BCastle

I'll make this review as factual as possible, and not let my bitter aftertaste influence my words.

I purchased a 400w Theo heater to use in my 100g saltwater storage container. I didn't put any research into it, as this is only for new water, so no possibility of a disaster.

I liked the thermostat with degrees marked on it, as my main complaint with the Stealth heaters in my DT is no reference points on the knobs.

I set the control to 79 degrees, and when I went to do a water change in a few days, I touched the water... holy cow! After a check with a known good thermometer I read the bad news... 92.9 degrees. The first thing I though of was "it's stuck on". Since it has a lighted power indicator, I checked it... off. Bump the control up one degree; on. Down one degree; off.

So, I took the heater out of service and emailed Hydor. Please note that I never asked for a new heater. I never asked to even have mine fixed. The response I got was very defensive, saying that they had no problems with thermostats and the problem was that the heater was too large for that container. I (patiently) responded that it shouldn't matter if it were in a 5 gallon bucket; when the water gets at or above the target temperature the heater should not be on.

The next response was that the heat was coming from the Mag 7 that is in the container for circulation. I left the heater out with the pump running, and the water settled between 76 and 77 degrees.

After that contact, Hydor did not return my emails.

Luckily I didn't nuke my tank; I only got my new water up to bath temperature... no harm done in the big picture.

I wouldn't normally "out" a company or product like this, but when the product is of poor quality and the company denies the issue and/or blames it on the user, then I don't mind spreading the word.

I hope this will be of help to anyone who was considering a Theo, as well as anyone who wondered what kind of CS they could expect from Hydor.
It saddens me, as I love my Koralia 4s... which, ironically, have the reputation of great, "no questions asked" customer service.
Maybe the heater division will learn something from them. All it would have taken to avoid a lost customer would have been a genuine, "We're sorry that happened".

aquarist48

Hello BCastle. I don't blame you a bit. Personally I don't know that I would let it end there with the company but that's just me. I'm glad no fish were harmed. I appreciate the post and I'm sure other members will as well.
Thanks and have a good morning!
Ken