Reefs.com - Saltwater Aquarium - Reef Aquarium
  • Why not take a moment to introduce yourself to our members?

Vortech Customer Service

inkblue

inkblue

Rice Planter
Manhattan Reefs
Location
Philippines
Rating - 98.6%
145   2   0
This is an email I got from EcoTech after informing them of my Vortech problems:

Don,

Considering you've had problems with your pump I would be happy to
replace the unit completely. Can you please detail the problems you've
had with yours so that I may inspect it?

Please return the unit to me and I'll get you a new pump that's been
run overnight on a test tank:

EcoTech Marine
532 East Fourth St
Bethlehem, PA 18015

Best,

Tim
 
alrha

alrha

...
Location
Brooklyn
Rating - 100%
85   0   0
well look, it is a new product and there are always going to be bugs that need to be worked out. i think it is good that they are willing to correct any issues that come up with each production
 
loismustdie

loismustdie

chicks dig beckett men
Location
Brooklyn
Rating - 100%
31   0   0
I only know 2 people who don't have problems with these things. Wait until the numbers are more in your favor before you buy one.
IMO, I can care less about customer service. Customer service is only good if you don't need to use it. I prefer to buy a good product and never have to use customer service. With all the complaints on this site alone that they have gotten, it is in their best intrest to provide good service.
To use good customer service as a reason to buy a substandard product doesn't make sense. Good customer service is a benefit, but I like the idea of a good product better.
 
fritz

fritz

OG of this here reef game
Manhattan Reefs
Location
Marine Park
Rating - 95.9%
47   2   0
A new product!!!??? Ok Icecap is awesome, their customer service is great but get off the nut people. This product sucks and wasn't QC'd at all it would seem. (I don't have one but all I read is posts about them not working, then posts about how ok it is that they don't work cause it's a new product)

If I go and buy the new model Mercedes and it won't start it's not going to be ok. I won't say, well it runs on almost no gas, and has all these cool features so I don't mind that it's in the shop 6 days a week, it's a new model.

That is crazy. Companies that don't QC new products (Cable companies and software companies are notorious for this) do it because you let them. :)

Personally I think icecap rocks!
 
alrha

alrha

...
Location
Brooklyn
Rating - 100%
85   0   0
well this is why i have not yet purchased one. i like the concept but prefer to wait for these kinks to work themselves out of the production line.
 
ming

ming

LE Coral Killer
Manhattan Reefs
Location
Flushing, NY
Rating - 100%
272   0   0
If anybody took any business course on Product Life Cycle, they'll know that with any new product, the begining phase will be early adopters by the people willing to try new equipment as well as take a higher risk that it wont function optimally. But thats okay, they buy into the product because they want to try the newest product.

If the product succeeds, the bulk of the majority of people which will buy it will be after all the kinks are worked out and the product has been vigoriously tested and many people have their reviews of it available.

And then ofcourse there are the laggards which will always be the slowest to adopt new technology

At this point, I think Vortech is still in its early phase and I would safely assume most of the people who bought these pumps knew they were taking a risk because how many other pumps have you ever heard that has the motor externally? Its only common sense that you're taking a risk and can only hope you're lucky. So to get back on TOPIC, It just happens that IceCap has great customer service which helps reduce the risk.
 
alrha

alrha

...
Location
Brooklyn
Rating - 100%
85   0   0
inkblue said:
:scratch: i Wonder wHen their battery backup wiLL be availabLe...
Click to expand...
i think it is in beta testing now.
cant wait for them to have the pump, battery, and controller all available [and working].
 
fritz

fritz

OG of this here reef game
Manhattan Reefs
Location
Marine Park
Rating - 95.9%
47   2   0
It's in Beta testing!!! AHh hahahahahahha. Funny.

As to the X-Box methodology of new products being first tried out by those expecting it to not work and willing to pay more for the "ballin out of control" factor, I've only seen that in real world usage by failing companies or those with such a cushion or monopoly that well, what are you gonna do? A decent company that is trying to build it's brand will QC something until it is at an acceptable point before releasing it. Until there's a thread here of "Who else has a perfectly working vortech for 180+ days" I'm going to say they didn't QC this enough.

Other companies continue to add value to their brand by striving to provide better quality than in the past (or at least not run their name in the ground). A company like Tunze makes certain representations when it stamps its name on a product. A company like icecap (which some could argue, what the hell do they know about pumps!?) also lends the guarantee of their brand when they endorse their new product.

My point is when the icecap 660.1 model comes out, if it fails to fire or catches fire no one will say it's ok.

Lexus was a great product launch for Toyota because their product was great right off the bat. So was Infiniti for Nissan. :)
 
Last edited:
Deanos

Deanos

Old School Reefer
Location
Bronx, NY 10475
Rating - 100%
194   0   0
fritz said:
Other companies continue to add value to their brand by striving to provide better quality than in the past (or at least not run their name in the ground). A company like Tunze makes certain representations when it stamps its name on a product. A company like icecap (which some could argue, what the hell do they know about pumps!?) also lends the guarantee of their brand when they endorse their new product.

My point is when the icecap 660.1 model comes out, if it fails to fire or catches fire no one will say it's ok.

Lexus was a great product launch for Toyota because their product was great right off the bat. So was Infiniti for Nissan. :)
Click to expand...
Here we go again with "Apples and Oranges." Lexus took over four years to evolve from running prototypes in 1985 to the unveiling of 2 models in 1989. Infiniti took 3 years. They better get it right after all that time.
In addition, it's been stated by veterans on this board, that even Tunze Streams had operational issues when first released. I wouldn't be surprised if the Pet Rocks from the mid 70s didn't suffer some sort of malfunction upon introduction to the masses :tongue1:.

p.s. Please note, I do not own nor intend to own a Vortech pump :)
 
You must log in or register to reply here.

Sponsor Reefs

We're a FREE website, and we exist because of hobbyists like YOU who help us run this community.

Click here to sponsor $10:


Top