I'm going through a painful process with my 7 month old APEX which seems to have failed since the last firmware update and is not recording any logs to track parameters.
It's taken them 4+ days for a response until just yesterday (day 5) that the support tech said I need to send it in for repair and asked (for the fourth time in the messaging) for the S#, along with information on 'condition', a copy of the receipt, where it was purchased, how much I paid, and wanted photos.
Suffice to say not only was that request for information intrusive, but it's a huge PITA because the unit is not readily accessible being behind an established tank up against a wall. What's worse, I'm now I'm going to be left without a controller for however long it takes them to turn around a 'repair'. As you all know, everything revolves around the Apex and EB32, including my Trident, and manually cycling my equipment (COR20, CaRx, Skimmer) for 'x' amount of time is problematic.
Is this considered normal for Neptune gear? I don't think I need to articulate how put off I am by a $900 unit that failed in less than a year and this doesn't seem a very customer-friendly way to support us. Do you guys have any suggestions on a workaround? This experience is enough to get me thinking that a ReefPi is the way to go... at least I have a number of Raspberry Pi units that can be swapped out if one of them fails.
Looking forward to some advice from those of you who have been down this path before.
Thanks in advance!
It's taken them 4+ days for a response until just yesterday (day 5) that the support tech said I need to send it in for repair and asked (for the fourth time in the messaging) for the S#, along with information on 'condition', a copy of the receipt, where it was purchased, how much I paid, and wanted photos.
Suffice to say not only was that request for information intrusive, but it's a huge PITA because the unit is not readily accessible being behind an established tank up against a wall. What's worse, I'm now I'm going to be left without a controller for however long it takes them to turn around a 'repair'. As you all know, everything revolves around the Apex and EB32, including my Trident, and manually cycling my equipment (COR20, CaRx, Skimmer) for 'x' amount of time is problematic.
Is this considered normal for Neptune gear? I don't think I need to articulate how put off I am by a $900 unit that failed in less than a year and this doesn't seem a very customer-friendly way to support us. Do you guys have any suggestions on a workaround? This experience is enough to get me thinking that a ReefPi is the way to go... at least I have a number of Raspberry Pi units that can be swapped out if one of them fails.
Looking forward to some advice from those of you who have been down this path before.
Thanks in advance!
