Apex customer service Trash

[RaeRae]

What has happened to Apex customer service? They were so good for so long. I called yesterday and was on hold for over an hour. Only to get my call answered by a third-party who Ben informed me they would write me a service ticket and they would contact me back.
24 hours later I still get no return call. I called them again and I am on hold for another hour and a half. Only to get another third-party that says they will write me up another service ticket. My Apex unit has been off line since Saturday at 2 o’clock. I have several thousand dollars wrapped up into this. Along with several thousand dollars in corals!
Unfortunately, I have my Apple phone set up so where if you were not in my contacts you go straight to voicemail. Only because I get about 50 spam calls a day and I’m tired of answering the phone to talk about my extended warranty. So when they do call, there’s a good chance. I will not get this call to fix my unit. Looks like I will be selling an Apex unit on an equipment for sale page. Gonna have to go a different route if they give

 

[MichaelReefer]

I called a few weeks back and got right through, though I have heard sometimes their wait times are long.

 

[A_Blind_Reefer]

The third party thing sounds sketchy to me. There was another complaint on here last week (I think, all the days are the same) where they posted the number they had called but had transposed a couple numbers. Don’t know if it was just a typo or if they actually called the wrong number. They never replied after it was brought up so don’t know if they ever got through or not.

Out of curiosity what number are you calling and have you started a ticket using the online portal?

Sad day if they have outsourced support to a third party but it wouldn’t surprise me in this day and age.

 

[RaeRae]

The third party thing sounds sketchy to me. There was another complaint on here last week (I think, all the days are the same) where they posted the number they had called but had transposed a couple numbers. Don’t know if it was just a typo or if they actually called the wrong number. They never replied after it was brought up so don’t know if they ever got through or not.

Out of curiosity what number are you calling and have you started a ticket using the online portal?

Sad day if they have outsourced support to a third party but it wouldn’t surprise me in this day and age.

+1 (408) 779-4090
I just got an email from them. Walk me through how to fix the problem. Unfortunately, it’s the same directions I get from ChatGPT that I have already tried at least five times. That’s why I need customer service.

 

[Reefer Matt]

What issues are you having with the Apex?

 

[A_Blind_Reefer]

+1 (408) 779-4090
I just got an email from them. Walk me through how to fix the problem. Unfortunately, it’s the same directions I get from ChatGPT that I have already tried at least five times. That’s why I need customer service.

At least they got back to you now. Maybe they can escalate it to a phone call. I know that there have been times when they are just swamped/understaffed but once they have you going it should be relatively quick. Sometimes the forum (here or the Neptune support forum) can be faster for some things. Obviously hardware failure requiring replacement is another story.

 

[RaeRae]

What issues are you having with the Apex?

I lost connection with the internet on Saturday. And it will not hook back up. I can’t even login or get it to hook up so I can read the trident. Fortunately for me, it continues to dose what it was previously sat at. So since Saturday, I have been checking my KH every day to make sure it stays up.

 

[allof fish]

I lost connection with the internet on Saturday. And it will not hook back up. I can’t even login or get it to hook up so I can read the trident. Fortunately for me, it continues to dose what it was previously sat at. So since Saturday, I have been checking my KH every day to make sure it stays up.

Have you tried unplugging the eb832 from wall and from base unit. One time mine went out and I couldn’t figure it out. Asked chat gpt that’s what it told me to do. Unplug it from wall then eb832 from base unit wait 30sec-1 min then plug back into wall and then into base. Did the trick for me. It just resets the brain and power. Then connected to internet and logged it and it worked

 

[Utubereefer]

Send an email. Who calls anyone anymore?

 

[Reefer Matt]

I lost connection with the internet on Saturday. And it will not hook back up. I can’t even login or get it to hook up so I can read the trident. Fortunately for me, it continues to dose what it was previously sat at. So since Saturday, I have been checking my KH every day to make sure it stays up.

Did you do the soft reset yet? It resets the wifi only, and you can reconfigure it. Just don’t hold the reset button past the blue light or you’ll do a factory reset and lose all programming. Here’s a thread too:
https://www.reef2reef.com/threads/reconnecting-apex-to-wifi.806659/

 

[RaeRae]

I lost connection with the internet on Saturday. And it will not hook back up. I can’t even login or get it to hook up so I can read the trident. Fortunately for me, it continues to dose what it was previously sat at. So since Saturday, I have been checking my KH every day to make sure it stays up.

Did you do the soft reset yet? It resets the wifi only, and you can reconfigure it. Just don’t hold the reset button past the blue light or you’ll do a factory reset and lose all programming. Here’s a thread too:
https://www.reef2reef.com/threads/reconnecting-apex-to-wifi.806659/

Yes, I did that and the blue light is still on right now

 

[Reefer Matt]

Yes, I did that and the blue light is still on right now

Okay. Can you see the Apex network in your available wifi networks on your phone?

 

[areefer01]

Okay. Can you see the Apex network in your available wifi networks on your phone?

It should be something like Apex_Setup or Apex_Setup### - I don't remember exactly as I only used wifi briefly - but you are correct. The blue logo/light means it is in wifi setup mode so it should be visible.

 

[RaeRae]

Okay. Can you see the Apex network in your available wifi networks on your phone?

It should be something like Apex_Setup or Apex_Setup### - I don't remember exactly as I only used wifi briefly - but you are correct. The blue logo/light means it is in wifi setup mode so it should be visible.

Got it figured out. Thanks for your help

 

[MichaelReefer]

I lost connection with the internet on Saturday. And it will not hook back up. I can’t even login or get it to hook up so I can read the trident. Fortunately for me, it continues to dose what it was previously sat at. So since Saturday, I have been checking my KH every day to make sure it stays up.

When I lose internet I have to use a paperclip and reset the apex, then it re connects? Did you try that?