neptune Apex

[marysea]

hi,
anyone else having problems with their Apex controller & service? or am i the only one?
controller started acting up on 9/5 (labor day weekend). had phone session on 9/8.
support determined my controller needed repair. they were to send replacement on 9/9 overnight.

neptune never sent it out. finally sent out on 9/10 overnight priority--fedex delivered at 3:30pm.
too late for 2 hour phone support booked for 12pm. new support session scheduled for12pm NY time 9/14.
technician determined the replacement controller did NOT work.

another controller was to be sent out overnight yesterday. it is 11am 9/15--never got a tracking number.
keeping fingers crossed it arrives today. have another support session scheduled for tomorrow 9/16.

feel like i am going in circles and getting nowhere fast. while the controller is terrific when it works--when it doesn't
everything is so interdependent. have the return pump and skimmer plugged into extension cord rather than
energy bar.

have had apex since 2014?? upgraded to 2016 controller dec 2018, have trident, 2 dos pumps, 2 WAV pumps, ATK,
several modules etc

mary cava

 

[ShepherdReefer]

Hello, I am not having any issues with the services or the equipment, maybe that is why I am not having any problems with the services. I do however need help with how to set up or programing so in that regard, no issues. Sorry that I cannot help.

 

[Waters]

I have had to use their service many times but have never had any issues fortunately.....other than making me pay for shipping to send back a device for warranty repair. It is pretty common but it still bothers me lol.

 

[WIReefer]

Hello, I am not having any issues with the services or the equipment, maybe that is why I am not having any problems with the services. I do however need help with how to set up or programing so in that regard, no issues. Sorry that I cannot help.

I’m sure @SuncrestReef can help!

 

[marysea]

Hello, I am not having any issues with the services or the equipment, maybe that is why I am not having any problems with the services. I do however need help with how to set up or programing so in that regard, no issues. Sorry that I cannot help.

hello Shepherd Reefer,
thanks for reading my post.
at 1pm i contacted Neptune today to find out the replacement was NOT shipped out yesterday.
the controllers were out of stock--wanted to send out a new one, not a refurbished unit.
thus it looks like Thurs 9/16 will be the delivery date. this is a nightmare!
mary

 

[chiefifd]

I’ve had great luck with their tech support. I have a new ApexEL that wouldn’t connect with my WiFi. Three calls later it finally connected, the Neptune tech was super I couldn’t have been happier. My old Apex Jr. died and Neptune gave me a pretty good deal on the new Apex EL.....

 

[marysea]

I’ve had great luck with their tech support. I have a new ApexEL that wouldn’t connect with my WiFi. Three calls later it finally connected, the Neptune tech was super I couldn’t have been happier. My old Apex Jr. died and Neptune gave me a pretty good deal on the new Apex EL.....

glad things have worked out for you..i mean that.

 

[marysea]

I have had to use their service many times but have never had any issues fortunately.....other than making me pay for shipping to send back a device for warranty repair. It is pretty common but it still bothers me lol.

yes, having to pay shipping back to them especially when an item is under warranty is annoying.

 

[ShepherdReefer]

hello Shepherd Reefer,
thanks for reading my post.
at 1pm i contacted Neptune today to find out the replacement was NOT shipped out yesterday.
the controllers were out of stock--wanted to send out a new one, not a refurbished unit.
thus it looks like Thurs 9/16 will be the delivery date. this is a nightmare!
mary

Sorry, you are having issues Marysea. I hope they can get you taken care of soon.

 

[marysea]

hello,
it is now 9/18. believe it or not all has been solved. Neptune made us very happy in the end.
kudos to Neptune, Morgan in support and Tom.
bye now,
mary