Brinsea Nightmare.....Need advice

[ncarper]

Recieved my new brinsea octagon 20 advance two weeks ago. Upon recieving it, I gave it a dry run to check it out and to my horror the temperature was off by 3 degrees; I verified this with two independent thermometers. I called brinsea and they told me to send it back at my expense and they would look at it. Well $15 (what it cost me to ship it back) and a week later (they recieved it a week ago) they still haven't had time to look it. I told the customer service rep that I just wanted to return it then and she told me there would be a 20% restocking fee. From all the reviews I've read I have no doubt that brinsea incubators are great, but their service is horrible. I'm so upset with their service that I'm inclined to cut my losses and never do business with them. I just don't know what to do.

 

[ncarper]

Not knowing what to do I decided to bypass brinsea cust service in Florida and contact Brinsea Headquarters in UK. Upon explaining to them my situation they seemed rather upset and concerned about how this whole situation was handled by Brinsea USA. The rep I spoke with said they should have sent a replacement immediately. He explained that Brinsea is an owner run company that prides itself on quality and service. He said he would contact Brinsea USA on my behalf and recommend they send a replacement immediately. Though I'm very disappointed with the service I've recieved from Brinsea USA, the experience I had with the service rep in the UK was excellent. Now here's hoping they get this issue resolved and send me my incubator.

 

[chicmom]

Well, good for you....your persistence has paid off. It's a shame you got such lousy service in the first place. Good luck with your hatching. I know those Brinsea incys are great--I can't afford one, but I've heard only good things about them.