EA EVO 75 Review and Review of EA Customer Service.

[dave_vr6]

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You remember the EVO75 when I asked if anyone had any issues regarding flow rates. I think someone said "Don't create a problem".

So when I bought the item, I was building it prior to install and I found various bits of drill swarf and foreign elements within the unit. Not to worry I emptied the unit as best I could and carried on. Built it up as I did with my 110 many moons ago.

Installed it on the pond and a week later the holding pond had cleared. I inspected the end caps at night to make sure the bulb was working. Three weeks after the install I noticed it was't. Upon opening the I found a smashed quartz sleeve and failed bulb, 3 weeks in????? £35 for a new sleeve and £25 for a new bulb. I paid £160 for the unit, I could of bought a better second hand one for half that.

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The background of the situation is I have a Nexus 310, an EazyPod and a 110 UV. I have never doubted the build quality of EA before so I didn't bother to check any reviews or look into their "updated" range.

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Based on what I found I wish I had. Given the fact I was 3 weeks in I thought I would email customer services thinking surely customer satisfaction is important to them. One week later 3 emails in and still no response.

I am thinking that by reduction the flow its putting more pressure on seals and tubes. So be careful if you have to ask EA for help forget it. I even sent warranty docs and serial reference. The pump I had on the unit was 12000lph and they are built for 25,000.

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Anyway just sharing the experience.

[dave_vr6]

Just a quick update, didn't get any response to emails! Taking to this forum actually got my a "Blank" email that was just a signature from a customer services rep. In the end I got so annoyed waiting I bought a new sleeve and bulb for £70. Fitted them and the unit still didn't work!

So I responded to the blank email stating such and they got back to me. Stating just send it back to the reputable dealer you bought it from. I said they have a 30 day return policy for online products which is up. You advertise 2 years manufacturers warranty or is that just a lie?

To which he replied no but you must return it to them. Luckily Bio Aquatics where very helpful and took the unit back offering me a full refund. Instead I opted for a replacement. When it arrived it was packaged differently inside, the the fittings where in sealed bags etc.

That has been running on my 4K gallon holding tank for a week with no dramas so far.

What I would suggest to anyone buying one of these as the bulb can be replaced while in operation, fit the quartz sleeve first. Then fit the unit to the pond and run the pump. Check for leaks, if all is good fit the bulb.

Thanks

[JohnKitching]

I'm not saying it's right but I think EA take the view end users should get support from the retailer not direct.


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[dave_vr6]

I'm not saying it's right but I think EA take the view end users should get support from the retailer not direct.


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The retailer doesn't offer the 2 year manufacturer guarantee, that's the manufacturer in this case EA. The fact I emailed their customer support multiple times without so much as a response speaks leaps and bounds to me about their interest in customer service.

Either way I will work to clear out all of their products and filters from my property over the next few years and wouldn't buy anything of theirs again.

Once bitten twice shy and all that.

[JohnKitching]

I had a Nexus a few years ago and had similar problems.
Once I went through the retailer it was a lot easier.
I was more interested in getting the problem solved than being right [emoji6]


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[dave_vr6]

I had a Nexus a few years ago and had similar problems.
Once I went through the retailer it was a lot easier.
I was more interested in getting the problem solved than being right [emoji6]


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I sorted the problem myself as I just purchased another while waiting on this one to go back! As original post states its a review on EA customer service not problem solving ;)

[JohnKitching]

Just trying to help. Sorry.


In theory, theory and practice are the same.
In practice, they aren't.

[dave_vr6]

Just trying to help. Sorry.


In theory, theory and practice are the same.
In practice, they aren't.

Whats the apology for? I didn't notice anything that required an apology.

I see what you're saying if its a nexus your pond requires it so speed of problem solving is priority. When its a UV that is for aesthetics rather than health its not required for an instant fix. At the very least they could of responded to my emails. I have never had to raise a complaint to a company before as I deal with it day in day out in my own company!

If people are getting treated like that by reputable names its no wonder they get easily annoyed.