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I know this is an old thread, but it came up when searching for reviews on the product.
Stay away from this heater. I purchased one simply for the fact it claims to operate from 68 to 92 degrees. I needed a new heater and was the only one available at my store. Temperature was 84, and this heater cranked on max actually lowered it to 82. I reached out to deep blue. They told me to 'reset' the heater. This was 2 steps. First bang the heater against my hand, then turn the dial max, min, and set it. Same results. Email #2, I told them it did nothing. They said I need a new one, to take it back where I bought it. New heater, same result. Well this one got to 83.5. So Email #3, I get the same response as Anthony above did, take photos. Photos sent, and customer service disappeared.
Never experienced worst customer service in my life. Went out and got a Marineland unit, temp is now 88 and everything is happy.
Sorry to hear, maybe your LFS can offer you some store credit to get a different brand. I can understand asking about the thermometer thou, if you have another one it is worth a shot to check just to know it is not that.
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