Expensive Thermaltronics Soldering Station - Error 12 now stuck with no support - Page 1
Forum section: electronics / general

author: solidpro99
author_rank: Newbie
timestamp: December 07, 2024, 11:02:50 am
content: Hi EveryoneI've got a Thermaltronics TMT-9000PS which I *think* I bought from RS. Suddenly I got a red light and error (12) but I can't seem to get past this.I can't find my original reciept with RS so I don't feel I can go there. I emailed Thermaltronics but so far no response.I can't find any reference material online as to what an Error 12 is. It's been off for 24 hours and hasn't reset itself. I replaced the cable to the iron and the tip and it hasn't changed anything.I've basically got a £500 paperweight which I don't know what to do about.... Does anyone have any suggestions or ideas?Thanks

author: jpanhalt
author_rank: Super Contributor
timestamp: December 07, 2024, 12:46:26 pm
content: How long ago did you buy it?

author: Fraser
author_rank: Super Contributor
timestamp: December 07, 2024, 01:25:11 pm
content: You should contact RS, even without a receipt. RS will have your purchase on file against your account and you should use their customer services to gain a resolution to your issue. Direct contact with a manufacturer is sometimes a good idea but on occasions like this, you are better off going through the official agent for the product. RS is generally a decent company and should try to assist you, even if only pursuing an “out of warranty” repair for you by the manufacturer. Your base unit has a 4 year warranty, which is generous ! This suggests a manufacturer who is reputable and has belief in their products quality.Do not expect either RS or the manufacturer to engage in any form of fault diagnosis process beyond interpreting the fault code and it’s likely requirement for a “return to manufacturer” repair.Fraser

author: loki42
author_rank: Frequent Contributor
timestamp: December 09, 2024, 09:14:48 pm
content: Is the cable and tip seated correctly? Is got a metcal mx500 so similar ish iron and I get an angry light if the tip isn't seated right.

author: solidpro99
author_rank: Newbie
timestamp: December 16, 2024, 10:07:25 am
content: So far RS have delayed, repeated questions they have answers to and, on last contact, said it was over 12 months old (I bought it 18 months ago) and there is nothing they can do.I responded quoting UK consumer law (and I did buy this with my personal credit card, as an individual, not as a business) that it has to be of reasonable quality, fit for purpose and last a reasonable amount of time. I don't consider a £500 soldering station lasting 18 months a reasonable amount of time and therefore would also be unfit for purpose.The very least they could have done so far is tell me what Error 12 means. I mean, this is a paperweight and it could be something simple (although i've replaced everything else to guess my way past the error).Awaiting their next reply.

author: Fraser
author_rank: Super Contributor
timestamp: December 16, 2024, 10:58:24 am
content: A disappointing responseI would not let them off the hook as it is less than 2 years old. I am surprised that they are quoting 12 months as the Thermaltronics user manual clearly states that the base unit has a 4 year warranty. RS are the manufacturers agent so should act on your behalf and contact the manufacturer for warranty support. Maybe the Customer Support responding to your requests for help are “first line” and the case needs to be escalated ? May be worth asking for a case escalation to a manager or complaints department.

author: Psi
author_rank: Super Contributor
timestamp: December 16, 2024, 11:27:31 am
content: Sounds like the RS in your area is just a bit shit.I've always had good response form them when I had issues.Confirm you are talking/emailing the correct person, ie, not just a general questions email address.Normally you would login, find your order and click the return button on the item and fill out the form to open a support ticket.

author: djsb
author_rank: Super Contributor
timestamp: December 16, 2024, 12:21:42 pm
content: Drop them an email mentioning further escalation to their CEO Simon Pryce. You may be able to find a template letter somewhere.Good luck.

author: mon2
author_rank: Frequent Contributor
timestamp: December 16, 2024, 01:11:37 pm
content: Reach out to the manufacturer by phone. Had to hunt but found their phone number. Hate companies that hide their contact details.Thermaltronics USA, Inc., 1 Barstow Road, Suite P19, Great Neck, NY 11021 631-472-7600 E-mail: ariel.wang@thermaltronics.com Web:https://www.thermaltronics.com* above is from some press releaseI recall Metcal and their expensive but impressive tools. They were gliding a copper penny across a bare PCB in liquid solder like water in an onsite demo they did at our facility. Now that we can afford these tools, will be by the sidelines before considering a purchase of this item. Service is #1 and they need to wake up to support what they build. Please continue to update this thread. Very interested to hear of the outcome, either way.

author: solidpro99
author_rank: Newbie
timestamp: December 17, 2024, 09:25:30 am
content: I've sent an email to that contact at Thermaltronics, an email to support reminding them of the 4 year warranty (so far 3 people in support have responded to this, but I suspect all 1st line) and I've emailed Simon Pryce (which hasn't bounced back yet).I'm not going to give up - I will reject it formally in writing and file a claim at the small claims court if I have to. It's such a shame that you spent thousands and thousands of pounds with RS Components, and never dream of going anywhere else, and then this happens - which should be simple - send it back to RS and they send it back to Thermaltronics to be fixed - a few rounds of small-time postage costs and we're all happy - but no - fobbed off with delays, repeating the same questions and a 'nothing we can do except find out what the error message means' - something that *SHOULD* be possible by the user.I'll keep this space updated.

author: solidpro99
author_rank: Newbie
timestamp: December 18, 2024, 08:49:00 am
content: Ok, so everything seemed to kick in yesterday at about 9.30am. A very nice lady called me (she didn't say what her role was) but she was very apologetic and she said they were going to dispatch me a new soldering station today and arrange to have the faulty one picked up today as well. She said they're getting blanked by Thermaltronics so they're also still trying to find out what the error codes mean. I've asked her if they ever get a definitive list, could she please share that with me as in the future and I get a code it would be really useful to just be able to troubleshoot the code myself.I think RS get the thumbs up again, albeit it was a really painful 2 weeks of going around in circles. I do feel I had to circumvent their regular lines of support to get someone to listen and help. After all, it does come with a 4 year warranty from the manufacturer and it really isn't much cost or effort for them to help ensure I receive that.I do think the jury is out on Thermaltronics. It's a great unit but it definitely has a design flaw where it overheats far to quickly and goes into a 10 minute timeout, which can be frustrating when you're one solder away from finished. Many have bolted an external fan to the back which apparently solves the issue. In addition though, their after sales support is non-existent, documentation poor and the 4 year warranty doesn't seem to count for much right now.Thanks for everyone's help - it really helped me push this along.

author: Fraser
author_rank: Super Contributor
timestamp: December 18, 2024, 10:22:55 am
content: Excellent newsIt might be a good idea to place a quiet PC fan behind the base unit to move more air over the heatsink. It is cheap enough to do and may avoid future problems. No modifications needed so warranty remains validFraser

author: Psi
author_rank: Super Contributor
timestamp: December 21, 2024, 05:39:28 am
content: I've never had mine go into any sort of over temp mode.But the back heatsink does get pretty warm

author: Jamieson
author_rank: Regular Contributor
timestamp: February 05, 2025, 04:01:06 pm
content: Did Thermaltronics ever respond back about this error code? Did RS ever send a replacement unit?I've had a couple TMT-2000S stations and one TMT-9000S station from Thermaltronics over the years. Never had any issues with overheating. The heavy cast aluminum TMT9000S base runs just slightly warm for me, and the sleep stand magnets reduce the power level to "16" whatever that means. Quality stuff on par with Metcal MX500 IMO.

author: Psi
author_rank: Super Contributor
timestamp: March 20, 2025, 11:23:00 am
content: It probably depends what type of tip you put on it.Those ones that are like a large hotbar would probably be the worst for high power draw.Also if your using a non-standard holder it might not be going into standby when you're not using it, which would also make the base station run hot.