Trigger Systems Customer Support

[bluepuli]

Hi Everyone. I am wondering if anyone can provide advice on getting customer support from Trigger Systems. I purchase a motorized roller upgrade kit directly from Trigger Systems. After a week of being in service the motor/controller experienced a problem. I have been emailing them multiple times over the last month in hopes of getting them to replace the defective part. The first email was ignored for ten days. A number of emails since then has not ended up with a resolution. The last one asked me to disassemble the controller, take off the back plate, and try and see if this fixes the problem. It did not and I promptly let them know that it did not. This was supposed to be the last thing to try before they replaced the defective unit. Now I am 9 days since I let them know this, and no response from them. I even emailed them a couple of days ago asking for their response. No reply to that email either. Anyone else have issues with their Customer support? If so, did you get a satisfactory resolution?

 

[Gumbies R Us]

I tried to go to the website and find more information for you, but it seems to load very slowly on my end. Hopefully, you will get this sorted out!

 

[bluepuli]

I tried to go to the website and find more information for you, but it seems to load very slowly on my end. Hopefully, you will get this sorted out!

Finally heard from them yesterday and they are going to replace my controller/motor. They moved their facility to a new location which I was unaware of. Hopefully this less than great customer support was just an anomaly.

 

[SPS2020]

Finally heard from them yesterday and they are going to replace my controller/motor. They moved their facility to a new location which I was unaware of. Hopefully this less than great customer support was just an anomaly.

By the way,

Welcome to Reef2Reef!

 

[bluepuli]

By the way,

Welcome to Reef2Reef!

Thanks

 

[scheined]

Hi Everyone. I am wondering if anyone can provide advice on getting customer support from Trigger Systems. I purchase a motorized roller upgrade kit directly from Trigger Systems. After a week of being in service the motor/controller experienced a problem. I have been emailing them multiple times over the last month in hopes of getting them to replace the defective part. The first email was ignored for ten days. A number of emails since then has not ended up with a resolution. The last one asked me to disassemble the controller, take off the back plate, and try and see if this fixes the problem. It did not and I promptly let them know that it did not. This was supposed to be the last thing to try before they replaced the defective unit. Now I am 9 days since I let them know this, and no response from them. I even emailed them a couple of days ago asking for their response. No reply to that email either. Anyone else have issues with their Customer support? If so, did you get a satisfactory resolution?

I have had exactly the same experience. Got an email from David, to which I replied, but no information since. I was told they were shipping me a new upgraded motor controller, but two weeks later it hasn't arrived. They asked me to send the unit back, but haven't provided an address. Would also like to hear from anyone who has some advice here. Thanks.

 

[bluepuli]

Sorry to hear you are experiencing the same problem. While I purchased the motor upgrade directly from Trigger Systems, the sump was purchased from Bulk Reef Supply. I contacted BRS customer service and they seemed to be able to get a better response on my behalf. I did get my replacement eventually. If you can get a vendor involved, it might help.

 

[scheined]

Thanks very much. I purchased the sump from Aquacave, but the upgrade directly from Trigger Systems, same as you. I will contact Aquacave. BTW, I am sending the upgrade motor, along with e-mail string directly to Trigger systems. Its certainly not of any use to me now. Perhaps this will get some response on their side.

 

[bluepuli]

Sounds like a good plan.

 

[Parrottbay]

Trigger Systems Customer Service — 4+ Months Trying to Buy Replacement Parts

I normally don't like leaving negative feedback, especially because I've always considered Trigger Systems to make good aquarium equipment. Unfortunately, the customer service experience I've had trying to purchase replacement parts has been extremely disappointing.

I first contacted Trigger Systems on April 6, 2026 regarding a Platinum 20C Cube sump with roller mat.

Trigger responded that same day and provided pricing for several of the parts. I responded immediately confirming that I wanted to purchase the parts and also asked for the instructions for using all three float switches.

I was trying to purchase:

• (2) High flow plates
• (1) Polycarbonate lid
• (3) 1" fittings
• (1) External float-switch magnet, if available
• Instructions for the original three-float configuration

The frustrating part is that I wasn't asking for free warranty parts. I was trying to give them money and purchase the parts.

After the initial response, I followed up on:

• April 9
• April 13
• April 18
• April 28
• May 13
• June 28

I even told them that the wiring information could wait and asked them to simply invoice me for the available parts so we could get the order moving.

As of August 13, 2026, more than four months after my original request, I still have not been able to get the parts order completed.

This has been especially frustrating because the sump is being repaired for a customer's system, so I have been the person having to explain the delay to the customer while continuing to tell them that Trigger Systems is a reputable company.

I have no issue with someone telling me a part is discontinued, backordered, unavailable, or that they need additional time. What I don't understand is repeatedly receiving no response when I'm simply trying to purchase replacement parts for one of their products.

I like Trigger's products, which honestly makes this experience more disappointing. Replacement-part availability and manufacturer support matter when you're buying expensive aquarium equipment that may be in service for years.

If Trigger Systems resolves this, I will gladly update this post with the outcome. But after more than four months and numerous follow-ups, I think the timeline deserves to be documented.