ecogirl22 Posted March 4, 2014 Share Posted March 4, 2014 (???Does anyone know if BRS filters and housing are compatible with Spectrapure units? I would like to give my business to a company I feel good about. I know my coralife pur flo canisters DO NOT fit spectrapure. I would have though these were standardized but i guess not....) I know everyone loves Spectrapure, I guess I'm just special. Its been awhile since i've been on here, but i had to vent. I bought a MPDI rodi system in 2012 placed into service 2013. I heard a pop while making water and one of the canister housings broke. No big deal i figured, I'm sure they'd replace it and put it in my order full or replacement membranes and filters. Last weeks email, no response, sent another yesterday, no response, so i figured i'd just call. Then man was polite and knowledgeable, but insisted there was probably a pressure surge and anyways the refurb units are only warrantied for 90 days. I can buy the housing..with the head part for $16. Of course i only need the housing, but no matter. I guess I've been spoiled by excellent customer service by DFS and amazon. I didn't think it far fetched to include a 10$? part on a 125$ order..which recurs yearly, soon much sooner as i'm setting up a 90 gallon system and another for my parents. It just left a bad taste in my mouth. As a businesswoman I have to make similar decisions on a daily basis and would never do that to one of my customers, but i guess that's just small vs big business. anyways, if i had to do it again i'd go with another brand, or at least get the fully warrantied non refurbished units, you just don't know what you're going to get with a refurb and they won't stand behind the unit after 90 days... which i don't get since its supposed to be as good as new, but they only warranty it for a fraction of the new ones warranty...hmmmm...fishy.... Maybe i'm being unreasonable....I don't know. I'm desperate for a new housing-- I only have 2 inches of water in my new setup before the unit broke so my "live rock" is dying out of water. Oh well. Link to comment
spectrapure Posted March 4, 2014 Share Posted March 4, 2014 Hello- I am sorry for how frustrated you must be. As a recap- After the warranty period (90 days) expired on the system you purchased, you experienced a cracked housing, and you feel that we should simply send you a replacement based on your assessment of the problem, despite our concerns. From me asking our personnel who tried to work with you on this, during their process of trying to determine root cause they were unable to address a number of potential issues with you that could have lead us to better understand what caused and could possibly cause again your extremely unusual problem. This lead to the impasse regarding us "just" sending you a replacement for an out of warranty system with a failure that to us appears on the information provided associated with a customer issue, not a part failure. When you called, my staff says they tried to address/identify the root cause of your housing problem. The crack you show is typically associated with a number of causes, like: -freezing -over tightening of housing -overpressure event -incorrect filter length (e.g.; non spectrapure filter, additional gasket left in place during filter replacement) -incorrectly matched or inadvertently swapped housings and caps We also do not sell the just the housing, as our experience has been that they should always be sold as a pair due to problems associated with mix and matching caps and housings that can manifest themselves as the failure you reported. All systems we sell (including refurbs) always have matched pairs from our suppliers. We would still like to address these issues, and provide you with a replacement housing for your system once we have worked through the above possible issues. The last thing we want is to send you another housing, and then you have the same problem recur at a later date. This was the sticking point that prevented my staff from simply sending you a replacement at no cost on an out of warranty system. Its not about the cost of the housing, its about doing what is right to fix the problem. As a small business we value our customers, and try to treat each customer following the golden rule. If you want a replacement housing at no cost as a sign that despite our concerns and attempts to assist you in getting to the source of your problem so you might avoid a recurrence, I would be happy to send you another. If you are interested in our help to get to the bottom of it, just call our tech line and ask for Jeremy. We sincerely want to help, and sometimes we don't do the best job explaining why we ask so many questions, and for sure it sounds like in this case we left you frustrated at least, and worse unhappy with our service. Give us a chance to change that. Give us a call. As far as making water NOW, a temporary idea is you could bypass one of the prefilter stages, use only the carbon filter to get your system running enough to fill your sump until we get you a replacement. bruce Link to comment
ecogirl22 Posted March 4, 2014 Author Share Posted March 4, 2014 Well they contacted me and are giving me the housing unit. I'm satisfied. Nvmd question abt brs compatibility, ill get it from spectrapure. happy ending. Link to comment
camry90 Posted March 4, 2014 Share Posted March 4, 2014 Wow that was quick. I should make something. Up to score a free pressure pump and new filters Link to comment
ecogirl22 Posted March 4, 2014 Author Share Posted March 4, 2014 Wow, 100% change in opinion, I just spoke to the nicest woman ever (owner) at sp. Got the entire order together. Also the comment to simply bypass pre filters was great, don't know why I didn't think of that. Filling tank up now. So relieved. Doesn't smell too bad so hopefully its all ok. Shipping today so very fast too. Over and out. Link to comment
ecogirl22 Posted March 4, 2014 Author Share Posted March 4, 2014 Also, to camry90 I did send them a photo I didn't just make up a broken canister, because what everyone wants are free canister housing units lol. Granted according to what they said seems like must have been a pressure surge, which would be my fault. I never suggested they weren't honoring a warranty as I'm far outside that period. I was frustrated with one interaction and gave what I felt was a fair summary of it. I don't think I can or am supposed to change thread title or I would but people will read this and see that sp is a very responsive and good company to get filters from. Link to comment
camry90 Posted March 4, 2014 Share Posted March 4, 2014 Got any pictures of you at the beach? Link to comment
Recommended Posts
Archived
This topic is now archived and is closed to further replies.