Ripp Off alert - Crystal Quest - Buyer Beware

[solomandra]

Hey everyone, to make along story shorter, in Nov 2008 I bought 2 RO water filtration units 4000M series from Crystal Quest Manufacturing in Marietta, Georgia. Products arrived nearly 2 weeks late. Upon install of the unit I found that the unit was missing one of the additional mineral cartridges that I've ordered and paid for and incorrectly assembled. Water lines went from the last filter from can # 3 into post GAC filter thus avoiding membrane completely. I re-attached the lines so that water flows into the membrane and then post GAC filter. I called crystal quest to ask them wtf, but the manager of assebly there Mike could not even put 2 words together. Also, I've discovered that the faucets were incorrect. Per specs, units come with "…a European lead-free long-reach designer faucet. Arrived units contained standard cheap faucets which cost half as less and operate via lifting plastic handle. I have let
them know about that as well. A week later I got new faucets and they turned out to be opened and one of them was missing hardware such as washers and retaining bolt.Yet again I notified Crystal and was mailed another faucet that was also missing a part. But since I had the older faucets I was able to collect all needed hardware to put together 2 complete faucets for the install. Post installation problems persisted,
TDS readings are hi post membrane, 3-25. System lacks water production, while my neighbors system manufactured elsewhere works just fine. I contacted Crystal many times during this disastrous ordeal and they have yet to resolve the issue. Most recent issue - one faucet has failed and
both units are either not producing water or very little of it, less then a gallon in 24 hours, yet system is rated 50 glns per day. I thought maybe it was water pressure issue, but it is not the case since half of my building run RO systems without pumps. None are crsytal quest, but by some other manufacturer. I have called Crystal on Jan 20th and have expressed my concern over their product quality at which point I was told that he will contact me by Friday of that week and let me know how they will address the issue. By Jan 26th I have not heard from them so I called them myself asking money back and instructions on how to send the units back. I was told that I will be charged a 30% restocking fee, mind you for a product that was incorrectly assembled, does not perform to specs, had missing parts, broken faucet, unknowledgeble tech staff and poor customer service. I could’ve returned them as soon as I got them and yet I have given them the benefit of the doubt. Now they are telling me to send in the units for repair. If they could not assemble the units and ensure quality to begin with, how can they be trusted to repair it? This company is a disgrace and rip off.
When I spoke to them today, I was told you can't wear pants for a month and then return them. That would be true, except that I would never buy improperly sawn pants, that have out of balance stitching, missing buttons and broken zipper and pockets out of place. Well, I got screwed for now, but it doesn't have to happen to the next person. Be extremely cautious when buying their products!

[pyater]

Did you end up keeping the crystal quest unit? How has it performed? I am concerned by your experience but they have the unit I am looking for.