should i ditch neptune?

[KQuillan]

well they finally emailed me back. they confirmed that they rec’d it… then tell me repair a are backlog and they aren’t doing repairs until they finish their annual inventory. i’m like what the heck, i literally would have bought a new one if i knew it would be months. neptunes dead to me now

Typical response.

As for turning into a Pro Hydro thread, of course! All the negative changes from Neptune, what would you expect. Started off great but as another Neptune customer, I cannot wait to throw it away. Just waiting for the other company to offer what I want.

 

[smallcrpt]

Wait until you deal with CoralVue support. Easily the worst I’ve ever experienced

Really? That's the first I've heard of that! I've had a feeder and a mini DC pumpv fail me and after 2 emails I had new ones en route. Please expand on your disappointment

 

[rtparty]

Really? That's the first I've heard of that! I've had a feeder and a mini DC pumpv fail me and after 2 emails I had new ones en route. Please expand on your disappointment

If that’s the first you’ve heard, you may not have searched around enough.

Giesemann lighting, Reef Octopus skimmer, Hydros….I had issues or needed help with all of them and got little to no help

Best part is the RO skimmer has a giant paper saying DO NOT CONTACT THE VENDOR YOU BOUGHT THIS FROM! So I contacted CV for a broken part, they blamed UPS or BRS, and told me to contact them instead. The box was in perfect condition. Zero help. BRS sent me an all new skimmer since they didn’t stock parts

 

[subodhs]

Hi,
I need to make some controller changes. my power blinked off for 1 second and my 1.5 year old apex stopped working. i sent it to neptune to fix, cost 45$ to ship, tracking says they rec’d it a month ago. i haven’t even been able to confirm they have it. UPS gives a month to file a claim for lost goods and i don’t even know if it’s lost or what. Neptune either doesn’t respond at all or gives bs. their response to “do you have my apex?”, was to ask for my return number which they already have and to tell me he was off 2 days for christmas. then they never got back to me for another week now. my corals are suffering, ive have to buy backup equipment that isn’t cutting it. my question is: should i keep dealing with these people and invest in more of there products or switch to hydros or something?

I so feel your pain. I was on a similar boat a couple of months ago. I got back into the hobby after a big gap 2 years ago and chose Apex at the time. Have too much invested in the Apex systems, and my entire system refused to boot up after a power failure in the middle of a hurricane. Luckily, Neptune support sent me a replacement even though I was out of warranty, but the pain of setting up the new system told me one thing very clearly. Even if you have a backup Apex, there is no migration path. You have to set things up one by one. So, even though I have my entire system on Apex, I'd be looking to move to something else next time. Even though I have 1000s invested in Neptune. Just my opinion. I don't own a Hydros. And I'm pretty happy with my Apex system so long as it works :)

Also, just as an aside, no other controller system has a comprehensive set of everything that Apex has yet. This may change, and I'm looking forward to it to make the jump.

 

[areefer01]

Really? That's the first I've heard of that!

Every company has warts. Just because you haven't experienced or read it doesn't mean it hasn't happened.

 

[Dean]

call Neptune at number below first thing Monday and have them update you right away but today - file a claim which you can always cancel once Neptune confirms receipt of your item

T: 408-779-4090 (support)​

T: 408-779-4090 (sales)​

F: 408-762-2042​

thanks, so i went through everything now. sent it back, waited forever, they didn’t know they even had it, worked on it, sent it back, i paid for everything including 45$ to shut it certified like they recommended(still couldn’t find it). after begging them to fix it and return it they returned it, still doesn’t work, went through all the step again, still doesn’t work. so non le of my peripherals work, apex doesn’t work, i spent money to have it fixed and i still can’t use it or sell it. worst customer service anywhere for anything. imagine sending it back still broken? i have no time to be an apex repair man.

 

[vetteguy53081]

thanks, so i went through everything now. sent it back, waited forever, they didn’t know they even had it, worked on it, sent it back, i paid for everything including 45$ to shut it certified like they recommended(still couldn’t find it). after begging them to fix it and return it they returned it, still doesn’t work, went through all the step again, still doesn’t work. so non le of my peripherals work, apex doesn’t work, i spent money to have it fixed and i still can’t use it or sell it. worst customer service anywhere for anything. imagine sending it back still broken? i have no time to be an apex repair man.

Assure you have a good wifi connection. If still an issue, contact Terrence at Neptune. He will make it right

 

[areefer01]

Assure you have a good wifi connection. If still an issue, contact Terrence at Neptune. He will make it right

Unless there is a new Terrence or Terence Fugazzi came back he is no longer working there and hasn't in some time now. Be that as it may reaching out to support is always a good idea.

 

[Sisterlimonpot]

Unless there is a new Terrence or Terence Fugazzi came back he is no longer working there and hasn't in some time now. Be that as it may reaching out to support is always a good idea.

I had the same thought. Admittedly, I've stopped paying attention to aperture, but him coming back seems impossible.

I can't tell if this thread was carefully crafted to promote coralvue or if it's legitimate.

Hydros definitely hasn't aged well, but I think this is across the board with all these aging conglomerates that once dominated market share are now finding it harder to support their customers.

The days of them having the resources to say, "just replace it" seems to be over.

 

[Dean]

Yea this was a legitimate thread and I never got it working. My tank has been doing pretty well without it. I tried customer service so many times and they never solved a thing, couldn’t be bothered to at all and didn’t care that I’m left you nothing after paying over a thousand bucks and then shipping and repair costs on top of that. This company is beyond dead to me.

 

[mmorrison55]

For sure seems like hydros is the one these days that is trying to come out with new things, and Neptune seems to be content to sit back and rest on their laurels.

To me, they need an entirely new overhaul, redesign their products and improve upon their design and functionality.

For one, the Neptune trident should be completely redesigned. That front window that covers the test vial is a joke. Nothing that cost $700 should have a cover that falls off at just looking at it.