Eheim jager failure
- Thread starter Chief Hill
- Start date
cordell
New member
Exactly, so how would it know the temp of the water in that container if the temp sensor isn't in the water?
Is there really a failure here? Am I missing something? Honest questions...
Chief Hill
New member
Maybe you're correct. But I did do the same test submerged in my sink with 120 degree water. I see your point in the video. Maybe I shouldve shot the video in my sink instead submerged the heater in the container. Regardless it's not turning off. It was stuck on in the aquarium.
Chief Hill
New member
Fully submerged test.: http://youtu.be/VUAafhL6s0U
Here is a submerged test. To be fair because what if the thermostat is near the top.
Here is a submerged test. To be fair because what if the thermostat is near the top.
oseymour
Euphyllia Addict
The heater should be fully submerged, I broke mine when I was doing a water change and had half of it outside the water when the heater was on.
Lucky for me I have a controller so I was able to get by until a new one arrive.
They should still be responding to you though!
Lucky for me I have a controller so I was able to get by until a new one arrive.
They should still be responding to you though!
woodnaquanut
Active member
+1.
I'm suspicious of the 'It was an online purchase and can't be returned.' If it's a real retail store and not that 'bay' or 'list' 'store', there should be no problem.
If you bought it thru legitimate channels, get over it and return/replace it thru them. If you purchased it thru private channels, well, I guess you are out of luck. Caveat emptor.
slief
RC Sponsor
I was and still am suspicious too. When I wrote my post, I made of point of hinting at that.. I could have been more direct but I was trying to be tactful. I guess I will come right out and say exactly what I was thinking as there is further fuel for my fire based on other responses from the OP.
This smells of a gray market purchase, especially with the evasive nature of the OP's posts.
"It was an online purchase and can't be returned"
"This is more of a point I'm trying to make"
"Understand but it's a sale online"
"I'm not even going to bother the store about this"
"I don't care about the store it's that there isn't a defined channel to take"
"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"
The responses and logic above regarding dealing with the reseller speak volumes. Caveat emptor is exactly right! Had you bought through a legitimate reseller it should have been a no brainer! If you did buy from an authorized reseller, then you are barking up the wrong tree. The fact that you acknowledged that Eheim was in Germany and expected to deal with them on the warranty is even more suspect. Why would you even expect a company in Germany to handle your replacement when you could have just returned it to the dealer.? Shipping the defective part back to Germany alone probably be more costly than the heater itself. Granted you now know Eheims NA office is Canada. The ONLY reason for that is because you probably bought it grey market from a fly by night source.
Manufacturers have a channels setup for a reason and with international manufacturers, the retailer almost always acts as the first line of support. While Eheim should have responded, they are based in another country and are several hours ahead in time. My guess is that he will get a response at some point but again, they should not be expected to be the first line of support on a DOA product. If this was bought outside the channel, then buyers beware should have applied.
This thread should really be closed. The OP has an axe to grind with the Mfg when in fact he should have been dealing with the reseller or perhaps himself for choosing to go to an unreliable or illegitimate source. Every legitimate Eheim dealer stands behind the product and acts as the first line of support. They can return defective products back the their distributor for full credit during the warranty period and as such are authorized to provide a replacement for most products on the spot with proof of purchase from their establishment.
tkeracer619
New member
That is an incorrect assumption.
Chief Hill
New member
This thread is about a manufacturer that does not stand behind its written 3 year warranty. So for thoes that have nonsess rebuttals about store policy's and dealer buys I don't care. This is all about the manufacturer. FYI the store will swap it out. So I could go that route. I'm chose to try the manufacturer first as it was the first thing I tried doing before I found that they wouldn't reply to my concerns. (I will be trying the Canadian number that was posted by another here next week that may be a better route .)
Not to mention I likely won't drop another one of these heaters back into my sump now out of concern of the potential failure.
Now for thoes that were making opinions it's wasnt a "grey market" purchase it was a small group buy to save a bit of money and yes they are from an Authorized dealer that carry a line of Eheim products. Please keep in mind that I have to pay for shipping to send this back to the other organizer I bought from and they will return it to the store. (it's a pita for both of us) but can be done.
I want to allow some time for the manufacturer to speak up first. FYI there is only a 30 day exchange from the actual store. So what would any average person do for the rest of the 3 years?
Not to mention I likely won't drop another one of these heaters back into my sump now out of concern of the potential failure.
Now for thoes that were making opinions it's wasnt a "grey market" purchase it was a small group buy to save a bit of money and yes they are from an Authorized dealer that carry a line of Eheim products. Please keep in mind that I have to pay for shipping to send this back to the other organizer I bought from and they will return it to the store. (it's a pita for both of us) but can be done.
I want to allow some time for the manufacturer to speak up first. FYI there is only a 30 day exchange from the actual store. So what would any average person do for the rest of the 3 years?
slief
RC Sponsor
Fair enough. Give Eheim a call tomorrow at the number I provided and report back. Sadly, I think you will get stuck with shipping either way but I can assure you that Eheim will stand behind their product. You just need to get ahold of the right people and contacting Eheim North America as opposed to Eheim corporate in Europe will be the path to the fastest resolution.
moondoggy4
Team RC
I bought a eheim heater on vacation and of course if failed right out of the box always on so I used it to heat my SW mix in the winter. I spoke with an eheim rep at a show and they replaced my heater and some shufoff valves that also leaked. So my tip is get a hold of a rep they will cover it regardless where you bought it. I have also got of hold of them by going to a store that carries there product it takes a while but the same result it gets covered.
Chief Hill
New member
The have replied to my Facebook pm with contact email. So I'm onto step 2 now. Will keep you posted.
Chief Hill
New member
Update for the group. ehiem North America has been in contact with me. Nice guy that listed to my concerns and agreed with the German contact information and disconnect with north American customers. They have reviewed the videos that were posted. (YouTube ones that were posted to their fb page) . They spoke with the engineers in Germany and have agreed to send me a new unit and explained their opionion of what may be broken inside the unit.
I spoke with them about some best practice's that may assist with customer service such as including a (do not return call 1800 xxxxx) and they agreed as this is something they do with other products they carry.
I advised them that I would remove my videos and post a new one explaining my story and that they fixed my issue.
In addition they asked me to explain some more details on my in my YouTube channel about the placement and use of the heater. More to follow
I spoke with them about some best practice's that may assist with customer service such as including a (do not return call 1800 xxxxx) and they agreed as this is something they do with other products they carry.
I advised them that I would remove my videos and post a new one explaining my story and that they fixed my issue.
In addition they asked me to explain some more details on my in my YouTube channel about the placement and use of the heater. More to follow
