Concerned about MP40 build Quality

Emailed ecotech about the old rusted magnet. Really good customer support. They acknowledge that such occurrence isn't something they take lightly. Even though mine is out of warranty, they will replace the magnet for free.
 
So you buy a product used that is about 8 years old from the manufacture date and the manufacturer still fixed it for free 7 years out of warranty?

And that is why we consider them an industry leader.
 
Concerned about MP40 build Quality

Agreed. But one clarification, there is nothing to fix. It's part replacement. I don't know how old the unit is but there is no mechanical or electrical problem (knock on wood). They told me that they changed the magnet coating some time ago. Therefore, they probably have fielded problems like this in the past and the new coating is better. It's just unfortunate that their unique design requires a very large magnet, compared to tunze or other brands that utilize the conventional type of design. In the event of magnet failure, it could lead to quick water contamination due to the amount of magnet there is. I will need to examine the magnet more carefully from now on to catch any coating related problems.
 
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Awesome. Glad to hear they are still standing behind their older designs. I think i will buy another MP10 soon. Knowing i get better support and features than newer to market pumps.
 
Any manufacturer can have a product that goes bad, and it is how they handle it that is the key. EcoTech does set the standard for Customer Service in the reef equipment industry.
 
What I do regret is the death of my Red Sea regal, which I've had for about one year, at around the same time that the rust contaminated the tank. I cannot pinpoint if one definitely caused the other. The regal was doing just fine without any symptoms. Eating well and asserting dominance over other angels. And it just took two days for it to die on me. It's an expensive lesson. I will take the whole wet side apart to check at every weekly WC from now on.
 
Reef Junky said:
My two twelve year old tunze 6105's still rust free :)
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Apples to oranges in the types of magnets used but.. i'll play along.

Rusty shaft on a tunze 6305. Less then a year old.
20100515145227.jpg


Guess what? Tunze took care of business. Rusty magnets/shafts/screws are nothing new and are problems that have been addressed already. I don't think there is a single manufacturer that hasn't delt with a rust issue at one point or another. AFAIK there haven't been any failures of the updated magnets. If you let the wetside get sloppy it can damage the magnet.
 
Neet, I tore my two down three years ago and noticed some wear so I sent them in and they replaced the guts free and sent them back to me. I didn't notice any rust on the shaft after 9 years of use though.
 
I have a gen1 MP40, think I got it in 2005 or 06, maybe earlier. Replaced the wet side once for I think $75. So in 8 yrs, I consider that a small price for maintenance. That pump is still going strong. Customer service from Ecotech has always been good to me. I never expect them to replace a part no charge when it's outside of the warranty.

I have Tunze too, but they have cords in the tank. I'll pay more not to have cords in the tank.
 
powder_blue said:
2-mp40s on my tank and I got exactly what I paid for. The best pumps on the market. They changed the game completely years ago. It's very easy to throw stones at those who innovate not imitate. You can keep that cheap crap from china. Ecotech service has been excellent and I will continue to support their products. The highest quality is rarely the cheapest price.
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+1 I have to agree completely. I have dealt with them recently and I have to say that the customer service is A+
 
Received an email from Ecotech today, and it states they have completely updated all wet side parts to the latest configuration and it's on the way to my house. Very satisfied with their service. Will definitely pay up to get their product again coz I know they don't just leave their customers behind and would help out with their problems, even if they have to go out of their ways a little or bend the rules a bit. It's a big company that has the mom-pop shop feel. Very nice!!
 
woodnaquanut said:
That's good to know.



Interesting thread.

I'd like to add my experiences to this thread.

I've got two MP40s. Slightly more than a year old.

I've had an issue that was never really solved by support. I figured out the problem and fixed the issue. I asked direct questions and never got answers. Like support is not reading what I write.

This doesn't fit my definition of 'great support'.

Response time was awful. Support must only work at 6am. No matter when I sent an email, replies were always the next morning.

This doesn't fit my definition of 'great support'.

My questions:
'Should the two bushings, black and white, turn freely?'
'Is there a problem with using a VERY small amount of plumbers grease (silicon based) to lubricate the connection between these two bushings?'

I find it unacceptable to pay almost $500 for a pump and be told, after I successfully trouble shot it and fixed it, that replacement parts were available - FOR PURCHASE! This is a huge red flag telling me they only care about the next customer. They saved a few dollars in parts but lost a customer.

Now I don't want to go on and on bashing support. I used to do tech support and it ain't easy. I'd like these issues out in the open so management can fix the problem in support. More training, more resources, better management? Something needs to be done!
Click to expand...

Your pumps are out of warranty. If they develop a problem after that you are responsible for paying for parts and repairs, they are responsible to provide you with support as they did me when my Gen1 MP-40 wetside had a problem. They told me what I needed, I bought the parts, problem solved.
 
Concerned about MP40 build Quality

I would agree to pay for replacement for parts that are out of warranty. I would have no prob if they ask me to pay for the parts. My problem was the design that would expose the livestock for a greater risk of water contamination from having such a large magnet that could corrode. They acknowledged that it was indeed an issue with the gen1 design and thus gave me the free replacement, which has an improved coating to meet their own standard. I think they do what they can to serve the customers. Of course they aren't perfect, but my experience tells me they are far better than other brands out there. To me that justifies the high price that comes with it.
 
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I finally have a chance to chime back in with being out of town and ISP issues... I received my replacement mp40 wetside assembly and everything looks good. Nothing there to leach into my tank and am very satisfied. I can't have them help me isolate the problems to deaths in the tank recently or algae blooms when everything else has been checking out fine but at least I have out a close to this part of the tank.

The problem here seemed to be an issue with the coating (or lack thereof) on the wetside mounts. It's not that it needed a repair as it spun just fine. Again, it's also not like it got jammed with something and broke after the warranty ended and they were okay with replacing the part because the metal that was used was rusting and leaching who knows what into the system.
 
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