Jehmco.com

[Lisachromis]

Just ordered some more stuff for the new fishroom from Jehmco and it arrived quicker than I expected. Top rate seller!

[Ryan]

I have ordered from Jehm Co on a few different occasions with orders ranging from foods to medications to shipping supplies. I've never had a problem and shipping is always lighting fast. I usually have it in 3 days or so and I'm in Florida. I've always been happy with the products I've received.

[moik]

hello ,just ordered a linear pump from Jehmco. John was very helpful in the sizing of the pump. A real class act and a real asset to the hobby. Nothing but good to say about John and Jehmco. Thanks again

[GrillMaster]

I ordered my sponges, air pump, air line an water pump from them after Al sent me in that direction. John didn't try an sell me anything I didn't need as far as pump over kill, an the prices were really good.

My next orders will be from them as well.

Mark

[fishmama]

Just to forewarn others for any future unpleasantness, John at Jehmco is great at being friendly when selling items but, when it comes to handling a problem, his demeanor was rude and uncalled for IMO. Following an email from me to John after the issue had concluded:


name=Lisa
company=
email=
subject=Customer Service
message=Dear John,

I am writing this to let you know how disappointed I was with your handling of my bad water pump. From the first call to help trouble shoot your tone was condescending. After several calls to you, it was clear the pump had to be returned. Never once did you apologize for any inconvenience. As a matter of fact, you did nothing but try to assign the blame on your customer for the problem. Did it ever cross your mind that this pump was broken upon assembly during manufacture? In addition, I don't think you have any appreciation for what this actually cost me both in time and inconvenience. At $85/hr for a plumber to waste his time on a bad pump and $17 to ship it back in a timely manner...your measly $7 "store credit" is rather unimpressive and nothing but a slap in the face. By the way, my husband has no recollection of your statement that it had to be shipped back UPS ground. Furthermore, I would think you could have made an exception. It is not like I overnited it for $35!

And to top it all off, the condescending message on the repair invoice implying that it was broken when I removed the cover is erroneous. If you remember correctly, the cover was not even removed until AFTER the pump was not operating. In addition, to reiterate from our prior discussions, we did not just let this pump run dry in an abusive/destructive manner. Did your repair person find any indication there was damage from running dry????? And your laugh when I called upon receipt of repaired pump to verify that it indeed was bench tested was simply uncalled for. After my previous treatment from you, I certainly can't take for granted that you would do anything to ensure the customer has no further problems. It would have been silly of me NOT to verify that BEFORE spending more money on a plumber.

It is clear the JEHMCO certainly does not need my patronage and there are many other companys to choose from. Thus, you can keep your "store credit" as I will find a company that handle customer service in a more friendly and concerned manner.

Sincerely,
Lisa
Kansas City



FormHandler1=E-mail

[fishmama]

And his response email:

Lisa,
I am sorry you are disapointed with what we have done for you.

Product Warranties are normally handled through the manufacturer, not the
re-seller. When a customer has an item that qualifies for warranty they are
instructed by the manufacturer to return the item to them for
repair/replacement if product is found to be defective. Most often
manufacturers do not cover freight either inbound or outbound.

The literature included with the pump clearly states that in the case of
this product the manufacturer does not cover shipping expense to and from
them for repair/replacement.

Also if you read the instructions it clearly states:
"Never operate the pump without water inside the impeller chamber ..."
Please note that all aquarium pumps need to be flooded suction, they are not
self priming.

Your description on how the pump was intitially used (pump mounted above a
tank trying to suction from the tank) caused us concern that you operated
the pump incorrectly causing the failure. If you had hired a plumber to
install this pump then the plumber should have read the literature before
attempting to install it above the water level, and if he did not, then he
did you a disservice by installing incorrectly.

Upon your first call to us I tried to help you troubleshoot the problem and
requested you open the pump housing cover to inspect the impeller. I
mentioned that it is a simple design and should be easy to determine what is
wrong. We have sold many of these pumps and do not find these types of out
of the box failures. Yours is the first. If we had seen this type of problem
prior to yours it would have caused us to react differently, perhaps.
When I returned your call about the problem and you were not available I
requested to your husband that he should return the pump to us for
inspection by UPS ground and we will determine if anything is wrong then
give you credit if the pump is defective for the UPS shipping charges.
Instead you returned the pump via Priority Mail which is more than twice the
cost of UPS shipping.

When you complained about your freight cost I even said we could make up for
this on your next order.

I feel we have gone above what the manufacturer states on their Guarantee
and far above what most re-sellers today do with product warranties that are
from the manufacturer anyway. Customers are normally referred to the
manufacturer for product warranty issues. Many companies even make it
difficult to call and speak with someone.

Another issue to consider is that if you had spent some time trying to
troubleshoot the problem before shipping it back to us it may have been
apparent, as it was to us, upon opening the pump that the impeller was
broken. The problem could then have been solved much quicker and less
expensively by just shipping you a replacement impeller. In the end it was a
rather simple fix and did not require any testing other than a wet run test.

We have no way of knowing how the impeller was broken. In the end we did
give you, the customer, the benefit of the doubt and repaired the pump and
shipped it back to you at our cost immediatley. We turned it around the same
day. We did not receive any credit from the manufacturer for this issue
since we would have had to send it back to them at our cost and wait for
their reply which would be weeks. We did our best to satisfy you and get you
back up and running as fast as we could. We did credit you for the freight
charges which I said we would do, as well as offering you additional credit
to make up the difference for your Priority Mail charges on your next order.
If you feel we there is something more we could do let me know and I will
try my best to help you.

Sincerely,
John
JEHM Co., Inc.
1-800-521-6258

[fishmama]

What John so smuggly forgets is that during our discussions before purchasing my items, I pointedly asked him where items go if I have a problem, and he point blank told me "to us."

He also doesn't seem to understand that I am not an authorized repair person...and I did try to troubleshoot...that's why I opened it up!!! Certainly not just for the heck of it! I even took time to bucket test it per his suggestion, then he has the audacity to state "if you had spent some time trying to troubleshoot"...that's why I reached out to him in the first place and asked him "John, maybe you can help me troubleshoot" in those exact words!!! I could have just shoved it in a box and shipped it back. Shipping it back was the LAST thing I wanted to do.

I guess John expects that if someone has problems with a brand new, out of the box product it is the customers problem. And whatever inconvenience is incurred is okay. Even in his response to me he is still trying to assign blame to the customer and act as if he is doing me "a big favor".

He also assumes the plumber did not read the instructions. I was sitting in the same room when he did. Nowhere in the instructions does it state that the unit is "not self-priming"...and this is a unit intended for inline use. And the wording "do not operate without water inside impeller chamber"...can simply mean don't just plug it in without having an immediate water supply link.

He also states..."please note that all aquarium water pumps need to be flooded suction"...well, why didn't he say that when I purchased it. It is not in the instructions anywhere. I guess John thinks everyone should work for an aquarium supply company and have his knowledge.

Thanks for nothing John....your condescension and blame continue to amaze me. It is clear to me you feel you do your customers a "favor" and they do nothing for you...except aggravate. And your memory is interestingly selective. You made no mention of "making it up on my next order" until the end of our final discussion, and only after a very long, uncomfortable pregnant pause...and it was more like "we will see if I can cut you a break on the next order..." hardly reassuring. You also never offered up shipping reimbursement, my husband had to ask you for it. As a matter of record, you never offered any help...we had to ask you for every bit of assistance.

Anyway...enough time wasted on this.

[alpine]

Lisa, may I ask what pump was you had the problems with ?
roberto.

[AADiscus]

We have bought pumps and all kinds of things from John and have had great service from him and his co-workers. I'm sorry you had such a terrible time.

[fishmama]

I purchased QuietOne 4000 HH

[dishpanhands]

My advise is to get a new plumber. I have never seen a inline pump that is self priming.

[Ardan]

As per rules for this section

"only first hand experiences can be posted here"


everyone please follow the rules as I will have to edit posts


Ardan

[GulfCoastDiscus]

I been buying from Jehmco for years and have never had a problem. He has always credited or replaced any items was not right or broken.
I'm sorry for your bad experience with John.

[GrillMaster]

I have never had any problems with Jehmco. John has been more than helpful with me. They dont try an make any money on shipping costs like some other online dealers do. I usually recieve the stuff I order the next day but they are in Jersey so they are pretty close.

Sorry you had a bad time with them.

tc
Mark

[fishmama]

Mark-I hadn't had any problems with them prior to this either, that's why I have been so taken aback by John's demeanor with me from my very first call for his help.