Dec 06, 2017
Gilbert
wrote
I just received a new advanced controller/xf230 and hooked my older xf-130 to the newer controller. My problem is that only 1 pump comes on even though I've selected both A/B to run in anti-sync mode. When I initially start the controller it shows both a/b ramping opposite each other at the desired % for roughly 5 seconds then one of the pumps goes to 0% on the display and then goes to "OFF" and stays that way. I made sure both pumps actually work by swapping their connection points but I cannot get them to work together, please note that even though in the first 5 seconds the display shows both pumps ramping there is Actually only 1 pump on at that time despite what the display says. This is a brand new unit what is going on?
Reply
9 Answers
Dec 06, 2017
Carlos
agent
wrote
I am sorry for the inconvenience. Sounds like the motor block may be bad. Can you please start a private ticket and be sure to include serial number and proof of purchase? Once of the reps will be able to help you get the issue fixed!
Dec 06, 2017
Gilbert
wrote
Are you noting that I expressed the fact that BOTH pumps work "Individually" just not Together? Am I not correct when assuming if it's a motor issue the pump wouldn't work Period? and unfortunately I'm not at home with the unit to obtain the serial # nor do I have the receipt on hand to create a ticket at the moment.
Dec 06, 2017
Carlos
agent
wrote
Thank you. Then the issue is the controller. You will still need to submit a private ticket (this is the public part of our site and what you post here is public) and one of our reps will be able to help you and get the replacement part you need sent to you ASAP.
Dec 06, 2017
Gilbert
wrote
Yeah I'm aware that this is the "Public" forum, unfortunately unlike more reputable companies that back their products 100% Maxspect nor coralvue give their customers the option to actually speak to someone in person via telephone. So without serial #'s/ proof of purchase etc, on hand i'm basically helpless to initiate anything to solve this issue at the moment. Not a good look on Maxspects part to charge $300 for an item only to show up faulty straight out of the box. Now I've got to wait to obtain the items to even start a ticket along with shipping times for a working unit...
Dec 06, 2017
Carlos
agent
wrote
I am sorry about that. Unfortunately we cannot get proof of purchase via the phone. You would still need to send that electronically. You can submit a ticket with the information needed (which the phone reps would ask you right away anyway) and then request a callback. The rep would set up a time when you are available and they would call you to trouble shoot the issue. In this case, it sounds like the issue is the controller so all we would need to do is send the replacement and that would fix the problem.
This time of the year we are short staffed so it is hard for our reps to pickup every single call that comes through. That's why we also provide our support portal and our email address so customers can contact us when they are unable to get though via our phones.
At the end of the day, we could have a phone center overseas to answer every call that comes through but that would not solve anything. It would just make things worse.
Sorry for the inconvenience and thank you for your understanding.
This time of the year we are short staffed so it is hard for our reps to pickup every single call that comes through. That's why we also provide our support portal and our email address so customers can contact us when they are unable to get though via our phones.
At the end of the day, we could have a phone center overseas to answer every call that comes through but that would not solve anything. It would just make things worse.
Sorry for the inconvenience and thank you for your understanding.
Dec 06, 2017
Gilbert
wrote
I've not once come across an actual phone number to even attempt to call about the matter, I get it I can't do anything without the requested materials..nevertheless I'm disappointed at the lack of quality control and attention to detail portrayed by Maxspect. I don't think it to be out of the realm of expectations for a $300 piece of equipment in a hobby where stability is paramount to work as advertised fresh out of the box. Ecotech Marine has customer support #'s clearly posted on their website and I've personally used them and can tell you it is not a worthless effort to employ.
Dec 06, 2017
Carlos
agent
wrote
I am sorry for the trouble you are having. Our phone number is listed at the bottom of every single page on our website... http://www.coralvue.com
The phone number is 985-781-9078. We are not trying to hide it or make it hard for people to find it. We placed the number where most people will look for it. In order to process any type of warranty, we do need a serial number and proof of purchase. I do not think that is unreasonable and it is something that most companies will ask you for regardless of the industry. If you take your car to the dealer, the first thing they will do is read the odometer and confirm the VIN number. It is to make sure that the product was in fact under warranty. It DOES NOT mean that they wont cover the warranty... they are simply making sure that the product is under warranty.
While Maxspect tries it's best to ensure that every product coming out of the factory is free defect, it cannot be done. Any company that tells you that their quality control department is perfect is lying to you. Even EcoTech Marine has it's share of issues with their products (do a search online). We provide our customers with an easy to find phone number at the bottom of every page on our site. If you call and you cannot get a hold of us, we also refer you to our support portal and provide you with an email address to email support directly (support@coralvue.com). Heck, good luck trying to call or email amazon directly.
I was already able to diagnose the issue here and I suggested that you start a private ticket so we can get proof of purchase, serial number and your shipping address. Once we have that information we will send out a replacement controller which should fix the problem. So am not sure why the disappointment. You have an issue, you came and let us know about it, we diagnosed the problem and will be sending you replacement parts as soon as you provide us with some basic information.
The phone number is 985-781-9078. We are not trying to hide it or make it hard for people to find it. We placed the number where most people will look for it. In order to process any type of warranty, we do need a serial number and proof of purchase. I do not think that is unreasonable and it is something that most companies will ask you for regardless of the industry. If you take your car to the dealer, the first thing they will do is read the odometer and confirm the VIN number. It is to make sure that the product was in fact under warranty. It DOES NOT mean that they wont cover the warranty... they are simply making sure that the product is under warranty.
While Maxspect tries it's best to ensure that every product coming out of the factory is free defect, it cannot be done. Any company that tells you that their quality control department is perfect is lying to you. Even EcoTech Marine has it's share of issues with their products (do a search online). We provide our customers with an easy to find phone number at the bottom of every page on our site. If you call and you cannot get a hold of us, we also refer you to our support portal and provide you with an email address to email support directly (support@coralvue.com). Heck, good luck trying to call or email amazon directly.
I was already able to diagnose the issue here and I suggested that you start a private ticket so we can get proof of purchase, serial number and your shipping address. Once we have that information we will send out a replacement controller which should fix the problem. So am not sure why the disappointment. You have an issue, you came and let us know about it, we diagnosed the problem and will be sending you replacement parts as soon as you provide us with some basic information.
Dec 06, 2017
Gilbert
wrote
I apologize as I did not see the number listed on the bottom of your main website page as my search on google was entered as "Coralvue Support" which led me to your support page which doesn't have your # on it. I will do the ticket tonight as directed. I did not buy the pump online, I purchased it through a LFS..do I still handle the replacement through coralvue or do I need to go through Maxspect directly?
Dec 06, 2017
Carlos
agent
wrote
We will take care of the replacement part. Just submit the ticket and we will send out the replacement part tomorrow. If you go to your LFS, they will just refer you back to us.