What’s up with Eheim?

Hi all... anyone know the reason that Eheim has reduced the guarantee period from 3 years to 12 months in Mzanzi?

I bought a 100w heater for over R1k a few weeks ago from a shop here in EL and they stamped their guarantee onto the box for 1 year, where the box states a 3 year guarantee. I questioned this a couple of days later and was told I could come in and get a new box with a sticker pasted over the 3 year guarantee on said box. Dunno hey, but I find that a bit queer? I have mailed Eheim, but with no response.

Anyone else have issues like this with Eheim? The heater has now proved to be faulty in that, set at 25C, with calibration compensation at -2C, it still doesn’t shut off even at the 30C I need it at. Are they dumping sketchy products here?

 

It is the shop that is enforcing the guarantee their heaters have a 36-month warranty.

https://eheim.com/en_GB/support/

 

I haven’t heard of any exclusions to this policy either. Will continue to mail Eheim to get a satisfactory resolution.

 

If the hardware manufacturer has a 36-month guarantee then the shop needs to honor that as well if I am not mistaken. Also 1k for a 100W I paid just over R 900 for my Eheim 300 watt. Might I suggest shopping somewhere else lol.

 

The manager of a branch of Petworld told me a few weeks ago that Eheim has pulled out of the country, and therefore is not honouring guarantees anymore. The stores themselves can't get even spares or replacements (to try and fulfill the guarantee themselves), because they're not being brought here.
I can't confirm whether this is 100% truth, and I'm not sure of the legality around this claim, but this is what I was told.

 

I doubt that is the truth, though Eheim parts have always been impossible to source locally. But that's always been like that. Hence I stay away from their filters. With a heater, if it breaks it breaks. Not much you can fix with parts there.

 

Try their Facebook page

The distributor was the retailer attached to camcon, is it Dory Pets? You could order the parts but they didn't ship with any urgency. Then again Eheim lasts much longer than any other brands I've ever owned and I've never bought a spare part other than an impeller i ordered online and picked up in Europe on a trip in 2018

 

Ja, will definitely shop around more diligently from now on. Saw a 300w Eheim heater going for R1980 at the only other pet shop in EL that supplies aquarium hardware, so definitely won’t be purchasing any Eheim products if their prices are this high with unknown backup service.