Beware on this store: FISH-STREET

[sumka33]

I'll refresh the subject.
I would like to share with you my experience with the online store "fish-street". At the outset, I would like to emphasize that the store is focused exclusively for sale and any warranty liability for the goods sold does not fall within the scope of their business. 
Below are copies of our conversation:

Me:Hello, On 28 Apr 2016 I bought on Your web site (http://www.fish-street.com/) the Jebao WiFi Cross Flow Pump CP-25. 
The pump was worked very well till this day. This morning the pump stopped working. I cleared it thinking it would help but unfortunately the rotors are still standing.
When the pump is on the red warrning light on the controller lights up. Best regards

Store:HI Marek
Custom order here
cp25 motor parts USD45
ERic

Me:Hello,
Thank you for the quick reply. The pump is 11 months old and is under your warranty. I'm not a specialist and I can not figure out what's wrong with this device.
Best regards

Store:HI
Over 3 months need to pay the shipping
When you make the payment, please let us to know, otherwise return to HK to repair need more time and shipping fee for you, we have no need for you return the item for us to repair

Me:Hello,
Why the shipping of damaged parts can cost $ 45, while delivery of the entire CP25 pump costs $ 3,9 
The pump is 11 months old and is covered by a guarantee.
On the other hand in your forum you wrote on warranty inquiry:
"HI
1 year warranty~ Over 3 month need pay some shipping fee for the cost around USD5 to 15
Thanks
FishStreetStore"
In this information you specified that the delivery can cost from $ 5 to $ 15. 
I could pay $ 10 for delivery.
Best regards
Marek Kijonka

About 3-4 days of silence then I was angry and wrote

Me:Hello,
I would like to ask you why you ignore my warranty claim. 
You sold a device that stopped working during the warranty period. 
I am an active user of 4 reef forums (Reef Central, Reef 2 Reef, 3Reef, Nano-Reef) and a member of the biggest forum in Poland. I do not care about those $ 40 but I feel cheated.
If my warranty claims end like that then I will set up a comprehensive theme presenting the situation and posts posted here in all the above forums.
Best regards
Marek Kijonka

Store:Hi 
We not ignore for you, all the item must return it back if you cannot make the shipping on it 
You can return it back for us, we can help you to fixed on it, but also resend from Hong Kong to you again, need uSD35 delivery
Please let me to know when you can return back to us 
We actually doing the best solution for you, no need to return just pay for us some shipping, that you no need to waiting and save for your time and shipping fee return for us 
Eric

Me:Hello,
Thank you for the reply. Unfortunately, the content of the response is inconsistent with the previous messages. 
Quotation 1 from your forum:
1 year warranty~ Over 3 month need pay some shipping fee for the cost around USD5 to 15
Quotation 2 from our correspondence:
we have no need for you return the item for us to repair
I just want you to send me an efficient part of the pump motor at a reasonable price according to the information you provide on your site. 
I know the price for shipping and and the value of $ 40 is unreasonable (is too big).
Best regards
Marek Kijonka

Store:HI Marek 
Custom order here
cp25 motor parts USD45
http://www.fish-street.com/custom_order_payment 
ERic

Me:Hello,
You are responsible for the equipment you are selling - on the basis of the warranty.
As a result, you can only claim shipping costs (which range between $ 5 and $ 15). Meanwhile, you want $ 45 which represents 50% of the price of the whole new device now - it's absurd. After a consultation with a department of store erybka in Poland they confirmed that this is a fraud. They proposed that they would repair the device.
I am disappointed that I am forced to finish cooperation with you in this way.
Best regards
Marek Kijonka

The problem has been described in our regional forum:
http://nano-reef.pl/forums/topic/942...comment-961514 
and in reefcentral.com

[ngvu1]

Sorry to hear Marek,

 

However, Fish-Street is a Chinese company....No disrespect but that is how they operate. You buy an item and the minute you walk pass the door,it is out of warranty.....Kind of!  Anyway, long story short, next time buy these items from a reputable store like Amazon, sold by Amazon only and not a store selling on Amazon, and you will get the service you expect. However, there is a bit of premium you pay at the beginning for the higher price...Good luck with your tank and hope you can find a better deal

[Andyr]

I have had a similar horrible warranty experience. I would stay clear of this store, rip off artists.  I  bought 2x RW-25 for US140, and one impeller stopped turning within 4 months.  Their answer (sic): "it is a consume part, like printer ink.  Needs to be replaced after 3m.  You can pay US75 for another one and it wont break".   Can you believe they tried to up-sell me to another model?  I tried several times to get a reasonable outcome, but no luck - see below (my bold highlights).  STAY AWAY

 

HI Andrew

For the Jebao Pump SW and RW is a consume goods, it is like a printer ink when it operation a time for 3 month to 1 year need to change a new unit.  If for your controller or power supply is failure, we cover a new replacement without problem, but this consume goods, it is not include on it, hope you can understand we given for you discount to let you upgrade

Eric

 

HI Andrew

Yes, if you require RW15 motor parts is USD35 per unit for the consume goods, just like a printer ink, when it using it will need time consume to replacement, why not 1 time to upgrade as this discount offer?

I have a good solution for you , the rw pump is require replacement within a year. If you do not want to damage again. I can offer for you discount for QP16 wavemaker 2017. it will not damage. I offer USD75 include shipping, send you a controller and pump, not include a power supply, you using rw15 power supply to running it.

Eric

 

My reminder:

Hi Eric

I would appreciate your reply in this matter. I want to know if you are going to fix this problem or not. I want you to know I will be reporting you to the department of fair trading in NSW Australia if you do not respond with a fair outcome. I will also make multiple postings on every reef forum thread about my poor experience with your store including the unacceptable email below where you suggest I buy another 75 USD replacement 5 months after buying the first - and claiming it is a "good" solution. 

Andrew 

 

My reply : 

Hi Eric

Perhaps you misunderstand my request. I bought the pump only 5 months ago in June17. It would be completely unacceptable to ask I pay for another one to replace it after so little time. That would mean you offer zero warranty on the pump.    And then will the replacement one that you want me to buy break again in 5 months? Clearly this would be unacceptable to any customer. I want either a free replacement pump or a full refund. That is the fair solution to this. Looking forward to your response. 

Andrew

 

Reply 19-Nov-17:

HI Andrew
I have a good solution for you , the rw pump is require replacement within a year. If you do not want to damage again I can offer for you discount for QP16 wavemaker 2017. it will not damage.
I offer USD75 include shipping, send you a controller and pump, not include a power supply, you using rw15 power supply to running it

Eric

 

My question: 19-Nov-17:

I purchased 2x RW-15 on 1-Jun, 1 stopped working 1 month ago.  I tested it using the other still-working one.  The controller is OK, the powerhead is broken (impeller does NOT turn).   How can I get warranty service?