Great Customer Support

[lapizzaro]

Roger I must say I am pretty impressed with the customer support surrounding Tunze products. I am sure you have heard it all.

Since Jan I have bought about 10 different Tunze products skimmers, nanostreams etc and as you know I have had various problems with the nanostreams. However your response/ resolution speed is awesome.

I even managed to fine tune my Tunze nanostream after about 2 months of trying and reading the manual just by reading your responses to others.

I figured that since I would have been the first to publicly call you out if service was awful I must publicly commend you if customer service exceeds expectations. And it does

Thanks again

 

[rvitko]

Thanks!

 

[mbeni4804]

Tunze Customer Support Sucks

Tunze Customer Support Sucks

I had a completely different experience then you. I paid top dollar for a recirculation pump the silence 1073.05. It worked for 2 minutes before it broke and I have to pay $22 bucks out of my own pocket to ship back their faulty product and god knows how long its going to before I have the pump back. Any reputable manufacturer would have eaten the shipping if they sold a defective product. Extremely unsatisfied and disappointed and would never recommend a tunze product. Ecotech, eheim, and my magdrives haven't ever given me a problem. Stay away from this garbage company!

 

[James77]

Do a search for their past track record with customer service. You would be pretty hard pressed to find a negative experience. They are right up there with the other top service in this hobby, and have been for a very long time. Instead of bashing them as shoddy and garbage, why not talk to them? Give them a chance.

 

[rvitko]

As is usually the case there are two sides to every story.

We do provide return labels when a product fails within 30 days of purchase, while I sympathize that you purchased the pump 6 months ago by your own description and only recently put it to use, we have to work with what we can substantiate and that is date of purchase.

We offered to trouble shoot and if you would have had the patience to call back when you were at the pump that afternoon and given us a chance to walk through it, it is very likely we could have diagnosed the issue and sent the part, this would have required just a bit of time and emailing or faxing us your receipt.

This pump could have been shipped to us by Priority Mail or UPS ground for $12-$14. Priority Mail Medium Flat rate would have covered it and had it here in 3 days.

 

[mbeni4804]

I did call back and troubleshoot with one of your techs, I believe his name was Craig. I purchased the pump in late March from marinedepot.com. I have all the origional paporwork. I used the pump for less then 5 minutes before it broke. I guess your product cant stand up to the rigors of being on a shelf in its original packaging for a few months? I tested it out with a $500 multi meter and we came to the conclusion it was the power supply but I was still required to send the pump and the cheapest option I had at the time cost me around $25 bucks w insurance. Yes you could have easily sent me a power supply but I wasn't given that option and I don't appreciate you making up stories about my lack of following up. I was told you would call me back on Monday and I never received that phone call Rodger.

 

[Craig Borowski]

Yes, Michael, that was me. And I take responsibility for the fact that Roger did not call you back on Monday. You made it quite clear that the phone call was just to repeat your dissatisfaction with your shipping charges. After seeing the two posts you then made here on Reef Central repeating that dissatisfaction, it did not seem necessary for us to call back and hear the complaint a fourth time. I hope you can understand that we are a small office and we need to budget our time and resources to provide the best service to the largest number of customers. And I am sorry that in this case we were unable to meet your expectations.