Tunze Customer Service

[dunkindon]

Howdy folks,

Just wanted to take the time to share my experience with Tunze customer service.

I purchased a Turbelle Nanostream 6040 from BRS in 2022 and was used in a 75 gallon display up until a few weeks ago. The pump shut off and after cleaning and some troubleshooting, I reached out to tunze customer service for assistance.

Gentleman named Roger confirmed the diagnostics, warranty information and had a new pump in the mail the same day. I received the replacement part, and the pumps been operating as intended ever since.

So thank you Roger, thank you Tunze. Highly recommend for anyone looking to add flow to your aquarium.

-Don

 

[tsharpe291]

Howdy folks,

Just wanted to take the time to share my experience with Tunze customer service.

I purchased a Turbelle Nanostream 6040 from BRS in 2022 and was used in a 75 gallon display up until a few weeks ago. The pump shut off and after cleaning and some troubleshooting, I reached out to tunze customer service for assistance.

Gentleman named Roger confirmed the diagnostics, warranty information and had a new pump in the mail the same day. I received the replacement part, and the pumps been operating as intended ever since.

So thank you Roger, thank you Tunze. Highly recommend for anyone looking to add flow to your aquarium.

-Don

had the same experience with a 6095, great customer service .

 

[mward]

Roger is the man !

 

[rvitko]

Don,

Thank you and thank you all. To be fair, you made it particularly easy, you did all the diagnostics, you had photos, it was easy to know what was wrong. I know there will be people that did not have such an easy experience, but it is a two way street, I cannot solve a problem as simply if you wont do any testing or try to troubleshoot, one of us has to figure out which part is needed to solve the problem. I do try to make the process as painless as possible and you did all the work needed to do that.

 

[PopDBE]

Roger and Tunze always come through and back their products.

 

[Fumanchu]

+1

 

[Cleaner Shrimp]

Howdy folks,

Just wanted to take the time to share my experience with Tunze customer service.

I purchased a Turbelle Nanostream 6040 from BRS in 2022 and was used in a 75 gallon display up until a few weeks ago. The pump shut off and after cleaning and some troubleshooting, I reached out to tunze customer service for assistance.

Gentleman named Roger confirmed the diagnostics, warranty information and had a new pump in the mail the same day. I received the replacement part, and the pumps been operating as intended ever since.

So thank you Roger, thank you Tunze. Highly recommend for anyone looking to add flow to your aquarium.

-Don

Where are you getting your service done? I have a osmolator 3155 ATO that has stopped working well not top up. I have contacted this company named [email protected] on Feb 19 for warranty and they sent me a sensor with the connecter cut off. This did not resolve the problem. Then they said I needed a new controller. It was established twice that I was covered under warranty being the product is less than one year old. They did not respond by letting me know if they were shipping one or not. I have had to recontact them. Now they wanted me to resubmit my receipt of purchase the second time. Than they respond and say great product still under warranty. Then I had to ask them if they were shipping one. They don't respond to emails for at least 3 days or more. March 11 they said they were sending one out. I contacted them on April 6 to see if they had a tracking number, it took them until April 9 to respond and say they think they shipped it and that he was going to check. I have had no response from them since. It is now April 13 and I have still received nothing. I have recontacted them and no response.

 

[dunkindon]

Where are you getting your service done? I have a osmolator 3155 ATO that has stopped working well not top up. I have contacted this company named [email protected] on Feb 19 for warranty and they sent me a sensor with the connecter cut off. This did not resolve the problem. Then they said I needed a new controller. It was established twice that I was covered under warranty being the product is less than one year old. They did not respond by letting me know if they were shipping one or not. I have had to recontact them. Now they wanted me to resubmit my receipt of purchase the second time. Than they respond and say great product still under warranty. Then I had to ask them if they were shipping one. They don't respond to emails for at least 3 days or more. March 11 they said they were sending one out. I contacted them on April 6 to see if they had a tracking number, it took them until April 9 to respond and say they think they shipped it and that he was going to check. I have had no response from them since. It is now April 13 and I have still received nothing. I have recontacted them and no response.

I don’t know who Xenia Inc is but I contacted Tunze customer service, as it is a Tunze product.

 

[rtparty]

Roger is one of the best in the business

 

[rvitko]

I handle the US market, Xenia handles Canada, each country has there own distributor and service. I have no involvement with distribution outside the United States.

 

[Jody Owens]

@rvitko Can I work with you directly here regarding some issues with my Osmolator 3 or do I need to fill out a form first?

 

[rvitko]

Yes, for that matter all of my direct contact info is right on the cover of the warranty manual that came with it. This is not the best timing though, I leave for Interzoo in Germany tomorrow and won't be back in the office until May 14, I will do what I can, but on this short notice outside of advice I cannot do much until I get back. What is the issue you are having?

 

[Crrp73]

@rvitko, Hello. The food timer function on my Turbelle nanostream 6095 stopped working. I press the red button on the controller and the pump doesn't stop. I purchased it on September 2021. How do I get in touch with you for support?

 

[rvitko]

I just replied to your email.