zalick
A cup of water and a dash of salt
I'm going to attempt to remove any emotion from this but I'm pretty frustrated (putting it nicely). This is mostly a customer service oriented vent. So feel free to skip.
Here is the history:
I've owned an apex system for about 7 years and been very happy with it overall. I had the classic base unit and two eb8s. Everything was working perfectly. I had the classic base unit connected directly to my router with an Ethernet cable. This was not ideal. I decided to spend the $350 on a new base unit just to get the wifi capability.
For the last 30 days, everything had been running smoothly. I updated the Apex 2016 base unit firmware over Fusion this morning. It failed and bricked the base unit. The base unit is power cycling every few seconds. I initiated a support ticket with Neptune. They suggested I connect an aux power supply, which I did (12v and 1.5 amps), and the same power cycle resulted. I tried calling and they said that I couldn't speak with anyone because they were all on scheduled support calls. That was this morning. I called again just now and they said the same thing, everyone was busy. I asked when I could speak with someone and they said that everyone was booked for the next two days. (read: you can't speak with anyone)
I connected my apex classic base unit to my eb8s and its now doing the same power cycle. It was working perfectly when I took it offline.
Support refused to acknowledge that the common denominator in this whole situation was updating the firmware over fusion. They said that they were not aware of any similar issues with the firmware update therefore it was not likely the problem.
Well, just because other updates didn't cause issues doesn't mean it didn't cause issues here. This morning, everything was working fine. Immediately upon updating the firmware, both of my base units became bricks. To me, that's pretty conclusive that the firmware update was the issue.
They asked me to send in both base units and both eb8s. They are "doing inventory" so they can't cross ship anything until next week. I'm going to be without a controller for nearly a week, at minimum. Thankfully my ATO and Tunze have separate controllers.
This is a very frustrating interaction with Neptune. I wish they would acknowledge that their firmware updates are prone to causing problems. The forums are littered with firmware update issues over the years. many people won't update the firmware because of it.4
Maybe I'm wrong and its just an absolute coincidence that my brand new Apex EL and my Apex classic both bricked at the same time immediately after doing a firmware update over fusion.
I hope they make this right. I would love to stay with Neptune. However, people seem to be very happy with their GHL controllers.
@Terence
@NeptunePaul
#apexusers
Here is the history:
I've owned an apex system for about 7 years and been very happy with it overall. I had the classic base unit and two eb8s. Everything was working perfectly. I had the classic base unit connected directly to my router with an Ethernet cable. This was not ideal. I decided to spend the $350 on a new base unit just to get the wifi capability.
For the last 30 days, everything had been running smoothly. I updated the Apex 2016 base unit firmware over Fusion this morning. It failed and bricked the base unit. The base unit is power cycling every few seconds. I initiated a support ticket with Neptune. They suggested I connect an aux power supply, which I did (12v and 1.5 amps), and the same power cycle resulted. I tried calling and they said that I couldn't speak with anyone because they were all on scheduled support calls. That was this morning. I called again just now and they said the same thing, everyone was busy. I asked when I could speak with someone and they said that everyone was booked for the next two days. (read: you can't speak with anyone)
I connected my apex classic base unit to my eb8s and its now doing the same power cycle. It was working perfectly when I took it offline.
Support refused to acknowledge that the common denominator in this whole situation was updating the firmware over fusion. They said that they were not aware of any similar issues with the firmware update therefore it was not likely the problem.
Well, just because other updates didn't cause issues doesn't mean it didn't cause issues here. This morning, everything was working fine. Immediately upon updating the firmware, both of my base units became bricks. To me, that's pretty conclusive that the firmware update was the issue.
They asked me to send in both base units and both eb8s. They are "doing inventory" so they can't cross ship anything until next week. I'm going to be without a controller for nearly a week, at minimum. Thankfully my ATO and Tunze have separate controllers.
This is a very frustrating interaction with Neptune. I wish they would acknowledge that their firmware updates are prone to causing problems. The forums are littered with firmware update issues over the years. many people won't update the firmware because of it.4
Maybe I'm wrong and its just an absolute coincidence that my brand new Apex EL and my Apex classic both bricked at the same time immediately after doing a firmware update over fusion.
I hope they make this right. I would love to stay with Neptune. However, people seem to be very happy with their GHL controllers.
@Terence
@NeptunePaul
#apexusers
Last edited:
