Support for Tunze products bought in Canada from us retailer?

[tgunn]

Hey Roger,

At day 70 of warranty claim process with Xenia inc for my osmolatar, I had a thought.

On the off chance I choose to buy Tunze products in the future, if I bought them in Canada from an online US retailer, would I then deal with Tunze Us for service? Or would I still have to deal with Xenia?

Just curious if there's a potential way for me to use Tunze products in my future tank...

Thanks
Tyler

 

[rvitko]

Tyler,

I am not sure on the details, I spoke to Phil last night and he said they have nearly a foot of snow fall only last week and there has been no deliveries as a result of the weather. He did however send a new osmolator to you today. Xenia has the exclusive distribution in Canada, US dealers are not supposed to sell in to Canada and can face legal action for doing so. Xenia has the Tunze trademark rights for Canada and warranty across the border becomes costly and difficult. In a cross border situation you would be responsible for all shipping and duties there and back.

 

[tgunn]

Tyler,

I am not sure on the details, I spoke to Phil last night and he said they have nearly a foot of snow fall only last week and there has been no deliveries as a result of the weather. He did however send a new osmolator to you today. Xenia has the exclusive distribution in Canada, US dealers are not supposed to sell in to Canada and can face legal action for doing so. Xenia has the Tunze trademark rights for Canada and warranty across the border becomes costly and difficult. In a cross border situation you would be responsible for all shipping and duties there and back.

Hi Roger,

Thanks for the response. I can excuse them for the past 5 days of delay as I know what living with snow is like; but the prior ~60 days are not excusable. Interesting on not being able to sell from the US to Canada; I didn't realize the number of issues there were. So it effectively sounds like Xenia Inc IS Tunze in Canada.

Since I'm stuck with Xenia for support in the future, I guess that means I won't be using Tunze products from now on (l can't imagine INS is going to accept "I want to get good Tunze support" as a reason to immigrate to the US Lol). OH well.

Thanks for getting back to me!
Tyler

 

[rvitko]

I would have to believe your experience is not the norm, Xenia carries so many products and seems to do a reasonable job of support and service for them.

 

[tgunn]

I would have to believe your experience is not the norm, Xenia carries so many products and seems to do a reasonable job of support and service for them.

I would imagine there are always exceptions.

I suppose a better lesson for me is to never trust a life critical function on a single component without having a backup available. Consequently I'm going to be sure my next tank has redundant systems.

Thanks
Tyler

 

[piusma]

My experience with Xenia is similar. Took a long time to have things resolved but it was finially done right. Good thing it was not a key component. Tunze product is great, my LFS that sells them are also great. But when it comes to warranty repair, that is a different story on this side.

 

[tgunn]

My experience with Xenia is similar. Took a long time to have things resolved but it was finially done right. Good thing it was not a key component. Tunze product is great, my LFS that sells them are also great. But when it comes to warranty repair, that is a different story on this side.

Yeah, reading in the forums I've seen lots of other issues with Xenia; not explicitly with Tunze products but in general.

I'll just stay clear of Tunze products and go with those products that offer proper service. To me a good product is nothing if it's not backed up with appropriate service. Especially with how much Tunze products cost. If it was a cheapo or knockoff brand I'd kinda expect poor service, but not with a Tunze.

Sequence Reeflo has always been good at solving any issues I have.
Perhaps Ecotech marine will be okay. We'll see I guess.

Oh well, live and learn.
Tyler