Problem With Nano Tunze 6025

[WT]

Dear Roger,
I bought Tunze just few weeks ago and I have problem with my new nano tunze 6025. The impeller seems doesn't run well. The flow is so poor. Sometimes a few seconds no flow at all.

Actually I've sent email regarding this problem to Tunze USA and I have receipt a reply from you about loose/broken shaft and it should be sent back to tunze for replacement.

And now...send it back is big problem for me...since I live in Indonesia and the shipment cost is too expensive (about 27 to 36 USD from Indonesia to Austin USA ! :eek1: ) I bought that Tunze for about 60 USD so if I send it back to tunze I will pay about 50% from the price of new Nano Tunze.

Oh FYI, this nano tunze is replacement from my local fish store, when I told him about my nano tunze problem, he replace my first nano tunze with the new one...for customer satisfaction he said ( i am glad to hear that). But the replacement has the same problem, it just run well for 1 day also.

Help me please.....

 

[rvitko]

I am sorry, I cannot help you beyond words. I only distribute in the USA. I had actually recommended you return it to the factory in Germany, not to me in Austin. You can also contact your dealer again, he should be able to get a replacement.

 

[WT]

You said in your email I should send it back for replacement but there is no address where I should send it to. I've contacted tunze for available address for guarantee replacement and the address is Austin TX 78753.

I just hope there is any tunze representation near Indonesia (like in Singapore, Malaysia or even Australia) but it seems no representation at all. This nano tunze is a replacement for my first tunze that has the same problem..I don't know why I got 2 products that have same problem, is that just bad luck or this nano tunze have quality problem.

So... because there is no suggestion, I think I am just wasting money for my nano tunze that's recommended as a high end product (now I doubt it).

 

[jacmyoung]

If you check the Tunze website under Australia, there is a contact info for you in Australia.

I would still contact Germany headquarters to be sure. Asking Roger for replacement may not work at all unless the electrical system in your country is the same as US, or Australia for that matter. Pumps for diffrent regions are different specs.

 

[rvitko]

I am the US distributor, I am sorry but I have nothing to do with the product situation in Indonesia. In countries with no distributor the products are generally serviced by the factory in Germany.

 

[WT]

Dear Roger,
Don’t misunderstand.

I know you are just the distributor in USA and I don’t blame you for the problem that I have with my nano Tunze. I am disappointed with Tunze (as a company, in Germany..not to you as personal) because there is no solution from them to help me. I’ve asked them by email about representative near Indonesia but no respond at all. I thank God I don't push myself to send it back to Germany since I read from this forum that I, as a customer, have to pay shipping for both ways for the replacement. Now I think twice or maybe more to buy Tunze product.

I am a little envy with your customer in USA because you are a good customer service for them, all replacement and problem are solved quickly by yourself.

Thanks again for your respond.

 

[rvitko]

I am sorry, I think you should contact your dealer or call Tunze in Germany. I am sure they can work out a remedy to this situation if you give them a chance.