JR
Guest
I know at one time or another most of us have had trouble when ordering over the internet or out of a catalog. That being said, I recently had an issue with an order from Marine Depot that I feel is worth sharing.
Three weeks ago I ordered a Current USA Sundial T5HO 48” light from Marine Depot. When I received the light I checked it over and found that one of the timers was damaged. I contacted Marine Depot and they apologized and stated that they would contact Current USA to have a new timer dropped shipped to me. Several hours later a the person I talked to at Marine Depot called to inform me that the timer was not replaceable and that they would send me another light under warranty replacement. Apparently the timer is the only part on the light fixture that is not user replicable.
They shipped the second light via UPS ground and I received it two weeks after my original order. When I took the second light out of the box, I noticed it had scratches all over the top of the case. There was no external damage to the boxes that the light was packed in. I called Marine Depot, and again they apologized for the second time. When I asked if it was there policy to ship used or damaged equipment they informed me that the light was shipped directly from Current USA. The UPS label showed that the box was shipped from Marine Depot. This time they gave me an RMA number and told me that they would email me a UPS label so I could ship them the second light. Once they received the second light they would ship me another light.
I sent several emails to the company on this issue and have yet to get a response. While the people in Tech Support were apologetic, there response to this was very limited. As stated above most of us have had problems. The big difference to me is that other companies have tried to take that extra step when there was a problem. At one time this was called customer service.
According to the FedEx web site the third light is sitting on my door step even though this was not the address I asked them to ship it to. In the mean time I will hope that there is nothing wrong with this light and that my dealing with Marine Depot on this issue has come to an end. If there is any additional information on this I will post it later.
This post is meant only for information to others in this hobby.
Three weeks ago I ordered a Current USA Sundial T5HO 48” light from Marine Depot. When I received the light I checked it over and found that one of the timers was damaged. I contacted Marine Depot and they apologized and stated that they would contact Current USA to have a new timer dropped shipped to me. Several hours later a the person I talked to at Marine Depot called to inform me that the timer was not replaceable and that they would send me another light under warranty replacement. Apparently the timer is the only part on the light fixture that is not user replicable.
They shipped the second light via UPS ground and I received it two weeks after my original order. When I took the second light out of the box, I noticed it had scratches all over the top of the case. There was no external damage to the boxes that the light was packed in. I called Marine Depot, and again they apologized for the second time. When I asked if it was there policy to ship used or damaged equipment they informed me that the light was shipped directly from Current USA. The UPS label showed that the box was shipped from Marine Depot. This time they gave me an RMA number and told me that they would email me a UPS label so I could ship them the second light. Once they received the second light they would ship me another light.
I sent several emails to the company on this issue and have yet to get a response. While the people in Tech Support were apologetic, there response to this was very limited. As stated above most of us have had problems. The big difference to me is that other companies have tried to take that extra step when there was a problem. At one time this was called customer service.
According to the FedEx web site the third light is sitting on my door step even though this was not the address I asked them to ship it to. In the mean time I will hope that there is nothing wrong with this light and that my dealing with Marine Depot on this issue has come to an end. If there is any additional information on this I will post it later.
This post is meant only for information to others in this hobby.
