Great Customer Service!!!

SomethingFishy

SomethingFishy

AC Members
May 1, 2002
77
7
8
Austin, TX
Real Name
Virginia
I just have to share my positive experience, since it's so rare a company really stands behind their product anymore. I have mentioned before my displeasure with the intake/spray bar assembly of my 2+ year old Filstar XP3 canister filter. I do LOVE the filter itself, but the intake/spray bar tubes fit together poorly, always falling apart, etc. Someone on here had mentioned that their tubes were different colors. Mine are all black, so I got to wondering if they had changed them. Browsed around the website & discovered that they HAD, infact changed the design! They now "click" together. So I emailed their support a few days ago, describing my problem but also stating that I love the filter itself. I asked for a new assembly. I expected a reply telling me how to purchase it. Well, today I got an email saying they are sending me a new one ASAP!!! FREE :D I can't tell you how happy I am. This has been bugging me for a while, and I was not expecting this level of service. I just wanted to share this rare experience. Thanks!
 
That makes me feel even better now - since I have almost, almost been 'pushing' the Rena xP-3 for awhile.... For the price, it's the best canister filter out - at least I think it is..
 
Hey, that's great and I know they appreciate the shout out. Good customer service is rarely as talked about as people griping about poor service. i used to work in retail, I know only too well. Thanks for sharing.
 
I had that same problem with the old inlet outlet set on one of my filstar canisters. I ended up buying a filstar xp1 for $50 at big als and salvaged it for parts. I have 6 filstar canisters in operation right now. The spare parts from the XP1 have been very helpful, I've so far used the sponge media, the hoses, the basket, and the inlet/outlet pipes.

I've also had great customer service for Rena products from Aquarium Pharmaceuticals. They once sent me 2 new rena top light excel heaters after I complained to them in an e-mail that the 2 rena heaters that I had weren't calibrated correctly. The 2 new rena heaters that they sent me had the same calibration problem, so I just scraped them for 2 via aqua titanium heaters, which are by far the best heaters I've ever used.
 
Aquarium Pharmacuticals gets a big high 5 from me.

Lost my color charts in my master kit somehow. Emailed them and got a free full set of FW color charts 2 weeks later.

Not a real quick turnaround, but a nice gesture nonetheless.
 
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