JBJ Lighting Customer Service... OMG..

wmo168 · 03/31/2011, 12:30 PM

I bought a 1/15 JBJ chiller from Premium Aquatics back in Nov 15 last year... Nice place nice people got my chiller in a day.

Today, the chiller is no longer working and causes my tank to heat up to 84 as the RKL alert me. It seems like the compressor works but not cooling the water. I call JBJ warranty this morning and they answer the phone, and they advice it is still under warranty but I need to ship back the Unit for repair from Florida to their place in California at my expense. It will cost me over $40 to ship. Anyways I follow their direction to fill out the forums and submit it hoping to get an RMA ASAP. Few hours later My unit is packed and ready to go but no word on RMA from them, then I call and they said it will takes 2-3 days to process the RMA... OMG!! It will takes me 2-3 days to process an RMA, then shipping out will be a week, and it takes them 3-4 days to fix and then another week to ship back. I would be out of a chiller for entire month. All my life stock is at risk now... I don't have any spare nor can I afford a spare at the moment. I will be paying over $40 to have warranty done and out of chiller for a month.

Anyone experience with JBJ warranty and customer service?

Thanks

THE ROOK · 03/31/2011, 02:45 PM

That really doesn't seem out of the ordinary for returns/repairs.

Cool the room for now, cut the lighting back, raise the lighting & add a few computer fans.

NYCBOB · 03/31/2011, 03:04 PM

i have read jbj has very bad customer service. its normal though for customer to pick up shipping to mail defective products back within the warranty period.

solitude127 · 03/31/2011, 03:29 PM

I was looking for a simple screw for my JBJ viper and the wanted $75 for it. YIKES

haikufriday · 03/31/2011, 07:55 PM

it's pretty common for companies to request customers cover shipping for the item for warranty as shipping is not covered as part of the warranty. it's a bummer, but not uncommon...

slief · 04/01/2011, 09:55 PM

Most refrigeration companies have the ability to fix a chiller. There isn't much that can fail as chillers are very basic and as such, I am sure you could find a company locally that could fix it for less than the freight cost alone.

Chances are its the thermal over load protector which is a really simple and cheap fix you could do yourself. I would have it checked out locally and if it turns out to be something like a compressor, then you send it in. If you can get JBJ to help you trouble shoot it, than you could have them ship you the part. From what I remember, you can jump two wires to bypass the switch in an effort to trouble shoot it. If its not that than its likely the thermostat.

Brwestern · 04/01/2011, 10:47 PM

Freeze some water bottles and toss 1 or 2 in hour sump and rotate them in and out in the meantime. Who needs a chiller?! :-)

jmchzn123 · 04/02/2011, 09:18 PM

Quote:

Originally Posted by wmo168

I bought a 1/15 JBJ chiller from Premium Aquatics back in Nov 15 last year... Nice place nice people got my chiller in a day.

Today, the chiller is no longer working and causes my tank to heat up to 84 as the RKL alert me. It seems like the compressor works but not cooling the water. I call JBJ warranty this morning and they answer the phone, and they advice it is still under warranty but I need to ship back the Unit for repair from Florida to their place in California at my expense. It will cost me over $40 to ship. Anyways I follow their direction to fill out the forums and submit it hoping to get an RMA ASAP. Few hours later My unit is packed and ready to go but no word on RMA from them, then I call and they said it will takes 2-3 days to process the RMA... OMG!! It will takes me 2-3 days to process an RMA, then shipping out will be a week, and it takes them 3-4 days to fix and then another week to ship back. I would be out of a chiller for entire month. All my life stock is at risk now... I don't have any spare nor can I afford a spare at the moment. I will be paying over $40 to have warranty done and out of chiller for a month.

Anyone experience with JBJ warranty and customer service?

Thanks

I WILL NEVER EVER USE THEM AGAIN. IF IT SAYS JBJ ANYWHERE I STAY AWAY. 2 YRS AGO I BOUGHT A NANO AND THE FANS AFTER A YEAR GOT SO LOUD ITS NOW MY QT IN THE BASEMENT....3 TRU-TEMP CONTROLLERS LATER I'M DONE. THEY HONOR NOTHING. just saying

03/31/2011, 12:30 PM	#1
wmo168 Registered Member Join Date: Aug 2008 Location: South Florida Posts: 262	JBJ Lighting Customer Service... OMG.. I bought a 1/15 JBJ chiller from Premium Aquatics back in Nov 15 last year... Nice place nice people got my chiller in a day. Today, the chiller is no longer working and causes my tank to heat up to 84 as the RKL alert me. It seems like the compressor works but not cooling the water. I call JBJ warranty this morning and they answer the phone, and they advice it is still under warranty but I need to ship back the Unit for repair from Florida to their place in California at my expense. It will cost me over $40 to ship. Anyways I follow their direction to fill out the forums and submit it hoping to get an RMA ASAP. Few hours later My unit is packed and ready to go but no word on RMA from them, then I call and they said it will takes 2-3 days to process the RMA... OMG!! It will takes me 2-3 days to process an RMA, then shipping out will be a week, and it takes them 3-4 days to fix and then another week to ship back. I would be out of a chiller for entire month. All my life stock is at risk now... I don't have any spare nor can I afford a spare at the moment. I will be paying over $40 to have warranty done and out of chiller for a month. Anyone experience with JBJ warranty and customer service? Thanks

03/31/2011, 03:29 PM	#4
solitude127 Proud user of IO Salt! Join Date: Jun 2006 Location: Torrance, CA Posts: 9,136	I was looking for a simple screw for my JBJ viper and the wanted $75 for it. YIKES __________________ Mike <)))>{ <)))>{ <)))>{ <)))>{ ReefKeeping.com TOTM Nov 2012 Socalireefs Featured Reef Oct 2011 Current Tank Info: 603020, 8x54 ATI Powermodule, ReefBrite XHO, ATB Elegance 200, Aquamaxx CTech CaRx, Ecotech Vortechs, Apex Controls, WM Ecobak powered. RedSea Reefer 170, MP10, Apex Jr, Ecotech Radion XR15, Aquamaxx WS-1

04/01/2011, 09:55 PM	#6
slief RC Sponsor Join Date: Sep 2009 Posts: 14,173	Most refrigeration companies have the ability to fix a chiller. There isn't much that can fail as chillers are very basic and as such, I am sure you could find a company locally that could fix it for less than the freight cost alone. Chances are its the thermal over load protector which is a really simple and cheap fix you could do yourself. I would have it checked out locally and if it turns out to be something like a compressor, then you send it in. If you can get JBJ to help you trouble shoot it, than you could have them ship you the part. From what I remember, you can jump two wires to bypass the switch in an effort to trouble shoot it. If its not that than its likely the thermostat. __________________ Director Customer Support Royal Exclusiv USA For All Royal Exclusiv & Bubble King questions please refer to our Sponsor forum: http://www.reefcentral.com/forums/fo...play.php?f=745 Current Tank Info: 480G display mixed reef, 90G sump, 90G refugium, 60G display refugium. Check out my build thread: http://www.reefcentral.com/forums/showthread.php?t=1783476

04/01/2011, 10:47 PM	#7
Brwestern Registered Member Join Date: Jan 2011 Location: Celebration, Fl Posts: 600	Freeze some water bottles and toss 1 or 2 in hour sump and rotate them in and out in the meantime. Who needs a chiller?! :-) __________________ 112g rimless 45x24\| pacific sun metis led \| SRO 2000int skimmer \| 2x mp40 \| 2 brs media reactors, gfo + carbon \| eheim 1262 \| Reef Keeper lite w/ NET

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03/31/2011, 02:45 PM	#2
THE ROOK Registered Member Join Date: Jun 2008 Location: Springfield, MA Posts: 2,100	That really doesn't seem out of the ordinary for returns/repairs. Cool the room for now, cut the lighting back, raise the lighting & add a few computer fans.

03/31/2011, 03:04 PM	#3
NYCBOB Registered Member Join Date: Mar 2010 Location: NYC Posts: 1,768	i have read jbj has very bad customer service. its normal though for customer to pick up shipping to mail defective products back within the warranty period.

03/31/2011, 07:55 PM	#5
haikufriday Registered Member Join Date: Oct 2010 Location: La Mirada, CA Posts: 73	it's pretty common for companies to request customers cover shipping for the item for warranty as shipping is not covered as part of the warranty. it's a bummer, but not uncommon...