Tenecor Nightmare
- Thread starter m_class2g
- Start date
The longer you wait to inform your CC company about the transaction, the less ground you have to stand on. Again, phone calls are not evidence, proof, or binding. Emails are. You need to document in email the problem, then suggest a solution (build me a new tank and deliver it), AND handle it via CC company dispute resolution.
OP stated he didn't pay by credit card previously. on something as expensive as this, a bad move, as now it cannot be disputed and force tenecor to respond via the CC company stopping/reversing said payment.
^ OP has stated a few times now that CC was not used for method of payment.
Really hope this works out for you
Really hope this works out for you
im still waiting for their response. i think they dont work friday, sat and sunday. i think i heard that on their voicemail when i called a few times before.
i should have paid by credit card but didnt know of that option. the tanks (all 3 from the group order) was sent to another guys house because hes the one with an empty garage to store all 3 of them. shipment paper was signed and he didnt open up all 3 tanks because he had to go work afterwards.
im guessing i wont get a reply back until next week. i sure hope they let me know asap.
i wont jump to conclusions as of yet. i already expressed to them my frustration. if they want to make things right, this is the time to do so. ill keep all those interested in this thread updated. they can either turn it around and make this a good experience so that people will buy from them in the future, or refuse warranty which in turn will hurt their image/reputation further. the rep that called me back is taking it up with management to see what Tenecor can do for me. he seems very willing to help. Yes, a new tank would be great but im sure he has to get approval from higher up. i hope they decide soon.
i should have paid by credit card but didnt know of that option. the tanks (all 3 from the group order) was sent to another guys house because hes the one with an empty garage to store all 3 of them. shipment paper was signed and he didnt open up all 3 tanks because he had to go work afterwards.
im guessing i wont get a reply back until next week. i sure hope they let me know asap.
i wont jump to conclusions as of yet. i already expressed to them my frustration. if they want to make things right, this is the time to do so. ill keep all those interested in this thread updated. they can either turn it around and make this a good experience so that people will buy from them in the future, or refuse warranty which in turn will hurt their image/reputation further. the rep that called me back is taking it up with management to see what Tenecor can do for me. he seems very willing to help. Yes, a new tank would be great but im sure he has to get approval from higher up. i hope they decide soon.
Sorry all this is happening bud. Hope it works out. Pisses me off FOR you, can't imagine if it happened to me.
so heres the response i got from TENECOR today. 2.5 weeks after i sent them pictures of how the tank looked like. seems like they are are not taking responsibility regarding this issue and rather blaming it on the shipping company. what a terrible company to deal with.
"Michael:
Thank you for your email.
Since our last conversation, we have been attempting to assist you in processing a claim with the shipper. I say, assist you, because our terms and conditions, with regards to the product, are FOB Shipping Point. This means, from the time the freight company picks up the product at our facility, it is no longer our responsibility. As per these same terms and conditions, it is the responsibility of the person receiving the shipment to thoroughly inspect the product for damage before accepting the shipment from the shipping company, which is expressed with your (or your agents)signature. Unfortunately, the person who signed for the shipment in this case, appears to have done so without inspecting it first (presuming the damage happened in transit).
That being said, we have been attempting to assist you by providing the shipping company with the initial information to begin the process, and are at their mercy as they work through their process. Shortly, I will send you the paperwork. If the shipping company accepts responsibility, they will send you an insurance check and you will need to discuss with them directly the logistics, including responsibility (cost) and method involved in sending the product back to us for repair, which you will be responsible to pay for.
I would also like to reiterate, this is not a warranty matter. The tank left our dock, following inspection and signature by the shipping company, undamaged. Your damage clearly occurred at some point in transit, upon arrival, or post-arrival, as a result of an undetermined amount of impact to one corner of the aquarium. The shock was absorbed at the sight where the damage occurred, as illustrated in the pictures you provided.
I will shortly forward you all of the information in our possession for you to be able to follow up on your claim. Please contact me when you are ready to ship the product back to us for repair and we will make this a priority."
SO THE MORAL STORY OF ALL THIS. DO NOT BUY FROM TENECOR!
"Michael:
Thank you for your email.
Since our last conversation, we have been attempting to assist you in processing a claim with the shipper. I say, assist you, because our terms and conditions, with regards to the product, are FOB Shipping Point. This means, from the time the freight company picks up the product at our facility, it is no longer our responsibility. As per these same terms and conditions, it is the responsibility of the person receiving the shipment to thoroughly inspect the product for damage before accepting the shipment from the shipping company, which is expressed with your (or your agents)signature. Unfortunately, the person who signed for the shipment in this case, appears to have done so without inspecting it first (presuming the damage happened in transit).
That being said, we have been attempting to assist you by providing the shipping company with the initial information to begin the process, and are at their mercy as they work through their process. Shortly, I will send you the paperwork. If the shipping company accepts responsibility, they will send you an insurance check and you will need to discuss with them directly the logistics, including responsibility (cost) and method involved in sending the product back to us for repair, which you will be responsible to pay for.
I would also like to reiterate, this is not a warranty matter. The tank left our dock, following inspection and signature by the shipping company, undamaged. Your damage clearly occurred at some point in transit, upon arrival, or post-arrival, as a result of an undetermined amount of impact to one corner of the aquarium. The shock was absorbed at the sight where the damage occurred, as illustrated in the pictures you provided.
I will shortly forward you all of the information in our possession for you to be able to follow up on your claim. Please contact me when you are ready to ship the product back to us for repair and we will make this a priority."
SO THE MORAL STORY OF ALL THIS. DO NOT BUY FROM TENECOR!
