View Full Version : Excellent Customer Service?


g9550
11-12-2009, 8:58 AM
I hate having to share a negative experience about any company but I think I have been more than patient with MRC. Based on tons of positive feedback, I contacted MRC on August 8th to see if they could or would be interested in building a custom HOB skimmer for me.

On September 21st after numerous phone calls I received an email from MRC that said they were going to START making mock ups after MACNA! I understand gearing up for a trade show but they had done nothing in over a month which I just can't understand.

So now its the middle of November and I am sad to report that I have heard nothing else from MRC regarding this request. I have tried to call them for the past couple of days and all I get is a machine.

I still need a skimmer and would like to buy a high quality unit. I also think it would be nice to support a local business but MRC has got some work to do if they are going to earn my business.

Amici
11-12-2009, 9:58 AM
Have you gone by the store to sit down with them and get it all planned out? MRC isnt going to just throw together a HOB skimmer without it being top notch so its not a quick process to design one from scratch. It literally takes months. Have you sent them a pm or email? Sounds odd, I have a buddy who has called them twice in the past week and both times he got ahold of someone.

Miami Dolfan
11-12-2009, 10:13 AM
I've been by there a couple of times and they're pretty much always busy. The staff there are very cooperative and I have never had an issue with anyone there. Give them an opportunity to help you and I'm sure you won't be dissapointed.

g9550
11-12-2009, 10:25 AM
To be honest I was unaware that they had a "retail" location so, no I haven't been by. The flip side of that is when this all got started via phone and email it was never suggested that I come by and talk about it. I would have been happy to go by.

As for the design process, I am very aware of what it takes to design a custom solution from scratch. I am a custom integrator and some of the systems I have designed and implemented have taken almost 2 years to complete. However I remain in touch with my client's during the process to give them updates on how the project is progressing. I don't expect or want them to have to chase me down to figure out what's going on.

Really the communication part is what I am disappointed with here. All they had to do to keep me happy was shoot me an email or two to let me know what was up.

In the past, I have had good luck getting a person when I call but have been striking out the past few days.

g9550
11-12-2009, 10:26 AM
I've been by there a couple of times and they're pretty much always busy. The staff there are very cooperative and I have never had an issue with anyone there. Give them an opportunity to help you and I'm sure you won't be dissapointed.

So far they have had over three months of opportunity.

Amici
11-12-2009, 10:31 AM
Im sure its an oversight, and honestly if you are having a company which does not do only custom work and has a number of other products then odds are that the custom process will take longer since there are other obligations they have. Im more baffled by the fact you cant get in touch with them, I JUST got a call from my friend who had called them for the third time this week today and got in touch with them. I asked him specifically if he had called and talked to them and he said yes. I honestly think this is an oversight and some miscommunication.

As for not knowing there is a retail location, its all posted on the sponsor page. Might want to look there.

g9550
11-12-2009, 10:45 AM
As for not knowing there is a retail location, its all posted on the sponsor page. Might want to look there.


I used the sponsor page to get to MRC's website, I didn't see anything about a store on the main page or in the about us section and assumed that the address provided on the sponsor page was to their manufacturing facility. I have been back to their website and did find their warehouse/store hours posted in the contact us section.

LilRobb
11-12-2009, 10:46 AM
I have to agree on the telephone machine issue,
but emails and PMs are answered within hours. latest the next day.

I encourage you to stop by at their shop and discuss in person.

I just had them retrofit my Kalkreactor to the new model, and not only did they do an awesome job, it was also completed in 24hrs.

Robb

Amici
11-12-2009, 11:27 AM
I used the sponsor page to get to MRC's website, I didn't see anything about a store on the main page or in the about us section and assumed that the address provided on the sponsor page was to their manufacturing facility. I have been back to their website and did find their warehouse/store hours posted in the contact us section.

Its the same location, they have a small office and display room and then the workshop is in the back. I sent you a pm back so hopefully that will be some help.

-Charlie

theplatypus
11-12-2009, 6:19 PM
I have to agree on the telephone machine issue,
but emails and PMs are answered within hours. latest the next day.

I encourage you to stop by at their shop and discuss in person.

I just had them retrofit my Kalkreactor to the new model, and not only did they do an awesome job, it was also completed in 24hrs.

Robb


I had similar issues in regards to returned phone calls with them. I was interested in having them build me another tank several months ago. I called 2 or 3 times, never heard back. I decided to try one last time and reached an actual person. They were very helpful it was just more than I wanted to spend on a smaller tank. I've owned or own an MRC skimmer,Calcium Reactor, and custom tank, all of which are outstanding. But the return communication thing could be worked on in my opinion.