Tunze 6095 not working

[Allmost]

Hello,
last year I bought 2 Tunze 9065 pumps.

they were ok ... but now one not working anymore.

its not the power adaptor, i checked it.

I also cleaned the pump really well, still not working.

when I plug it in, in some cases it does a little movement on the impeller, but it stops ...

what could I do ?

sucks to buy expensive pumps, thinking it would last longer or something ... and since Im in Canada, we never get any of the advertised support or ... lol

any advice for me ?

 

[rvitko]

It would be under warranty and the motor block should be replaced, I would contact your dealer or Xenia.

 

[Allmost]

yea but how do I prove that now ? lol you dont get a formal invoice from a LFS ... I have a slip saying I payed around 350 bucks though !

it is not just me, up here we all have closet full of tunze pumps, which we can not do anything about ! none of the dealers up here care about support ... and I guess you are just servicing USA ?

this is when I got the pump after our convo.
http://reefcentral.com/forums/showthread.php?t=2250393

so what is this about Tunze pumps ? why does ithave to be replaced ? what if it passes the first year ?

and why would anyone pay so much for one ? lol Im so disappointed, and of course wont even think about the Tunze skimmer I was about to buy and PMed u about ...

Also, what is Xenia ?

 

[Allmost]

called my LFS

his response : "I am not Tunze, I just sell pump. call them if not work"

 

[rvitko]

I am the US distributor, I am not responsible for the service in other countries. The distributor for Canada is Xenia, www.xeniainc.com. The warranty is 2 years, you will need a copy of the receipt in most cases but the distributor can also work from the manufacture date stamped on the product, some retailers will help return products for repair or provide copies of he invoice but that varies with the retailer. Every product can fail prematurely, that is why it has a warranty and it should be honored, these pump should generally last at least 5 years (controllable) with only a spare power supply and impeller needed in that time, the non controllable pumps typically last 10+ years as they lack any electronics and are far simpler, though they will also need spare parts during this time.

I am sorry you are unhappy but this is outside my territory and besides replying to technical questions, their is not more I can do. The way warranty works is the distributor is paid for the cost of shipping and time from the original sale of the product, Tunze Germany provides only the replacement part and only after a report is submitted explaining why the part was replaced.

 

[Allmost]

I am the US distributor, I am not responsible for the service in other countries. The distributor for Canada is Xenia, www.xeniainc.com. The warranty is 2 years, you will need a copy of the receipt in most cases but the distributor can also work from the manufacture date stamped on the product, some retailers will help return products for repair or provide copies of he invoice but that varies with the retailer. Every product can fail prematurely, that is why it has a warranty and it should be honored, these pump should generally last at least 5 years (controllable) with only a spare power supply and impeller needed in that time, the non controllable pumps typically last 10+ years as they lack any electronics and are far simpler, though they will also need spare parts during this time.

I am sorry you are unhappy but this is outside my territory and besides replying to technical questions, their is not more I can do. The way warranty works is the distributor is paid for the cost of shipping and time from the original sale of the product, Tunze Germany provides only the replacement part and only after a report is submitted explaining why the part was replaced.

yea it sucks that you are only dealing with USA ... as we do not get even a fraction of support up here.

what they are telling me is that they have to pay out of their pockets, and hence wont do anything ... they are asking me to take up my claim with tunze in Germany ...


I am going to try once more with them ...going to take a pic of the time stamp on it ... I find that on the inside ?

I do appreciate your help and taking the time to reply. just wish we had something close up here

 

[rvitko]

Who is telling you that? The store or Xenia? Tunze Germany expects distributors to handle all claims, the only reason they would not is if the paper work to handle the claim is not available.

 

[Allmost]

Who is telling you that? The store or Xenia? Tunze Germany expects distributors to handle all claims, the only reason they would not is if the paper work to handle the claim is not available.

oh the store I bought it from. I am sure they get their stuff from a larger wholesaler or distributer .. maybe even Xenia, not sure.

I am just Emailing Xenia now, will attach some pictures as well so hopefully they can do something... I will update here.

 

[Allmost]

Hello Roger again.

Need your help, as you seem to be the face of Tunze and only person that cares about the company.

so LFS said they have nothing to do with it ... take it up with Xenia

Emailed Xenia many times, twice daily, cant get an answer.

how do I formally complain to Tunze head quarters about this ? I am really having enough of broken pumps ... when smaller ones broke I didnt care ... but this one wasnt cheap for me to just forget about ...

the LFS here advertise and push for tunze equipment, and when it breaks they laugh at us ! this is ridiculous !

would you help me on what is the best action to take ?
is there anyway to get Tunze itself or Tunze USA involved ?

 

[philgilbert]

Hello Allmost,

I am Phil with Xenia North America. We are receiving all of your emails and have answered them all but they keep bouncing back in our inbox. We used different email account but nothing is going thru.

In short, We are happy to take care of your issue as we do in Canada for Tunze for the past 15 years. What we need from you is the following :

1) proof of purchase (LFS can confirm you as a Customer but I need him to let me know)
2) the Serial number on the pump (engraved on the pump body. Usually 3 numbers)

We have the same warranty in Canada than in the USA which is 24 month as long as it has been bought from an authorized Canadian retailer.

Please feel free to send that information to info@xeniainc.ca and maybe set your spam filter to accept our emails in order to solve your issue

Best regards

 

[Allmost]

Thank you Phil, Emailed you back today.

appreciate your help.