I must say, I had my first pissed off experience with their service. I have a RW-15 that I purchased March of 2015, so about almost 2 years old new. Purchased new from fish-street.com. The rubber legs that mount the U bracket (the bracket that holds the pump) to the wet side magnet need to be replaced. I also had lost the rubber o-ring to help silence vibration between the pump and U bracket. Basically 4 small rubber legs and 2 small rubber o-rings. I contacted fish-street.com to ask about replacement parts and they were quick with a reply to their replacement parts link. I had a small cart made up, but I stopped adding things when I saw they wanted $20.10 CAD for the rubber legs and another $20.10 CAD for the 2 little washers. I replied to their email asking if the prices were correct as you can by a replacement impeller for $4 CAD, there had to be something wrong if they wanted $40.20 for 6 tiny pieces of rubber. After all, I can get a new RW-15 for about double that price. They said it was right. After several emails back and forth, they said they would reimburse me $20.10 CAD after it shipped. That is still an insane price. I closed out my order window as even $20.10 is a crazy price.
On a plus side, this also notes that my 2 RW-15's have lasted almost 2 years with no actual issues. To note, my DC12000 has had no issues and it has been probably 4 years. Also running a DCT7000 with no issues.
I have not been able to find any other sites with replacement parts. I may just remove the pump and fill the gap with silicone. I did attempt to contact Jebao directly, but I do not anticipate a response from them, but I will give it another few days.
On a plus side, this also notes that my 2 RW-15's have lasted almost 2 years with no actual issues. To note, my DC12000 has had no issues and it has been probably 4 years. Also running a DCT7000 with no issues.
I have not been able to find any other sites with replacement parts. I may just remove the pump and fill the gap with silicone. I did attempt to contact Jebao directly, but I do not anticipate a response from them, but I will give it another few days.
