Thank you Arcadia top customer service!

Torterra · 21-07-2013, 09:18 AM

I would like to thank customer service from Arcadia. SPS closed down just in time when my two 160W lights blew up under warranty. In fact, I contacted SPS two weeks before they shut ( I did not know it is going to happen), and they replied and promised to exchange the faulty light if I send it back to them. Which I did and it cost me just over £5. I had no choice to buy a new one would be much more. I have proof of posting, I contacted them and all reply I had from them that they did not receive it. Now I know why, they were due to close in few days time, why would they be exchanding faulty goods. Only missing my fiver.

After SPS announcement I contacted Arcadia and Brett and John sorted it in no time. Great customer service! And the new lights are great my Stars and Turtles love it.

Merlin M · 21-07-2013, 10:47 AM

That is good to hear!

Arcadiajohn · 21-07-2013, 11:09 AM

Thanks for the feedback!

We do our best

John

burnt toast · 21-07-2013, 11:15 AM

Im in exactly same situation! Contacted SPS who confirmed bulb was covered by warranty about to send it back when I couldnt contact them to confirm return address & then story broke on here. I have contacted Arcadia but they asked for e-mail receipt which I havent got, dont even know if I had one but dont keep all e-mails as have loads each day. I do have the e-mail from SPS agreeing to cover it, so will send them that & hopefully they will be able to help. Will chase them up Monday. Glad you sorted yours

Easter Bunny · 21-07-2013, 04:25 PM

That's brilliant customer service

Stellanne · 21-07-2013, 06:40 PM

It is great to hear praise from excellent customer service. There seems only a tendency to complain when things go wrong. X x x hugs x x

21-07-2013, 09:18 AM	#1
Torterra Senior Member Sub Adult Join Date: Apr 2010 Location: England, SE Posts: 1,396	Thank you Arcadia top customer service! I would like to thank customer service from Arcadia. SPS closed down just in time when my two 160W lights blew up under warranty. In fact, I contacted SPS two weeks before they shut ( I did not know it is going to happen), and they replied and promised to exchange the faulty light if I send it back to them. Which I did and it cost me just over £5. I had no choice to buy a new one would be much more. I have proof of posting, I contacted them and all reply I had from them that they did not receive it. Now I know why, they were due to close in few days time, why would they be exchanding faulty goods. Only missing my fiver. After SPS announcement I contacted Arcadia and Brett and John sorted it in no time. Great customer service! And the new lights are great my Stars and Turtles love it. __________________ ~~~~~~~~~~~~~~~~~ 1.2.0 Geoshelone elegans (Indian Star) 1.2.1 Kinosternon Bauri (Three Striped mud turtles) 0.0.2 Sternotherus Carinatus (Razorback Musk Turtle) http://kinosternon-baurii.blogspot.co.uk/ ~~~~~~~~~~~~~~~~~

21-07-2013, 10:47 AM	#2
Merlin M Senior Member Adult Join Date: Feb 2012 Location: Edinburgh Posts: 4,186	That is good to hear! __________________ 1:1:1 Horsfields (Misha, Amber and Teabag) 1:0:0 Dog: Rocco, Rottweiler cross 1 husband (Russ)

21-07-2013, 11:09 AM	#3
Arcadiajohn Member Hatched Join Date: Jan 2011 Location: West sussex Posts: 424	Thanks for the feedback! We do our best John __________________ John courteney-smith MRSB Arcadia reptile products manager MBD and reptile nutrition books OUT NOW www.arcadia-reptile.com/reptile-care-books Please join us on Facebook, Arcadia reptile www.Arcadia-reptile.com

21-07-2013, 04:25 PM	#5
Easter Bunny Senior Member Adult Join Date: Apr 2011 Location: Kent Posts: 5,337	That's brilliant customer service __________________ Lynne x

21-07-2013, 11:15 AM	#4
burnt toast Senior Member Adult Join Date: Jun 2009 Posts: 5,245	Im in exactly same situation! Contacted SPS who confirmed bulb was covered by warranty about to send it back when I couldnt contact them to confirm return address & then story broke on here. I have contacted Arcadia but they asked for e-mail receipt which I havent got, dont even know if I had one but dont keep all e-mails as have loads each day. I do have the e-mail from SPS agreeing to cover it, so will send them that & hopefully they will be able to help. Will chase them up Monday. Glad you sorted yours

21-07-2013, 06:40 PM	#6
Stellanne Member Hatchling Join Date: Mar 2012 Posts: 686	It is great to hear praise from excellent customer service. There seems only a tendency to complain when things go wrong. X x x hugs x x

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