I need some help

[smp]

I contaced Xenia through their main website about a problem I have with my osmolator on August 12. I am in Canada and Phil from Xenia inc replied to me within days and I was pretty thrilled that my matter got some attention so quickly. I sent a credit card number over to cover shipping charges on the part all within days of initial contact and still nothing. The last response I got from Phil was on September 8. Can someone from Tunze please help move this along? I have since emailed and gotten no reply. I have a whole thread of emails. The service I was promised initially is what I have always expected from Tunze but it was never followed through and I have been without a top off for nearly 2 months now. As a result I have no steady way of dosing kalk (not to mention fresh water top off) and my tank has suffered for it. If I had known that promises wouldn't have been delivered on I would have found other alternatives.

Thanks
Steve
Toronto, Canada

 

[rvitko]

My guess would be he is facing the same problem we were until recently, no supply. In Europe most factories close for a summer vacation of 4 weeks in August. Tunze doesn't completely close, they give 25% of the staff July off, 50% gets August off and 25% gets September off, the bottom line is that in August, if it isn't in stock on the shelves, you won't get it as the production crew and machinists are on vacation. We are just now getting to normal stock levels after weeks of just a trickle of supply. I will let him know but I would imagine this was beyond his control.

 

[smp]

Be that as it may, why is it that I am getting this explanation from you? Lack of supply doesn't translate into lack of communication. I would have found other alternatives, I have to leave town and I don't have a top off.

 

[rvitko]

I can't answer for another distributor, I have emailed Phil a link to this thread.