Neptune Systems - Trident Service Program - Beware

[Reef-Engineer]

On Feb 28th I paid $200 to get a refurbished trident sent to me to replace my unit which has become less precise. This is Neptune's recommendation using the Trident Service Program. I expected to receive a unit that week.

Fast forward two weeks and I had not heard anything after my payment went through. Contacted Neptune, despite their website saying the unit would ship "within 2 days" they said they are having stock issues and that there is a long backlog and I would get a unit when they have more stock and after they work to my place in the backlog. So basically who knows.

I told them to refund me and I would buy a service kit and do it myself, now no response from them. I imagine they are waiting for units to come back for return/repair and then they are refurbishing these to send to people like me, which is not a reliable supply chain at all.

This company fell a long way, Aperture acquisition has ruined them. Do not put faith in the Trident Service Program.

 

[Reef-Engineer]

Update, got a hold of them, the service guy was actually super nice and helpful. Confirmed that there is no "date" that these will go out, though they hope to get some at the end of the month to start working through the queue.

I was able to cancel my order and I will order the DIY service kit and do that instead.