First of all: We are very sorry for each case where one of our customers has problems with our products.
We know that our customers expect a high quality level and we certainly feel very dedicated to the highest standards, we really don't want to ignore problems like that.
This said, we have here different situations which might not be comparable.
1. Spare parts, which need to be replaced after a certain time of use. This can be after 1 year or 5 years. This has nothing to do with material defects, this just depends on the usage / pumped water quantity (e.g. daily water changes or ATO)
Read more details about warranty and spare parts here:
German: https://www.aquariumcomputer.com/de/.../ghl-doser2-1/
English: https://www.aquariumcomputer.com/pro.../ghl-doser2-1/
(bottom of page)
2. Parts with limited lifetime due to material issues
As we already stated at several other occasions we had obviously a batch of these blue caps which didn't last as long as they supposed to.
After examination of this problem and long-term tests we were able to change material and design to achieve now extremely robust caps.
These new caps were used since Sep. 2018. All dosers and maintenance kits have them since then.
Please note: NOT all pump heads were affected. We think that mainly caps produced between 11/2017 ... 08/2018 are affected, it looks like some batches had different material mixtures.
Bottomline:
We decide on a case-by-case basis how to handle problems with these parts. We can't discuss personal support cases in the public.
If it is possible that a material problem rather than usual usage is reason for this issue we replace for free as soon as possible, of course.
Please contact us directly in order to serve you best: https://www.aquariumcomputer.com/support/
No support or warranty issues over PM! Please send PMs to the moderators only if you have general problems with using the forum! Thanks for helping us to keep the support efficient.
Kein Support oder Reklamationsabwicklung über PM! Bitte senden Sie an die Moderatoren nur PMs bei allgemeinen Problemen mit der Verwendung des Forums! Danke dass Sie uns dabei helfen, den Support effektiv zu gestalten.
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