Hagen and their customer service.

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kamikaziechameleon

kamikaziechameleon

Fire Eel
MFK Member
Sep 23, 2010
2,339
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western hemisphere
I'm currently embroiled in a case of bad customer service. I originally emailed hagen about my ac 110 case being cracked and leaking water. They told me the replacement would be 50 bucks till I complained enough. They told me to mail it in for a replacement they received it 4-14-11. Everything sounded golden except that there customer service online component went down without warning last week and hasn't come back up. I was not given any sort of warning and they don't respond to emails or other inquiries. As a result I called and endured call waiting for over 40 minutes, very annoying. When I talked to the rep she was nice but basically told me she didn't know what had happened and that the only way to contact her was by phone and that she'd call me back with an update right away, that was 9 am. I called her back at 2 pm(50 mins on hold)and she told me she still didn't know and i requested she email me so I didn't have to wait through hold to just remind her/ wait for a update. She took down my email and has yet to email me back. I don't want to call and waste another hour of my life all on the same day. Mean while my tank needs filtration its got a interim source of filtration that is not adequate and I worry they won't send out my part for another week because they are that goofy over there. I've never had such slow or inconvenient customer service before. I'd be happy if they just sent me back the broken case I'd silicone it and get on with my life. There are more frustrating details in there that aren't mentioned but really it comes down to people who are nice but have yet to do anything. I'm almost 3 weeks into this process and they haven't shipped out a return product to a part that has been in there possession for 7 business days.


I know I'm probably impatient but the fact I waited for over an hour and a half on customer service today and got absolutely nothing either time really just irks me.:nilly::cry::screwy:
 
I had a similar problem with my AC70s and hagen (motors were falling out of my ac70s, they did not help me, even though I had a receipt stating the day they were bought. They said I must have been too hard on them....yet somehow my marineland filters are still kicking around no issue and same with my ac110 at the time.). So I switched to marineland. Had an issue with my emp 400s and marineland mailed me new ones a few days after I asked and told me to keep the old ones for spare parts. Huge difference between marineland customer service and hagen customer service. Now I buy as little hagen products as possible. I just have a few fluval heaters left that I want to switch for marineland heaters (visitherm)
Best of luck to you. Hagen stopped replying to my emails and did not help me, so I no longer support them because of it.
 
I have actually had good customer service from Hagen so far. One of my AC110's was missing the leveling device that goes on the bottom when I purchased it. I used their online customer service form to submit the problem. I had a response the next day saying they were mailing me a replacement. I received the replacement in the mail about a week later.
 
I got an email today saying they had shipped my part back to me. Approximately 9 business days after they recieved it and 13 days total. My tank desperately needs the filter back up and running. I'm just upset that so much shenanigans happened in the background and it took a good amount of effort on my part to remind them they had my stuff and to send it back to me. It just seems silly that they didn't ship the part back to me the friday following its arrival there.

I've had worse experiences and in general this filter is a good product but I'm deffinately thinking twice before purchasing from them again.
 
ASUS motherboards are garbage lol, my old motherboard on a dell burned out and i bought 2 of these and they were both defective from factory...

As far as the customer service goes, im sure there was a reason for it. You ever think they had other customers in line before you?

I think you were just being desperate, and this is what happens when you dont have a backup filter/
 
my couple pennies.
? why did'nt you take it back to the store you bought it? Unless you bought it online or ebay? If thats the case well oh well.

anyway when you go to buy the ac110 at your rare LFS if there is one in your area ask to inspect the filter to make sure no cracks & all is good.
One of the pains being in the business is we deal with this crap all to often & only if customers realize what some of us go through dealing with some of these companies & on going issues to sell their product & make a hell lot more money then the lfs does. Well the ac110 with cracked cases is a ongoing issue & I have complained as many gray hairs have grown on me. They ship them like this & or in a tight box without any cushion or padding between the filters & the card board boxes so when they get bummped here & there then end up broken.
I have complained about other stuff with these companies & it seems to go through one ear & out the other!
So when you purchase one, ask to check it before leaving so no headaches for yourself & us poor lfs will deal with it. :)

me Dave
 
I always open everything I buy now no matter what it is. Twice I bought things that where not right. I bough spark plug wires that was missing one, and the auto store made me feel like I was trying to steal something, really who steals 1 cable? Then I bought something I forget what from walmart for my fish, and its empty with the exception of a rock used to give it weight.
 
nfored;5081462; said:
I always open everything I buy now no matter what it is. Twice I bought things that where not right. I bough spark plug wires that was missing one, and the auto store made me feel like I was trying to steal something, really who steals 1 cable? Then I bought something I forget what from walmart for my fish, and its empty with the exception of a rock used to give it weight.
Click to expand...

:iagree:

Whenever i KNOW im going to buy something i always open the box even if sealed with tape or protective film. This way you open it and make sure everythings in there and then buy the one you already opened. If its missing something just tell a store associate.
 
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