JimM

Some of you know me as a relative newbie... less than a year in the hobby... and that while I read RA constantly I rarely blog. I had a recent experience with a vendor that I just cant help but share with the group.

Last summer we purchased an auto top-off kit from Aquahub, assembled and installed it per the enclosed instructions and it ran flawlessly for several months. Yea! No more manual topping off the 75G display and 35G fuge! Suddenly it stopped calling for water as evidenced by the return pump pushing more air into the display tank than water. Not to panic... I do have some basic electrical skills... took the system down from the fuge to bench test. The DC converter was putting out the required voltage to the relay socket... and the small extension cord integrated into the relay socket was intact. Continuity testing on all tested fine but still not action.

Emailed the service guys at Aquahub and got a reply in several hours. They believed the relay itself was bad and announce they would be mailing one out directly. BAM! Thirty six hours later the envelope arrives with two new relays... no bill... no note... just two new relays. Off I went to hopefully put the auto back into the top off but nothing. The relay(s) didnt even click on power up. Back to emailing the service guys... low and behold... another reply arrives in my inbox several hours later. This time... they announce... they are send me a complete new kit... pre wired and ready for action.

BAM! Thirty six hours later the new kit arrives with some hand written notes for installation... but again... no charge... no bill... no nothing else! Back to the bench. Now after reading their hand written notes I had a revelation! I had mistakenly made incorrect connections while testing my original setup! After correcting my mistake the system came up perfectly with one of the new relays.

Imagine my embarrassment! I promptly emailed Aquahub and admitted my mistake offering to pay for the new kit they had sent as I wished to keep it for a future project anyway. Their response was appreciative they proceeded to offer me a discount on the kit and would not take any shipping... nor did they want anything at all for the relays sent in the first place.

I am very impressed with the commitment to customer service. Aquahub has my business forever!