Hanna Marine Magnesium checker
- Thread starter Alfredomeinhardt
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Hanna Instruments
Active Member
Hello from Hanna Instruments,
I am on the aquarium team, here to address the Magnesium Checker issue.
I am posting this same message on various threads regarding the Magnesium Checker so that as many people as possible get the information.
First, here is an FAQ with answers:
1) What happened?
As many of you know, Hanna Instruments prides itself in accuracy. We do extensive R&D before releasing products – what happened with the Magnesium Checker was a unique combination of unexpected factors. Our manufacturing facility is in Romania, and shipments from Eastern Europe were delayed in the Spring due to events in that area. With this, the initial batch of Magnesium products were in cargo storage for longer than anticipated. While the cargo containers sat for extended periods in the Spring, the temperature in the containers increased. This resulted in longer than usual exposure to higher than usual temperatures, which in turn caused one of the reagents to expire early. The products passed R&D inspection on site, and we’ve never had them degrade in transit before, which is why we were surprised about the issue at first. And why we are grateful that users like yourselves reported it!
2) What did Hanna do to fix the products?
The issue was one reagent expiring early during extended high-temperature exposure in the cargo containers. To fix this, we were able to greatly improve the temperature stability of this reagent by reformulating it from a liquid to a powder. This means that Reagent B is now a powder for this product. Our other Checkers have a timer built in for the dissolution of the powder reagent, so we added that to the new Magnesium Checkers too. That is the only difference in devices, but because of that, we are sending everyone who purchased the initial version a new Checker with the timer built in!
3) Why has it taken so long?
Resolving this issue took several steps. First we had to reformulate Reagent B into a powder. Then we had to add the timer into the production process for the Checkers. Once those updates were made, we had to repackage all the previously produced items with the updated ones. And of course, we had to figure out the logistics of replacing these items both for customers such as yourselves, and bulk purchasers like LFSs and major websites. We also found new transport options to avoid extended international shipping delays in the future.
4) How is Hanna going to make this right for the people who already purchased?
We will send everyone who fills out this form: HI783 Marine Checker Reagent Issue Form free replacements for whatever Magnesium items (Checker and/or Extra Reagent Packages) were purchased. Please fill out all fields!
5) How do I know if I am in queue for the replacements after submitting the above form?
I receive all the form submissions. My apologies that there is not a confirmation, but once you hit submit I do receive it. We are on track to have all current form submissions fulfilled by the end of October, and new submissions as soon as possible thereafter.
Please see our official customer letter below for more details:
These Magnesium items will be available again from your LFS and online sources soon.
Thank you for your patience as we have resolved this issue!
All the Best,
Hanna Instruments
I am on the aquarium team, here to address the Magnesium Checker issue.
I am posting this same message on various threads regarding the Magnesium Checker so that as many people as possible get the information.
First, here is an FAQ with answers:
1) What happened?
As many of you know, Hanna Instruments prides itself in accuracy. We do extensive R&D before releasing products – what happened with the Magnesium Checker was a unique combination of unexpected factors. Our manufacturing facility is in Romania, and shipments from Eastern Europe were delayed in the Spring due to events in that area. With this, the initial batch of Magnesium products were in cargo storage for longer than anticipated. While the cargo containers sat for extended periods in the Spring, the temperature in the containers increased. This resulted in longer than usual exposure to higher than usual temperatures, which in turn caused one of the reagents to expire early. The products passed R&D inspection on site, and we’ve never had them degrade in transit before, which is why we were surprised about the issue at first. And why we are grateful that users like yourselves reported it!
2) What did Hanna do to fix the products?
The issue was one reagent expiring early during extended high-temperature exposure in the cargo containers. To fix this, we were able to greatly improve the temperature stability of this reagent by reformulating it from a liquid to a powder. This means that Reagent B is now a powder for this product. Our other Checkers have a timer built in for the dissolution of the powder reagent, so we added that to the new Magnesium Checkers too. That is the only difference in devices, but because of that, we are sending everyone who purchased the initial version a new Checker with the timer built in!
3) Why has it taken so long?
Resolving this issue took several steps. First we had to reformulate Reagent B into a powder. Then we had to add the timer into the production process for the Checkers. Once those updates were made, we had to repackage all the previously produced items with the updated ones. And of course, we had to figure out the logistics of replacing these items both for customers such as yourselves, and bulk purchasers like LFSs and major websites. We also found new transport options to avoid extended international shipping delays in the future.
4) How is Hanna going to make this right for the people who already purchased?
We will send everyone who fills out this form: HI783 Marine Checker Reagent Issue Form free replacements for whatever Magnesium items (Checker and/or Extra Reagent Packages) were purchased. Please fill out all fields!
5) How do I know if I am in queue for the replacements after submitting the above form?
I receive all the form submissions. My apologies that there is not a confirmation, but once you hit submit I do receive it. We are on track to have all current form submissions fulfilled by the end of October, and new submissions as soon as possible thereafter.
Please see our official customer letter below for more details:
These Magnesium items will be available again from your LFS and online sources soon.
Thank you for your patience as we have resolved this issue!
All the Best,
Hanna Instruments
Cassy621#
Community Member
| Good Morning, When you purchased your Magnesium Checker it was the newest addition to our Checker range and we are now aware of a potential issue with our choice of liquid reagent which has turned out to be susceptible to aging more rapidly than we anticipated when exposed to heat. Due to the exceptional hot weather experienced over the summer we have received reports from some customers of erroneous readings being obtained which are a result of the liquid reagent deteriorating due to exposure to high temperatures. Of course we are not in control of the weather and so with the likelihood that we will experience similar hot summers in future we have taken the decision to withdraw the liquid reagent method and replace it with a powder reagent method. This decision meant modifying the design of our Checkers and the packaging they are supplied within to accommodate the switch from liquid to powder reagents. We are writing to you today to ask that you return your existing Checker and any unused liquid reagent so that we may replace it with a brand new Magnesium Checker complete with powder reagents. We will pay for the courier collection of your old liquid based Checker and we will pay for the delivery of your free of charge brand new powder reagent Magnesium Checker replacement. All we ask you to do is follow this link and provide us with an address plus some contact information for any further communications regarding the collection and delivery of your Checker so that our courier company can collect your old Checker from and deliver your new Checker to. With apologies in advance for any inconvenience this may cause you. From all the team here at Hanna UK |
Sean Clark
7500 Club Member
So I just submitted a question on Hanna's website about this and I received this notice:
THANK YOU FOR POSTING A QUESTION!
Please click on the link in the confirmation email we just sent you to submit your question.
Your question will appear on the site once someone answers it.
So, if they don't like the question, it does not appear on their website.
Take that for what you will... #hannahinstruments
THANK YOU FOR POSTING A QUESTION!
Please click on the link in the confirmation email we just sent you to submit your question.
Your question will appear on the site once someone answers it.
So, if they don't like the question, it does not appear on their website.
Take that for what you will... #hannahinstruments
Cassy621#
Community Member
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