Juwel Customer Service

[shroob]

Hi,

Some people may remember a thread I made about my Juwel light unit breaking (third time a juwel light unit has broke in past 2 years - not same tank). I emailed Juwel about my concerns and telling them what had happened. I recieved an email the same day saying how they were disappointed to hear this and if I had any receipts as Juwel's come with a 2 year warranty. Unfortunately I couldn't the receipts (probably still somewhere around), and asked if there was anything else I could do, to which they offered to replace my light unit as a good will gesture, so I took them up on this generous offer and posted it friday and now its tuesday I have a new Juwel unit.

So I thought I would post here and congratulate Juwel on their excellent customer service.

ps. sorry if this is the wrong place but didn't think there was another place for it.

 

[rabbut]

That is good news Juwel have had issues with their T5's and I-bars from release, so this is an issue that they know about, hence probibly why they replaced without proof of purchase. They supposidly have the issues fixed now on new units, but older ones are failure prone...

If you couldn't find the recipts, a card statement would do as proof of purchase Just a tip incase you need a warrenty return job in future

Good on Juwel

All the best
Rabbut

 

[minxfishy]

Thats good to know shroob, especially since I just ordered a new rio 180 and will be having a rio 400 in the new year, as I was warned about the lighting problems, I shall remember to keep that receipt just in case.

 

[shroob]

The light bar I had was an old T8 model (I say old, max 2 years at the very most), so they may have had some stock left after switching to T5's, whatever the reason its still good customer support.

 

[keenonfish]

Don't forget all goods can be expected to last a reasonable length of time. This can allow people to argue with manufacturers outside warranty periods but requires a lot of tact and good luck

I do like companies that treat their customers well so good on you Juwel

 

[raptorrex]

Don't forget all goods can be expected to last a reasonable length of time. This can allow people to argue with manufacturers outside warranty periods but requires a lot of tact and good luck

I do like companies that treat their customers well so good on you Juwel

you need no tact, to argue the toss on, fit for the purpose complaints. though the retailer, will scream and scream you are wrong, the law is clear. the 12 month guarantee given on all new purchases, is via the manufacturer. complaints on fit for purpose are with the retailer. dependent on cost and use, seven years is the liability of the retailer.

cant help feeling it would be better customer service, by Juwel, if they made the things properly in the first place. I light bars, heaters and duff filter heads, all feature large in the "oh $hit its broke" category, with Juwel.

 

[ikongoni]

I am a big fan of Juwel aquariums, and its great to hear that they value their customers concerns......

 

[keenonfish]

Don't forget all goods can be expected to last a reasonable length of time. This can allow people to argue with manufacturers outside warranty periods but requires a lot of tact and good luck

I do like companies that treat their customers well so good on you Juwel

you need no tact, to argue the toss on, fit for the purpose complaints. though the retailer, will scream and scream you are wrong, the law is clear. the 12 month guarantee given on all new purchases, is via the manufacturer. complaints on fit for purpose are with the retailer. dependent on cost and use, seven years is the liability of the retailer.

cant help feeling it would be better customer service, by Juwel, if they made the things properly in the first place. I light bars, heaters and duff filter heads, all feature large in the "oh $hit its broke" category, with Juwel.

Didn't know their heaters & pumps got a bad rep Think and upgrade will be due then!