Aquabella Royal exclusiv announcement

[AQUABELLA]

Please note that Aquabella only deals with Royal Exclusiv products

Any Royal Exclusiv products not purchased from Aquabella may not be covered by our warranty or service .

Aquabella have the right to refuse the sale of parts or service to equipment from grey imports .

All warranty from Aquabella is within guidelines issued by Royal exclusiv Germany.

Aquabella Aquariums

[Aquanet]

Who is importing grey imports?

[AQUABELLA]

Who is importing grey imports?

there must be a few , im getting orders every week from customers who need nozzles for pumps , skimmer pump stands , skimmer inlet filters ,etc etc .

all the items a grey importer over looks .

i carry a large range of spares for when things go south .

[marks]

Just to clarify you will or will not sell spares for grey imported items?

[fishguy23]

What about those people who bought products prior to an Australian importer being named?

There was a vortech issue like this a couple years ago if I recall

[AQUABELLA]

Just to clarify you will or will not sell spares for grey imported items?

I Have been so far , i have enough stock for all of my own customers who i supplied equipment for.

I need to maintain my spare parts stock to cater for my customers . If my stock levels are are low i can not, and will not supply equipment purchased from grey importers .

All equipment i sell, has its own id number and customer file . this ensures all parts can be identified to the equipment and correctly supplied .

I have an obligation to my existing customers to make sure if they have an issue , i can assist immediately.

if you were my customer , you wouldn't expect anything less from a Royal exclusiv product .

[JohnoL]

What about those people who bought products prior to an Australian importer being named?

There was a vortech issue like this a couple years ago if I recall

I purchased RE equipment prior to announcement (would've GLADLY purchased from importer) - and will when I need further equipment.

But now, when I want to buy parts from RE, they say refer to local importer...
But importer won't sell them cos I didn't buy from them.

I'm between a rock and a hard place now.

Whilst I TOTALLY understand the importers "rules", I feel "un-supported" by RE.

NOTE: this is not a post re. Aquabella, more the end-to-end customer service (understanding) from RE.

[marks]

Agreed, as the skimmer I purchased was purchased direct from the manufacturer ( I believe ). So it is a little disappointing when as a customer you support the company by purchasing their product but then cut you off because they now have a retailer.
I never have an issue or if so just after a stock order comes through.

[AQUABELLA]

What about those people who bought products prior to an Australian importer being named?

There was a vortech issue like this a couple years ago if I recall

I purchased RE equipment prior to announcement (would've GLADLY purchased from importer) - and will when I need further equipment.

But now, when I want to buy parts from RE, they say refer to local importer...
But importer won't sell them cos I didn't buy from them.

I'm between a rock and a hard place now.

Whilst I TOTALLY understand the importers "rules", I feel "un-supported" by RE.

NOTE: this is not a post re. Aquabella, more the end-to-end customer service (understanding) from RE.

Royal exclusiv would like nothing less than happy customers .Confident they have chosen quality equipment .

AQUABELLA will ensure all RE customers will receive the service expected. all equipment purchased after 20/10/2013 from overseas suppliers , local importers will have limited access to spares and service .
There will be exceptions and will be assessed on application.

[Aquanet]

So is guppies a grey import.

[terbit]

Seems funny to ask a question you seem to know the answer to

[Aquanet]

by Andries » Mon Nov 18, 2013 9:23 pm

Ok, so guess who just got an dealer agreement for Royal Exclusive. This is what we have ordered and will be here soon. If there are any item anyone want to add, now is the time as the order will be shipped in 2 weeks, we should have it in 3 weeks.   

Just wondering as they have been selling RE for sometime and I assume stock came from RE direct.

[terbit]

Just wondering as they have been selling RE for sometime and I assume stock came from RE direct.

It probably does but he's not the authorised importer hence why it's grey imports.

[Kransky]

I find it funny that people buy from grey importers or even overseas and expect Australian warranty. If you purchased your [censored] on the cheap then deal with the consequences. If on other hand you are after spare parts then it should not matter where the item came from and the distributor should be able to supply the items requested.

[Aquanet]

Sometimes it is the manufacturers fault as they don't seem to care about grey imports.
I find It hard to believe can't track where the grey imports are coming from.

Its very confusing.

[AQUABELLA]

I find it funny that people buy from grey importers or even overseas and expect Australian warranty. If you purchased your [censored] on the cheap then deal with the consequences. If on other hand you are after spare parts then it should not matter where the item came from and the distributor should be able to supply the items requested.

Aquabella will endeavor to assist all RE customers as stated previously.

Spare parts are a commodity that is overlooked until one needs them.
Unfortunately most of the time they sit on the shelves not generating a return.

That's the difference between a dedicated importer for the customers and the importer who's interested in the bottom line only.

[Kransky]

but they can be ordered in for customers that need them. No need to keep them on your shelves

[AQUABELLA]

but they can be ordered in for customers that need them. No need to keep them on your shelves

I am a reefer and if my equipment breaks down i generally carry spares so no down time.

If your one of those unfortunate ones that doesn't carry backups , your live stock cant wait 7-10 days to air freight the parts in.
you want the parts NOW!

I have been in that position, that is why spares are a reefers life line.

[petergriffin]

but they can be ordered in for customers that need them. No need to keep them on your shelves

I am a reefer and if my equipment breaks down i generally carry spares so no down time.

If your one of those unfortunate ones that doesn't carry backups , your live stock cant wait 7-10 days to air freight the parts in.
you want the parts NOW!

I have been in that position, that is why spares are a reefers life line.

Yes but when you buy RE you should not need parts for emergencies.
I see people through around the word like grey import to justify lack of support, col suggested it was to save money however
Where were we meant to buy it from before retailers stocked them?

For example sewatec is not a grey import but the discretion is up to nick whether to assist or not.

The used to be words about aussie distributor thrown around but nor mentioned in this thread. I just think that RE considering the price should have better service.

[jayellul]

1. Aquabella has zero obligation to product not purchased from him.

2. I think it would be bad business not to offer spare parts for sale to those 'grey import' owners.


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[florix]

Why not give people who bought direct from you a discount on parts and others not?
Raise your price a small fraction and that way your making money off the people who bought elsewhere (used or new) and everybody is happy, unless it's a crazy price.

Run out of parts order more as every other person does. You can keep a stock level of 3 for discount only thus you "look after" " your customers"
Forgive me if I am wrong I get your frustration but that's how every business works there is always an other way to get things if you just look.

[AQUABELLA]

but they can be ordered in for customers that need them. No need to keep them on your shelves

I am a reefer and if my equipment breaks down i generally carry spares so no down time.

If your one of those unfortunate ones that doesn't carry backups , your live stock cant wait 7-10 days to air freight the parts in.
you want the parts NOW!

I have been in that position, that is why spares are a reefers life line.

Yes but when you buy RE you should not need parts for emergencies.
I see people through around the word like grey import to justify lack of support, col suggested it was to save money however
Where were we meant to buy it from before retailers stocked them?

For example sewatec is not a grey import but the discretion is up to nick whether to assist or not.

The used to be words about aussie distributor thrown around but nor mentioned in this thread. I just think that RE considering the price should have better service.

So you expect better service from someone who is half way around the world !
I would say they would try but not to the standards an Australian distributor would give you.

when you purchase equipment from overseas you know full well there is a risk element. Its cheaper and you take a punt.
In most cases its fine , until it goes south . Then what? , regret buying it and learn from it .
Like all thing its a weigh up of pros and cons . each to their own.

better service is obtained when purchased local where there is a line of support .

[AQUABELLA]

but they can be ordered in for customers that need them. No need to keep them on your shelves

just so everyone knows, spare parts can be air freighted in . Stock orders need to be of high quantity or the cost is considerably high.
when you see the retail value of the item on the RE web site you expect it to be close to that landed. Not the case im afraid .

For this reason i have a large spares parts inventory on hand :
1 - the parts can be dispatch and received by customer within days , in some cases overnight.
2- little down time for repairs.
3- prompt customer service.

if i had to order the parts as i need them :
1- delay in receiving parts
2- higher cost
3- would the customer be prepared to wait ? , i don't think so!
4 - would the customer expect better service from ROYAL Exclusive , i think so.

[notsomot]

Moderating Hat

AQUABELLA FORUM
Just a reminder that this is AQUABELLAs forum he has the right to remove other bussiness from posting in this section



Mot Cool Hair
So is this kind of like Aqua Blue - You are going to record the serial number of the pump? If the pump isnt purchased thru you then you have the right not to supply parts?

Hasnt Aquablue been doing this for years?

Believe me this beats dealing directly with the germans...

[rmhowie]

What if I bought a skimmer second hand off a forum member. Would I be able to buy parts if he originally got the skimmer off you? Would I have the same priority as anyone else who bought off you?

[AQUABELLA]

What if I bought a skimmer second hand off a forum member. Would I be able to buy parts if he got it off you? Would I have the same priority as anyone else who bought off you?

Once i receive my next shipment there will be enough parts for all.
All equipment i sell has a unique number issued by AQUABELLA and in conjunction with RE
This will allow priory to that customer.

[notsomot]

What if I bought a skimmer second hand off a forum member. Would I be able to buy parts if he got it off you? Would I have the same priority as anyone else who bought off you?

Once i receive my next shipment there will be enough parts for all.
All equipment i sell has a unique number issued by AQUABELLA and in conjunction with RE
This will allow priory to that customer.

So what your saying is

If the pump originally came from you, you will supply parts for it but if it comes from other you will/ will not supply parts?

[rmhowie]

What if I bought a skimmer second hand off a forum member. Would I be able to buy parts if he got it off you? Would I have the same priority as anyone else who bought off you?

Once i receive my next shipment there will be enough parts for all.
All equipment i sell has a unique number issued by AQUABELLA and in conjunction with RE
This will allow priory to that customer.

So I would get equal priority because that number would be engraved in the skimmer right?

[AQUABELLA]

What if I bought a skimmer second hand off a forum member. Would I be able to buy parts if he got it off you? Would I have the same priority as anyone else who bought off you?

Once i receive my next shipment there will be enough parts for all.
All equipment i sell has a unique number issued by AQUABELLA and in conjunction with RE
This will allow priory to that customer.

So what your saying is

If the pump originally came from you, you will supply parts for it but if it comes from other you will/ will not supply parts?

its should be clear that i will supply parts but again , priority will be enforced if there is stock shortage at the time .

[sonofstarstamps]

Having dealt with Nick previously, I have found him to be a man of integrity and compassion.
Im sure if he can assist you he will bend over backwards.
Im confident that when i purchase my pumps and skimmers in coming months from him that there will be a support network the fall back on should their be a problem.
As with most things, we are at times driven by price, with little though about what happens in the event of a malfunction.
One thing i have learnt over the years is to always ask about spare parts, warranties etc before purchasing item and factor it in.
Anyway, going off topic a little I know, but am confident that Aquabella will prove to have exceptional customer service and might even exceed my expectations.
Regards,
Frankie