Two days, two vendors
In a short time span of two days I had two contrasting experiences with different vendors. See who won!
Everyone knows that the design of the original Tunze Stream pumps was flawed. The pump itself is great, silent and efficient but the electronics were it’s achilles heel. Both the transformer and driver unit were very prone to breaking, sometimes with catastrophic consequences. But that was easily dealt with because Tunze has always supported their products with complete selection of spare parts. Until now, that is. To my surprise (and shock) I learned that Tunze no longer provides spare parts for older Stream pumps. Instead, you are required to send your old Stream to Tunze and then negotiate a discount for a new model. In my case that means I could get a Tunze 6105 for 200 € instead of 245 €. Hardly a substantial discount, especially when you consider that I still have one more 6100 for which I might need spare parts later (and, by the way, for which I’ve already bought a new transformer and driver unit about a year ago). I think I’ll keep the broken 6100 for spare parts, it’s much more valuable than 45€.
The important question of course is how will this “new” Tunze handle current equipment two years from now? They will break.
Only two days after the Tunze debacle I managed to accidentally break the ceramic axle in my ATB skimmer pump Airstar 1500. I contacted ATB and all the necessary spare parts were sent to me three hours after my email with no mention about money (I assume an invoice is included). The parts were sent with fast express service to ensure I’ll get my skimmer back online as soon as possible. No negotiations and no hint of “who cares” attitude.
It is nice to deal with serious people.
I just ordered a replacement driver unit and the upgrade transformer for my 6000 (now 6100). I didn’t go directly through Tunze (instead through aquariumspecialty.com) but had to wait 8 weeks for the parts to arrive from Tunze and no “upgrade” was ever spoken of. The 8 week wait was very frustrating and certainly says something about their level of service.
Christy,
I guess you must have gotten the very last driver unit
I’ve checked a couple of online stores and no one seems to have them in stock.
8 weeks is crazy. I thought the service in US was much better (and faster) than here in EU.
Hello Tatu.
My Tunze wavebox killed three drivers in half of the year. Then I desiced to take it away from my tank and use only simple Tunze pumps like 6125 and nano streams. They are very reliable (do not have any driver
and do not cost so much. Of course they are not adjustable, but I think
that is not so important
Hello Tatu
I had the same experience with ATB as you did, it was excellent.
On the other hand I had a Tunze Nano with a controller, it went after about 1 year. To make a long story short the Canadian distributor brushed it off. No longer own a Tunze.Now I bought a Vortech Echotech marine so far so good. I did hear that there service is quite good.
Kevin
Marko,
I think you are absolutely right, controllability is overrated
I hope those drivers were under warranty!
Kevin,
Amazing – it’s kind of sad to see such an innovative company ruining their reputation with bad service. I for one really hope they will get their act together.
That’s too bad and a bit surprising to me. The US reps for both companies are renowned for their excellent support. I have had nothing but good things to say for Roger (Tunze) and Victor (ATB). Hope Tunze comes through for you.
I also have heard nothing put positive things about Tunze in US. I don’t think Roger is to be blamed for these policy changes
It’s incredible… great ATB!
A very close friend of mine has similar problem with two broken tunze… on two… :-/ but Tunze has said to change, free of charge, the two of it
It’s incredible… great ATB!
A very close friend of mine has similar problem with two broken tunze… on two… :-/ but Tunze has said to change, free of charge, the two of it
Hello,
my driver for my 6100 also broke down a couple of weeks ago. I sent Tunze (Europe) a message through their website. It took a while, but yesterday I received a message saying that they will send me a new one free of charge. I bought my streams 2½ years ago so the driver were out of warranty.
That’s what I call excellent service!