Service Department Vortech Phone Service Quiz
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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.
Correct Answer(s)
A. The wetside and dryside of the pump are mis-aligned.
D. The bearing on the motor is defective, has been damaged during shipping or was dropped during installation.Explanation
In most cases a new pump is simply misalighed and the customer should try re-aligning the wet and dry side.
Additionally all pump models are louder when they are first powered on than after they have "broken in" which typically takes 1-2 weeks. It is important to get a comparitive noise level - if it sounds like a slightly louder hum or vibration than expected this may be the case - if it is louder than that - have them check the alignement and then consider the possibility of a damaged bearing.
Additional questions to ask:
Does the box show damage?
Was the pump dropped?
Can you see any visible damage?Rate this question:
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- 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.
Correct Answer
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.Explanation
The correct answer explains that the flashing red and green lights on the driver indicate a stall code. It suggests checking for any obstructions that may be preventing the movement of the propeller, adjusting the pin spacer settings, and ensuring that the propeller turns freely. If the issue persists, it recommends removing the dryside and running it separately to confirm the problem, potentially leading to the need for a replacement.Rate this question:
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- 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.
Correct Answer
C. One year from proof of purchase or from manufacturing date based on serial number.Explanation
The correct answer states that the warranty for a VorTech Propellor Pump (all models) is one year from either the proof of purchase or the manufacturing date based on the serial number. This means that if the purchaser has a proof of purchase, the warranty will be valid for one year from that date. However, if there is no proof of purchase, the warranty will still be valid for one year from the manufacturing date indicated by the serial number.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
From time to time it may be appropriate to provide warranty service at no charge for a known failure on a product that is not too far (within a month or two) outside of warranty - or if a specific directive to unofficially extend support for a particular failure has been circulated as a directive to the service deRate this question:
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- 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
Correct Answer
C. 36 hoursExplanation
The correct answer is 36 hours. This means that the battery backup for the tank with a MP40W will last for 36 hours in the event of a power outage.Rate this question:
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- 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.
Correct Answer(s)
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.
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.Explanation
The correct answer is a combination of three options:
1) The spacing of the dry side in relation to the aquarium glass thickness could be incorrect. This can be fixed by checking and adjusting the pinspacer.
2) Build up of waste or organic matter in the wetside could be causing resistance and decoupling. This can be resolved by disassembling the wetside and cleaning it in a vinegar bath.
3) There could be something such as a hermit crab stuck in the wetside, causing sporadic interference. It is important to check for any obstructions and remove them if necessary.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 11, 2024Quiz Edited by
ProProfs Editorial Team -
Feb 21, 2013Quiz Created by
Ecotech
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