Dealing with Redsea, help please

[Baffels]

Ok, so my redsea 625G2 has spung a small leak on a side seal. Here's how the redsea support has gone do far:

1. I sent in original email/ticket.
2. They ask for pics of the tank, video of the leak, pic of the serial number and receipt.
3. I provided all of it.
4. They ask for another video of the leak under white light.
5. Provided.
6. I break down the tank out of fear it will bust or leak more. Told redsea I was doing so. All fish and corals are in smaller QT tanks and I hired people to move the redsea downstairs.
7. Redsea now asks for/says "Unfortunately, we have not received sufficient proof that the aquarium is leaking. Now that the aquarium has been emptied, you should relocate it to your yard and refill it to provide the proof to us. Please send a video that captures the full view of the aquarium, the leak for at least 15 seconds and then a view of the aquarium serial number sticker."

I dont have a yard, the tank is broken down, unplumed, off the stand and without a water source nearby. I have provided prove of a leak, more then enough and at this point it just feels like they are accusing me of lying.

What do I do here? I don't want to rehire people to come move it again just to pay to fill it for another video that I have already taken.

 

[homer1475]

Can you post the videos here so we can see if Red Sea is asking for more then whats needed?

 

[GatorGreg]

Dang a lot of these lately. I guess people weren’t joking about Red Sea. I had just always thought of them as pretty good highER end (not highest) tanks.

hope you get it resolved.

 

[laezur]

Are you not able to reseal it with some aquarium sealant? Of course, if you're trying to get RedSea to provide you something, I wouldn't do this as it would definitely void any warranty.

How old is the tank, and do you have the video's you provided to them?

 

[PigDaddyF15E]

Sounds like you need to talk with someone over the phone and ask for an explanation of why specifically the video you already sent them doesn't qualify. I found...that with some other customer services centers...that they didn't share information. so when I explained something to one...it was never in the record when I called back. This maybe the case. IDK.

If they can't help. perhaps ask for a "higher" level of customer service. Perhaps they could explain why your video was not sufficient....or perhaps they can "approve" the video you have already provided and get things moving.

Unfortunately...RedSea is holding all the cards here. They aren't going to help until they get what they want. Not saying it's good/bad or accusing them/you or anything like that...it's just the way it is. Sign of the times I guess. Quite a few businesses have a very narrow definition of "warranty" and some very strict requirements to get things "under warranty".

 

[GatorGreg]

Are you not able to reseal it with some aquarium sealant? Of course, if you're trying to get RedSea to provide you something, I wouldn't do this as it would definitely void any warranty.

How old is the tank, and do you have the video's you provided to them?

Whew that’s a big ole tank to do that DIY job on lol.

 

[Baffels]

Here's one of them. Ill post the rest when I get home from work.

 

[Baffels]

That will be the way I might have to go, we will see. Tank is 10 months old.

 

[Baffels]

Latest:

Was CCed on an email I wasnt supposed to be (im obviously not Jeff), is this for real redsea?!?

 

[C4ctus99]

Dang man, I can’t see the video cause I’m on mobile, but definitely ticks me off. Gonna let someone else comment who can see the video for advice

 

[Baffels]

Might not have a choice. I have fish and corals that need a home.
I tried to call this morning. You cannot speak to a support rep on the phone. It just tells you to go online and submit a form.

 

[Subliminal]

Just to play devils advocate, i can see how they would say that video is not conclusive. Of course I know you're telling the truth, but I bet the same video could be made with someone just dribbling water on the side of the tank.

 

[homer1475]

I for one would like to see the rest of the videos before crucifying Red Sea here. I'm not saying the OP is wrong, but the more information the better.

Makes me wonder why they are flagging this as fraud? I have seen over the years on these forums where Red Sea has not been very forth coming with warranty(their products don't break attitude) when a situation clearly calls for a warranty replacement.

 

[dedragon]

Here's one of them. Ill post the rest when I get home from work.

TBH this video wouldn't really help them as it doesnt show where the leak is coming from, just water dripping off the bottom. Your obviously not lying about the leak, but to them I can understanding wanting a clearer photo of the leak's origin. I would ask for another video as well if I was working for red sea. I do admit the process is a bit of a pita though (had a friend deal with a leaking tank from red sea as well)

 

[Baffels]

Agreed, thats why I took the additional video they requested. Ill post it once I get home, its on my home pc. What I don't like is accidentally being sent an email saying im committing fraud. Rubs me wrong.

 

[Lowell Lemon]

Keep the email copy as it might be actionable later. Shows a complete email chain.

Sorry for your struggle!

 

[danielankeny]

Very happy I didn’t go with a red sea aquarium. At best, it’s crappy customer service. What a nightmare—so sorry

 

[Turbo's Aquatics Verified Sponsor]

Latest:

Was CCed on an email I wasnt supposed to be (im obviously not Jeff), is this for real redsea?!?

Holy fail wow

 

[Baffels]

If 20 years in the Navy taught me one thing, its to always keep a record. Of everything, lol.

 

[piranhaman00]

Wow that email is crazy! Hope you get it sorted.