I guess I see this in a slightly different light. The fact that they were accommodating, easy to talk to on the phone/over email and literally took me 5 minutes to get a new pump shipped out to me within 24 hours, speaks to the ability to service me as a customer. Problems will always happen with just about any product, how a company can service the issue is important to me.
Now were they not as forth coming with a design issue upfront by issuing a recall? Maybe. And I am by no means justifying whether or not what Ecotech decided to do was right or wrong because I don't know all the circumstances of the actual issue, but with any product design or manufacturing issue/defect decision, there comes a considerable amount of risk management. How many users are effected? What's the probability that this will occur in the field? Did we catch the issue early enough and we don't foresee a ton of users encountering the issue. How bad is the issue going to be for the user. And I completely understand that you were burned by this and that sucks and you'll never use Ecotech products again, but I was only inconvenienced. I think a majority of people reporting the issue didn't have deaths like you did. And plus, how many users were really affected? Remember, we probably hear 15-20 complaints to every good case on the interwebs.
As consumers, I get it. We want the perfect product without any flaws. But you're kidding yourself if you think that's how product development/management/life cycles work. Products would never come to fruition if that was the case. I guarantee your fridge, washing machine, phone, car, or computer has plenty of defects you just don't know about. The fact that they're happy to take the hit three years after the warranty ran out and still help me out, it's cool with me. Unless of course, this becomes a regular issue.
** As a side note: I probably am slightly bias as I have around 30 Ecotech devices running.
Lol, totally get your point, i have 6 mp40 and have purchased over the years more than 15 mp40. I love that product...I will continue to use their products after making sure I research it.
I actually debated with their CEO or CTO back then. Before my failure, I was worried from seeing all the failures reported which, He kept telling me do not worry we have an unspoken open warranty on the vectra v1. I told him but if thats the case why do not you send me replacement and take the old one back. He never answered, Why you want it to fail then replace..
Since it was a design flaw that they openly admitted, the right thing was to recall in my opnion.
Similar have happend with ATO kits that are flawed, heaters that tend to blow up, heater controllers that perform very poorly, pumps that fail..all due to design errors that the vendor quietly change, release a v2 and tough luck for early adapter..
We as consumers should not be ok with subpar quality..
btw, trust me I know how product development and life cycle. I have launched more than 30 consumer and enterprise products from tablets, settop, phones, access points, datacenter compute racks and storage devices....u name it...from ideation and development down to mass production and reverse logistics. I know exactly what product development cycle and management is. these are the standards we carry on ourself as developers when it come to consumer experience , we always have customers above all..
If your phone or fridge freaking blow up, or cause short your house it will be recalled...
The vectra failure is just as catastrophic for the aquarium as a phone catch on fire in your pocket..in my humbel opnion..
Much respect randy!