automatic water change
- Thread starter DRThompson
- Start date
iced98lx
New member
Well, so much for making things easy by ordering a new pump.
My stenner arrived DOA. The motor would turn on but the heads were bound.
At this point, I exchanged instant messages with Chem World and called stenner, stenner said "We will want that back Chem world should issue you an RMA number".
After that discussion I was waiting for Chem world to respond so I went ahead and looked closer and removed the front head.
Upon turning it on the back head spun but made a very lound click/thunk noise as it spun. I read reviews saying these were very loud so I didn't think much of it. Put the front head back on and turned on the pump. Was met with a very loud "CLACK" and they both started spinning ("Awesome! A working pump!"). I let the pump run about 10 minutes but noticed the housings on the heads were flexing a lot, so I thought I'd have a closer look. Upon inspection I found plastic shards inside the heads which were shaved off the rollers. I immediately turned off the pump, not wanting to further damage the pump.
I got an email from Chem World Monday after submitting the issue Friday asking some additional questions, once I responded they were prompt on issuing me an RMA number.
I did however request a replacement pump (offered to let them hold it on my credit card if the desired) as I'd like to use the pump I paid for which arrived DOA. That request was side stepped and it was made clear I was expected to pay the shipping costs of returning the pump to Stenner.
Very disappointed, if only because I was looking forward to the reliability and ease of setup that goes with buying a brand new pump.
My stenner arrived DOA. The motor would turn on but the heads were bound.
At this point, I exchanged instant messages with Chem World and called stenner, stenner said "We will want that back Chem world should issue you an RMA number".
After that discussion I was waiting for Chem world to respond so I went ahead and looked closer and removed the front head.
Upon turning it on the back head spun but made a very lound click/thunk noise as it spun. I read reviews saying these were very loud so I didn't think much of it. Put the front head back on and turned on the pump. Was met with a very loud "CLACK" and they both started spinning ("Awesome! A working pump!"). I let the pump run about 10 minutes but noticed the housings on the heads were flexing a lot, so I thought I'd have a closer look. Upon inspection I found plastic shards inside the heads which were shaved off the rollers. I immediately turned off the pump, not wanting to further damage the pump.
I got an email from Chem World Monday after submitting the issue Friday asking some additional questions, once I responded they were prompt on issuing me an RMA number.
I did however request a replacement pump (offered to let them hold it on my credit card if the desired) as I'd like to use the pump I paid for which arrived DOA. That request was side stepped and it was made clear I was expected to pay the shipping costs of returning the pump to Stenner.
Very disappointed, if only because I was looking forward to the reliability and ease of setup that goes with buying a brand new pump.
iced98lx
New member
Update, I just received an email from Chemworld asking me to hold off on sending it back, they may have a more preferable solution, sounds as though I may receive a pump with a return label or something similar which would be top notch customer service.
I do want to note: Chemworld and Stenner have been very prompt and nice throughout the process, nothing outside what I would classify as great customer service despite the DOA which does happen to everyone. The fact that the pump was DOA lent me to believe that perhaps they should go around their normal procedures (since I didn't break the pump, the box it shipped in is cosmetically perfect, etc). The seller could only do what Stenner allows lest they eat the cost (thus my offer of a credit card) but it appears now Stenner will offer a better solution in this one case.
Assuming the pump works as well as advertised and lasts as long as others have noted I'll be very happy when I get a working example.
I hope I am not cluttering this thread with things you don't want here (especially since I am obviously not from the region) but I got so much from the thread that I wanted to document the steps I took and any hurdles I encountered. someone can PM me and let me know to bugger off if it's too much.
I do want to note: Chemworld and Stenner have been very prompt and nice throughout the process, nothing outside what I would classify as great customer service despite the DOA which does happen to everyone. The fact that the pump was DOA lent me to believe that perhaps they should go around their normal procedures (since I didn't break the pump, the box it shipped in is cosmetically perfect, etc). The seller could only do what Stenner allows lest they eat the cost (thus my offer of a credit card) but it appears now Stenner will offer a better solution in this one case.
Assuming the pump works as well as advertised and lasts as long as others have noted I'll be very happy when I get a working example.
I hope I am not cluttering this thread with things you don't want here (especially since I am obviously not from the region) but I got so much from the thread that I wanted to document the steps I took and any hurdles I encountered. someone can PM me and let me know to bugger off if it's too much.
SpectraPure
.Registered Member
Reliability is critical,
Jeremy
Jeremy
AquamanE
Active member
Iced- Noooo. Your comments are more than welcomed. This thread was build with the intention of spreading knowledge, and not just to our local folks. All experiences are welcomed and appreciated. :rollface:
brians4671
New member
Don't you guys have a banner thats sufficient....
mrx66699
New member
No Brian this whole thread is about participation and if it wouldn't be for us participating in it you wouldn't even know about this method. Just because someone has a banner doesn't mean they shouldn't participate. Jeremy's exactly right reliability is paramount especially when you're dealing with someone's livelihood worth thousands of dollars in some cases.
brians4671
New member
I'm sure Jeremy will agree spectrapure has had it's fair share of product issues over the years of business. As long as we aren't saying the stenner isn't reliable then I will stand corrected. For myself I would purchase either product just from the history of this thread alone. I'm not on the stenner bandwagon though I'm convinced it is a reliable pump from this thread alone. Not to mention the obvious quality of the stenner being a robust piece of equipment that is is.
AquamanE
Active member
Reasonable point Brian. The only company that has ZERO product issues is the one that no longer sells product.
That being said your right both Stenner and Spectrapure have demonstrated reliable products.
I agree with the previous poster also (shellsee)- how will the customer service compare. I know Spectrapure would have sent a new system, lets see what Iced comes back with.
and yes, I can say that there are a quite a few Stenners running in South Florida and none of us have had issues. There are also a number of LMIII users in SF, and ive heard of no issues with them either.
iced98lx
New member
Honestly this thread had convinced me to go LM3, I had traded several PM's with Jeremy about price/setup etc. When it came time to buy they were out of stock on the website, and a lot of places. I PM'd him to see when they'd come back in stock and never got a PM back, thus my Stenner order, though I see they are back in stock.
No response from Chemworld/Stenner today.
brians4671
New member
I am curious why in your review why you never mentioned the fact that the LM has no failsaif in regards to pump failure? If my stenner fails it wil be an all stop instance due to the fact it is single motor driven. What happens if the LM has a motor fail serving one sided exchange. What fail safe is in place? This could be a deal breaker for me and place the stenner as a no brainer.
I've often wondered about that........personally too much of a cheap skate to shell out the money for one (or the three I'd need for my AWC) with all the nice finds availabe for DIY on good O'l ebay...... as far as quality pumps go I've got nothing bad to say about them though just out of my price range.
Jeremy any wisdom on the fail safe issue?
iced98lx
New member
Indeed, I do believe there is a failsafe there if you buy everything Jeremy suggests..
Update on my pump
A brand new one arrived today. I'll be shipping the old one back this afternoon. So far so good!
shellsea
Member
So about a 5 day turn around to replace the defective pump. Not too bad at all. Good to hear they followed up in a timely fashion and did the right thing. Thanks for update Chris.
iced98lx
New member
Stenner helped me out and sent me a new vs waiting for mine to get sent, get fixed, and sent back. I imagine turn around for a warranty issue outside DOA would be 5-10 days as you would need to ship it to FL, wait for the repair, and have it shipped back.
SpectraPure
.Registered Member
We do have a unit that shuts down if the fill pump were to fail. We also recommend putting the input of the drain tube only and inch to two below the water surface. I have not had 1 experience when needing this overflow protection unit, but for an extra 50 bucks you can protect yourself for sure.
Did you know that we do all of our own manufacturing here in the United States? This includes circuitry work. There is a reason why ours is more expensive, but then again there is a reason why ours last a decade plus.
The reason why we pulled these products from distribution is that they we had built them so good they were a basically 1 time purchase. The tubing is built to last many years, and the pump has a special coating. Also remember all the rest are made out of plastic.
Sure you can get this stuff cheaper, and yes some of it has pretty cool interfaces. I bend over backwards on Liter Miter RMA's. I have repaired peoples pumps from ten years ago that had hard times financially for nothing.
You wont find many companies like us anymore. We help schools all around the country. We donate oure expertise, time, and money to many different causes.
Just because it looks cooler doesn't mean that it is better.
Back to the failsafe. LM3-TCM-G5 or LM3-TCM-G6
These products plug into the wall, and your lm3's into it. This unit has an airline sensor that goes above the water line. We use suction cups and silicone adhesive. If we trust our tanks to be sealed with it, then surely we can put a little dap on a suction cup. Magnets rust if not sealed properly. With the lack of quality control these days I prefer using the suction cup and adhesive to be honest.
Now the water level were to raise for any reason. This would deactivate the lm3 entirely from filling or draining.
What you get with Spectrapure is a complete water purification company that goes out of their way to help folks like you. We are all over the Reef Central.
I don't see any of these competitors over here educated anyone about anything.
I don't see them working past their own products at all. I go out of my way to help people that need it. It's not for the sale, but its for the love of what I do. I care about marine aqautics, but what I care most about is people.
You wont find many people caring past their paycheck's.
People don't always find value in the product alone. There are many other aspects about value that go past the product, and especially past the point of sale.
There a re a lot of good companies out there for sure, but when you select you products for Automatic Water Exchange or any other water purification or level control need, be sure to understand what exactly you get when you buy from a company. Some companies give a whole lot more than others.
Thanks for the heads up on the banner. I feel naked without it.
=)
Jeremy
Did you know that we do all of our own manufacturing here in the United States? This includes circuitry work. There is a reason why ours is more expensive, but then again there is a reason why ours last a decade plus.
The reason why we pulled these products from distribution is that they we had built them so good they were a basically 1 time purchase. The tubing is built to last many years, and the pump has a special coating. Also remember all the rest are made out of plastic.
Sure you can get this stuff cheaper, and yes some of it has pretty cool interfaces. I bend over backwards on Liter Miter RMA's. I have repaired peoples pumps from ten years ago that had hard times financially for nothing.
You wont find many companies like us anymore. We help schools all around the country. We donate oure expertise, time, and money to many different causes.
Just because it looks cooler doesn't mean that it is better.
Back to the failsafe. LM3-TCM-G5 or LM3-TCM-G6
These products plug into the wall, and your lm3's into it. This unit has an airline sensor that goes above the water line. We use suction cups and silicone adhesive. If we trust our tanks to be sealed with it, then surely we can put a little dap on a suction cup. Magnets rust if not sealed properly. With the lack of quality control these days I prefer using the suction cup and adhesive to be honest.
Now the water level were to raise for any reason. This would deactivate the lm3 entirely from filling or draining.
What you get with Spectrapure is a complete water purification company that goes out of their way to help folks like you. We are all over the Reef Central.
I don't see any of these competitors over here educated anyone about anything.
I don't see them working past their own products at all. I go out of my way to help people that need it. It's not for the sale, but its for the love of what I do. I care about marine aqautics, but what I care most about is people.
You wont find many people caring past their paycheck's.
People don't always find value in the product alone. There are many other aspects about value that go past the product, and especially past the point of sale.
There a re a lot of good companies out there for sure, but when you select you products for Automatic Water Exchange or any other water purification or level control need, be sure to understand what exactly you get when you buy from a company. Some companies give a whole lot more than others.
Thanks for the heads up on the banner. I feel naked without it.
=)
Jeremy
brians4671
New member
Jeremy sounds like you take pride in what you do nothing wrong with that. where can I find an employee with any passion. As I mention I have no doubt in your product in knowing it has a fail safe against a potential mishap. is good to hear you guys are dotting eyes and crossing ts. Keeps your product in fierce contention.
I'm sure you have your spectrapure shirt to keep you from exposing yourself.
