These are my correspondence with Hagen
Email 1-
Good Day, I am a loyal customer and owner of 5 fluval Fx5canister filter units. I am happy with these of these filters, although I have encountered a problem. I am having issues with many of the orange plastic dowells attached to each of the lid locking clamps. Over the course of time these plastic pieces have become brittle and many have broken off of the clamps causing a decreased seal whaen lid is clamped shut resulting in leaks. I have been unable to locate these orange plastic pieces to replace, only the entire clamp wich I do not need and are costly to replace. I am reaching out for a solution. I would like to buy or be sent these small inexpensive plastics. Please help me with this issue and retain a loyal lifelong customer. Thank you.
Manny Nunez (Hagen Customer Service Rep) 5/14/2012 Dear Jeremy, Thank you for reaching out to us How many of item A20214 do you need? They are the Lock clamps? I can provided you with a website that hopefully will save you some money. Www.petsolution.com Thank you, Manny Nunez Customer Service Dept. Rolf C. Hagen (USA) Corp. jdolin382@yahoo.com 5/14/2012
Sent from my HTC VLE_U using MonsterAquariaNetwork App
Email 2 - resistance
jdolin382@yahoo.com 5/15/2012 Good Day Manny, The parts I need are related to the lock clamp A20214, I only need the plastic piece circled in the attached picture. I have 5 filters (8 lock clamps on each) and the clamps are still good but the plastic pieces have worn and broken over time. I need 10 but would like 15 to have some as a backup. Checked the suggested website, to purchase the entire lock clamp would be $8.80, for 10 this would be quite an expense for these already pricey filters. I assume the plastic alone would be relatively inexpensive but cannot locate them. I am a member of a reputable aquarium forum and it seems this is a common design flaw issue. Can Hagen help me. Thanks
Manny Nunez (Hagen Customer Service Rep) 5/15/2012 Dear Jeremy, Here is the situation our price here is $ 11.49 each. I understand you are a loyal costumer, but there is nothing I cant do for you sir. There for I think you be better of buying somewhere else. Best of luck sir. Manny, Customer Service
Email 3- done deal
So it is not possible to get the small plastic piece without the entire clamp? If not Hagan will have lost a loyal customer, as the replacement cost for the entire clamp x10 will be an unexeptable maintenance fee post purchase of 5 $400 filters. What I am asking does not seem unreasonable only the plastic anchor piece not the entire uneeded lock clamp. I emplore Hagen to assist with the replacement so that I can prevent further water leak damage related issues. If you cannot help me I would like to speak with a manager or supervisor please, again I do not need nor want the entire lock clamp only the small orange piece that is a small component of the lock clamp.
Manny Nunez (Hagen Customer Service Rep) 5/16/2012 Dear Jeremy, Please provide us with your shipping home address and a day phone number. We are going to send you 10 Lid Fasteners Item A20214 for free one time only. Good luck. Thank you, Manny Nunez Customer Service Dept. Rolf C. Hagen (USA) Corp.
Yeaa 10 whole locking clamps, rofl.... I bought them all used with no warranty or receipt.
