AlbertGF
Community Member
I would like to share my case with you to know your opinion and inform you of the practices of Neptune Systems.
It all started in July of this year, I had changed the Balling formula and used a component to raise the alkalinity with a very high pH. It was ideal because the aquarium tended to have a low pH and this helped to raise it.
My aquarium was normal, like everyone else’s, with its fish, corals and invertebrates.
For over 5 years I had been using the Jebao cheap dosing pumps without any problems, but by adding alkalinity in 4 daily doses, the doses were higher and the pH gave me 4 strong peaks. I decided to buy a new dosing pump, the best on the market, according to its manufacturers, the DOS dosing pump from Neptune Systems, more than 400€ the pump, Neptune Systems, LESS HASSLE, MORE SUCCESS. This, in theory, was more reliable and would allow me to split the daily dosage into many very small doses instead of the 4 a day I had set up in the cheap Jebao pump and therefore not have those strong pH rises.
Well, the pump arrived on the 20th of July and when I opened it, I saw that the manual feed button did nothing, it didn't work. Since I needed the pump installed and the problem was simply that the button was doing nothing, I decided to start testing the pump with water, out of the aquarium, while processing the change for a new one that worked completely well.
I spent two days testing and seeing how it went and the different possibilities it offered. The pump responded well, the only problem was that the button did nothing. After two days without any problems, and seeing that the pump change was taking longer than expected because there was no stock and the pump had to come from another European country, I decided to put it into operation in the aquarium. On July 22 I set it up as I wanted and started dosing alkalinity.
Just in case, I added a piece of code to the pump configuration so that if the pH went up a lot, it stopped the dosing.
On July 22nd, 23rd, 24th and 25th everything went well. The pump dosed what was expected without any problem.
Until that on the morning of the 26th I received a warning on my cell phone that the pH of the aquarium was very high. I had left home 3 days ago for work, so I messaged my wife telling her to go to the living room to see what was happening to the aquarium, that I feared a problem.
She called me crying.
Sure enough, the Neptune Systems DOS pump went crazy and began to dose everything in the reservoir. The pH rose to 9.78, calcium precipitated, and fish, corals and invertebrates were cooked in that white soup. The code that I had added to avoid this was ignored. Neptune Systems, LESS HASSLE, MORE SUCCESS.
Little by little we saw the scope of everything that had happened.
In order to clear the water, I told my wife to dose muriatic acid to try to lower the pH and to dissolve the calcium again, there was nothing more to lose. We threw over two liters and were finally able to see the disaster.
I still don’t understand how some clownfishes survived. The rest all dead.
I have more photos but I have reached the maximum number of uploaded files.
More than 30 fishes, different SPS and LPS corals, anemones, starfishes, shrimps, snails, etc. All dead. And all because of a pump I had added, the "best" pump on the market, the best company on the market. I wanted to make sure the aquarium was safer than with the cheap Jebao pump and it all died. They were my responsibility and they died. Neptune Systems, LESS HASSLE, MORE SUCCESS.
You all have aquariums, you know that in the end you end up creating a bond with the animals in the aquarium, there were fishes and corals that had been with us for a long time, they had moved with us, we had overcome some problems with the aquarium while I was learning. They were like "family". The Siganus Unimaculatus had been with us for over 6 years! More than my daughters!
Obviously, I contacted Neptune Systems and explained the case to them. At first, they told me it was my problem, they didn't want to know anything. Neptune Systems, LESS HASSLE, MORE SUCCESS. I sent them the pictures and after seeing well what had happened, I was told that they would try to do something, that they wanted the customer to be happy. They asked me what I was proposing, obviously, I wanted to get my aquarium back but I didn’t expect them to pay me for the lost livestock, other than there were losses that couldn't be counted on money. After discussing it, I proposed that in order for them not to lose anything, they could sell me some material at cost price so that in the future I could recover some of the money lost. They liked it and told me they were getting to work, they wanted to look at how to do it.
Days and weeks passed, I wrote to them to find out how it was going, they told me that they were looking at it, that they were working on it. More weeks, months, the same answers.
Now, 5 months later, they don't even bother to answer mi emails, they totally ignore me. They threw me like a dirty rag. They don't care anything.
Who in this company controls the quality of their products? Who in this company is responsible for their products? Who in this company takes care of their customers? Theirs are ones of the most expensive products on the market and I expected a little more support from the company.
This is how Neptune Systems takes care of the customer, they don't care about people, aquariums or animals, LESS HASSLE, MORE SUCCESS.
It all started in July of this year, I had changed the Balling formula and used a component to raise the alkalinity with a very high pH. It was ideal because the aquarium tended to have a low pH and this helped to raise it.
My aquarium was normal, like everyone else’s, with its fish, corals and invertebrates.
For over 5 years I had been using the Jebao cheap dosing pumps without any problems, but by adding alkalinity in 4 daily doses, the doses were higher and the pH gave me 4 strong peaks. I decided to buy a new dosing pump, the best on the market, according to its manufacturers, the DOS dosing pump from Neptune Systems, more than 400€ the pump, Neptune Systems, LESS HASSLE, MORE SUCCESS. This, in theory, was more reliable and would allow me to split the daily dosage into many very small doses instead of the 4 a day I had set up in the cheap Jebao pump and therefore not have those strong pH rises.
Well, the pump arrived on the 20th of July and when I opened it, I saw that the manual feed button did nothing, it didn't work. Since I needed the pump installed and the problem was simply that the button was doing nothing, I decided to start testing the pump with water, out of the aquarium, while processing the change for a new one that worked completely well.
I spent two days testing and seeing how it went and the different possibilities it offered. The pump responded well, the only problem was that the button did nothing. After two days without any problems, and seeing that the pump change was taking longer than expected because there was no stock and the pump had to come from another European country, I decided to put it into operation in the aquarium. On July 22 I set it up as I wanted and started dosing alkalinity.
Just in case, I added a piece of code to the pump configuration so that if the pH went up a lot, it stopped the dosing.
On July 22nd, 23rd, 24th and 25th everything went well. The pump dosed what was expected without any problem.
Until that on the morning of the 26th I received a warning on my cell phone that the pH of the aquarium was very high. I had left home 3 days ago for work, so I messaged my wife telling her to go to the living room to see what was happening to the aquarium, that I feared a problem.
She called me crying.
Sure enough, the Neptune Systems DOS pump went crazy and began to dose everything in the reservoir. The pH rose to 9.78, calcium precipitated, and fish, corals and invertebrates were cooked in that white soup. The code that I had added to avoid this was ignored. Neptune Systems, LESS HASSLE, MORE SUCCESS.
Little by little we saw the scope of everything that had happened.
In order to clear the water, I told my wife to dose muriatic acid to try to lower the pH and to dissolve the calcium again, there was nothing more to lose. We threw over two liters and were finally able to see the disaster.
I still don’t understand how some clownfishes survived. The rest all dead.
I have more photos but I have reached the maximum number of uploaded files.
More than 30 fishes, different SPS and LPS corals, anemones, starfishes, shrimps, snails, etc. All dead. And all because of a pump I had added, the "best" pump on the market, the best company on the market. I wanted to make sure the aquarium was safer than with the cheap Jebao pump and it all died. They were my responsibility and they died. Neptune Systems, LESS HASSLE, MORE SUCCESS.
You all have aquariums, you know that in the end you end up creating a bond with the animals in the aquarium, there were fishes and corals that had been with us for a long time, they had moved with us, we had overcome some problems with the aquarium while I was learning. They were like "family". The Siganus Unimaculatus had been with us for over 6 years! More than my daughters!
Obviously, I contacted Neptune Systems and explained the case to them. At first, they told me it was my problem, they didn't want to know anything. Neptune Systems, LESS HASSLE, MORE SUCCESS. I sent them the pictures and after seeing well what had happened, I was told that they would try to do something, that they wanted the customer to be happy. They asked me what I was proposing, obviously, I wanted to get my aquarium back but I didn’t expect them to pay me for the lost livestock, other than there were losses that couldn't be counted on money. After discussing it, I proposed that in order for them not to lose anything, they could sell me some material at cost price so that in the future I could recover some of the money lost. They liked it and told me they were getting to work, they wanted to look at how to do it.
Days and weeks passed, I wrote to them to find out how it was going, they told me that they were looking at it, that they were working on it. More weeks, months, the same answers.
Now, 5 months later, they don't even bother to answer mi emails, they totally ignore me. They threw me like a dirty rag. They don't care anything.
Who in this company controls the quality of their products? Who in this company is responsible for their products? Who in this company takes care of their customers? Theirs are ones of the most expensive products on the market and I expected a little more support from the company.
This is how Neptune Systems takes care of the customer, they don't care about people, aquariums or animals, LESS HASSLE, MORE SUCCESS.
