SpectraPure Problem

Discussion in 'SpectraPure' started by NASAGeek, Dec 17, 2009.

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  1. NASAGeek

    NASAGeek Eyelash Blennie

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    We shall see how SpectraPure responds. I will start out hopeful.

    I just sent them this e-mail after receiving my new RO/DI unit freom them.

    Not a happy customer so far.

    I tried to set up my unit following the directions for the Rinse -Up Procedure. The unit immediately began severely leaking water in between the Pre-sediment filter and the carbon filter. A quick inspection easily determine that the plastic connector between the two filters was broken and water was spewing out; not allowing the carbon filter to fill.

    I loosened the Pre-sediment filter by loosening the phillips screws on top to inspect. The leaking connector is threaded into the pre-sediment and hex on the otherside. The threaded section is snapped inside the presediment side. I am familar with manufacturing defects since I am a former NASA Flight Hardware Project Manager and engineer. This looks like someone over tightened the plastic connector and snapped it leaving only a few threads holding it together.

    Obviously, I would like this fixed immediately.
    So, we shall see how they respond. Has anyone else had this problem??

    Mark:(
     
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  3. Telgar

    Telgar Snowflake Eel

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    Sorry to hear about your problem they are a higly thought of and respected sponsor on this site so i'm sure there will be an appropriot response soon.

    good luck
     
  4. NASAGeek

    NASAGeek Eyelash Blennie

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    Yeah, I picked their product based on recommendation from 3reef, etc.

    Like I said, I am starting optimistic that it will be resolved quickly, but I am disappointed... I wanted to play with my new toy....

    M
     
  5. Telgar

    Telgar Snowflake Eel

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    LOL, Christmas is not until NEXT Week! :p:p::)8);D
     
  6. pecco22

    pecco22 Peppermint Shrimp

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    Well I hope all goes well. I say that because I ordered a unit from them last week and am also waiting for it to come in.
     
  7. Matt Rogers

    Matt Rogers Kingfish Staff Member

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    Ugh. Sorry to hear this ... I sent a note to SpectraPure to address this ASAP. Hopefully sometime in the AM I imagine.
     
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  9. NASAGeek

    NASAGeek Eyelash Blennie

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    Thanks for sending the note to SpectraPure Matt!! I like starting with optimism. Things usually work out.

    I will say that my son and I are having fun setting this all up and learning together. Opening some Christmas presents early has been nice as well. My wife says she is putting a bow around my new lights, new skimmer, new RO/DI, etc since those are the Christmas presents this year. I had hopes of getting my son his first coral by Christmas, but I don't think we are going to make it. Oh well, still having fun. I know, I know... Go Slow, Let it grow.

    Thanks again,
    Mark
     
  10. AZDesertRat

    AZDesertRat Giant Squid

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    Rather than posting in an open forum did you try contacting them first and give them the opportunity to correct it? It seems to me pointing out what may very well have been a shipping problem and placing blame like that is not the way to go about this. I have nothing but praise for Spectrapure and I personally own quite a few of their various products. They stand behind everything they sell.
     
  11. inwall75

    inwall75 Giant Squid

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    I agree with you AZDesertRat that Spectrapure is a great company that stands behind it's products. That's why I moved this out of the general forum and into their forum to make sure that Spectrapure could see it.
     
  12. SpectraPure

    SpectraPure 3reef Sponsor

    Joined:
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    Hello-
    I understand that our Mr. Gibbs is sending you today a replacement fitting today to get you up and running. He also has thrown in spare sediment and carbon filters for your troubles.
    Out of the thousands of systems we ship by UPS every now and then a component arrives broken which is really frustrating for everyone involved. We will make it right, and make sure your system performs as promised.
    One of the many tests we routinely perform to prevent this is our bend test. It is very extreme. We take two housings with the said nipple connecting them and attempt to snap the fitting by twisting the two housings in any direction. Defective fittings will snap or crack. We specially select our fitting from the hundreds availible to withstand this test, as well as pressure and deformation tests. If your fitting was snapped or cracked, you would be doing me a favor by dropping it in the mail to my attention (attn Bruce) so I can adress this with the manufacturer whom we also have in-line q/c to our spec. If it was a leak (thread leak), we have several in line q/c checks that are in place to prevent leakage from out of tolerance fittings and or tape procedures. All of our fittings are mechanically tapped under computer control so I would not expect tape winding to be the issue. Perhaps the tape itself varied in thickness and developed a leak subsequently after time. Teflon can flow in some cases, which we account for in our process. With the fitting in hand I can possibly determine what if anything went wrong on our end. Ultimately, with these kind of issues I always keep in mind the Jim Carrey scene in the movie where he is kicking a customers package along the ground to the tune of the Harlem GlobeTrotters song, as some of our problems appear to be the extreme handling the product might see during shipping.
    What I can do is make sure you get everything you need and provide service as you need it to make sure you are happy with the systems performance and our service model. We really appreciate your business and try to live by the golden rule when it comes to customer service. If at any point you are dissatisfied, just contact me directly and I will step in.
    Bruce
     
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