Surprised and Disappointed by Response

[Canarygirl]

I just had a weird and disappointing experience with Aquacave. Previously I thought they were great because of how fast they ship but I now think that after-sale customer service is lacking.

I called to ask a question about the Octopus Calcium Reactor I purchased from them, and said that I was having problems dialing it in to maintain my tank's alkalinity properly.

What was the response? "Calcium Reactors are not meant to maintain alkalinity in tanks. Only calcium."

Huh??? I told the person that I believed he was mistaken and repeated this a few times, when he kept saying that I needed a Kalk Reactor if I wanted to maintain alkalinity in my tank.

Then I asked to speak to someone else who might know more about Calc Reactors and he said he was the expert.

Last, I asked if my Octopus model was shipped after or before the redesign (which included an ph probe port). He said there was no way to know. Absolutely no attempt to look for my order date and compare that to the time when the new model started coming in.

Don't think I'll ever buy anything from these folks again!

 

[Randy1]

Also had some problems. I like that reactor maybe I'll find someone else also.

 

[AquaCave]

Canarygirl,
It is easy to tell if you have an update version of the reactor. New model will have a small compression fitting on the top of first chamber.
Calcium reactors will indirectly affect alkalinity levels in your system, but, like I stated before, the only adjustment you can make to affect it is to change flow of effluent or to adjust CO2 input into the reactor.

Randy1,
Please call us at 847-582-1026. We'll do our best to resolve any issue you might have.

Albert
www.AquaCave.com

 

[Canarygirl]

Yes, you did finally agree that Calcium reactors affect alkalinity by those methods but not before several attempts to point me to a Kalk reactor as the means to maintaining alkalinity in my tank. I had to argue pretty hard that most people I know do just fine maintaining alkalinity with a properly functioning Calcium reactor.