Catalina Aquarium HELP - Customer Service Hell

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Candiru
MFK Member
Oct 22, 2007
243
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Canada
I bought 4 x 400W Metal Halide's from the company and one has failed. They are supposed to have a 5 year warranty, though I am not getting any response on their side.

Email is not being responded to & the number they list goes to an outsourced tech service company that says the warranty is only for 6 months, thus I am out of luck.

If anyone can help..... would be appreciated. I have been trying to have this resolved for 45 days now.
 
Did you ask for another contact number for the company from the tech support?

Could you scan and email the proof that says that the warranty is 5 years?

Did you buy it from an LFS? Can they help you?
 
I bought the product from their operations on Ebay. The Tech Support department (seems to be employed by 1 individual - Jim) is not helpful to say the least. Jim told me the company shipped the wrong product (old balast, not digital) and also said he does not have any phone number to the actual company ( he is a 3rd party).
 
I had zero issues getting a T5HO fixture replaced. It buzzed, I called and talked to Jim, and he sent a new one.

I don't know how they are related to the build your aquarium website though.
 
Unsure either.

I spoke to a guy named JIM ( seems like a good guy) though he is saying the warranty on my product is only 6 months (when the add stated 5 years!)

I have spoken to EBAY - not much help. They gave me the guys phione number and emails.... he is not answering....
 
i live a few minutes away from these guys, maybe i should go knock on a few doors!! :grinno:
 
Catalina Aquarium sell both direct (through their website) and through distributors on ebay. I purchased a 500 watt CA titanium heater and it failed within 3 months. The ebay listing indicated a "30 day" replacement period. I emailed the distributor and he more or less told me that I was out of luck.
 
Sort of the same scenario that I am running into, though I am within the warranty period....

The seller is not responding - buildyouraquarium - Ankur Pogula - from Aiken SC - apogula@gmail.com
 
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