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Excellent Support from Marineland

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  • Excellent Support from Marineland

    I just had an incredible support experience with Marineland, so I wanted to share.

    The problem was that I had purchased 9 of their double bright LEDs a couple of years ago, and out of those, 5 had stopped working. The issue wasn't with the light strip, but with the power adapters. I finally emailed them about it to see if it was a known issue, and they responded quickly, didn't give me any hassles, and sent me 5 new adapters via UPS. The support person I emailed with was really nice, really helpful, didn't make me jump through a bunch of hoops....just acknowledged my issue, got my address, and sent me new adapters.

    In my experience, this is rare. I was pleasantly surprised.
    Our Fishhouse
    Sleep: A completely inadequate substitute for caffeine.

  • #2
    awesome
    Mentally Challenged

    My Flickr

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    • #3
      Excellent Support from Marineland

      Originally posted by sunkenmetal View Post
      awesome
      +1
      ΜΟΛΩΝ ΛΑΒΕ

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      • #4
        Marineland is a -huge- company. It doesn't surprise me. Good to hear its just the power adapters and not the fixture itself

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        • #5
          even huge companies feel the pinch from a down market, i work for the forth largest company in the world and even we have to get creative to cut costs. My company wont do this thru customer support though so i am glad to hear that ML shares that wisdom.
          75G Standard - High Light Planted Community Fish
          28G Aquapod - Medium Light Planted Shrimp & Microrasboras
          12G Eclipse - Bonsai Planted Betta & Shrimp
          29G Standard - Vivarium w/ Red Devil Crabs
          45G Exo-Terra - Terrarium w/ Hermit Crabs (in progress)
          33G Cubish - Vivarium w/ D.auratus 'blue & bronze'

          GHAC Member

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          • #6
            Hummm maybe I should tell my friend to contact them since he is having the same problem. The power adapter would have to be at a certain angle for the light to get power.

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            • #7
              I had issues with there stealth heaters if I would have still had the bad heater I could have had it replaced or refunded with no problems good company for handling issues with very helpful

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              • #8
                I had the same problems with that light... Called them and they set out a new adapter right away...

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                • #9
                  Originally posted by Andrew_B View Post
                  Marineland is a -huge- company. It doesn't surprise me. Good to hear its just the power adapters and not the fixture itself
                  Very surprising! Just because a company is huge doesn't mean they will do this. Most of the time I get tossed around from person to person when dealing with customer service from big companies. It's great that they dealt with the problem on the spot through customer service!

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                  • #10
                    I've found out several companies do this for small parts, but a power supply is pretty good to get replaced with no questions. I had a part from an Aquaclear 110 replaced, Scotts fertilizer spreader parts replaced, a part to my pesticide sprayer replaced, and a few other small parts, all for free and after the warranty expired. Now I usually email or call their customer service asking about buying replacement parts, and usually the places just send me the part I need for free. It reflects really well on the company by them doing this. Word of mouth is good advertising, and keeping a customer is cheaper than obtaining a new one.

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