Big problems in Rio land

[Linkandnavi]

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

Have you contacted your retailer?

No, I didn't/haven't. I have an 8 month old, my wife isn't massively well and I just haven't had the time or the energy to have that kind of argument at the moment. I did a bit of Googling and there were others with precisely the same issue and their tanks hadn't busted so I've just had to accept the risk

 

[Wills]

Wow just catching up on this seems a bit of an iffy one.

One thing I noticed with who is responsible - basically in the UK if something is faulty (in or out of warranty) in a reasonable time period it starts with the retailer who can them claim from the manufacturer to the point where the manufacturer could claim off the material supplier, in this case the silicone etc. The point is its meant to be as easy as possible for the consumer without having the back and forth you have going on here. You shouldn't need to contact Juwel direct the retailer should basically accept there is a fault with the tank and it needs replacing, it is slightly more complicated in this case because you have the welfare of the fish to consider.

Have you dropped the bomb of talking about trading standards? That usually gets things moving - check out Martin Lewis's guides on how to return things too. You are 100% in the right on all of this so just stick to it

If you still wanted to go down the route of a new tank, I had an ND aquatics tank for just under 10 years and when I sold it, it was still as solid as day 1. The other manufacturers to check out are aquariums 4 life and Wharf Aquatics. Give them all a ring though as they are all pretty old school and dont really reply on emails - I think they are all also pretty busy so if emails are not top priority for them they will slip to the bottom of the list. Also all worth a ring to see if they have anything in stock - eg when I got my tank from ND they had a few different sizes they just make for stock and then when the order comes in just make the stand which can make a little cheaper - only issue is they are usually 18 inches front to back which isnt great for bigger fish.

Wills

 

[AquaBarb]

No, I didn't/haven't. I have an 8 month old, my wife isn't massively well and I just haven't had the time or the energy to have that kind of argument at the moment. I did a bit of Googling and there were others with precisely the same issue and their tanks hadn't busted so I've just had to accept the risk

Sorry to hear this i hope your wife feels better soon.

The last thing you need is the hassel of your tank.

 

[AquaBarb]

Wow just catching up on this seems a bit of an iffy one.

One thing I noticed with who is responsible - basically in the UK if something is faulty (in or out of warranty) in a reasonable time period it starts with the retailer who can them claim from the manufacturer to the point where the manufacturer could claim off the material supplier, in this case the silicone etc. The point is its meant to be as easy as possible for the consumer without having the back and forth you have going on here. You shouldn't need to contact Juwel direct the retailer should basically accept there is a fault with the tank and it needs replacing, it is slightly more complicated in this case because you have the welfare of the fish to consider.

Have you dropped the bomb of talking about trading standards? That usually gets things moving - check out Martin Lewis's guides on how to return things too. You are 100% in the right on all of this so just stick to it

If you still wanted to go down the route of a new tank, I had an ND aquatics tank for just under 10 years and when I sold it, it was still as solid as day 1. The other manufacturers to check out are aquariums 4 life and Wharf Aquatics. Give them all a ring though as they are all pretty old school and dont really reply on emails - I think they are all also pretty busy so if emails are not top priority for them they will slip to the bottom of the list. Also all worth a ring to see if they have anything in stock - eg when I got my tank from ND they had a few different sizes they just make for stock and then when the order comes in just make the stand which can make a little cheaper - only issue is they are usually 18 inches front to back which isnt great for bigger fish.

Wills

Not mentioned trading standards yet Wills, im hoping i havent got to because the shop staff have been helpful so far (just Juwel being A-holes)

Just need the shop to agree to collect my tank when they deliver the replacement. They emailed me friday saying i could have a replacement but they worded it like i would have to take my tank to them first. I dont feel like i should have to and its their issue to sort.

I think if my car hadnt decided to want a new gearbox transmission friday i would of ordered a custom 6x2x2 or 8x2x2 and just sold the juwel once replaced.

I went to wharf a couple of weeks ago and saw a cracking180 gallon

 

[Wills]

Not mentioned trading standards yet Wills, im hoping i havent got to because the shop staff have been helpful so far (just Juwel being A-holes)

Just need the shop to agree to collect my tank when they deliver the replacement. They emailed me friday saying i could have a replacement but they worded it like i would have to take my tank to them first. I dont feel like i should have to and its their issue to sort.

I think if my car hadnt decided to want a new gearbox transmission friday i would of ordered a custom 6x2x2 or 8x2x2 and just sold the juwel once replaced.

I went to wharf a couple of weeks ago and saw a cracking180 gallon

Fair enough Hope it gets sorted.

If you do go bigger will be interesting to see, I'm on the fence about a bigger tank for me. I'd have to shut down my 2 foot tank as dont have time for 2 tanks and I'm quite attached to my puffers...

 

[AquaBarb]

Fair enough Hope it gets sorted.

If you do go bigger will be interesting to see, I'm on the fence about a bigger tank for me. I'd have to shut down my 2 foot tank as dont have time for 2 tanks and I'm quite attached to my puffers...

Wills its your dream tank and in your gasp i say jump off the fence and go for it lol.
Im sure your puffer tank doesnt take up that much time maintance wise so 2 tanks would be fine

 

[itiwhetu]

I am fascinated by this, so I went and googled a little. It looks like Juwel sells replacement brace bars which implies they expect them to fail at some point.

 

[Deleted member 149562]

So with the new information coming out, I am just going to put this little snippet out here.....

UK regulations on foreign companies who operate, manufacture or supply goods in the UK MUST by UK law have an UK based headquarters to deal with retailer and customer issues including UK legal warranties under the Sales of Goods Act and Consumer Rights Act 2015

Juwel would have you believe that their UK office was closed down in 2010 and all adminitrative and manufacturing issues handled in the German base.

Wrong.

They have an address in the UK that has been operative under UK consumer law since 1999. They even have a managing director there too.

Mr Kevin Allen
Juwel Aquariums
12-20 Penfold Avenue
Wymondham
Norfolk
NR18 0WZ

Company registration number : 03804239

All information is freely available if you know where to look...which sadly many customers don't.

Juwel Aquarium - Wymondham NR18 0WZ (Norfolk), 12-20 Penfold Drive , R

Aquarium manufrs

gb.kompass.com

 

[Linkandnavi]

I am fascinated by this, so I went and googled a little. It looks like Juwel sells replacement brace bars which implies they expect them to fail at some point.

I had seen this previously when researching my own issue. The official link is here.

Interestingly they say the braces are for their "older model" aquariums and they list suitability up to the Rio 400, which is the older model that the 450 replaced.

So I'm not saying that their current statements about it not being a structural part of the tank are correct. But they do seem to be taking a consistent position to it.

 

[Deleted member 149562]

I had seen this previously when researching my own issue. The official link is here.

Interestingly they say the braces are for their "older model" aquariums and they list suitability up to the Rio 400, which is the older model that the 450 replaced.

So I'm not saying that their current statements about it not being a structural part of the tank are correct. But they do seem to be taking a consistent position to it.

That sounds suspiciously like the old chestnut of "Great deals on new aquariums" with the caveat that they are "old" models sold at perceived discounted prices but we won't actually tell the customer that the design is old and faulty, they'll just jump at the chance of buying a sleek, new, large aquarium at a perceived discounted price compared to the brand new and design changed new renamed/rebadged/redesigned version in a prettier box.

The shenanigans that a company is prepared to play to sell off old and/or faulty stock will never cease to amaze me.

I have come across companies selling a 3+ year old model item in the absolute latest box to make it appear brand new. Also seen customer returns reboxed in brand new version boxes and sold as brand new.

Buyer beware.....the lies and deceit that companies use to get rid of returned and/or old stock is frankly mindboggling.
Insofar as aquariums are concerned, a good going over with the silicone and some bleach cleaning and any old aquarium can look like it is fresh off the production line, plop it into the latest box design et voila...a brand new aquarium in the newest design box sold at the same or just under the actual new price or on a "special sale reduction price"

 

[AquaBarb]

Hi guys and girls

Just wanted to update you all on the situation

The retailer have been fantastic and got in touch with Juwel to start making me a new tank and they will deliver it to me when its done

And on top of that i wont have to get my tank to them, they have told me to do what i want with it

happy days

Thank you all so much for you help and advise. Its very much appreciated

 

[Essjay]

That is good news

 

[Rocky998]

Hi guys and girls

Just wanted to update you all on the situation

The retailer have been fantastic and got in touch with Juwel to start making me a new tank and they will deliver it to me when its done

And on top of that i wont have to get my tank to them, they have told me to do what i want with it

happy days

Thank you all so much for you help and advise. Its very much appreciated

Amazing! I wonder if you could try repairing it then after they ship you the new one? Then you would have TWO awesome aquariums!

 

[Deleted member 149562]

Excellent result.

 

[betta4ever!]

Wow, that's great!!

Amazing! I wonder if you could try repairing it then after they ship you the new one? Then you would have TWO awesome aquariums!

That's what I just thought!!!