Redsea capturing telemetry data to avoid warranty.
Purchased a ReefMat 500 around 5 months ago.
Later lent it to my brother after upgrading to a ReefMat 1200.
Midway through a roll it stopped auto advancing suggesting sensor failed. unit still advances manually via app/buttons, but auto-detection no longer works.
We contacted Red Sea support for a replacement sensor.
After explaining ownership and providing the original invoice from the original purchaser, support refused warranty and ultimately stated:
“it appears that the information submitted may have been provided fraudulently.”
Despite:
- Original purchaser supplying invoice
- Product being ~5 months old
- Ownership never actually transferring, but registered account changed.
- Fault appearing isolated to the sensor itself
Pretty disappointing experience for what should’ve been a straightforward warranty claim on a relatively new device.
Worth keeping in mind if warranty support matters to you when buying or lending equipment.
Will be speaking with the retailer next, just an FYI. Mind blown really