I have placed quite a few orders with PPCs and have been very satisfied with their selection and order accuracy. I even received some free PPCs swag (nice t-shirts) that I proudly wear. Recently, I had ordered some fittings and one bitspower rotary fitting arrived defective, leaking at the rotary.
I contacted ppc's and informed them of the defective fitting ($14 part). They send me an email asking for a picture of the fitting (which I thought somewhat strange for a couple reasons, a: its one fitting and b: you cant tell it's defective from looking at it)
So, I sent them a picture. then they replied saying that they would contact Bitspower and try to get rma authorization.
At this point, I bought the same fitting from a different vendor (which I received a couple days later).
A couple days later, I asked if they had heard from Bitspower.
They responded 'no' and they would try again.
Another day or two pass, I get a response saying that they would replace the part. I get another email saying that a package was sent. I also get a email from a rep at bitspower saying that we should replace the part (assuming it was a forward of the message sent to ppcs).
I got the replacement from ppcs about 10 days after receiving the package with the defective fitting. Now while I am not upset or completely unsatisfied with the sequence of customer service/ rma steps to receive my lousy single fitting, I did receive a replacement at no additional cost after all... But it seems like I had to jump through a few too many hoops and a bit too much effort on my part to replace a inexpensive defective fitting. At least I got a cool 'defective bitspower rotary keychain ornament'
If they sweat customers this much for a fitting, I could imagine they might
give an even harder time when it comes to more expensive parts (like a pump, that can be easily damaged by the end user, like if ran dry (without water feeding it)' then claiming the pump is noisy/defective whatever.
Also I understand that PPCs needs to protect their profits and I'm sure that there are some customers who make false claims in hope of getting free replacement parts.
Good/great customer service would have been a bit more like this 'fantasy recreation'....
Me: looks like I got a defective fitting.. Can I please get a replacement?
PPCS: Sorry to hear about that sir. We will ship you a replacement asap. We apologize for any inconvenience this delay may have caused you.
Me: Thank you very much- You guys rock!Edited by bob808 - 4/24/14 at 7:23pm