September 2016:
Water change
Wife involved.
Hydra 26 killed (ask her).
Occurred on last day of warranty.
Sent unit to AI (Ecotech)
Water damage not covered.
Offered a repair for $200.
With daughter in hospital and no big tank set up, I declined.
This week:
Mailed to AI (Ecotech) explaining I need a light and have the old unit.
Asked if repair was still an option.
Was told to call them and have a chat.
Called yesterday.
They were incredibly pleasant to deal with.
They're sending me a brand new Hydra 26HD at half price (with shipping just under $200).
So, owner damaged, six months out of warranty (which didn't cover unit regardless), already refused their offer once, and still they went out of their way to provide a generous service and over generous solution.
Glad I have their products and will continue to support them. This is the type of customer service that builds long term relations.
Water change
Wife involved.
Hydra 26 killed (ask her).
Occurred on last day of warranty.
Sent unit to AI (Ecotech)
Water damage not covered.
Offered a repair for $200.
With daughter in hospital and no big tank set up, I declined.
This week:
Mailed to AI (Ecotech) explaining I need a light and have the old unit.
Asked if repair was still an option.
Was told to call them and have a chat.
Called yesterday.
They were incredibly pleasant to deal with.
They're sending me a brand new Hydra 26HD at half price (with shipping just under $200).
So, owner damaged, six months out of warranty (which didn't cover unit regardless), already refused their offer once, and still they went out of their way to provide a generous service and over generous solution.
Glad I have their products and will continue to support them. This is the type of customer service that builds long term relations.
