Trigger Systems Customer Support

[bluepuli]

Hi Everyone. I am wondering if anyone can provide advice on getting customer support from Trigger Systems. I purchase a motorized roller upgrade kit directly from Trigger Systems. After a week of being in service the motor/controller experienced a problem. I have been emailing them multiple times over the last month in hopes of getting them to replace the defective part. The first email was ignored for ten days. A number of emails since then has not ended up with a resolution. The last one asked me to disassemble the controller, take off the back plate, and try and see if this fixes the problem. It did not and I promptly let them know that it did not. This was supposed to be the last thing to try before they replaced the defective unit. Now I am 9 days since I let them know this, and no response from them. I even emailed them a couple of days ago asking for their response. No reply to that email either. Anyone else have issues with their Customer support? If so, did you get a satisfactory resolution?

 

[Gumbies R Us]

I tried to go to the website and find more information for you, but it seems to load very slowly on my end. Hopefully, you will get this sorted out!

 

[bluepuli]

I tried to go to the website and find more information for you, but it seems to load very slowly on my end. Hopefully, you will get this sorted out!

Finally heard from them yesterday and they are going to replace my controller/motor. They moved their facility to a new location which I was unaware of. Hopefully this less than great customer support was just an anomaly.

 

[SPS2020]

Finally heard from them yesterday and they are going to replace my controller/motor. They moved their facility to a new location which I was unaware of. Hopefully this less than great customer support was just an anomaly.

By the way,

Welcome to Reef2Reef!

 

[bluepuli]

By the way,

Welcome to Reef2Reef!

Thanks

 

[scheined]

Hi Everyone. I am wondering if anyone can provide advice on getting customer support from Trigger Systems. I purchase a motorized roller upgrade kit directly from Trigger Systems. After a week of being in service the motor/controller experienced a problem. I have been emailing them multiple times over the last month in hopes of getting them to replace the defective part. The first email was ignored for ten days. A number of emails since then has not ended up with a resolution. The last one asked me to disassemble the controller, take off the back plate, and try and see if this fixes the problem. It did not and I promptly let them know that it did not. This was supposed to be the last thing to try before they replaced the defective unit. Now I am 9 days since I let them know this, and no response from them. I even emailed them a couple of days ago asking for their response. No reply to that email either. Anyone else have issues with their Customer support? If so, did you get a satisfactory resolution?

I have had exactly the same experience. Got an email from David, to which I replied, but no information since. I was told they were shipping me a new upgraded motor controller, but two weeks later it hasn't arrived. They asked me to send the unit back, but haven't provided an address. Would also like to hear from anyone who has some advice here. Thanks.

 

[bluepuli]

Sorry to hear you are experiencing the same problem. While I purchased the motor upgrade directly from Trigger Systems, the sump was purchased from Bulk Reef Supply. I contacted BRS customer service and they seemed to be able to get a better response on my behalf. I did get my replacement eventually. If you can get a vendor involved, it might help.

 

[scheined]

Thanks very much. I purchased the sump from Aquacave, but the upgrade directly from Trigger Systems, same as you. I will contact Aquacave. BTW, I am sending the upgrade motor, along with e-mail string directly to Trigger systems. Its certainly not of any use to me now. Perhaps this will get some response on their side.

 

[bluepuli]

Sounds like a good plan.