hello everyone,
I wanted to share my experience with neptune system assistance.
I have an apex system with 4 dos bought in 2020 but due to delays in the house renovation I have used very little (one is new).
now I am about to start again with the new tank and by connecting the dos the system required the update. at the end of the update one dos had the blue light on fixed.
I contacted assistance who told me that in this case nothing can be done and that the dos must return to the company for assistance and that the cost would only be that of shipping and replaced parts. I replied to the email with my contact details (I live in Italy) and with the serial number of the pump.
after two weeks(!!!) they replied that the pump is too old and that therefore they will not provide assistance.
fortunately I have a second apex brain with an old AOS version and that by connecting the pump it allowed me to downgrade the dos software, solving everything.
now i wonder if such poor assistance is possible for such an expensive system and especially so important for the health of our tank.
moreover, with the warranty expired, the idea of shipping something from italy to usa seems absurd to me both for the costs and the timing.
i'm afraid i've thrown away thousands of euros in the garbage..
I wanted to share my experience with neptune system assistance.
I have an apex system with 4 dos bought in 2020 but due to delays in the house renovation I have used very little (one is new).
now I am about to start again with the new tank and by connecting the dos the system required the update. at the end of the update one dos had the blue light on fixed.
I contacted assistance who told me that in this case nothing can be done and that the dos must return to the company for assistance and that the cost would only be that of shipping and replaced parts. I replied to the email with my contact details (I live in Italy) and with the serial number of the pump.
after two weeks(!!!) they replied that the pump is too old and that therefore they will not provide assistance.
fortunately I have a second apex brain with an old AOS version and that by connecting the pump it allowed me to downgrade the dos software, solving everything.
now i wonder if such poor assistance is possible for such an expensive system and especially so important for the health of our tank.
moreover, with the warranty expired, the idea of shipping something from italy to usa seems absurd to me both for the costs and the timing.
i'm afraid i've thrown away thousands of euros in the garbage..
