Hagen and its poor customer service

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ScottXGTR

Feeder Fish
MFK Member
Jun 19, 2007
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Biloxi MS
just venting. dont mind me

i recently bought a Fluval FX5 from ebay. to my surprise, the parts box inside is missing. so basically i have a canister, a hose, and an owners manual. ive worked retail for a long time, so i know this happens. i decide to contact customer service about the problem since any company with a worthwhile product will send you the parts. and they suggested i exchage the unit with the retailer. :irked:

i explain that they are not local to me, and that its not economically feasible. yet they still refuse to send me the parts. they would rather me and the retailer eat shipping costs of sending this huge box back and forth. thanks hagen. i appreciate the love.

the only glimmer of hope i have is that the ebayer is trying to help. so hopefully he can get me my parts, and ill cover shipping to get them here. but i guess i learned a lesson. shouldve gone with the Eheim.

tomorrow i will place a rather nasty call to hagens customer service line, since i guess i was too nice in my emails. wish me luck!
 
I found this number for the US 800-72HAGEN (800-724-2436) Was trying to find a higher ups email address for you. Sometimes when you email them things magically happen!
 
yeah, took me a while to find that number. the only place it is listed is in the owners manual, only on one page. ill call them tomorrow and try to refrain from obscenities. ive found if you talk their ear off for long enough, they finally give in. and if that doesnt work, call back and claim one of the people hung up on you and be slightly angry.

if all else fails, ill buy one from petsmart, and return mine with the missing parts claiming it wont fit my stand. i just dont want to be shady about it if i dont have to.
 
not sure on the laws in the US but here within the first 28 days the place you buy from are required to exchange/supply etc etc and after that the manufacturer would get involved either directly or through the supplier.
i have had dealing with customer services for Hagen over here and they were more than helpfull sending out a full replacement fx5 pump unit foc.
try them again though you may get someone willing to sort you out.
 
ya I have heard nothing but good things about their customer service, I would say they think that you bought a used one or something thinking you are trying scam them for free parts...

which is why they told you to exchange it with the retailer...
 
Buying from ebay was the mistake. Since you did not buy from a retailer, you don't have a warranty. This is why I buy from real shops that I can see.
 
so far, hagen is still not helping. but my ebay seller is shipping me the parts. so itll work out.

Hagen has a minimum advertised price policy which is why you see them for sale for $299. dealer cost is much much less than that and sellers on ebay dont have to worry about warranty issues, so they can afford to sell them cheaper. im all about buying locally, but not at an overinflated price.

what still bugs me is that i have a legitimate complaint, which is generally not the case with most warranty work, and still no offer of help from hagen.
 
I recently had to deal with Hagen customer care and had no complaints whatsoever. Sounds like your problem had to deal with the retailer and doesn't really sound like Hagen's fault. If you bought it at Petco or your LFS, you wouldn't hassle Hagen at all.
 
Let me give you something of an easy way out...

I was very briefly employed by Petsmart, because Petsmart bought out another chain of stores that I worked for, included the jobs of the employees. During the changeover, the head of Petsmart Canada told me, that Petsmart stores will gladly accept a exchange of a product they carry. These items are usually returned and refunded to and by the products company. They do this to bring people into their store. In retail business everyone knows the first best step is to get someone inside their store. So, from the few examples he gave me of situations of returning things, he said there isn't much worry. They have a no questions asked policy, though they will always ask for a reason to offer a solution if there is one.

So, go to petsmarts customer service holding a small item you intend to buy, tell them that you have bought a filter, and do not have a receipt. It was not provided with all the nessescary items within. You have it in the car and would like to exchange it for another box.

----But now I see that the issue was resolved a few posts back.
 
its bad that you get no warranty for buying on ebay. if you were in the uk, ebay or not, you would legally be entitled to a minimum 12 month warranty on any electrical goods. and 14 or 21 days (cant remember which) to return the product, as its an online purchase, for a no arguement refund minus postage at the sellers discretion, only postage is at their discretion.
it is good that the seller is making the event much easier on you though. i have heard a lot about hagen being a difficult company to get parts from or help in general. it seems, however, eheim are a different kettle of fish when it comes to stuff like this.
 
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