Also posted in Gen Discussion Section...
I'm relatively new to the reefing world. Love the Reef in Wilmington, MA is my local reef shop. I recently purchased a Reefer 650 Peninsula with all the extras from them and had it installed by their service division. The system went in nicely and has been running great for the past couple months.
I chose the Red Sea brand after months of research and talking with the staff at LTR. This is their preferred brand and they've installed many of them over the past couple years. From our conversations, Red Sea is a brand that they trust and are confident providing to their customers.
Unfortunately, every so often there is a problem..and that is fine. That is fine as long as the problem is taken care of properly and in a timely manner.
This past weekend, the display tank itself began leaking from one of the vertical seams. I woke up to our new hardwood floors covered in water and buckling at the seams. Water made its way through the floor and down the basement walls. Upon further inspection, it was clear that MULTIPLE seams were failing. Images below show separation of the glass panels and sealant peeling away.
The tank drained about 1/4 of the way down and then stopped.
The install company is assisting us by breaking the system down and relocating the livestock for the time being. We will reinstall the new system after the floors in the house have been replaced.
Now the question is...how will Red Sea make this right?
Yes, we've begun the warranty process and contacted our representative from Red Sea.
We've been reassured that Red Sea will ship us a replacement tank soon. But, as you know, there is much more to this than just a replacement tank.
There will be dozens of hours spent on the breakdown, relocation and re-installation. The floor boards need to be replaced as well as the drywall in the basement. The damage caused from this defective BRAND NEW aquarium has already cost thousands and thousands.
At this point, we are waiting to hear from Red Sea. Its been 2 days with NO information or replies to our emails with questions. It is not my intention in this thread to post private correspondence with the manufacturer or provide details regarding cost etc. That will remain private as it should.
My goal is to provide Red Sea the opportunity to show R2R members that they stand behind their products AND their customers.
I'd like nothing more that to close this thread by writing - "Everything has been taken care of! Thanks Red Sea for the great support and quality products!"
We shall see...
I'm relatively new to the reefing world. Love the Reef in Wilmington, MA is my local reef shop. I recently purchased a Reefer 650 Peninsula with all the extras from them and had it installed by their service division. The system went in nicely and has been running great for the past couple months.
I chose the Red Sea brand after months of research and talking with the staff at LTR. This is their preferred brand and they've installed many of them over the past couple years. From our conversations, Red Sea is a brand that they trust and are confident providing to their customers.
Unfortunately, every so often there is a problem..and that is fine. That is fine as long as the problem is taken care of properly and in a timely manner.
This past weekend, the display tank itself began leaking from one of the vertical seams. I woke up to our new hardwood floors covered in water and buckling at the seams. Water made its way through the floor and down the basement walls. Upon further inspection, it was clear that MULTIPLE seams were failing. Images below show separation of the glass panels and sealant peeling away.
The tank drained about 1/4 of the way down and then stopped.
The install company is assisting us by breaking the system down and relocating the livestock for the time being. We will reinstall the new system after the floors in the house have been replaced.
Now the question is...how will Red Sea make this right?
Yes, we've begun the warranty process and contacted our representative from Red Sea.
We've been reassured that Red Sea will ship us a replacement tank soon. But, as you know, there is much more to this than just a replacement tank.
There will be dozens of hours spent on the breakdown, relocation and re-installation. The floor boards need to be replaced as well as the drywall in the basement. The damage caused from this defective BRAND NEW aquarium has already cost thousands and thousands.
At this point, we are waiting to hear from Red Sea. Its been 2 days with NO information or replies to our emails with questions. It is not my intention in this thread to post private correspondence with the manufacturer or provide details regarding cost etc. That will remain private as it should.
My goal is to provide Red Sea the opportunity to show R2R members that they stand behind their products AND their customers.
I'd like nothing more that to close this thread by writing - "Everything has been taken care of! Thanks Red Sea for the great support and quality products!"
We shall see...
) has allowed me to decide on the 750XXL (long wall). I know post hurricane Red Sea has had some issues with shipping, and vendor I was going to use (SWAquarium.com) is out of stock on base unit (Not interested in LED option).
