Tenecor Nightmare

[aldiaz33]

Sorry to hear you are having to deal with this. There's no doubt that their customer service (or lack thereof) is going to cost them. Compare this situation with my recent experience with Reeflo:

I bought a pump from Reeflo that arrived with a damaged fan cover. It obviously took a serious beating during shipping. I wrote the owner of Reeflo, including a picture of the damage and explained the situation. He sent me a new fan cover at no cost to me. I set the pump up and it leaked from the shaft. They sent me two sets of seals to see if that was the issue. I replaced the seal and it still leaked. Reeflo sent me a new pump with prepaid return shipping for the leaking pump. It was a pain to have to deal with the issue, but I was not charged anything. I realize I'm not comparing Apples to Apples here, but I think it's a good example of a company that understands the value in standing behind their product and taking care of their customers and a company who tells you that you are on your own to battle it out with THEIR shipping vendor. Especially in this industry where customers are part of a tight knit community, customer loyalty and word of mouth is huge. They just don't get it. They have the same horrid reputation over at Reefcentral. Over there, James at Envision Acrylics get tons of business from members of that site because of the quality of his work which shows through in the product as well as how he crates the tanks for shipping. You mention T#$%^&* at reefcentral and most will respond with, "caveat emptor."

In any case...
Result of experience with Reeflo: I recommend their pumps to anyone who's in the market for an external pump.

Result of experience with Tenecor: Their shotty work is enough for me to tell others to look elsewhere, but from everything I have heard in regards to their customer service, I would tell people to stear clear of them for that alone.

Tenecor should be doing a better job crating their tanks so that this type of thing doesn't happen. I find it hard to believe that if the crate were dropped, the damage would occur at that spot and not on the external corner, but I guess that's something we'll never know.

I feel for you man. Sorry to hear you are going through this ordeal.

 

[cichlid2006]

Yes, but like I said, it would turn into a legal battle where you'd have to weigh the costs of doing so against the price of the tank. As for engineering, the burden of proof is on the buyer. They said the tank was perfect when it shipped. The shipper delivered the tank, and somebody signed for it saying it was acceptable. Then a crack appears and the buyer blames the seller. You see the problem here? You'd be fighting a losing battle. I'm not taking Tenecor's side here, I'm just stating like it is, and how things will play out.

That is why I suggested about going to another acrylic fabricator, not even a tank builder necessarily just someone who is basically an expert with plastics such as a local engineering firm, and getting a report done by them. It may cost a couple of hundred dollars but weigh that against the thousands paid for the tank and it will probably be worth it. This is probably your best shot.

Failing that maybe try to sell it to another acrylic tank manufacturer, they will be able to cut up the sheets and re-use them for another project. Maybe rebuilding your new tank minus the price of the used acrylic, it would only be a few inches smaller. Would still cost you but you would at least recoup some of that money.
Last resort if you don't mind being a bad man would be to fill the hole and make it as good as new, sell it on as unwanted but brand new then it isn't your problem.

I am also guessing from the types of replies that you have virtually zero consumer protection laws in the US.

 

[ChiPerf]

Yes, but like I said, it would turn into a legal battle where you'd have to weigh the costs of doing so against the price of the tank. As for engineering, the burden of proof is on the buyer. They said the tank was perfect when it shipped. The shipper delivered the tank, and somebody signed for it saying it was acceptable. Then a crack appears and the buyer blames the seller. You see the problem here? You'd be fighting a losing battle. I'm not taking Tenecor's side here, I'm just stating like it is, and how things will play out.

Exactly. I'm not taking any sides here either, but failing to inspect the tank when it arrived was basically shooting yourself in the foot, and expecting the manufacturer to accept a blanket liability with other parties involved would be stupid. Hopefully they can work something out with the carrier regarding this, as they have some leverage considering they probably use them for most/all shipping, so their buying power is much greater than yours.

Tenecor's purported reputation notwithstanding, the notion of them actually building a tank with a flaw in it and intentionally shipping that out seems far fetched. Another thought is the shipping company might inspect the tank upon pickup also to make sure there are no defects/damage that exist prior to shipment. Just a thought. Either way, you have to imagine it from their point of view also. Good luck with whatever happens.

 

[C L O W N K N I F E]

already filed a claim with BBB. also will be contacting the attorney general's office in phoenix AZ.

i really cant believe that they are pinpointing shipping for their own quality control issue. im sure this thread will deter a lot of potential clients to buy from them.

Yes it will deter a lot of potential buyers from them, I'm deterred after reading this thread and other threads about them on MFK. It really bothers me that they try and cover this up when they know they did it & like VLDesign said, they are banking on the fact that you will just give up and go away.

WORD OF MOUTH WILL BITE THEM IN THE ASS, & hopefully they won't be continuing to get away with stuff like this much longer!

& I will spread the word to anyone thinking of buying tanks from them TO NOT BUY THEIR TANKS.

 

[hotsauce]

Well one lesson we can all learn from this, is to inspect a product prior to signing acceptance paperwork from shipping company. For such a high dollar item as this, being a pain in the butt customer to the shipping company is necessary. They are just trying to get to their next delivery. Ask them to stand by while you inspect your product for damage. If they call their supervisor and complain, ask to speak to the supervisor and explain your reasoning. They usually understand when you notify them of dollar amount and them possibly being liable for that amount. Or sometimes ask to inspect at there warehouse or office before delivery is made to your home. Good luck with this. I'm even a pain in the butt when I purchase used tanks. I ask the seller to fill it and ill pick it up in two days. If they say no, I don't buy it. Unless I'm buying with intesions on repairing a tank.

 

[jcardona1]

is to inspect a product prior to signing acceptance paperwork from shipping company.

Yeah, especially when dealing with large items shipped via truck freight (not UPS or Fedex). I had an expensive Weber gas grill delivered via truck freight. I made the guy wait, and didn't sign any paperwork until I tore the box open and inspected everything thoroughly. The vendor made it very clear that I needed to inspect the package before signing because of the FOB shipping point terms (just like Tenecor informs their customers). Once the item leaves the vendor's dock, it's no longer their responsibility. It's the responsibility, and liability, of the shipper and the buyer.

 

[Eupterus]

My largest tank is a Tenecor. I've been happy with it , so when I was looking for a tank for my goldfish, I checked their webpage for prices. Because their webpage was having problems, I sent them an email concerning this issue. They never replied nor fixed their webpage. IT says prices are listed, but they are not there.
Maybe this is an indicator of their service?...I don't but together with feedback like this gives me second thoughts about getting one of their aquariums.

 

[ChiPerf]

When I order a few hundred tires for my shop and they come on pallets, I make sure I count every single one before the driver leaves. Gotta do it.

 

[m_class2g]

yes i would have loved to inspect the tank but they had TERRIBLE communication. 3 people handled the production of 3 tanks!!! while this order got passed around from one person to the next, no one bothered to call me in between to let us know that someone new is handling the order! funny part is 2 people quite tenecor and the 3rd finished the order. i called the 2nd guy (which was most helpful) and he told me that he didnt work for the company anymore! i constantly called, emailed and basically got no where for a few weeks! the last time i spoke to tenecor, someone senior and in a higher position, they basically said dont worry the tank is coming and we are not out of business. lol. he assured me that he will let me know when the tank will be shipped and what day to expect it to arrive at my friends address so i can be there. I had no idea what day the tank was even coming until the shipping company called just the night before saying the tank is already at a warehouse in vancouver BC!!! the tank arrived at my friends place at 8am the next morning. that was too short of a notice for me to take a day off. especially when im swamped with work. after payment, i had next to no communication with them. worst customer service! seems like they cannot read their own order and ship out accordingly!

even when the 3 tanks arrived, there was missing bulkheads, missing feed tube. one tank came in with regular corners even though we paid tenecor more money for rounded corners! its even on the diagram they made us sign and they couldn't follow it! hahahahaha.

they are going downhill and they know this as well. i feel sorry for those people that work for that terrible company. the funny part is they are hurting themselves and those people will be out of a job soon! no wonder why so many senior members have left! so honestly, its not my loss lol. maybe when they are all out of a job, they will start thinking straight.

quality control is a BIG issue with TENECOR and they seem to brush it off and deny that they have this problem! read the above email from tenecor. what a joke!!!

maybe its true that i should have inspected the tank. unfortunately, i was not there. if the tank had a big dent on the entire corner, sure it could be shipping and therefore, you can blame use for not opening and inspecting the tanks when they arrived. but TAKE A LOOK at the picture! does that look like it got hit or got dropped!??????????? lol.

look at all the hits and views on this thread. 7 pages and 1700 hits and how many people now know not to order from them lol. look at all the potential sales they now have missed!!!

im glad to help those that are making up their mind if they should order from tenecor or not. messy bonding, chipped tank and the list goes on.

they have been warned via email of the potential outcome of my build threads. i showed them links from each website. bcaquaria.com arowanaclub.ca monsterfishkeepers etc. i said it can either have a positive or negative effect on their companys image but they have chosen not to comply with their own problem.

 

[m_class2g]

i was looking at the tank again and just pulled out the feeding tube for the first time to take a look at it. since i got another tank made, i want a feeding hole but a cover instead of a tube going into the water so my arowana doesnt hurt himself. here are some pics of the feeder tube. pics clearly this shows who ever made the tank has no skill. sure you can send off a messed up feeder hole but to send a tank that has the exact same chip on the corner!? hahaha. what an amateur!

goes to show that the employee does not care about assembling broken parts!!!

heres the pics of the corner chip. same size/corner ship. if they cant even properly make a feeding tube, how can they can be trusted to make an entire tank! doesnt this chip look exactly like the one on the 300 they sent to me!????????????????????????? how can this be "shipping" !??? lol