Hanna HI98319 Salinity checker

[K7BMG]

So back on October 16 2019 I purchased the HI 98319 Salinity checker.

I like to double check my equipment every now and again to make sure I can trust it.
My Hanna showed a salinity of 1.025 for tank 1 and 1.024 for tank 2.

Today was the double check day, so I broke out the Milwaukee and it showed a salinity of 1.028, for both tanks. I was like ok, well I have not used the Milwaukee in a while so, I calibrate it, clean the lens, then re-test my two tanks to get the same results of 1.028.
I was like oh (BLANK), broke out the ole manual ATC refractometer and it showed one at 1.030, the second at 1.031. (Have never calibrated nor do I know how to calibrate the ATC Manual unit, but it was always higher than the Milwaukee)
My Hanna still showed a salinity of 1.025 for tank 1 and 1.024 for tank 2.

So I grabbed my last calibration packet for the Hanna and attempted to calibrate it but it went into Error. From that point it no longer would read salinity.
No matter the saltwater tested or Hanna calibration solution I put it in, it just reads 1.000 now.

The Hanna has always read lower than my Milwaukee by .001 consistently at every comparison test I did.
If my Hanna read a salinity of 1.025 the Milwaukee would consistently read .001 higher at a salinity of 1.026. Until today that is.

Hanna could not have been easier to deal with, called the number and the tech walked me through the calibration steps again, said well lets get that looked at and gave me an RMA number.
So it looks like they will stand behind their products.
Good job Hanna.....

Now off to do some small water changes

 

[reef lover]

Glad they got you straightened out!

 

[dadnjesse]

I have the Milwaukee digital refractometer, also a VeeGee refractometer, then I got the Hanna. The Hanna consistently showed .002 lower. I went through all the calibration packets with the same results. My Hanna was only a day old so I called them. the guy wanted me to send it in so they could test and get back to me. I wasn't happy with that, I would of liked a new one. I ended up just keeping it and compensate for the differences.

 

[K7BMG]

I have the Milwaukee digital refractometer, also a VeeGee refractometer, then I got the Hanna. The Hanna consistently showed .002 lower. I went through all the calibration packets with the same results. My Hanna was only a day old so I called them. the guy wanted me to send it in so they could test and get back to me. I wasn't happy with that, I would of liked a new one. I ended up just keeping it and compensate for the differences.

Wouldn't it be nice if all meters would be accurate. I don't think that will ever be the case with hobby grade equipment.
I doubt we would get the same results with 10 meters right off the factory floor made on the same day by the same person....

 

[Reefnoobz90]

I have the Milwaukee digital refractometer, also a VeeGee refractometer, then I got the Hanna. The Hanna consistently showed .002 lower. I went through all the calibration packets with the same results. My Hanna was only a day old so I called them. the guy wanted me to send it in so they could test and get back to me. I wasn't happy with that, I would of liked a new one. I ended up just keeping it and compensate for the differences.

Why would they send you a new one without first verifying the old one was defective?

 

[K7BMG]

Well Hanna did not repair the checker, they sent me a new one.
Complete with calibration packets.
Sent the falty unit in on January 30 and its replacement arrived 6 days later on February 5th. So from Nevada to Rode Island in 6 days.
So right on Hanna.

 

[dadnjesse]

Why would they send you a new one without first verifying the old one was defective?

If you bought a clock that didn't keep time and you tried to exchange it would you expect them to first test it before exchanging for you. Maybe I just expect good customer service. Or just buy from Amazon.

 

[Reefnoobz90]

If you bought a clock that didn't keep time and you tried to exchange it would you expect them to first test it before exchanging for you.

If I bought a clock that I was comparing to a different clock and assuming that clock 1 was more accurate than clock 2 then yes I would expect it to be tested against an accurate clock.

 

[html]

All seas and oceans have slightly different salinity with corals so I do not think it is big deal if you have slightly more salty water.

 

[K7BMG]

If you bought a clock that didn't keep time and you tried to exchange it would you expect them to first test it before exchanging for you. Maybe I just expect good customer service. Or just buy from Amazon.

I think Hanna did me right. Customer service was great.
I bet they would have just replaced the unit had you sent it in.
I don't or would not expect a company to ship out out a new anything without recieving the faulty unit back first.

 

[dadnjesse]

I bought an a acclimation box from Octo Aquatics. The sealed magnet was getting condensation, he sent me a brand new one no questions asked and didn't ask for the old one back. To me that was exceptional customer service.

 

[K7BMG]

I bought an a acclimation box from Octo Aquatics. The sealed magnet was getting condensation, he sent me a brand new one no questions asked and didn't ask for the old one back. To me that was exceptional customer service.

Yes I agree there.

 

[Rick5]

Why would they send you a new one without first verifying the old one was defective?

You don’t like good customer service?

It’s precisely this line of thinking that allows some (emphasis on some) manufacturers and vendors to provide shoddy customer service and get away with it. This type of thinking is rampant in the reefing community but less so in others, interestingly.

 

[Joekovar]

If you bought a clock that didn't keep time and you tried to exchange it would you expect them to first test it before exchanging for you. Maybe I just expect good customer service. Or just buy from Amazon.

If I bought a clock that didn't keep time, I'd call their customer service at home, at 3am, and when they barked at me, "do you know what time it is!?" I'd say well according to the clock I bought from you guys it's time to send me a new clock.

 

[K7BMG]

Well the new unit calibrated perfectly and is matching my Milwaukee.

So customer service in this case was great.
They stood by there equipment hastle free.
No complaints on my part.

I see no need for me to participate further with my thread.
The information I wanted to put out there is compleated.

So the thread is open to all for more discussion on good and bad customer service.
Thanks for reading and I hope it was informative for thoes who read it.

 

[dadnjesse]

Here is another example of what Hanna didn't do. I ordered the RO/DI booster kit from Bulk Reef. The wires on the pump were cut, I took a picture and emailed them. That day they sent me a tracking number for a new pump and told me to keep the other one, not send it in so they could test it.

 

[K7BMG]

Here is another example of what Hanna didn't do. I ordered the RO/DI booster kit from Bulk Reef. The wires on the pump were cut, I took a picture and emailed them. That day they sent me a tracking number for a new pump and told me to keep the other one, not send it in so they could test it.

I will have to respectfully disagree with you on your situation.
I feel Hanna did not wrong you in anyway shape or form.

They are within their rights to have the unit returned.
Most companies are this way and have the right to have the item returned to them first.

It is an electronic device and most likely operating within the tolerance of the tool.
They probably could have refused to warrantee the unit all together, but they did not.
All they wanted was the faulty unit returned.
Bad customer service on their part would be, to have received the unit, sat on it for weeks before they did anything and got a repaired or new unit back to you.
How many stories like this have you come across?

With your pump, did BRS's decide to replace the unit or the manufacturer?
You sent in proof with a picture that obviously verified the problem to whom ever right?
But with Hanna you seem to be unwilling to let them have the option to check out the unit.
So with respect, IMO this is not an apples to apples comparison.

Yes it was great that Octo Aquatics just replaced the unit.

From Costco, Home Depot, Best Buy, and other big box stores all the way to Amazon will replace items no questions asked this is true, However they all require the item be returned first, or is this not true?

So I guess again with respect I just don't understand your dissatisfaction with how Hanna wanted to handle your particular situation by requesting the unit back.

Dissatisfied with the unit being off I understand compleatly.