I had issues with a hob 500 filter that was noisy, I informed Allpondsoultions within hours of setting the filter up, I had sent videos of the difference between the new filter compared with a hob 500 on my other tank, a lot of emails, giving advice on how to remedy this but all the advice was for anaquarist was basic. I returned the filter (I had cleaned/dried ) for Allpondsolutions to check, they emailed back stated that is was ok. I decided to have the filter returnrd because thay only offered a 50% refund. I have just received my filter back, they had not bothered to dry the filter before repackaging so the filter packaging was destroyed due to being wet. I hope yhis was not malicious due to me complaining about the filter, i would to think that they would have the decency to hve dried the filter before packaging. My experienece witj them as been the worst customer service. I am normally astute to purchasing items on the internet ie Amazon, checking Ebay sellers feedback, I should have checked the internet where there are numerous complaints about this companies customer service when something goes wrong. I would advise if you are going to purchase anything from Allpondsolutions check the internet feedback. I have atached couple of images of the state of returned pacakaging.