Neptune apex

[phixman]

Does anyone have any experience going through warranty exchange with Neptune ? My power bar died and they want me to pay for shipping to have them inspect and repair it. This is the first time I've been asked for pay for shipping on a defected item

 

[GoVols]

Does anyone have any experience going through warranty exchange with Neptune ? My power bar died and they want me to pay for shipping to have them inspect and repair it. This is the first time I've been asked for pay for shipping on a defected item

Years ago I paid for the shipping to Neptune, but they paid the shipping after they fixed the issue.

 

[Justanano]

I paid for shipping to.... on multiple things multiple times.... not a fan of apex anymore.. wish I didn't invest so much into it

 

[yman182]

Mine was under warranty. They took a deposit, but returned it after I sent the defective unit back. They paid for shipping both ways.

 

[Jamesrup0411]

No issue here, my trident died under warranty just a couple weeks ago. They gave me the option to send mine in for inspection/repair or give a 90 dollar deposit and they would cross ship. I received the new trident and shipped mine out in the same box that included a shipping label. They found out trident wasn’t broke due to myself, refunded my deposit and I kept the new trident

 

[GoVols]

Mine was under warranty. They took a deposit, but returned it after I sent the defective unit back. They paid for shipping both ways.

Yeah,
I forgot that I laid down the deposit, and it was returned too.

 

[Reefer Reboot]

If you're handy you may be able to fix it yourself for less.

Fixing an EB832 with non-functional outlets but does have functional indicator lights

CAUTION- I am not liable for any damages to your person or property. This is offered as a possible solution to an electrical problem, and with this territory comes risk to your health and property that may not be directly mentioned. You should only attempt this repair if you are sure of your own...

www.reef2reef.com

 

[phixman]

I just feel like for the 2k I spent on the controller, the shipping to fix a warranty problem should be covered by the company. Ecotech had covered shipping on devices much cheaper ($300). In addition, if the item gets lost during shipping, it will be on the customer, there is also downtime of not having a device while it's being fixed, and the hasttle of having to find a good deal to ship the item. I'm not sure I would buy new devices from Neptune.

Upon research , I found the possible device that needs to be changed out is a $2 part at the risk of warranty

 

[DarthSimon]

Paying shipping going to Manufacturer is pretty common practice, and they pay for return to you.... Common in most industries.

 

[phixman]

I was able to get free shipping to them , apperently they only offer free shipping to them if the unit is less then 90 days old , mine was over by a week or so.

 

[phixman]

I wanted to update my experience. They ended up offering me a shipping label since my my powerbar was about 3 months old. It took me a week to two to ship it. They concluded the whole board had to be replaced and offered me a 70 or so discount for a new one. They said my bar was out of warranty because the serial was too old. When talking to them on the phone, they made it sound like I was trying to scam them out of a powerbar. Eventually they called the store and concluded I was telling the truth. They send a bar and it arrived 4 days later (Today).

Something I found interesting was the powerbar they sent was refurbished, has anyone ever received a refurbished item from a warranty claim?

 

[Jeffcb]

My Salt probe doesn't work! Jacking with them for 4 weeks so far. I didn't want a toy.

 

[Tuffyyyyy]

Something I found interesting was the powerbar they sent was refurbished, has anyone ever received a refurbished item from a warranty claim?

I'd say I've received refurbished more often than I've received new on warranty.

 

[Waters]

Yeah, the whole way of doing online business irritates me. It is common, but I have a hard time paying to ship back anything that is covered under warranty.......in my eyes, shipping both ways should be covered by the vendor. I had to pay to ship back warranty items to Neptune many times unfortunately which is ridiculous.

 

[_AV]

Not defending Neptune at all here, but I can understand their reasoning. Given the nature of the hobby, half of their warranty returns are probably not covered by the warranty. Water damage and corrosion are extremely common issues and void the warranty. But they don't know that until they receive the item and inspect it. So if they paid shipping on an item with the voided warranty, they just lost money.

With that said, Apex initial quality can be poor, especially considering the MAP pricing. There should be plenty of room for them to eat at least some shipping costs. And frankly, early revisions of EB832 should have been recalled voluntarily.

 

[Reefer Reboot]

If the cause of the return is covered under warranty then the cost of the return shipping should be reimbursed. (Although this may give them incentive to claim "water damage" or similar)