Tunze Osmolator controller fried, not covered under warranty....B.S.

[angrycubano]

I don't ever post negative threads complaining about anything so this is a first for me. The reason that I am is not necessarily to bash a well-established company like Tunze, but to warn anyone who owns the osmolator as to what may happen. I bought the unit on MarineDepot on 12/28/2012 which according to the manufacturer is still under warranty. When I emailed Roger at Tunze he confirmed that it was. When I shipped it to them and he inspected the unit he said it's not covered because it had major water damage. Then he assumed that it was "stored next to an acid" because it looked like the unit had corrosion around the screws, etc. Those of you that know me know that I wouldn't purposely drop the unit in the sump or store it "next to acid", so I was kinda stunned he would make such an assumption. The unit has worked fine for almost two years and all of a sudden starting blinking uncontrollably and stopped working. I suggested that more than likely it wasn't sealed or screwed properly from the beginning and maybe over time (2 years) the humidity got inside the controller and began to oxidize it. I had a similar situation with one of the drivers to my LEDs and the manufacturer saw that it made sense and sent me a brand new one. Roger's next response was another surprise: "I don't think it got wet, but it was installed in a very hostile environment." How hostile of an environment can a standard sump be? With all due respect to Roger and Tunze, this honestly sounds like a bunch of BS to get out of replacing the unit.

What say you?

 

[MrDJeep123]

Did they ship the unit back to you?

 

[rvitko]

Here are the photos of what was sent to me, I never once claimed that water damage was the issue but it was clearly used in an environment that is not suitable for aquarium electronics and the full story is I made every fair effort to work with Mitch, including a substantial discount on either the parts needed or a complete new unit. I have been the sole Tunze technician for over 12 years and my reputation stands on its own for both fairness and often generosity outside of warranty, in this case, no unbiased party can look at the controller that I received and consider this to be a warranty issue.

 

[angrycubano]

Roger,

With all due respect I see the pics as evidence of a defective controller. I paid over $200 for this and would assume it can take the humidity level in a standard sump. Please explain what a "hostile" sump environment means. As I stated, I've been in the hobby for some time and understand the need for proper ventilation in the sump and for an ATO unit at that cost it's easy to assume it would hold up to said environment.

 

[hybridazn]

This is why you don't mount electronics in the stand.

 

[angrycubano]

Did they ship the unit back to you?

He is going to ship it back but that does me no good. I'm out $200 plus what I paid to ship it to them and I get back a defective controller.

 

[angrycubano]

This is why you don't mount electronics in the stand.

I've seen most sumps with all sorts of electronics in them. Where else are you going to put them to keep them hidden?

 

[tonymission]

It's an unfortunate situation and I'm sorry it didn't work out for you, but I can't speak higher of my warranty situation with Roger. He shipped me out a controller right away and rectified the issue; but my original one did not look like that.

I mount mine in a cabinet to the side of the tank with all my Apex gear/wires.

 

[MrDJeep123]

He is going to ship it back but that does me no good. I'm out $200 plus what I paid to ship it to them and I get back a defective controller.

No, it doesn't do you any good. It satisfies my curiosity when you post pictures of it.

Edit: I just seen the pictures posted...

 

[MrDJeep123]

This is why you don't mount electronics in the stand.

Yeah, I agree with that. I'm actually about to rework mine now.

 

[MattL22]

Looks like the internal circuit board in decent shape no ?

What exactly went wrong with it ?
It is top of the line expensive equipment gotta know that it's gonna be in same area as salt water therefore the outside screws certainly gonna corrode a bit especially if it's a lg system lots water volume

 

[FarmerTy]

Roger's reputation is top-notch for fair and generous warranty work. He fixed up a nano wavebox for me once even though he didn't have to. I have the fortune that the Tunze repair facility is right down the street from me.

Electronics and sump areas that don't have adequate ventilation don't mix. I have 2 fans venting my entire sump area out of the house for this reason.

 

[.AcroKiller.]

I belive if a company is gonna make something for a saltwater tank they should take in consideration that it should be sealed but this is not the case. I would like to see if tunze has a salt water setup on their facilities and I would like to see if their equipment is not under their stand.

 

[novajohn01]

Either way u look at it sucks,you would think they would help you with a replacement,discount or something ,hope it works out for ya

 

[MrDJeep123]

Here are the photos of what was sent to me, I never once claimed that water damage was the issue but it was clearly used in an environment that is not suitable for aquarium electronics and the full story is I made every fair effort to work with Mitch, including a substantial discount on either the parts needed or a complete new unit. I have been the sole Tunze technician for over 12 years and my reputation stands on its own for both fairness and often generosity outside of warranty, in this case, no unbiased party can look at the controller that I received and consider this to be a warranty issue.

Either way u look at it sucks,you would think they would help you with a replacement,discount or something ,hope it works out for ya

Read above

 

[novajohn01]

Sorry didn't see that,hope it all works out

 

[angrycubano]

I guess fair is charging me $147 for a new controller when I can get a new set up for $200. I just don't feel like its fair to not replace the controller as that's what got fried. I understand the comments about electronics and salt water but I know most people put their controllers of all kinds inside their stands. Most people don't want to admit it and maybe look foolish for doing it. Like I said I've been doing this for a few years and research like crazy before I do anything. I figured if you buy the best equipment it should last more than two years especially when put in an environment it's made to be: around saltwater tanks.

 

[angrycubano]

I belive if a company is gonna make something for a saltwater tank they should take in consideration that it should be sealed but this is not the case. I would like to see if tunze has a salt water setup on their facilities and I would like to see if their equipment is not under their stand.

This is exactly my point. I see people with controllers, and all sorts of electronics inside their stand and have no problems. I had my Tunze wave controller inside the stand for over two years without a problem.

 

[angrycubano]

Looks like the internal circuit board in decent shape no ?

What exactly went wrong with it ?
It is top of the line expensive equipment gotta know that it's gonna be in same area as salt water therefore the outside screws certainly gonna corrode a bit especially if it's a lg system lots water volume

Roger stated water damage but understands that it more than likely never got wet. The assumption is that since it was inside the stand and exposed to humidity from the sump, some corrosion got inside. I don't think the board got fried but maybe some component. Whatever it was it can't be fixed or replaced without having to pay for a new one.

 

[hybridazn]

Not trying to derail this thread but most ppl who are forced to put electronics in the stand put some sort of air ventilation system in as well. If they don't they are playing roulette. Case in point this thread.