Parts Directly From Hagen

[JeffDubya]

Hey Hagen! :moonin

Last Friday (7/7) I called Hagen directly for a replacement hose for my Fluval Canister filter. I was told the hose would be shipped immediately.

One week later, I am getting antsy, so I called Hagen again. The hose didn't even ship until just a couple of days ago. Additionally, it went UPS ground, so it will take over 2 weeks from my first call to receive my part. That, and I will pay over $15 for the privilege. US Priority mail isn't even $4.

When told the individual who I spoke to today ("Mark" who identified himself as the manager of that department) that I had requested the piece be shipped immediately and I was not happy, he said... and I am not making this up...

"Yeah, if it was a perfect world, I guess this would have been shipped correctly and you would have it by now, but it's not, and you don't. I suppose you do everything perfect in your life, too?"

I am FURIOUS. Fortunately, my canister is a completely unecessary add on at this point. However, if it wasn't - I think I would be ditching it. Anything this hard to find parts for, and that is backed up by customer service this poor, shouldn't be the backbone for any aquarium I am touching.

I will go out of my way to NOT buy Hagen products again. They have lost my business. I hope none of you have a similar experience, but in my opinion these guys really SUCK. :angry7: Can't tell I'm pissed can you?

 

[JeffDubya]

Addendum: after sitting here and steaming about this for a bit, I decided I wasn't going to take things lying down. I called back, told the gal who answered my story and said point blank that I was not going to pay for shipping, especially after being treated the way I was.

I told her that she needed to refund the shipping, or I would refuse the package and charge the whole thing back with my CC company - that there was no way in hell I was going to pay shipping that was so expensive and so late.

To my surprise, she did it. So, the sting is softened a little. But she did confirm Mark is the manager and I will still refuse to buy Hagen from here on out.

 

[skipm]

He may be the manager but he still has someone to answer too, I would try to get someone over his head just to let them know about his attitude. I hate to hear that their customer service is like this, I have a Fluval 102 on my freshwater tank. I hope you get your part soon. BTW, why would ground shipping take 2 weeks? It takes 1 week tops for me to get something shipped to me from the west coast.

 

[JeffDubya]

Because it didn't even ship until the day before yesterday. They just sat on the order for nearly a week.

 

[skipm]

I understand now. I guess I am thinking in terms of the companies I have ordered from that actually care about their customers.

 

[djconn]

Coming from a retail background sometimes you need to just say 'isn't the customer always right'? Sometimes that gets them going...

 

[JeffDubya]

Heh... I own a small business and know for a fact the customer is *NOT* always right... but somebody obviously peed in this guys wheaties this morning. He was in a foul mood and didn't give a **** about anything.

 

[djconn]

hahaha