Our Quality Control Department has been unable to duplicate this issue when testing this product on our own acrylic aquariums. We do not test our products with competitor's products. It is possible this is not an issue with our product, but perhaps an issue with the acrylic aquarium the customer purchased. The warranty on our products does not cover loss or damage to animate or inanimate matter.
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 Hagen. It basically added nothing to the discussion and did not take into account the additional information provided. For one, this is not a singular event. As I have sown in the documentation, there are at least 20 known cases reported on [redacted].com where other customers have the same issue with this thermometer. To 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 aquariums. Also, the earliest report is 6 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 thermometer. I would like to repeat that this is not about warranty, but about accountability and product liability of a defectively designed or manufactured product. So, 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 directly. If 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]
We had made arrangements to replace the leaking aquarium and ship to the local store where it had been purchased. The customer declined this option and returned the product to the store for a full refund. The stand that was damaged due to the leak is not one that we manufacture, so we are unable to...
replace. The warranty covers repair or replacement of the defective unit only. Any damage to the home or household items (such as the stand) would need to be taken up with the customer's homeowner's insurance.
We have been in correspondence with this customer on a regular basis regarding this issue. He 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 again. We 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 correct. Customer agreed to this solution. The stand has been shipped and is currently in transit to him.
It would have been no quicker to ship the replacement tank directly to the customer as it would have taken it to ship to the store. This is not an item that can be shipped by [redacted] and we must use an LTL truck for shipment. We prefer to ship replacement tanks to the store with an order as it is less likely to become damaged in shipping. Before doing so, we checked with the store to confirm they would provide the replacement tank to the customer so they could swap out the contents prior to returning the defective unit. We had every intention of honoring the customer warranty, however the customer opted to return the tank to the store for a refund, so a replacement was never shipped. Again, we are unable to replace the stand as it is not one that we manufacture. We do not have a replacement for it. Any damage to the stand, carpet or other items that occurred due to the leak need to be taken up with the customer's homeowners insurance.
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.
[correct they did offer to send a replacement but not ASAP like I requested, I had to jump through hoops to get them to ship the tank, first pictures waited two days and I had to follow up, next sign a form of release that the company isn't accepting fault another two days. Meanwhile my tank was leaking on a daily basis making it worse by day. I can't afford to just replace my carpet and stand because of a faulty tank, it was going to be 2 weeks before I received the new tank and required I bring the leaking tank 1st before picking up the new one.how is that even possible??? with livestock in the tank? Instead of making things right, it was a nightmare already dealing with the tank leaking. I also requested to speak with a manager and was advised they were out for the week and someone would call me Monday, well that Monday came and went and the following days with no one calling. I don't understand where they find no fault or compassion for someone who has supported this company since I've started this hobby? I want my stand replaced as the tank caused it to ruin. I did everything and more to do the right thing. I mean the tank was a week and 3 days. I don't understand the issue now because I returned the tank. They stated a new tank and stand will be shipped and I mentioned many times that the stand was bought separate from pet smarts before they offered a new tank and stand. They need to stand by what they said. Worst customer service ever and if you read the reviews on this company it speaks for itself. I would think after the awful reviews strictly about the customer service they would change it.
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 24/7 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 stand. I 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 product. Please send me a stand and do what's right. I don't understand how a company can be so unapologetic and not do the right thing.
Regards,
[redacted]
While our warranty covers repair or replacement of the defective item(s) only, we are making an exception for this customer to refund him for the products in question. Both lights and the Wifi Controller have already been replaced once. We are currently working with the customer to get all of the...
necessary proof of purchase information, and have provided a shipping label for the return of the defective item(s).
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].
[It is really disappointing that Hagen is not standing behind their very own products. It was never indicated to me while directly communicating with Hagen that they tried to verify my complaint. Regardless of that outcome, there must be a reason that so many people complained about this happening on the [redacted] feed-back portal. There might be even a higher number of people that are not reporting on [redacted] or purchased this thermometer through other retailers that do not offer this kind of feed-back possibility ([redacted], [redacted]). In such, trying to portray my complaint as a single incident is negligent and does not prevent further losses like this to happen. Thus, I still strongly urge Hagen to change their product safety policy and change the labeling and item descriptions. And since these incidents are happening over the period of at least the last 5 years, I do not see this as a matter of warranty, but failed product safety policies. A better solution would be to recall these thermometers and investigate what is going on. Hagen for example could also reach out to all the affected costumers and try to find out what is going on. Selling a product that can be uniquely used across multiple platforms to then just trying to verify this with the own line of products is just not enough. Again, since I don't think this is a warranty issue but a negligence Hagen should be liable for the damage they caused to my tank and others. ]
Regards,
[redacted]
In reviewing this customer's case, it appears that somehow we never received her response with the requested information. I will have the customer service rep follow-up with the customer again through the case.
Our Quality Control Department has been unable to duplicate this issue when testing this product on our own acrylic aquariums. We do not test our products with competitor's products. It is possible this is not an issue with our product, but perhaps an issue with the acrylic aquarium the customer purchased. The warranty on our products does not cover loss or damage to animate or inanimate matter.
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 Hagen. It basically added nothing to the discussion and did not take into account the additional information provided. For one, this is not a singular event. As I have sown in the documentation, there are at least 20 known cases reported on [redacted].com where other customers have the same issue with this thermometer. To 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 aquariums. Also, the earliest report is 6 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 thermometer. I would like to repeat that this is not about warranty, but about accountability and product liability of a defectively designed or manufactured product. So, 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 directly. If 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]
We had made arrangements to replace the leaking aquarium and ship to the local store where it had been purchased. The customer declined this option and returned the product to the store for a full refund. The stand that was damaged due to the leak is not one that we manufacture, so we are unable to...
replace. The warranty covers repair or replacement of the defective unit only. Any damage to the home or household items (such as the stand) would need to be taken up with the customer's homeowner's insurance.
We have been in correspondence with this customer on a regular basis regarding this issue. He 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 again. We 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 correct. Customer agreed to this solution. The stand has been shipped and is currently in transit to him.
It would have been no quicker to ship the replacement tank directly to the customer as it would have taken it to ship to the store. This is not an item that can be shipped by [redacted] and we must use an LTL truck for shipment. We prefer to ship replacement tanks to the store with an order as it is less likely to become damaged in shipping. Before doing so, we checked with the store to confirm they would provide the replacement tank to the customer so they could swap out the contents prior to returning the defective unit. We had every intention of honoring the customer warranty, however the customer opted to return the tank to the store for a refund, so a replacement was never shipped. Again, we are unable to replace the stand as it is not one that we manufacture. We do not have a replacement for it. Any damage to the stand, carpet or other items that occurred due to the leak need to be taken up with the customer's homeowners insurance.
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.
[correct they did offer to send a replacement but not ASAP like I requested, I had to jump through hoops to get them to ship the tank, first pictures waited two days and I had to follow up, next sign a form of release that the company isn't accepting fault another two days. Meanwhile my tank was leaking on a daily basis making it worse by day. I can't afford to just replace my carpet and stand because of a faulty tank, it was going to be 2 weeks before I received the new tank and required I bring the leaking tank 1st before picking up the new one.how is that even possible??? with livestock in the tank? Instead of making things right, it was a nightmare already dealing with the tank leaking. I also requested to speak with a manager and was advised they were out for the week and someone would call me Monday, well that Monday came and went and the following days with no one calling. I don't understand where they find no fault or compassion for someone who has supported this company since I've started this hobby? I want my stand replaced as the tank caused it to ruin. I did everything and more to do the right thing. I mean the tank was a week and 3 days. I don't understand the issue now because I returned the tank. They stated a new tank and stand will be shipped and I mentioned many times that the stand was bought separate from pet smarts before they offered a new tank and stand. They need to stand by what they said. Worst customer service ever and if you read the reviews on this company it speaks for itself. I would think after the awful reviews strictly about the customer service they would change it.
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 24/7 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 stand. I 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 product. Please send me a stand and do what's right. I don't understand how a company can be so unapologetic and not do the right thing.
Regards,
[redacted]
While our warranty covers repair or replacement of the defective item(s) only, we are making an exception for this customer to refund him for the products in question. Both lights and the Wifi Controller have already been replaced once. We are currently working with the customer to get all of the...
necessary proof of purchase information, and have provided a shipping label for the return of the defective item(s).
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].
[It is really disappointing that Hagen is not standing behind their very own products. It was never indicated to me while directly communicating with Hagen that they tried to verify my complaint. Regardless of that outcome, there must be a reason that so many people complained about this happening on the [redacted] feed-back portal. There might be even a higher number of people that are not reporting on [redacted] or purchased this thermometer through other retailers that do not offer this kind of feed-back possibility ([redacted], [redacted]). In such, trying to portray my complaint as a single incident is negligent and does not prevent further losses like this to happen. Thus, I still strongly urge Hagen to change their product safety policy and change the labeling and item descriptions. And since these incidents are happening over the period of at least the last 5 years, I do not see this as a matter of warranty, but failed product safety policies. A better solution would be to recall these thermometers and investigate what is going on. Hagen for example could also reach out to all the affected costumers and try to find out what is going on. Selling a product that can be uniquely used across multiple platforms to then just trying to verify this with the own line of products is just not enough. Again, since I don't think this is a warranty issue but a negligence Hagen should be liable for the damage they caused to my tank and others. ]
Regards,
[redacted]
In reviewing this customer's case, it appears that somehow we never received her response with the requested information. I will have the customer service rep follow-up with the customer again through the case.