Service Department Vortech Phone Service Quiz
Quiz to test a customer service reps ability to diagnose and work with VorTech pumps over the phone.
- 1.Hello, I just purchased a VorTech propeller pump, (all models) and it's really noisy, Im not sure whether its the inside or outside part of the pump. Which of the following could be potential issues.
- A.
The wetside and dryside of the pump are mis-aligned.
- B.
Something is obstructing movement of the wetside.
- C.
The pump has a defective power supply.
- D.
The bearing on the motor is defective, has been damaged during shipping or was dropped during installation.
- E.
The user is mistaken, and the pump should in fact sound like a jet engine.
- 2.My pump (all EcoSmart driver models) isnt running, the driver is flashing Red and Green. What does it mean and what should I do?
- A.
That means you have a stall code. Check to make sure that there is nothing obstructing the movement of the propeller. Check the pin spacer settings. Remove the wetside and make sure the propeller turns freely. If the wetside is not causing the stall then we may need to replace your dryside. Try removing the dryside and running it seperately - to confirm the issue.
- B.
That is a power supply voltage error. Unplug the power cable, wait 15 seconds for the memory to clear on the driver. Reconnect the driver to the power supply. If the pump does not resume normal operation then we may need to replace the power supply.
- C.
That's an over temperature error. Where is your pump located, doees it have adequate air flow. If so the motor may have a thermister error. We may need to replace your dryside.
- D.
That is a firmware error code. This is happening because you have a newer and older pump trying to communicate. To correct this you will need to flash the old pump with the new pump. Follow the augmented pump instructions available on the downloads section of EcoTech's website.
- 3.How long is the warranty for a VorTech Propellor Pump (all models)?
- A.
One year from manufacture date based on serial number.
- B.
One year from proof of purchase. If there is no proof of purchase then the warranty is void.
- C.
One year from proof of purchase or from manufacturing date based on serial number.
- D.
One year from receipt of the included warranty card.
- 4.Under no circumstances should a customer be given no charge service on a VorTech pump if it is outside of warranty.
- A.
True
- B.
False
- 5.I'm interested in purchasing a battery backup for my tank with a MP40W on it. How long will it last in the event of a power outage?
- A.
12 Hours
- B.
24 Hours
- C.
36 hours
- D.
72 Hours
- 6.My wet side keeps de-coupling inside the aquarium, which of the following could be the cause and I could fix at home?
- A.
The spacing of the dry side in relation to the aquarium glass thickness could be incorrect. Check that you have the pinspacer set correctly.
- B.
This is common issue that is a result of the two part VorTech design. Try gluing the wetside and if necessary the dryside to the aquarium glass.
- C.
Build up of waste or organic matter in the wetside could be causing resistance and decoupling. Try disassembling the wetside and cleaning in a vinegar bath.
- D.
There could be something such as a hermit crab stock in the wetside - check to make sure that nothing is causing sporadic interference with the wetside.
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