Poor After-Sales Support – Oase No Longer Worth the Investment
Since I was a kid, there’s always been a pond at home, always equipped with Oase products. I now have a pond of my own and have also been a loyal Oase customer for many years. When their products work, it's ok, but it’s becoming obvious that the quality has sharply declined, and the after-sales support is now virtually non-existent.
My father’s Oase pump lasted more than two decades. Mine? I’m now on my third Aquamax Eco Premium 16000 (or equivalent) in under 10 years.
The first one failed after a few years. I was on holiday, and the original Belgian retailer I bought it from had gone bankrupt. It was out of warranty, and no one was willing to even look at it to try to repair it.
Since I was away and needed to keep the pond running, my brother urgently ordered a replacement via Amazon. Unfortunately, that turned out to be a huge mistake. We realise now, It wasn’t sold by Amazon directly, but by a German Oase reseller via Amazon.
That second pump has now failed after less than 3 years, still well within the warranty period (3+2 years = 5 years total).
Since last week, I’ve spent days trying to get support from the German Oase reseller it was purchased from on Amazon, from local resellers here in Belgium to try to get it fixed or claim the warranty, from Oase France that I called (there’s no Oase phone number to call in Belgium), and directly from Oase Germany. No one took responsibility. Just constant ping-pong between parties, with everyone passing the buck.
Eventually, I was told by a very unhelpful customer service / after-sales person at Oase germany that I could send the pump to them in Germany at my own expense, with no explanation of what would happen next, no assurance of a replacement or repair, and no confirmation of warranty coverage.
In the middle of summer, with the heat and the stability of my pond at risk, I had no choice but to buy a third unit, again, the same model, out of desperation.
Customer service has been shockingly poor, unhelpful, and dismissive. Oase simply doesn’t seem to care anymore. They just push the responsibility onto the reseller, who in turn pushes it back onto Oase.
On my end, I simply bought an Oase product that is still under warranty, and all I want is a working product that I paid for and that should still be functioning.
It’s incredibly disappointing to see a once-trusted brand to offer nowadays such low reliable products and service.
For a premium-priced product, this is unacceptable. The reliability is nowadays no better than cheaper alternatives, and you’re left with no support at all when things go wrong.
After replacing three pumps in under 10 years, and experiencing also a Bitron unit failure just after the warranty ended last year, I’ve had enough. No more Oase for me in the future.
I’ll be switching to other brands from now on, and I strongly recommend others do the same. At least with cheaper alternatives, you know it might be less reliable but at least you know what to expect. With Oase, you pay almost 3X much more and still end up nowadays with a failing product and no support whatsoever, so it’s just a waste of your money and energy dealing with unhelpful people.
