question about Nano Stream durability...

[flipteg]

i am having concerns about the durability of my Nano Streams... i have 2 6025 that i bought a couple of weeks ago... although one is quiet, the other started developing an annoying rattling noise... upon inspection, i found out that the shaft is loose and had a tendency to lean to the left... it is now in transit to Tunze USA for inspection... just now, i am looking at my other Nano Stream and noticed that the propeller is off centered... even though it is still quiet, when i openend it up, the shaft is loose and is leaning to the left... there's no way to tighten the shaft because the hole that holds the shaft in place is loose...

when i first got the pumps, it is impossible to remove the shafts as they are seated in there tightly... now, it is very easy to remove them and both of my pumps' shafts had a tendency to lean to the left... the only common thing i can think of is that both of my pumps are positioned at an angle so that the left side of both pumps are closer to the mounting magnets... is it possible that the mounting magnets are affecting the propeller magnet and is pulling on the propeller causing the shaft to loosen over time...?

 

[rvitko]

Some of them had a loose fit to the shaft and this is being remedied, for now it is being done by hand fitment and that is why production has slowed, the shaft is a saltwater safe high grade stainless but it is very hard and brittle and I suspect the material abraded a bit due to the friction. The magnet holder may have an effect but this is more due to the shaft fit, the pumps have a two year warranty and if you have an issue you just need to send them in to us for repair/replacement.

 

[Buddyboy]

Roger,

This concerns me a bit. Any idea when this issue will be remedied?? Months? Weeks? I'm in Canada, so if I have any problems, who would I send the nanostreams to for repair/replacement? Maybe I should hold off on purchasing a set of these for now?

Also, I have a 38G (36" x 12") tank with a few softies and an anemone. What would you suggest? The 6025 or 6045?

BTW..... Great customer service Roger! I don't know how you maintain such a great quality of service while being inundated with questions and constantly pestered for ship dates of upcoming products! I really admire your patience!!! hehe Looking forward to buying Tunze products in the near future!

Thanks in advance for your help!

Greg

 

[rvitko]

It would need to be returned to Xenia Service if you are in Canada, they are the importer. As I said, all pumps that are currently coming in have been hand inspected and fitted to remedy this problem and not all of the first pumps made were affected, this was a minor issue of parts tolerance. It sometimes happens where in the range of tolerance of three pars, all three are at extremes and when combined they don't work properly but individually they are fine, basically parts need fractions of a mm added or removed here and there and that is exactly what is being done, the most any part is changing is .1mm so you can see this is a difficult issue to foresee. In January the molds will be changed to fix the problem and eliminate the need for hand fitting and inspection.

 

[Buddyboy]

Thanks for the info Roger!

Also, what nanostream do you suggest I use on my 38G (36" x 12") tank? Just have softies and an anemone in the tank.

Has anyone had any experience with Xenia Service??? Do they have a website?

 

[rvitko]

6025

www.xeniainc.com

 

[Krazy]

I have 2 nano streams I bought less then 2 weeks ago from marine depot...

nano stream 6025's...

one is quiet and the other developed that rattle noise, I took it apart cleaned it and its still there

2 weeks old and problems already...

what can be done about this?

I'm gonna have to pay shipping to you and back to me??

how long do these take to fix?

I need some contact info please

thanks,
Keith

 

[Copacetic]

Anything we can do to fix the problem ourselves? Thanks!!!

 

[Creetin]

You guys should hold tight, Roger and tunze will take care of you guys. They are the best, and will take care of it. I know youre anxious its been a long wait, But hang in there. You dont want to start doing anything to viod your warrantee.

 

[rvitko]

I am sorry guys, I was out with food poisoning and just got back to work today. The pumps have a two year warranty, some of the first pumps had some unforeseen errors in assembly and we will make good on it, I posted in the other thread our contact info, we pay return shipping. If you give me more details about your specific circumstances by PM I can maybe advise a DIY solution, send you the required part or a call tag.

 

[flipteg]

these Nano Streams are turning out to be more of a headache... i have sent one of the Nano Streams that was originally described in the first post of this thread to Roger about 10 days ago...

i haven't gotten it back yet and now i notice that the other Nano Stream that i have also has a loose and off centered shaft... although this pump is still quiet, the spinning propeller has a tendency to lean to the left... when i opened it up, the shaft is indeed loose... i know it's only going to be a matter of time before the propeller leans too far that it hits the housing...

i shut off the Nano Stream for the first time in about 2 weeks... when i started it, it would not even start at all... i don't know what it is, but the best description i have is, looking at the propeller, it looks like it is sturggling to start up... like the motor is too weak or something... i plugged it and unplugged it a number of times... sometimes, the propeller will bounce back and forth but after that, it just stops... i had to put my finger on the propeller to make it go again... even then, it took a few tries... *sigh* it's a good concept but i think this product was rushed out before being 100% ready... i guess you just can't please everyone... you have people complaining that it took too long to release... then you have people like me saying they're not ready...

 

[rvitko]

You should get your nano Stream back soon. With your second one, the loose shaft is the culprit, it is binding up. PM me your address, email and a note about the pump issue to refresh my memory and I will have UPS pick up your other pump and we will get you taken care of.

 

[flipteg]

Mr. Roger, i just sent you a PM but don't make the UPS pick up my other one yet... i'll PM you my address again when i get my other one... i can't have the aquarium going with no flow...

this is great customer service...! Tunze has the best customer service i have ever experienced from any company ever...! the customer service from the Japanese companies that i am a fan of (Yamaha, Arai, Honda, Canon) does not even compare to Tunze's customer service... thanks to Roger...!