How long does AI take to send replacements????

[reefmaniac]

I have been waiting a week now for my replacement AI power supply for one of my units. Does any one know how long it usually takes them to ship out? I keep calling and they keep saying it was mailed out last week.

 

[rookie07]

I had very fast response time, and replacements. Once they said they mailed something, it was received days later. Your situation sounds fishy, but I have faith in them, they want to do the right thing (or so I thought).

They should give you tracking info...I dont think they would ship without tracking. (no tracking info means not shipped to me, but I am guessing here)
Best of luck

 

[reefmaniac]

Yea, I called them today and they said since it was only the power supply they didn't get a tracking #. WTF?? I heard so many great things about this company and the customer service, I figured my power supply would be here by now. Good thing it's not on my tank yet, what would I do for a week with no lights? Guess I might have to keep my T5 set up just in case.

 

[ed4]

IMO their fullfillment logistics still need improvement. I'm hearing that their controllers are still on intergalactic backorder, among a few of their other things.

 

[dnov99]

I had a power supply shipped immediately, doesn't sound normal. Maybe shipping was messed up...

 

[Killarsox]

Yea, I called them today and they said since it was only the power supply they didn't get a tracking #. WTF?? I heard so many great things about this company and the customer service, I figured my power supply would be here by now. Good thing it's not on my tank yet, what would I do for a week with no lights? Guess I might have to keep my T5 set up just in case.

When I purchased my original AI Sol White, the cable that connects the power supply to the lights went bad. Within 5 days I had a new cable shipped to me on their dime. Don't think it's not on its way b/c of no tracking number, when they sent me the cable there was no tracking number. I believe it's because it was delivered via USPS. I'll be the first to admit the units are pricey, but IMO not only do they have a quality product, but they're customer service is excellent.

 

[reefmaniac]

I hope it gets here soon. I'm gonna call them again tomorrow and I hope it will be here by then.

 

[reefmaniac]

Ok so I got the new Power supply today, I plugged everything in and nothing. So now I have to send the entire unit out with controller, although I did here a screw or something bouncing around in there.

 

[dacaptain78]

That stinks. Where did you purchase the unit from?

 

[reefmaniac]

A LFS in NJ, Not gonna name them because it is not their fault. The other units work completely fine. I talked to Justin at AI and has Emailed me a shipping label and said I should have the new unit and controller by the end of the week or early next week. Let's see what happens.