Newtybar Posted January 27, 2015 Share Posted January 27, 2015 I'm so fed up with this company. As you all know my Nuvo 24 cracked (like many others) which caused a crap ton of headache. Not to mention led to the ultimate demise of some livestock. They replaced it with a Fusion 30L, which was great. They made me drive almost an hour to go pick up the Fusion...which is fine because I wanted it ASAP. I was given an inTank media basket from a fellow forum member (his also cracked) for the Nuvo, however unfortunately that doesn't fit into the 30L. Lost on that as well since IM refused to go out of their way on anything to make things right. So I order their CustomCaddy media basket from Aquarium Specialty, figured I'd save a little money over the inTank. It arrives CRACKED. Granted, it was shipped poorly. However, for something so fragile you'd think IM would package it in its box a little better. You can shake it around in there....IM tells me tough luck deal with the retailer. I also ordered a spin stream. Stick the sucker on and I hear this CLICK CLICK CLICK... I know this isn't normal because the spin stream on my Nuvo was super quiet. IM tells me to try a bunch of different stuff which doesn't work. Finally they tell me they can replace it...but they want me to drive over there since I "live close"...I tell them I'm not driving almost 2 hours both ways for a 24 dollar product. They say, they will set up a "one-time" sale to make it worth my while to drive out. So I ask how much the Desktop Ghost Skimmer is...they tell me $150. Wait..that's the same price as I can get it from retail, which I'd rather do since if it fails (and it probably will) I can send back to the retailer and the retailer will know how crappy the IM product is. So I have to ship it...at MY EXPENSE...and wait for another in return. So I say F it I don't want to wait and order another spin stream from Amazon this time. Guess what...it does the click click thing too. However, the good thing is...I can return to Amazon hassle free. I'm done with this company, their shoddy products, and their shoddy service. Link to comment
inTank Posted January 27, 2015 Share Posted January 27, 2015 So I order their CustomCaddy media basket from Aquarium Specialty, figured I'd save a little money over the inTank. They product pack theirs in China like crap for being acrylic. You should have come to the experts, in the USA USA! USA! USA! Link to comment
Formula462 Posted January 27, 2015 Share Posted January 27, 2015 Yah IM always gave me headaches at the store. They are cheaply made. Link to comment
Steelen Posted January 27, 2015 Share Posted January 27, 2015 I wanted to get their 16G but after hearing they were dropping it and even the Gen2 was still cracking I went with the IM40. Havent set it up yet, but looks way better. Thicker glass. For filtering etc I will use inTank because #### chinese bullshit products. Also I know Kessil is chinese (their mother company is hence the shitty customer service) but so far that seems to be working haha. Every company has its kinks and for IM its all hitting at once. Link to comment
GHill762 Posted January 27, 2015 Share Posted January 27, 2015 the company has been blaming tank failures on MP10's, c'mon, really? they make really nice looking tanks but I've heard too many bad stories.. Link to comment
APLATN13 Posted January 27, 2015 Share Posted January 27, 2015 Aquarium Specialty blows...read my build thread to see why.. Link to comment
StevieT Posted January 27, 2015 Share Posted January 27, 2015 Also I know Kessil is chinese (their mother company is hence the shitty customer service) but so far that seems to be working haha. DiCon is based out of Richmond, California. The lights are manufactured in Taiwan. We don't have any issues with Kessil to speak of Link to comment
Steelen Posted January 27, 2015 Share Posted January 27, 2015 DiCon is based out of Richmond, California. The lights are manufactured in Taiwan. We don't have any issues with Kessil to speak of I do. I ordered a Gooseneck through my LFS, it didn't come with the bridge to connect the kessil with the gooseneck. Almost 4 weeks in, still don't have a replacement item and my LFS is getting the run around. The lights it self are amazing and work awesome. Its the customer service for when shit does go wrong that is horrible. Link to comment
StevieT Posted January 27, 2015 Share Posted January 27, 2015 Email David at Kessil dlowry at kessil.com or have the LFS take a bridge out of a stocked gooseneck. That will motivate the LFS to put in a reorder and get this resolved faster. I suspect it's on your LFS end IME Link to comment
Based Posted January 27, 2015 Share Posted January 27, 2015 I do. I ordered a Gooseneck through my LFS, it didn't come with the bridge to connect the kessil with the gooseneck. Almost 4 weeks in, still don't have a replacement item and my LFS is getting the run around. The lights it self are amazing and work awesome. Its the customer service for when shit does go wrong that is horrible. Kessils customer service Is a great. Idk why you're having a problem but I had a kessil have a led go out and they responded to me a day later, sent me a new fixture with 2 day shipping and they are paying to have the faulty one shipped back. Link to comment
NorthGaHillbilly Posted January 27, 2015 Share Posted January 27, 2015 its funny how many of there tanks I see cracking and how few people are willing to think logically and come to the conclusion you did. A second shitty tank sounds worse than just one IMO. Hope you find a tank you like/ trust Link to comment
Newtybar Posted January 27, 2015 Author Share Posted January 27, 2015 They product pack theirs in China like crap for being acrylic. You should have come to the experts, in the USA USA! USA! USA! Just bought the filter floss holder and media basket! Hopefully it comes fast! Link to comment
CrazyEyes Posted January 27, 2015 Share Posted January 27, 2015 I almost bought a nuvo awhile back when I was looking at pico tanks and I'm so glad I was being a cheap bastard that day and just went with a plain jane deepblue cube. Link to comment
NanoFever Posted January 27, 2015 Share Posted January 27, 2015 Ya I am out for ever buying IM again as well. Mine leaked within months and no M10...made me ship back the tank to prove it at my cost and took months to ship it back. Also, had a mini reactor pump seize up within a month. I would recommend anything but IM. Although they do look sharp. The glass is sharper when it breaks. Link to comment
ninjamyst Posted January 27, 2015 Share Posted January 27, 2015 I would recommend anything but IM. Although they do look sharp. The glass is sharper when it breaks. lol Link to comment
doradosteve Posted January 28, 2015 Share Posted January 28, 2015 I have had GREAT customer service with IM Link to comment
NorthGaHillbilly Posted January 28, 2015 Share Posted January 28, 2015 I have had GREAT customer service with IM Why did you have to contact their CS? Link to comment
Thomas898 Posted January 28, 2015 Share Posted January 28, 2015 Well.. This was a helpful thread to find before paying a small fortune to have an IM shipped! Link to comment
benjho Posted January 28, 2015 Share Posted January 28, 2015 I have two Innovative Marine Fusion 10g tanks(only $100 each tank) both lit by two Maxspect Celestials full spec. So far haven't had a problem. And haven't seen a bad review on the fusion series yet. Nuvo series definitely was a fail though... Link to comment
CrazyCarl Posted January 28, 2015 Share Posted January 28, 2015 I have had 3 of their products fail on me. Fuge light (randomly just stopped working), Minimax reactor (pump crapped out TWICE), and their IM desktop skim mate skimmer just never worked (wouldn't produce skim mate after endless adjusting). I got an Aquamaxx HOB skimmer and was going to sell the IM skimmer, but after seeing how well the Aquamaxx worked I couldn't bring myself to sell it to anyone. I donated it to my reef club, and I even felt bad about that LOL. My tank didn't crack though (knock on wood). After hearing about how they have treated customers, I refuse to give them any more $. Their products all look decent from an ascetic standpoint, so it is a shame they are poor quality, and that they didn't just own up to the tank cracking issue, really disappointing. Plus they blatantly stole stevietree's media basket design! Link to comment
Newtybar Posted January 28, 2015 Author Share Posted January 28, 2015 I have two Innovative Marine Fusion 10g tanks(only $100 each tank) both lit by two Maxspect Celestials full spec. So far haven't had a problem. And haven't seen a bad review on the fusion series yet. Nuvo series definitely was a fail though... Fusion 30L is fine....except the media baskets that come with it suck. The accessories are all fail though. Link to comment
aviator300 Posted January 28, 2015 Share Posted January 28, 2015 Seems like folks keep buying IM products despite their leaky reputation and piss poor customer service. I think the prevailing attitude goes something like this. " I know that IM had problems with their older tanks cracking and poor customer service but im willing to take a chance on them cause their tanks look so cool". Then sure as shootin, we will be reading their next posts about why we should never, ever buy an IM product ever again. I think people buy them for the same reason that thousands of Lemmings will follow a single leader to their deaths over the cliffs of the Arctic Circle. Like Lemmings at the cliffs edge, hopeful IM purchasers seem steeped in denial of the risks they face despite a plethora of documented cases screaming at them "No no, dont do it, purchase something else". Link to comment
benjho Posted January 28, 2015 Share Posted January 28, 2015 Fusion 30L is fine....except the media baskets that come with it suck. The accessories are all fail though. Lol, never bought their accessories before.. I wouldn't know.. But honestly, I love my two IM Fusion 10g tanks. Best $200 I've ever spent on good quality low-iron aio tanks. Link to comment
NISMO703 Posted January 28, 2015 Share Posted January 28, 2015 Lol, never bought their accessories before.. I wouldn't know.. But honestly, I love my two IM Fusion 10g tanks. Best $200 I've ever spent on good quality low-iron aio tanks. +1 I have the IM Fusion 40 and love it. Link to comment
rod00007 Posted January 28, 2015 Share Posted January 28, 2015 The best customer service I have ever had in this hobby was dealing with Kessil. You need to contact them directly. Link to comment
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