J&K Aquatics / Bubble Magus Issues Was Resolved

[tomb1012]

I’m sharing this because I believe the UK reefing community needs to know how the exclusive distributor for Bubble Magus and Red Sea handles warranty claims when things go wrong.
After a week of trying to resolve a simple warranty issue on a £10 part, I have been forced to officially refer J&K Aquatics to Trading Standards and the OATA for professional misconduct and misleading commercial practices.
The Facts:

• The "Receipt" Lie: Despite the Global Manufacturer policy stating serial numbers are sufficient, I was told by senior rep Phillip Gout that I had "no rights" without a physical receipt.
• The Illegal Surcharge: When I pushed for a repair, I was told I must pay a £35 "handling fee" for a statutory warranty repair—a clear breach of the Consumer Rights Act 2015.
• The Runaround: I was mocked for referencing the brand’s own global standards and told to contact a retail store that J&K knows has ceased trading.
• The OATA Claim: When challenged on professional standards, the representative explicitly claimed the company was not an OATA member (to imply they aren't bound by the Code of Conduct).

I escalated this to Director Emma Simmons, providing a full dossier of this behavior. I gave them a deadline to settle the matter confidentially. They chose to ignore it.
The Evidence:
Attached is the "Phil PDF"—a full transcript of the senior representative mocking brand standards and attempting to levy illegal fees.

Verdict:
If you are running Bubble Magus or Red Sea gear supplied by J&K, be aware that "Support" may involve being bullied, lied to about your legal rights, and asked for illegal fees. I have moved my system over to a different ecosystem today. I won't be dealing with J&K Aquatics ever again.

EDIT: This issue was resolved.