Tunze Warranty Problems

[KandAReefs]

So In short I had 2 of my Tunze nanostream 6040s fail. The lights on the controler just flash back and forth but the pumps do not turn on. All pumps are clean and if plugged back in will jump but never stay on. I had one of the pumps replaced after one year by Tunze with not issues. The problem I am having now is the Tunze website is not accepting my requests saying an error has occurred while sending and I have been unable to submit the warranty info. Has anyone had this issue? or possibly have a contact that could help me with this problem. I have always found this community to be the best for helping each other and I'm hoping that someone maybe able to do the same. My reef would be very thankful

 

[exnisstech]

This could explain things. Rvitko is the US tunze rep (I think that's his position)

Support will be very slow this month, typically in the EU people get 4 weeks paid vacation and that is traditionally the month of August, they have a skeleton crew that volunteered to take July or September instead but with only about 1/4 of the normal workforce everything is much slower.

 

[KandAReefs]

I figured that and thats why i tried to submit it on the Tunzeusa site but the contact us section seems not to be working.

 

[areefer01]

You can also use the contact us via their web portal and sent them a message. They will get back to you. You could also probably shoot them a DM here if you choose per @exnisstech note above and using the members name.

 

[Opus]

Why not go into the Tunze forum here on R2R and message Roger directly. That is what I've done in the past. He is very helpful and usually quick to respond.

 

[KandAReefs]

So I just want to say thankyou to everyone. Just got a response back on the emails and I have two motors being sent out to me. Thankyou so much for everyone that responded and had a look at the post. Maybe it was just luck that I got it but... We may never know. Once more a big thankyou to the Reef2Reef community.

 

[rvitko Verified Sponsor]

Tunzeusa.com is only a dealer order portal and does not offer support. You can always reach me here but we always include all of our direct contact info in every box, on older products from this time frame there was a manual "Warranty for United States of America" my direct email and phone and our address was right on the cover, on more recent products a card is in the box that explains the warranty and QC and we are on the back as the contact for United States. Through the Tunze website can be variable, besides problems like you mentioned which is because of the need for a Country Code which is a foreign concept to Americans (01), it also is running through the factory and while we added automatic mail sorting recently, if you use a VPN or for other reasons it can be routed wrong and I may not get it. Even when I do get it, since you did not write to me, mail programs often flag my replies as spam and they are never seen, I have gotten more than a few hate mails from people who won't even see my umpteenth reply to the hate mail about no replies and I can only really do something then if we get a working phone number.