panayiote73
Non-member
Had a interesting experience with DA. My NET module got wet and stopped working. I called and the person I talked to opened a case, gave me an RA, and instructions to ship back for repairs. I mailed it out next day.
I called 2 weeks later since I hadn't heard anything and was told the module was in-house and being tested, they said if it can't be repaired we will let you know. I waited a week before I called back, no answer left msg. Waited another week, called back and again no answer left msg. Now I'm upset, called back the next day maybe 6 times, no answer. Waited a week and tried calling again, no answer left message. I also went to their website and sent them an email, no response.
Now it's over a month and at this time I'm thinking they went out of business or something. I called and left 1 final msg, it was very polite (as all the others were) pleading that someone please call me back.
One week later out of the blue at 7pm at night someone called! I was so surprised, the woman was very apologetic. She informed me that they only had 1 person in-house to do tech support and that he was part time and overwhelmed. She said she's been calling to help customers with simple problems because she has no idea what the reefkeeper does (I wanted to say something so bad but I bit my tongue). This is the part I am most ecstatic about. She informed me that my NET module was not repairable due to the water damage BUT she was going to ship me a brand new one to make up for my troubles!
NOW THAT'S CUSTOMER SERVICE! (I think?)
I called 2 weeks later since I hadn't heard anything and was told the module was in-house and being tested, they said if it can't be repaired we will let you know. I waited a week before I called back, no answer left msg. Waited another week, called back and again no answer left msg. Now I'm upset, called back the next day maybe 6 times, no answer. Waited a week and tried calling again, no answer left message. I also went to their website and sent them an email, no response.
Now it's over a month and at this time I'm thinking they went out of business or something. I called and left 1 final msg, it was very polite (as all the others were) pleading that someone please call me back.
One week later out of the blue at 7pm at night someone called! I was so surprised, the woman was very apologetic. She informed me that they only had 1 person in-house to do tech support and that he was part time and overwhelmed. She said she's been calling to help customers with simple problems because she has no idea what the reefkeeper does (I wanted to say something so bad but I bit my tongue). This is the part I am most ecstatic about. She informed me that my NET module was not repairable due to the water damage BUT she was going to ship me a brand new one to make up for my troubles!
NOW THAT'S CUSTOMER SERVICE! (I think?)
