problem with Tunze Osmolator
 

Hi JL, I ordered a Tunze Osmolator 3 weeks ago, set it up but its not working as expected. The pump will start when powered on but will stop only after 2-3 seconds. Moving the float sensor up and down wont trigger the pump. Please advice. This is my first order with you.

Here is a video of the problem - https://www.youtube.com/watch?v=_u9gcvfYA-A

Yeah I've had the same problem. I took the sensor out and cleaned it up a bit, seems to be working fine at the moment. I'm hoping it doesn't fail again this weekend as I'll be gone till Monday

My JBJ has dead and I'm thinking to get Tunze Osmolator or Hydor Smart. This is very interesting topic for me.

Your best bet would be to contact JL directly through their website or phone them.

This happened with my nano as well. Had no issues with the regular Osmolator

I've read quite a few posts about problems with the nano version.

Yeah, my replacement had issues as well. The Tunze Rep said it "wasn't possible". My vendor (not J&L) was very good and gave me credit and free shipping, I went with the regular osmolator on the next order. No problems so far, although I'd probably do it differently next time and run float switches with my apex

autotopoff dot com. Simple yet sturdy. I,ve been using one for years with no problems.

I used one from them for 5 years. Float switch failed. Should probably replace in intervals

I contacted Tunze. The rep said that it is a pump problem and needs a replacement, but he cannot do anything about it because he is based in the US and suggested I contact JL instead. This is a heads up in case you are considering Tunze products and you are in Canada.

I'll contact JL and see how good the customer service at JL is.

I considered autotopoff before but decided against it because it has to be shipped from the US. Another source is some onlne store based in Montreal but there is a minimum order for free shipping. I ordered at JL because of the sale earlier this month and the free shipping.

At this point, my workaround is to put it on a timer. When it goes on, the pump will deliver 3 seconds of water when the float switch is on. At least the pump wont run if the float switch is off (below water level).

You need to contact Xenia inc. and they have a page for tunze warranty you just simply fill out the info , it's very simple. They are the Canadian tunze distributors. this is what j and l will tell you as well unless they are going to replace it them selves which they may.


Fwiw all top offs can run into issues , but I've ran my tunze for about 3 yrs straight no replacement anything.


Hth


Cheers

Denny

Denny

Here is the warranTy page

http://www.xeniainc.com/page-Warranty.php

Thanks for the information, Denny. Since I already emailed JL, I'll just wait for their reply first, then I'll do the Xenia warranty claim if I need to.

Update: JL replied and referred me to to Xenia. I just filled up and submitted the warranty form.

Here is another discussion on the Tunze warranty in Canada in case you are considering a Tunze product - http://www.reefcentral.com/forums/sh....php?t=1988108

The only thing I can do now is wait - hopefully not for more than 2 months as discussed in the link above.

xenia is good with their warrantyand times , i haven't read the thread but i do know that 2 mths is very rare for them and i personally haven't heard of anything that long and we deal with them all the time;)

It is definitely not normal for it to take 2 months to replace Tunze parts. It could happen in the event a product has developed a problem that requires Tunze to take some time to determine the appropriate fix - but that is rare.

Please do contact us again directly, as you did previously, if you run in to any trouble with getting the necessary part directly from Xenia. I'll be sure to help you (and anyone else) in that case.

Jeff
J&L Aquatics Ltd.

No communication yet from Xenia. regarding my warranty request.

Sounds like I'll need to handle this swap with you.

I tried to call you but was unable to reach you. Please respond to my email or call us - thank you.

Jeff O'Neill
J&L Aquatics Ltd.

Hi Jeff,

Sorry I was at work at that time.

Phil already asked me for my address. I'll wait for a few more days.

Thanks for following up.

Larry

When I provided my address, I didn't put in CANADA. It turned out that the replacement is being shipped from Germany, not Montreal.

This is the item status message on the tracking page -
"The item was handed over to the International Logistics Center Frankfurt on Sep 13, 2014 to be forwarded to United States of America."

Will the guys at TUNZE assume that my address is it the USA and bungle up the shipment? Or, will the shipment go though USA first then to Canada?

I have a tunze 3155 that I put in my tank on start up and found that the tunze won't work right if you have to much air bubbles in tank the bubbles stick to the eye and the sensor assumes water level is low and turns on pump

From speaking with Phil, my understanding is that it was to ship right to you from Germany. I'll follow up with them to find out if/why this is being routed through the USA.

Jeff
J&L Aquatics Ltd.

Hi Larrysy,

An update for you. Your package has been dispatched to your address, but will pass through the USA on the trip over. When you receive the package, let us know how the swap goes! I'll PM you further info now.

Thank you for your patience,

Jeff O'Neill
J&L Aquatics Ltd.

You may get smacked with duties then. I talked to a supplier in the US for a reptile cage problem and they said no problem and shipped me a new one for free and I ended up paying 25.00 in duties. I guess it depends on what they put on the packing slip.

UPDATE -

Yes, the package was sent from Germany directly. The tracking says the item is going to the USA, that's why I was apprehensive but I finally got the item from Canada Post. The cost of the item is stated as 12.85 euros (around 18 cad), so there were no duties. :biggrin:

I was sent a new controller unit (just the sensor and controller box - no pump - no magnet - no power adaptor). I thought I got the wrong item because Roger from Tunze USA told me that the problem is probably the pump.

I dismantled the old unit and replaced the controller. It worked! I switched back to the old unit to test and it didn't work. It seems that the old unit is not sending out current to the pump when on.

Anyway, problem is finally fixed. Thanks Jeff for your great customer support !!

Excellent Larry! I'm glad things have wrapped up now.

(I had a hunch it was going to be the controller).

Let us know what we can do for you in the future.

Jeff O'Neill
J&L Aquatics Ltd.

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For a tunze product, this is pretty unreliable. Woke up this morning to the sounds a pump running dry. This now the second time in 5 weeks i think.

Garbage

Mines ran for years without issues , I find it a great product.

Bought another just recently and also is working fine:)

It's an electronic , at the end of the day anything can happen;)

Yeah, I thought it was just the float at first, but that's apparently not the case. I just put my claim in with Xenia. Kinda p*ssed in my Cheerios kinda morning.

sounds like my first dc pump lol

The problem is with the osmolator nano (newer product) not the original osmolator. I had the same issues, gave up and ordered the old one

So it's now been a week and I have not heard a peep back from Xenia. ATO has failed another two times this week.

Jeff, would I be able to go through you with my warranty?

Hello tidal_waters,

Please contact me directly by emailing: sales@jlaquatics.com and I'll see what assistance I can provide to you.

Jeff