which is refunded in full once the defective item is returned with a valid receiptThe deposit amount is the full retail value of the productIn this case, the customer also has the option to purchase an inexpensive aquarium filter locally that they can use in the interimThis will also provide them with a bain case they experience a problem in the futureThis customer provided an email confirmation of their purchase of this filter dated 1/18/We contacted the retailer to ask if they could exchange the unit for the customer and discovered the actual purchase date was 3/12/This filter has a two year warranty and is covered until 3/12/16.I have attached the receipt the customer provided as well as the receipt that the store provided
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** Business requires that in order to receive a refund, I must sign a document absolving them of any responsibility for failure of their product or the $1000+ of coral death their product directly caused despite its claim right on the box that is it " Engineered for Coral Growth-Color-Health"The document also states that I declare under penalty of perjury that I have not made a previous claim about this to them, when I have already had to have the lights replaced previously which makes that statement a fallasyIt appears that the business is attempting to have me sign this document to use against me and also protect themselves from litigationWhen I initially complained to them about the defects/malfunctions, it ended with replacement lights and *** *** giving me his word that he would personally handle this and make it right if there were any further issuesI have yet to hear back from *** and have left him a voicemail and attempted to call several times. I sent the lights back and proof of purchase, just send me the refund so this can be over Regards, *** ***
The customer contacted us because they purchased a multifeeder for their catThe cat did not know how to use the productWe provided the customer with a link to our website that addresses this specific issue and offers tips on how to teach the cat to use the feeder:
***After attempting these suggestions, their cat was still not responding and the customer requested a refundWe do not offer refunds at this level (warranty covers repair or replacement of defective units only), and directed the customer to return the unit to the place of purchase for a refundWe have a specific agreement with *** that allows them to offer replacement or refund of our products for items purchased within daysThis unit was purchased within ***'s 30-day return policy an the customer should have no issue using the return link through *** to return the unit for a full refund
While the acrylic tank the customer is using our product on is not manufactured by us, we do manufacture acrylic tanks and our Quality Control Department has not been able to duplicate the issue the customer is describingThe warranty on our products does not cover consequential loss or damage to
animate or inanimate objects
Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
This customer first contacted us on 3/4/regarding an issue with the filterOur representative replied on 3/6/with the appropriate troubleshooting tips to help resolve the issueCustomer responded on 3/9/indicating that the troubleshooting suggestions did not help, and has never previously
replaced the impellerA receipt was attached as requestedThe receipt indicated that the filter was close to a year oldOur representative replied on 3/9/17, first suggesting that the customer try and replace the impeller to see if it resolves the issue(The impeller is a wearable part, and is not covered under the warrantyDue to the age of the unit, it is very likely that wear and tear to the impeller is causing the issue as described)Customer replied on 3/11/indicating that he replaced the impeller and it did not resolve the issue and asked for the procedure for a warranty replacementCustomer then sent a second message on 3/12/complaining about having to purchase replacement parts, accused us of refusing to honor the warranty, and indicated that he had filed the Revdex.com complaintAt no point did we refuse to honor the warranty on the unit, nor have we been unresponsiveAn email was sent to the customer on 3/13/with instructions on where to send the unit for warranty repair/replacement(We were unable to respond on 3/12/due to company closing for a winter storm in the Northeast.)
An email was sent to Ms*** at 6:12pm EST on 8/16/informing her that the replacement plant will ship out for her shortlyIf she did not receive the email response, we suggest se check her Spam or Junk folder
I dont totally agree with the response, but I am glad that they finally responded. I found an animation on [redacted] site that states that some...
filtered material is kept in the bottom of the unit and is not returned to the aquarium, so that seems to by why it ends up in the g-nodes area, which I dont think is a good thing off hand, but I dont know for sure.
Regards,
[redacted]
Our representative has communicated with this customer to try and troubleshoot the issue. Troubleshooting did not resolve the issue and the customer was provided with his options to return the filter for warranty replacement.
This customer is in Canada and this case was handled through our Canadian office. I have forwarded the information to our Customer Service department at that office to handle.
I've attached a copy of the form we are asking the customer to sign. We are not asking the customer to declare that he has not made any previous claims. We are asking him to declare that he has not submitted other claims with respect to this incident. The fact that we have already replaced the lights is already included within his case, so that is not an issue. We are also asking him to sign stating that he will not make any additional claims going forward. We will be refunding him the full purchase amount of the 2 lights and the Wifi Controller ($349.98) once the signed document is returned. The document is required in order to issue the refund.
Revdex.com:
I have reviewed the response submitted by the...
business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Hagen company did correspond with me. Their proposed solution is unacceptable . Since this product is filtering an established fish tank, it can't simply be disconnected and sent for repair. Unless another filter is attached to the tank, everything in the tank will die. Hagens solution was to charge me full price again for a replacement filter and send that to me before I return the faulty one. It's ridiculous that I paid hundreds of dollars for a faulty item, and the company want s me to pay hundreds of dollars again for a replacement. That is not acceptable. Even if they return the money at some point, I have to shell out what will be almost $700. Hagen needs to send me the replacement at no charge and prepaid shipping documents. To return the old filter. That is the solution I will accept.If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]
Our representative has communicated with this customer to try and troubleshoot the issueTroubleshooting did not resolve the issue and the customer was provided with his options to return the filter for warranty replacement
We have been in correspondence with this customer on a regular basis regarding this issueHe had been informed prior to sending the second replacement, we were having QC double-check the item to be sure all parts were correct so he would not have to encounter the same issue againWe offered to ship the complete stand already assembled so he will not have to put it together and he would be ensured all parts were correctCustomer agreed to this solutionThe stand has been shipped and is currently in transit to him
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Hello,I am really confused by the answer from HagenIt basically added nothing to the discussion and did not take into account the additional information providedFor one, this is not a singular eventAs I have sown in the documentation, there are at least known cases reported on [redacted] .com where other customers have the same issue with this thermometerTo argue it could only be my aquarium is ignoring the facts that many people have reported the same problem (with photographic evidence) It might well be possible that this defect is not happening to Hagen's own acrylic tanks, but then it should be stated that it is only for use with those aquariumsAlso, the earliest report is years back, in this time frame, Hagen could have tracked their products selling and taken corrective measures (either by modifying their product or by providing an adequate warning or instructions on their package that thermometer might react to certain acrylic tanks).It is repeatedly stated that their warranty excludes other damage than their own thermometerI would like to repeat that this is not about warranty, but about accountability and product liability of a defectively designed or manufactured productSo, my claim has nothing to do with warranty, but is a liability claim.I am really disappointed to have to notice that Hagen is not standing behind their products nor have any desire to listen to their customers directlyIf Revdex.com is unable to mediate in this case, I might have to talk to my lawyer what he thinks about a class action motion as there are several reported and well documented cases how this thermometer destroys customers' property.Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Again, I couldn't wait any longer for a tank to arrive It was LEAKING 24/if I would of waited for the tank to arrive and let the tank continue to leak it would of made a bigger problem I don't understand why all of a sudden you can't send me a replacement stand when you where going to send one prior? What changed because I had to get another tank ASAP to avoid further damage ???? Makes no sense that you where sending a stand and tank and all of a sudden you can't send a new stand because I returned the tank ? I have it in email from this company stating more then 1x they where sending a new standI want my ruined stand replaced I don't care if it's like for like and I'm not going to file an insurance claim on a stand that was ruined because of your faulty productPlease send me a stand and do what's rightI don't understand how a company can be so unapologetic and not do the right thing Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does
satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
One of our Aquatic Managers has been in touch with the customer to discuss the situationThe water quality issue was not the result of a defective filter
We will be happy to send the customer a shipping label to return the pumpThe customer should receive an email from *** by the end of business day today, October 2nd, with the label attached. Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
First of all, if the unit is under warranty for years, AND under warranlty with either of the dates they provided, what would be the purpose of changing the date on a receipt ( which seems to be what they are alleging) ? It makes no senseThe alleged receipt that Hagen has now provided looks like it was typed up on their computer minutes before they sent it to youNow we know why Hagen is not a Revdex.com accredited businessThey would have an F ratingI absolutely refuse to pay a deposit to Hagen, and dont see why I should go out and buy an"inexpensive backup filter" when the filter they sold me, which is flawed, and under warranty even with their phony receipt should be their responsibility to fixThis is not a 1-off issue, there are hundreds or thousands of consumers with the same complaintHagen doesnt have the guts or business sense to admit they made a poorly designed product, and they dont have the sens to have policies in place to protect the consumersIn addition to this complaint, I have filed a complaint with the Office of the Attorney General in MassachusettsNever again will I buy a product from this sleazy crooked organization]
Regards,
*** ***
Our warranty policy is clearly stated in the instruction manual that comes with the filterThe unit must be returned with proof of purchase for warranty repair/replacementIf a customer requests advanced replacement, a deposit is requested which is refunded in full once the defective item is returned with a valid receiptThe deposit amount is the full retail value of the productIn this case, the customer also has the option to purchase an inexpensive aquarium filter locally that they can use in the interimThis will also provide them with a bain case they experience a problem in the futureThis customer provided an email confirmation of their purchase of this filter dated 1/18/We contacted the retailer to ask if they could exchange the unit for the customer and discovered the actual purchase date was 3/12/This filter has a two year warranty and is covered until 3/12/16.I have attached the receipt the customer provided as well as the receipt that the store provided
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** Business requires that in order to receive a refund, I must sign a document absolving them of any responsibility for failure of their product or the $1000+ of coral death their product directly caused despite its claim right on the box that is it " Engineered for Coral Growth-Color-Health"The document also states that I declare under penalty of perjury that I have not made a previous claim about this to them, when I have already had to have the lights replaced previously which makes that statement a fallasyIt appears that the business is attempting to have me sign this document to use against me and also protect themselves from litigationWhen I initially complained to them about the defects/malfunctions, it ended with replacement lights and *** *** giving me his word that he would personally handle this and make it right if there were any further issuesI have yet to hear back from *** and have left him a voicemail and attempted to call several times. I sent the lights back and proof of purchase, just send me the refund so this can be over Regards, *** ***
The customer contacted us because they purchased a multifeeder for their catThe cat did not know how to use the productWe provided the customer with a link to our website that addresses this specific issue and offers tips on how to teach the cat to use the feeder:
***After attempting these suggestions, their cat was still not responding and the customer requested a refundWe do not offer refunds at this level (warranty covers repair or replacement of defective units only), and directed the customer to return the unit to the place of purchase for a refundWe have a specific agreement with *** that allows them to offer replacement or refund of our products for items purchased within daysThis unit was purchased within ***'s 30-day return policy an the customer should have no issue using the return link through *** to return the unit for a full refund
While the acrylic tank the customer is using our product on is not manufactured by us, we do manufacture acrylic tanks and our Quality Control Department has not been able to duplicate the issue the customer is describingThe warranty on our products does not cover consequential loss or damage to
animate or inanimate objects
Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
This customer first contacted us on 3/4/regarding an issue with the filterOur representative replied on 3/6/with the appropriate troubleshooting tips to help resolve the issueCustomer responded on 3/9/indicating that the troubleshooting suggestions did not help, and has never previously
replaced the impellerA receipt was attached as requestedThe receipt indicated that the filter was close to a year oldOur representative replied on 3/9/17, first suggesting that the customer try and replace the impeller to see if it resolves the issue(The impeller is a wearable part, and is not covered under the warrantyDue to the age of the unit, it is very likely that wear and tear to the impeller is causing the issue as described)Customer replied on 3/11/indicating that he replaced the impeller and it did not resolve the issue and asked for the procedure for a warranty replacementCustomer then sent a second message on 3/12/complaining about having to purchase replacement parts, accused us of refusing to honor the warranty, and indicated that he had filed the Revdex.com complaintAt no point did we refuse to honor the warranty on the unit, nor have we been unresponsiveAn email was sent to the customer on 3/13/with instructions on where to send the unit for warranty repair/replacement(We were unable to respond on 3/12/due to company closing for a winter storm in the Northeast.)
An email was sent to Ms*** at 6:12pm EST on 8/16/informing her that the replacement plant will ship out for her shortlyIf she did not receive the email response, we suggest se check her Spam or Junk folder
I dont totally agree with the response, but I am glad that they finally responded. I found an animation on [redacted] site that states that some...
filtered material is kept in the bottom of the unit and is not returned to the aquarium, so that seems to by why it ends up in the g-nodes area, which I dont think is a good thing off hand, but I dont know for sure.
Regards,
[redacted]
Our representative has communicated with this customer to try and troubleshoot the issue. Troubleshooting did not resolve the issue and the customer was provided with his options to return the filter for warranty replacement.
This customer is in Canada and this case was handled through our Canadian office. I have forwarded the information to our Customer Service department at that office to handle.
I've attached a copy of the form we are asking the customer to sign. We are not asking the customer to declare that he has not made any previous claims. We are asking him to declare that he has not submitted other claims with respect to this incident. The fact that we have already replaced the lights is already included within his case, so that is not an issue. We are also asking him to sign stating that he will not make any additional claims going forward. We will be refunding him the full purchase amount of the 2 lights and the Wifi Controller ($349.98) once the signed document is returned. The document is required in order to issue the refund.
Revdex.com:
I have reviewed the response submitted by the...
business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Hagen company did correspond with me. Their proposed solution is unacceptable . Since this product is filtering an established fish tank, it can't simply be disconnected and sent for repair. Unless another filter is attached to the tank, everything in the tank will die. Hagens solution was to charge me full price again for a replacement filter and send that to me before I return the faulty one. It's ridiculous that I paid hundreds of dollars for a faulty item, and the company want s me to pay hundreds of dollars again for a replacement. That is not acceptable. Even if they return the money at some point, I have to shell out what will be almost $700. Hagen needs to send me the replacement at no charge and prepaid shipping documents. To return the old filter. That is the solution I will accept.If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]