IronChefItaly
New member
Hello all,
I'm looking for advice as to how I should proceed with repair or replacement of my Tunze product. I have reached out to Tunze through their website and was contacted by email from info@xeniainc.ca. The representative prompted me for more details of the issue and my original invoice to which I replied. I have since followed up with two additional emails and have not received any response. Details are as follows:
Product name:
Nano Osmolator 3152
Invoice/Receipt date:
December 27, 2017
Described issue:
Pump does not trigger on with float valve.
Background:
The anti-overfill feature of my unit has never worked since I purchased it new. There have been a few occasions when I have caught the unit with the pump on while there was no water in the reservoir - the pump does not time out after 5 minutes. My unit had suddenly stopped working and my LFS recommended replacing the pump to which I did, and it still does not work. I can hear an audible switch triggered by the float valve position but the pump does not engage.
Its very unfortunate as I've historically held Tunze with high regard. I use their powerheads, nano skimmers and I have a full size osmolator on my display - all of which I've had no issues with. I've dealt with only two other product warranties with Red Sea and Fluval and their service was excellent. I would really like to hear advice, or possibly where I might have gone wrong. At this point, I don't feel like there was any user error on my part and the warranty period of 2 years should be applicable - and I really don't want to have to buy another auto top off. This will likely be the end of my experience with Tunze products as a consumer if their customer service truly fails to meet industry standard.
Thanks all for reading, I look forward to hearing your response.
I'm looking for advice as to how I should proceed with repair or replacement of my Tunze product. I have reached out to Tunze through their website and was contacted by email from info@xeniainc.ca. The representative prompted me for more details of the issue and my original invoice to which I replied. I have since followed up with two additional emails and have not received any response. Details are as follows:
Product name:
Nano Osmolator 3152
Invoice/Receipt date:
December 27, 2017
Described issue:
Pump does not trigger on with float valve.
Background:
The anti-overfill feature of my unit has never worked since I purchased it new. There have been a few occasions when I have caught the unit with the pump on while there was no water in the reservoir - the pump does not time out after 5 minutes. My unit had suddenly stopped working and my LFS recommended replacing the pump to which I did, and it still does not work. I can hear an audible switch triggered by the float valve position but the pump does not engage.
Its very unfortunate as I've historically held Tunze with high regard. I use their powerheads, nano skimmers and I have a full size osmolator on my display - all of which I've had no issues with. I've dealt with only two other product warranties with Red Sea and Fluval and their service was excellent. I would really like to hear advice, or possibly where I might have gone wrong. At this point, I don't feel like there was any user error on my part and the warranty period of 2 years should be applicable - and I really don't want to have to buy another auto top off. This will likely be the end of my experience with Tunze products as a consumer if their customer service truly fails to meet industry standard.
Thanks all for reading, I look forward to hearing your response.
