Tunze Tunze Osmolator 3 Help

[CristinaNTimothy]

Hello everyone

Last week I went to top off my fresh Ro tank and realized that it was a lot higher then normal and when I looked into the sump the water level was lower then normal so looking at my ato it was a solid red. I tried to unplug and rest to no avail so I then took it out to give it a clean sooner then normal and when I popped off the cover I noticed the sensor burnt out. I have no idea why this would happen but I tried to contact Tunze through 2 different emails last Sunday Oct 18 but haven’t heard anything back from them.

Would anyone know how long they take to respond to emails? As well if there is another way to contact them?

Maybe I have the contact information incorrect?

I sent it to [email protected] please keep in mind I’m located in Canada.

I purchased it from my local LFS on May 1 2025. And I did send a copy of my receipt and a picture of the problem.

Any ideas in contacting them would be much appreciated.

 

[exnisstech]

Maybe @rvitko can assist? I remember reading about this happening on early releases but it has been corrected. Tunze has a 5 year warranty, I'm sure they'll take care of it.

 

[kevgib67]

Hello everyone

Last week I went to top off my fresh Ro tank and realized that it was a lot higher then normal and when I looked into the sump the water level was lower then normal so looking at my ato it was a solid red. I tried to unplug and rest to no avail so I then took it out to give it a clean sooner then normal and when I popped off the cover I noticed the sensor burnt out. I have no idea why this would happen but I tried to contact Tunze through 2 different emails last Sunday Oct 18 but haven’t heard anything back from them.

Would anyone know how long they take to respond to emails? As well if there is another way to contact them?

Maybe I have the contact information incorrect?

I sent it to [email protected] please keep in mind I’m located in Canada.

I purchased it from my local LFS on May 1 2025. And I did send a copy of my receipt and a picture of the problem.

Any ideas in contacting them would be much appreciated.

I had the solid red light in the spring. They were very good in helping me troubleshoot it but in the end sent me a new sensor. I don’t remember how I got through to them but their customer service was excellent, hang in there.

 

[CristinaNTimothy]

Maybe @rvitko can assist? I remember reading about this happening on early releases but it has been corrected. Tunze has a 5 year warranty, I'm sure they'll take care of it.

Thank you I would appreciate any help.

 

[CristinaNTimothy]

I had the solid red light in the spring. They were very good in helping me troubleshoot it but in the end sent me a new sensor. I don’t remember how I got through to them but their customer service was excellent, hang in there.

I appreciate the reassurance, I will keep waiting, I’m sure they are just sifting through their emails and they will get back. Thank you again I appreciate it

 

[get-salty]

If you purchased it from your LFS, then they should be able to help with the warranty process

 

[CristinaNTimothy]

If you purchased it from your LFS, then they should be able to help with the warranty process

Most definitely, I just thought to deal with it as it would be straightforward but if I don’t hear back shortly I will take that route. Thank you.

 

[rvitko Verified Sponsor]

The email you have does not exist, I have had a few people tell me about this email, it is AI garbage. Best source for our contact info is the warranty/manufacturing card that was in the box. For Canada, you need to contact Xenia North America. www.xeniainc.com

 

[rvitko Verified Sponsor]

It appears the site is likely down, this is the email [email protected]

 

[CristinaNTimothy]

The email you have does not exist, I have had a few people tell me about this email, it is AI garbage. Best source for our contact info is the warranty/manufacturing card that was in the box. For Canada, you need to contact Xenia North America. www.xeniainc.com

Thank you kindly for clarifying this. This is the address I was given by AI you are correct “garbage “ and my mistake for not pulling out the card. Thank you for clarifying i appreciate it

 

[CristinaNTimothy]

It appears the site is likely down, this is the email [email protected]

I will resend here. Thank you once again take care