So, my Apex controller just stopped working a while ago. The screen wouldn’t show anything and I couldn’t connect to the apex on my network.
I went through the online troubleshooting guides and none of them worked. I can’t update the firmware, I can’t see it on my network, etc.
I contacted customer service and the rep told me to do what I had already done. I told him that it wasn’t discoverable on the network. He told me to read the instructions....
So I go and do what I’ve been instructed. It doesn’t work. He asks me if I followed the instructions.... Really?
So now he tells me that I need to send it in for diagnostics. So I try to take it out of my cabinet. The screws are rusted and one turn of the screwdriver strips the screws. Apparently Neptune doesn’t include stainless steel screws. So I don’t have a lot of room in my cabinet, and I’m told to take a dermal to get it off. I simply can’t do that with the room I have.
I rattle off how I feel like I haven’t been treated well and that he is treating me like an idiot. He responds by telling me that the instructions were given because of your problem and that he’s explained this to me several times... missing the point...
So uh thanks. I won’t be buying Neptune products again, and I have a controller and power box in my cabinet that I can’t get out and can’t do anything with now. I’m not looking for anything. I’ll manage without the controller. Thankfully nothing except the chaeto in my macro algae reactor died.
I went through the online troubleshooting guides and none of them worked. I can’t update the firmware, I can’t see it on my network, etc.
I contacted customer service and the rep told me to do what I had already done. I told him that it wasn’t discoverable on the network. He told me to read the instructions....
So I go and do what I’ve been instructed. It doesn’t work. He asks me if I followed the instructions.... Really?
So now he tells me that I need to send it in for diagnostics. So I try to take it out of my cabinet. The screws are rusted and one turn of the screwdriver strips the screws. Apparently Neptune doesn’t include stainless steel screws. So I don’t have a lot of room in my cabinet, and I’m told to take a dermal to get it off. I simply can’t do that with the room I have.
I rattle off how I feel like I haven’t been treated well and that he is treating me like an idiot. He responds by telling me that the instructions were given because of your problem and that he’s explained this to me several times... missing the point...
So uh thanks. I won’t be buying Neptune products again, and I have a controller and power box in my cabinet that I can’t get out and can’t do anything with now. I’m not looking for anything. I’ll manage without the controller. Thankfully nothing except the chaeto in my macro algae reactor died.