Eheim customer service - The Planted Tank Forum
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post #1 of 6 (permalink) Old 02-22-2013, 09:04 PM Thread Starter
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Join Date: Apr 2012
Location: Saint Louis
Posts: 800
Eheim customer service

I do not want ot cross any forum lines here, but does anyone have any suggestions how to get any response at all from Eheim north american "customer service"? They use an answering service during business hours (???) which promises someone will return my call in 24 hours. Ha.

The email service request form only generates an automated response which also makes unfilled promises. I am getting really frustrated and angry with this warranty claim process.

RAOK Club #76

220g altum, 75g high tech, 6g shrimp: one office, three tanks
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post #2 of 6 (permalink) Old 02-22-2013, 09:11 PM
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Location: Canada
Posts: 1,806
I've never had any issues with sending them an email question. They've always answered my questions and quickly.

Eheim Pimp Club,# 496
25g 60-P iwagumi , 33g iwagumi cube, 125g high tech 7g cube, 75g low tech angelfish tank
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post #3 of 6 (permalink) Old 02-22-2013, 11:37 PM
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Location: Los Angeles, CA
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I sent them an email once regarding a replacement part for a 2211. I guess it went to the roundfile, because I never heard back. You're not alone...
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post #4 of 6 (permalink) Old 02-23-2013, 12:15 AM
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Location: North Central MA
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Interesting problem. I've been using their products for 40 years, but I've never had a need to call them.
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post #5 of 6 (permalink) Old 02-27-2013, 06:11 PM Thread Starter
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Location: Saint Louis
Posts: 800
One big reason to buy Eheim is their alledged quality of product. I find this to be largely true, but I did recently buy a filter that simply stopped working after six months. This is an obvious warranty situation.

So I have called DAILY for 9 days (weekend excepted) and sent 3 emails and gotten NO RESPONSE AT ALL. They never answer their phone; all calls go to an answering service. The guy at the answering service confessed that I am not the only one who does not get their call returned. I gather that they are there to answer product questions but not to offer anything remotely akin to warranty service. In fact, a closed look at the instruction book shows no mention of warranty at all.

So what we have here is a major player in our hobby who effectively does not offer any warranty on their product at all. I am left to purchase an expensive replacement part within the warranty period (one year per a conversation I had with them several years back).

The only consolation I have is that this word gets around and maybe possibly does someone somewhere some good.

I for one am EXTREMELY ANGRY and will never give them another dollar of my business.

RAOK Club #76

220g altum, 75g high tech, 6g shrimp: one office, three tanks

Last edited by tomfromstlouis; 02-27-2013 at 06:42 PM. Reason: edit
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post #6 of 6 (permalink) Old 02-27-2013, 07:55 PM
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Join Date: May 2011
Location: Chattanooga, TN
Posts: 4,907
read my avatar
its there for a reason
void the warranty modifying the product to your needs, then its your fault and you have no one else to be mad at but yourself. unfortunately its a basic human quality, and this simplifies that quality. makes life a whole lot smoother
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