problem with Tunze Osmolator

[reefwars]

Originally Posted by larrysy

I contacted Tunze. The rep said that it is a pump problem and needs a replacement, but he cannot do anything about it because he is based in the US and suggested I contact JL instead. This is a heads up in case you are considering Tunze products and you are in Canada.

I'll contact JL and see how good the customer service at JL is.

I considered autotopoff before but decided against it because it has to be shipped from the US. Another source is some onlne store based in Montreal but there is a minimum order for free shipping. I ordered at JL because of the sale earlier this month and the free shipping.

At this point, my workaround is to put it on a timer. When it goes on, the pump will deliver 3 seconds of water when the float switch is on. At least the pump wont run if the float switch is off (below water level).

You need to contact Xenia inc. and they have a page for tunze warranty you just simply fill out the info , it's very simple. They are the Canadian tunze distributors. this is what j and l will tell you as well unless they are going to replace it them selves which they may.


Fwiw all top offs can run into issues , but I've ran my tunze for about 3 yrs straight no replacement anything.


Hth


Cheers

Denny

Denny

[reefwars]

Here is the warranTy page

http://www.xeniainc.com/page-Warranty.php

[larrysy]

Thanks for the information, Denny. Since I already emailed JL, I'll just wait for their reply first, then I'll do the Xenia warranty claim if I need to.

[larrysy]

Update: JL replied and referred me to to Xenia. I just filled up and submitted the warranty form.

[larrysy]

Here is another discussion on the Tunze warranty in Canada in case you are considering a Tunze product - http://www.reefcentral.com/forums/sh....php?t=1988108

The only thing I can do now is wait - hopefully not for more than 2 months as discussed in the link above.

[reefwars]

Originally Posted by larrysy

Here is another discussion on the Tunze warranty in Canada in case you are considering a Tunze product - http://www.reefcentral.com/forums/sh....php?t=1988108

The only thing I can do now is wait - hopefully not for more than 2 months as discussed in the link above.

xenia is good with their warrantyand times , i haven't read the thread but i do know that 2 mths is very rare for them and i personally haven't heard of anything that long and we deal with them all the time

[jlaquatics]

It is definitely not normal for it to take 2 months to replace Tunze parts. It could happen in the event a product has developed a problem that requires Tunze to take some time to determine the appropriate fix - but that is rare.

Please do contact us again directly, as you did previously, if you run in to any trouble with getting the necessary part directly from Xenia. I'll be sure to help you (and anyone else) in that case.

Jeff
J&L Aquatics Ltd.

[larrysy]

No communication yet from Xenia. regarding my warranty request.

[jlaquatics]

Sounds like I'll need to handle this swap with you.

I tried to call you but was unable to reach you. Please respond to my email or call us - thank you.

Jeff O'Neill
J&L Aquatics Ltd.

[larrysy]

Hi Jeff,

Sorry I was at work at that time.

Phil already asked me for my address. I'll wait for a few more days.

Thanks for following up.

Larry