Eheim jager failure

[Chief Hill]

Eheim Jager 150w Heater FAIL!: http://youtu.be/kVVnLs-gaNo

Here is a video of my Eheim Heater. I posted this because so far my request for assistance from customer service has gone ignored from Eheim directly. I've called and sent emails all have gone ignored.
So maybe a video will help them along with some public exposure of how their customer service claims will be handled with a customer and the product.
So this will be my review of the process from complaint to warranty coverage. This video was also posted to the eheim Facebook page as well because it seems they aren't able to reply to my emails or phone calls to them manufacturer direct as per the instructions.
I've read multiple issues about customer service and offering a 3 year warranty on a product that you can't reach the manufacturer seems more like a "fraudulent claim" than anything else.

However before I begin making any additional judgments I will leave this video up till I get a reply from them.
This heater is new and was only put into my tank last week. I noticed that my temperature was at 84 today. Thought it was high then checked the heater and it was on. I submerged it in really cold water and it wouldnt turn off. Temp was set to 75. Albeit I have heard many good things about Eheim and that's why I bought the heater. Regardless even company's with Excellent quality control standards can have hiccups with
Hardware. That's where customer service comes in fixing their mistakes and come up with preventative measures for continuous improvement.
Companys with manufacturing excellence already understand this and in a nutshell it's quality, service, price and good customer service.
It seems that this one has some major improvements to be made.
Anyone else had issues with Eheim? please share.

 

[E Rosewater]

Heaters like that will all fail eventually and they will typically fail on.

 

[Chief Hill]

Heaters like that will all fail eventually and they will typically fail on.

Hopefully not after 1 week like this one. Lol

 

[garyinco]

Sic whoever you bought it from on the problem. When a reseller calls/emails it will get their attention. If the reseller explains you need to contact the manufacturer directly, show them how you've tried w/o success. Eheim would not like this happening.

 

[E Rosewater]

Hopefully not after 1 week like this one. Lol

Sorry missed that part.

 

[tkeracer619]

I assume you have had the heater submerged further than in that video.

If so it went bad and did so like most heaters will, yeah it sucks it stuck on and failed so soon but it does happen. At least it didn't explode inside your tank and you caught it before it hurt anything.

I wouldn't put a heater in my tank unless its on a Ranco controller, even a ehiem jager (which is probably one of the better units on the market atm). I wouldn't use a reef controller either.

Why are you contacting the manufacturer? You should be returning it to the store you bought it from.

 

[Chief Hill]

I assume you have had the heater submerged further than in that video.

If so it went bad and did so like most heaters will, yeah it sucks it stuck on and failed so soon but it does happen. At least it didn't explode inside your tank and you caught it before it hurt anything.

I wouldn't put a heater in my tank unless its on a Ranco controller, even a ehiem jager (which is probably one of the better units on the market atm). I wouldn't use a reef controller either.

Why are you contacting the manufacturer? You should be returning it to the store you bought it from.

It was an online purchase and can't be returned. Regardless Eheim should honor thier warranty like it's listed on the website. This is more of a point I'm trying to make. There is too many people that get screwed over with companies that play games like this.

 

[swift_scorpion]

I don't really know the laws in the US, but in Australia even if it's form an online company they are obliged to offer refund or replacement if the product is faulty. It is your responsibility to get the item back to them, so it can be costly for postage. Regardless just because they say no returns does not make it legal.

 

[Chief Hill]

I don't really know the laws in the US, but in Australia even if it's form an online company they are obliged to offer refund or replacement if the product is faulty. It is your responsibility to get the item back to them, so it can be costly for postage. Regardless just because they say no returns does not make it legal.

I'm in Canada and seeing as Eheim is in Germany I'm not sure about consumer laws for when it's a different country. I'm sure I'll make my point eventually. My video isn't positive in nature typically company's like positive reviews. I already have people sending me YouTube mail saying the sensor is above where I did my test. However I already did a fully submerged test in my sink in the 120 degree water. Still no change.

 

[tfrsam147]

I feel like its the manufacturers responsibility and not the stores. All the store does is buy from a distributor and then sell them. Warranty should go through the person who made the product. regardless of who's responsible for warrenty though it shouldnt be difficult to contact a manufacturer to talk about their product with them....

 

[cordell]

Where is the temperature sensor on those heaters? Is it submerged so that it can sense the temp of the water?

Serious question, as I really don't know but am curious... Because I notice you don't have the heater submerged as much as I generally see.

 

[gone fishin]

I would speak to whoever It was purchased from and get a replacement. The store and the manufacturer have channels they go through for these things. just my 2 cents.

 

[Chief Hill]

Where is the temperature sensor on those heaters? Is it submerged so that it can sense the temp of the water?

Serious question, as I really don't know but am curious... Because I notice you don't have the heater submerged as much as I generally see.

Lol I posted already that it was tested fully submerged in 120 degree water and it still didn't shut off.

 

[Chief Hill]

I would speak to whoever It was purchased from and get a replacement. The store and the manufacturer have channels they go through for these things. just my 2 cents.

Understand but it's a sale online. Manufacturers have the responsibility to fix their stuff. I'm not even going to bother the store about this. It's not their fault. I'm making a point with what I'm doing. Eheim needs to be held accountable. I loath company's that post bs about warrantys and ignore customers when they have your money.

 

[gone fishin]

I wish you good luck on your quest.

 

[slief]

Eheim North America is located in Quebec Canada. Perhaps you should give them a call Monday. Should be a simple solution provided you bought it through an authorized reseller. My guess is that their emails could get routed through Germany which inevitably can delay things. Their number is: 514-624-2229

If you paid through paypal, you could dispute the charge on the grounds of defective product. From what you are saying, it sounds like it was DOA which at 3 days old, I would consider it to be. Online seller or not, I'm really surprised the seller won't honor the warranty as they should have IMO. Sounds like a shady seller or a gray market seller.

 

[tkeracer619]

Online seller or not, I'm really surprised the seller won't honor the warranty as they should have IMO. Sounds like a shady seller or a gray market seller.

Manufacturers have the responsibility to fix their stuff. I'm not even going to bother the store about this. It's not their fault. I'm making a point with what I'm doing. Eheim needs to be held accountable.

3 Year Warranty - Does not cover breakage or damage to glass, improper use or improper recalibration and is voided if the device is opened.

In the event of a technical fault, either consult your
dealer or visit www.eheim.de

Slief, it isn't that they won't, it's that the op has something to prove over a stuck thermostat on a $30 heater and hasn't even tried the proper channels to handle something like this. Creating a situation where there is none.

Where is the temperature sensor on those heaters? Is it submerged so that it can sense the temp of the water?

Close to the LED, it wouldn't do much good by the heating element.

 

[bglegs]

I've had two eheim heaters fail,1 at less than two months,the other at less than one year.I called customer service multiple times and was only able to leave a message,they never returned my call.Their not made like the old ebo-jager,they worked and lasted for a very long time.

 

[Chief Hill]

I've had two eheim heaters fail,1 at less than two months,the other at less than one year.I called customer service multiple times and was only able to leave a message,they never returned my call.Their not made like the old ebo-jager,they worked and lasted for a very long time.

This is exactly the point I'm trying to make. I don't care about the cost. They're cheap to buy. The point is Customer service. That's all... Return my call or email and that's it. Let's not read into all the other stuff here. I have a broken heater and have contacted the manufacturer to address it without games or red tape if they responded I'd be happy. That's it. I don't care about the money, this is all about accountability.

 

[Chief Hill]

Slief, it isn't that they won't, it's that the op has something to prove over a stuck thermostat on a $30 heater and hasn't even tried the proper channels to handle something like this. Creating a situation where there is none.




Close to the LED, it wouldn't do much good by the heating element.

Your right they may just say eh sorry about that and send a new one.
Your missing the point. I don't care about the store it's that there isn't a defined channel to take. It says we can contact eheim directly. So that's what I have done.
The other point is about the product. My thread was generated to show a shotty product and caution others about buying if your expectations is that the MANUFACTURER stands behind it. I don't want this turned into.
Yea but did you call the store, did the store manager try it? Etc etc. Let's see how the manufacturer deals with the customer not the store that buys the product. If eheim wants you s
To only deal with the store then so be it. Put it on the manual.
What about the people like me that buy multiple things on a group buy online? Then resell at that cost to other reefers they now become the dealer? These things also happen too when we get together for group buys on items to save on bulk rates or shipping and would rely on the manufacturer for help when needed. Because the cost to ship stuff back is not worth the amount of buying new again.
So that voids a warranty?