Tunze Technical /product Support?

[RWH]

Anyone have any experience dealing with Tunze for tech or product support?
I emailed them 3 days ago, and followed up again yesterday...no response or acknowledgment
to any of the emails?
Got a problem with a Tunze auto top off, don't think the mini sensor is working any longer and I contacted them to see if I could purchase a replacement part from them, rather than buying a new controller module..?
Just curious what kind of response time other folks may have had with them.
I like the product...just want to get it working ...

 

[NemoMeImpuneLacessit]

Had a problem with a Tunze skimmer some time ago and I had to contact the HQ in Germany
They were quite helpful actually
Good luck

Headquarters in Germany
TUNZE AQUARIENTECHNIK GMBH
Seeshaupter Strasse 68
D-82377 Penzberg
Fed. Rep. of Germany
Tel. +49 (8856) 2022
Fax. +49 (8856) 2021

E-Mail: info.english@tunze.com

 

[RWH]

Thank You!
I'll give that a try!

 

[hark]

I've got the exact same issue with my ato. Trying to see if I can get it replaced with warranty first before buying a new one

 

[RWH]

I did get an email back from the Canadian Tunze distributor ( Xenia ) and they did say they could provide the sensor for
me for $25.00 ....said it was shipped over a week ago..but I still have not seen it? Followed up again yesterday..
Not impressed thats for sure. I'm going to buy the SMART ATO if I dont get something soon from them....

 

[Kyle1970]

I've been dealing with both J&L and Xenia now for almost 2 months with no help for what sounds like the same issue.

 

[RWH]

They confirmed earlier last week that the part was coming from Germany and would be here soon?
If it doesnt show up soon, I'm going to buy the Smart ATO top off....
It is frustrating, as I was always under the impression that Tunze was one of the better products...

 

[hark]

I just posted a big thumbs up for reef supplies.ca in a different sub forum on here.

Not only did I get a free sensor to try to fix my issue which arrived in about 3 days....when that didn't work they got me a new controller and expedited shipping so I get it by Thursday.

Hope it works out for you guys as well

 

[RWH]

Mine is not under warranty as it was a used unit....and that is why I went to Tunze (Xenia) directly. If this sensor does not correct the problem, then I will just buy the Smart or Jabao ATO......

 

[Themaddhatter]

Mine just started acting up too. Seems to keep overfilling the sump.

Sent from my SGH-I337M using Tapatalk

 

[hark]

Rwh - Your welcome to try my sensor they shipped me if you want?

 

[RWH]

Thanks Hark!
Lets see if mine shows up this week and if not I'll give you a shoput. Really appreciate that offer!
Let mw know when you need those frags for your tank as well. I have some new mushroom frags going and some others I just started. Also going to try fragging my leather that I have.
Cheers!
...Rick

 

[RWH]

Could be the sensor on yours as well MadHatter? if its overfilling then the pump is not shutting off when it should?
Sensor is supposed to shut it off or the float switch should if it goes too far?
...Rick

 

[Themaddhatter]

Could be the sensor on yours as well MadHatter? if its overfilling then the pump is not shutting off when it should?
Sensor is supposed to shut it off or the float switch should if it goes too far?
...Rick

I've actually sat there and watched it come on for 1 to 3 minutes when the sensor was already submerged. I tried cleaning it, to no effect.

Sent from my SGH-I337M using Tapatalk

 

[RWH]

Rwh - Your welcome to try my sensor they shipped me if you want?

Hi Hark,

You might want to hang onto your extra sensor just in case the one on your replacement fails.
I have still not received the replacement one I ordered from Xenia. At least I wasn't invoiced for it as of yet
so no worries about being out of pocket. Sent an email to Xenia and copied Ray at reef supplies as well
to keep him updated on my experience with both TUNZE and Xenia

I have since purchased an Eshopps float switch and am in the process of setting up a manual gravity fed
ATO...no electronics to worry about!
Cheers!
...Rick

 

[Kyle1970]

Xenia came through with sensor, controller and pump all shipped a few days after I posted.
Had issues with the new sensor but turned out it was caused by my magnets not being lined up absolutely perfect.
I think it was the controller that was the issue with my old one.

 

[RWH]

Well, after almost 7 weeks Xenia, finally got the IRS sensor to me along with 4 mini sample containers of
Reef Roids ( which I have been using by weekly for the corals)
No charge for the sensor. I had already actually set up a gravity fed ATO with the Eshopps float switch and a 2 gallon
reservoir. Soooooo ...I will replace the Tunze sensor and see if that gets the ATO going again..and either keep it as
a spare or sell it. I think I trust the gravity system more?
Anywways, It was still a very frustrating process to deal with them, and while TUNZE may have good products, I'm not sold 100%
on their after market support.....

 

[SamB]

Thanks for the update and I'm glad that you finally got some satisfaction
Too bad about Tunze's service - I'm using Tunze's skimmers and ATOs and haven't had a problem yet - although I have always purchased new