Broken Mag 9.5 Emergency

[NanoGurl]

Order # Has been sent by PM to you.

We purchased a Mag 9.5 a few days ago from you and it is not working properly. It has something to do with the propeller system. When the pump starts up now it vibrates and sounds like something is jamming the propeller.

We checked and there is no blocking inside the pump.

Please help ASAP as our tank no longer has a working sump and return due to this.

Thanks,

Brandon & Jessica

 

[MarineDepot]

Hello,


Thank you for your post, I'm sorry to hear the trouble your having with your Mag Drive, according to your post I see that you checked to see if there was anything blocking the impeller, and didn't find anything blocking. You may want to try and double check to make sure the impeller is seated properly, sometimes during shipping the impellers shift, cause of the handling during transit. The impeller shifting will definitely cause these problems your having. Simply remove the housing and check to make sure that the impeller shaft is snuggly inserted in the rubber grommet stopper, then reinstall the housing.

I left a voice mail message on your phone, to have you call me if this doesn't resolve your problem.


Walter

Marine Depot Customer Services
714.385.0080

 

[NanoGurl]

Hi Walter,

Thank you for getting back to us so quickly. I left you a VM and sent you a PM.

The pump worked for a few hours, then started acting up again. Nothing appears broken when we took it apart, but there were metal/grey shavings inside?

Thank you!

Jessica

 

[MarineDepot]

Hi Jessica,

thanks for your replies, I just left a VM and a Pm for you, Lets go ahead an exchange the pump, there is definitely something wrong with it, Please send the pump back to us. Your RMA (return merchandise authorization) number is 100394305 . Make sure that the RMA number is clearly written on the out side of the shipping box as our warehouse does not accept packages without an RMA number. Send it to 1300 E. Gene Autry Way Anaheim, Ca. 92805. once I recipe it I can send you a replacement, or if you wish I can charge you for one up front and send it to you today, and once I receive the broken one I can refund you in full. Just let me know how you wish to proceed.


Sorry for all the trouble your having

Thanks,

Walter

Marine Depot Customer Services

 

[NanoGurl]

k... thanks Walter. PM sent.

I will update the thread once the outcome has been resolved.. but I am very happy with MD for taking care of the problem quickly for us.

 

[MarineDepot]

Hi Jessica,

PM with replacement order number has been sent.

Thanks for letting me assist you!

Walter

Marine Depot Customer Services

 

[NanoGurl]

I received the new pump on thursday as promised. MD was very nice to upgrade the shipping to 2nd day for me for no cost. The new pump has been working fine so far and did not make the sound when it first started that the original pump did.. so I know there was something wrong with that pump from day one.

Thanks Walter for the free shipping upgrade and for taking care of the problem for us quickly.