Neptune support opinion

[aircrane1]

I wanted to take a moment and give my opinion of Neptune support. I purchased an Apex system (probes and all) a couple of weeks ago. Had the most frustrating experience trying to get it up and running. Long story short, I did the requisite forum searches to no avail. Sent an email to Neptune support and they responded very promptly. First efforts at troubleshooting did not work. I was told that due to the holidays and phone support appointment would take at least a week. I stated that I would be gone next week but was expecting live rock from TBS in a day or two and really needed immediate help. Within 5 minutes I got a call from Luis at Neptune, I gave him control of my laptop and in a very short time my issues were resolved.

Thank you Luis and Neptune for your attention to your customers. Your work is appreciated!

 

[cpschult]

I didn't respond to an email within two days and they sent a follow up one so far I'm loving their support as well!

 

[User1]

I've dealt with Luis before, good guy. I've also spoke to John or Jon (not sure how he prefers) today actually. I noticed that my sump was lower than normal and so looked at the input log for the ATK. I saw the previous days it was functioning normally then the last couple of days nothing. I sent a email off knowing it was close to the holidays and so expected, and understandably, a slight delay in a response. I got one pretty quickly with a suggestion, a correction, and a follow up question. I replied to that and then to my surprise a phone call from him directly. He wanted to clarify something that I had named on my power bar, which he was 100% correct in his assumption, and then said what he would like to do and if it was ok. I said yes, it was. Then another follow up email to say what it is, how it will work, and what to keep an eye out for.

Honestly, great support.

 

[FishProf]

Excellent support. I never had a bad experience with them, and I've been using their controllers since the early 2000 or so [when they had the Aquacontroller with x10 modules].