Hagen is no help

[bryancb]

I recently purchased a Fluval Spec for a friend im visiting and when i got here i set it up and the pump started and light turned on for about 5 seconds and went out. So i thought no big deal at least the pump works till i can contact them. Well about 2 hours later the pump stops.. so now im worried. I wrote them about the LED light not working and then followed that up with the pump going out too. They tell me to clean it out and troubleshoot it, well yes i had already done all that but they didnt say a thing about the light. I write back and ask them how i can get replacements for the pump and light since i have sand and rocks in the tank already.

Again they tell me to clean the pump and no mention of the light, i say yes i tried that numerous times and it didnt work. Instead of helping me they ask for a copy of the receipt, but since i wasnt going to be near the shop i bought it from i didnt take the receipt with me. And that was the last i heard from them. I called the store i got it from but the owner is out for a few days and they couldnt help either.

So ive had this setup sitting for 6 days now and no answer from them in 3 days, and ive written each day to them and nothing
Seems to me Hagen doesnt want to help once youve paid for their products, and they sold me a $70 box for water, which i could have gotten a rubbermaid for $5
Needless to say i wont ever touch another of their products again, I mean seriously the LED went on for 5 seconds and out, how does that even happen, but then the pump follows 2 hours later and they seem to think its a clog, WHAT ABOUT THE LIGHT??
Hagen makes pretty boxes but thats all i guess

[alton]

I would get with the store you purchased it from and return it for repairs or replacement.

[Gseclipse02]

what store was it ? try calling them again and see what they can do for you ...

[bryancb]

i had someone contact them since im far from home but they just said the owner is out till tomorrow so they couldnt... or wouldnt do anything
Guess ill have to deal with them when i come home too

Ill see if i can get someone to go thru all my stuff till they find the original receipt and am too far away for it to do me any good right now
Just ****ed Hagen wont contact me anymore since it was their product that didnt work. I mean both the light and pump wont do a thing

starting to see bristleworms laying dead on the sand so cant imagine anything is going to make it thru all this

[bryancb]

well since the local owner is still out i got no help there

and as far as im concerned i bought 1 thing from them and nothing has worked even a little
and they have given me a hard time about returns
customer service is as low as they get from my standpoint

maybe im the only 1 who has ben let down by them but i wont use any of their products again and wont be going back to this local shop either
again im far from home and getting no help

[bryancb]

well another day and still nothing from hagen or shop
seems while im away this far that until i get home and bring in the receipt i wont get anything done

so i guess ill try and enjoy the part of my vacation that hasnt been ruined and scrap everything in the tank now
what a waste

[alton]

Okay I kind a little insite from a friend at a fish store yesterday about Hagen. The Hagen rep for this area has been there rep for 15 years and is great to deal with. But it needs to start with bringing the tank back to the store where you purchased it to get service. So enjoy your vacation and bring the tank back with you.

[bryancb]

Im in Venice, Italy
the whole point of bringing the tank was to leave it here, so bringing it home then id have to reship it back empty kind of defeats the purpose
I just wont buy Hagen again because they havent responded in 4 days now and only responses before were try to clean it, and do i still have the receipt
they still havent said anything about the lighting

[Richard]

I wonder if it is a voltage issue, 220v in Italy right?

[ErikH]

I wonder if it is a voltage issue, 220v in Italy right?

I think you're right!