Aqua Ultraviolet

Initial Business Response /* (1000, 5, 2015/10/05) */
Revdex.com Case#XXXXXXXX regarding 8-watt Classic 2" Black UV Unit. This is not covered under warranty because it is damaged from water. 8/28/2015 Oscar Trejo, the installer, called asking for help, saying his wire was burned. After asking him to do...

some initial troubleshooting, on 9/1/2015 Oscar called back and said he checked to make sure there was no water leaking to the electrical portion of the unit, we sent him an RMA to return the lamp and transformer to evaluate to see if the product was covered under warranty. Oscar said he was the person who installed the UV Unit.
We received the goods and found:
The lamp has been submerged in dirty water and it is not working. Part of the transformer, the electrical connection, is melted onto the lamp. The lamp should not have any water or dirt on it under normal operation. The lamp is normally housed inside a sleeve made of quartz which keeps the lamp dry and free from debris. There is also water corrosion on the lamp, white residue, along with the mud that is dried onto it. Photos below:
The transformer cord is severed and there is green corrosion along the cord; damaged from water. If you examine the pictures you will see some of the water corrosion. The other picture shows a comparison of how the transformer should look, next to the damaged one.
We are including the warranty section from our instruction manual. This product is not defective but is damaged from misuse which caused water damage.
Included are two pictures of a lamp that is not damaged, for your comparison.
In an effort to assist the customer, we advised the installer that either the quartz sleeve was broken, not set right in the housing any longer or that perhaps a cap that screws on to prevent external water from getting inside the quartz sleeve had been loosened at some time. We asked the installer to check so that we could be sure to get any replacement parts to him so the unit could be repaired. We offered parts at a discount. As a courtesy, we also suggested that the installer check the GFCI outlet. The circuit should trip if the current is interrupted by water or anything that causes the current to be unequal in and out through the outlet. (Please note, part of the installation instructions cover running the unit with water before installing the lamp and transformer to make sure that after shipping and installation the UV Unit is still in water tight condition.) We are including a copy of the instruction manual; please refer to 'pages 13,14,15,16."
Here is the email I sent after speaking with the installer:
'The items you sent back are not covered under warranty due to the type of damage. We can however discount parts to you as a repair, as we discussed.
Please check the GFCI, the power did not turn off when water got to the components and shorted them out.
We recommend you replace the quartz sleeve, along with the lamp and transformer. Also, check to make sure no other parts are damaged. The price I quoted you is less than the price of just the transformer but is for all 3 parts.'
If we were to send a new lamp and transformer to the customer or the installer, this damage would happen again unless the water leak is corrected. Any parts sent out now would result in a temporary patch unless the party is able to resolve the cause of the damage. I did also advise the installer verbally that he could send the complete unit back so that we could test it to make sure it is in good repair, he declined.