Big problems in Rio land

Seriously matey please do not fall into the trap of doing your own repair and then they decide on a whim that you failed to do it right and they void the warranty cos you "made things worse by doing an improper repair attempt"

wasmewasntit said:

Seriously matey please do not fall into the trap of doing your own repair and then they decide on a whim that you failed to do it right and they void the warranty cos you "made things worse by doing an improper repair attempt"

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Heads blown tbh i just want it sorting so i can enjoy the tank again.

I am going to speak to them tomorrow again and see how option 3 works before making a decision

AquaBarb said:

Heads blown tbh i just want it sorting so i can enjoy the tank again.

I am going to speak to them tomorrow again and see how option 3 works.

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That is what they will be banking on

They will be hoping that you get so flustered and so stressed out that you blow them off, repair the aquarium yourself (and even with following their instructions, it fails and they still void the warranty leaving you out of pocket and without an aquarium)

Or you stand your ground and demand a replacement on your terms, not theirs, since it is not your fault it has failed, you did not design it badly nor did you build it on a Friday night and allow it through quality control when it was not fit for purpose under the Sales of Goods Act..

Stick to your guns matey...replace it or see them in court...just the mere mention of being sued usually sticks a firework up their behinds and gets things moving in the right direction.

Take no crap off them....you paid alot of money for that aquarium, it has failed, it needs replacing...why the hell should you be the one having to chase around the country to get it replaced. NOT YOUR RESPONSIBILITY!

They sold a duff aquarium, they need to bloody well replace it.

I despise companies that do this to their customers. It really really REALLY gets right up my nose when they try things like this and try to fluster people into giving into them over their own failures that they cannot be bothered to take responsibility for.

Having to deal with this can be incredibly stressful, time consuming and often complex when you don't know where to turn or who to believe, but I really am more than happy to draft letters and court forms for you to use on this @AquaBarb

You should not be going through all of this mess on your own and made to feel helpless and stressed out.

wasmewasntit said:

I despise companies that do this to their customers. It really really REALLY gets right up my nose when they try things like this and try to fluster people into giving into them over their own failures that they cannot be bothered to take responsibility for.

Having to deal with this can be incredibly stressful, time consuming and often complex when you don't know where to turn or who to believe, but I really am more than happy to draft letters and court forms for you to use on this @AquaBarb

You should not be going through all of this mess on your own and made to feel helpless and stressed out.

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Your too kind @wasmewasntit i do appreciate your advise and offer to help.

Ill crack on with the shop tomorrow and try and sort things out. If they pee me off ill set the Wife on them lol she doesnt take no for an answer

AquaBarb said:

Your too kind @wasmewasntit i do appreciate your advise and offer to help.

Ill crack on with the shop tomorrow and try and sort things out. If they pee me off ill set the Wife on them lol she doesnt take no for an answer

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Its not a problem for me matey, only too happy to help get this mess sorted for you so that you can actually relax infront of your aquarium and enjoy it

AquaBarb said:

Your too kind @wasmewasntit i do appreciate your advise and offer to help.

Ill crack on with the shop tomorrow and try and sort things out. If they pee me off ill set the Wife on them lol she doesnt take no for an answer

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Do you have something similar to better business bureau in your neck of the woods where you can report them. There is no excuse for this behavior and it sounds like a flaw in their construction. Having said that I would research similar complaints and if the whole tank eventually fails (from other users experience).

anewbie said:

Do you have something similar to better business bureau in your neck of the woods where you can report them. There is no excuse for this behavior and it sounds like a flaw in their construction. Having said that I would research similar complaints and if the whole tank eventually fails (from other users experience).

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Tbh Juwel havent been very helpful at all and im so disappointed with their customer service. It is shocking.

but the shop have helped and given me some options.

Just need to arrange with them how we can exchange the tanks over. If they are willing to deliver the new tank and take the old one away it will make things so much easier.

I just had a wobble earlier because i just wanted it over with. Not had a great week lol

AquaBarb said:

Tbh Juwel havent been very helpful at all and im so disappointed with their customer service. It is shocking.

but the shop have helped and given me some options.

Just need to arrange with them how we can exchange the tanks over. If they are willing to deliver the new tank and take the old one away it will make things so much easier.

I just had a wobble earlier because i just wanted it over with. Not had a great week lol

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That is great to hear you are getting it all sorted out. But wow Juwel... After all the times ive seen people get the brand on here you would think they would be better than that...

AquaBarb said:

Im absolutely gutted!!!!(more pi@@d off atm if im honest)

Sitting on the sofa this morning with a nice cup of tea enjoying the fact i didnt have to go to work. I looked over at the Rio 450 and noticed the top front trim didnt quite look right so i walked over to take a closer look and found some unwelcome news. The two centre braces/straps look like theyve started to come away from the glass(this tank is only 13mths old)

Im now in limbo for whats best to do...ive contacted the seller and sent pictures over of the issues which they then forwarded to Juwel. I got this responce.
View attachment 158340
Surely with the brace bars coming away from the glass it will stop them being effective in holding the tanks shape??

Do i take their word or take this further? Got 11 mths warranty left

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For what it's worth, it sounds extremely common with Juwel tanks. I have exactly the same thing with my Rio 450, picture attached. It's 14 months old. I emailed them two weeks ago and received the same response:

"The cross braces are not a structural part of the aquarium so please be assured there is no danger of the aquarium breaking."

Mine was something like 7 or 8 years old when it happened to mine so I couldn't claim under warranty. To be honest though it give me the excuse to get a bigger tank

Linkandnavi said:

For what it's worth, it sounds extremely common with Juwel tanks. I have exactly the same thing with my Rio 450, picture attached. It's 14 months old. I emailed them two weeks ago and received the same response:

"The cross braces are not a structural part of the aquarium so please be assured there is no danger of the aquarium breaking."

View attachment 158570

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Oh wow youve had the same spiel off them has me then.

Have you contacted your retailer?

I wonder if we put a thread up on Juwel tanks and asked members to check their brace bars for this fault, how many would have this issue.

I bet most people dont realise they could have this problem

I would start a new thread in Freshwater Equpiment and see how many people respond. We may even get new members joining if they google fault Juwel bracer bars.


I wish I'd kept the photos of mine

Essjay said:

Mine was something like 7 or 8 years old when it happened to mine so I couldn't claim under warranty. To be honest though it give me the excuse to get a bigger tank

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That worked out pretty well for you then lol

Might try that excuse with my wife. "Juwel cant fix the tank so i might aswel order that 8 footer"