Stay away from Neptune Systems.

[glavaron]

While I will try and keep this short and I am sure many people will agree with me but this company sucks!! I will never in my life purchase anything else branded or associated with Neptune Systems. I currently own Neptune Apex Gold and DOS pump and DDR. I recently realized that the dosing pump was not working and dosing my 2 part.

I eventually contacted Neptune once I was not able to fix it myself. My first attempt to contact them was via phone but I was quickly met with no answer and a recording. I then submitted an online ticket. Hours later I received a response wanting my receipt to prove I bought the 499.99 piece of junk dosing pump. I had purchased the pump and dosing container locally so I had a little trouble finding a receipt. In order to streamline getting the dosing pump back up and running I attempted to buy a new power supply. They were quick to send me a link on how to purchase a new power supply at the cost of 49.99 plus 15.00 in shipping.

While refusing to pay 65.00 for a power supply I was able to eventually find the purchase and get a receipt. Over numerous days emails were exchanged because you can never speak to anyone on the phone. Eventually, they agreed to send me a replacement power supply even thought my power supply was putting out the correct voltage. Well today the power supply came in and it did not fix anything.

I called Neptune to find out how to get a replacement DOS. To my surprise I was able to speak with someone on the phone. During the phone conversation he asked me if I understood what he said like I am some uneducated fool. Long story short they want me to pay to send them back their broken piece of junk dosing pump for them to fix and then send back to me via ground from California to Florida. I am going to send them their junk back to fix and then I am selling all of their junk. I will go with a more reputable company like GHL from here on out.

I hope this posts helps others make a decision to stay away from Neptune Systems.

 

[Bob Escher]

All I can say is WOW. And I'm not trying to blast you at all but how long have you had it? And how many other issues have you had that you had problems with,

I have had my gold two years now. Had some issue with configuring and it was a 6 hour wait for a email to arrange them to come into the system. Real quick
Last month I bought a new/used display from someone because I was a dumb butt and accidentally cut my wire ( caught between the door and cabinet) I installed it and it didn't work
Emailed them and witching 5 hours had a response giving me options to check for. I reported back that they didn't work. This was late on wednesday. They made appointment for Friday morning to remote in.
They did I had updated my "brain" software not knowing the display needed to be upgraded as well
They did that as I sat there and watched real quick
I would give them a chance. They are great and I wished I had the money to buy all their producys that I could use but got to save up

They are a great company and did you contact them to complain about the service rather than posting your complaint here?
Thank you for your thoughts

 

[glavaron]

I would love to give them a chance but they have had two weeks of going back and forth and I still am without my dosing pump. I have had the Apex for almost a year and have had a few problems but nothing drastic. However, even with those problems I had a very tough time talking to a live person until I pushed the button to talk to someone in sales.

With all of that being said I just had to pay 57 dollars to send the DOS back to them. Of course, they are not going to reimburse me for this added cost. When speaking to someone on the phone today I asked if they could send me a new pump and then this one could be returned. Of course, they refused because a new pump is 299 and they basically feel like I could rip them off.

Well unfortunately for me I am now out 299 while I send them my pump. They could have at least took my credit card number in the event I didn't return the broken DOS. For the money I paid to send it back to them they still won't get until Tuesday. Once they repair they will send back to me using ground shipping for free. That will take a week to get back from California to Florida. Anything faster I am responsible for paying.

Like I said I don't need them to do anything for me now. I plan on selling the whole system once I get the DOS back. I will be switching to a Profilux very soon.

 

[glavaron]

No it's not fault about the receipt. However, why can you not register your product when you buy it and provide proof of purchase? Who keeps receipts for up to one year? This is 2017, where most companies allow you to register your product at time of purchase.

Either way it sounds like you are a die hard Neptune customer. Have you owned a GHL product or utilized their warrant process? If not, I will take my chances with them. It cannot be worse than Neptune. I have owned Neptune and ran into the same problem both times I had to contact them.

Not trying to be rude but if you haven't dealt with GHL personally then your opinion isn't valuable to me. This post was simply made to warn others of the experiences I have had with Neptune and their products. Quite honestly I have read numerous bad reviews on the DOS since purchasing mine. The only reason I bought it was to stay with the same product line of what I have. Does it seem normal for a 300 dollar dosing pump to completely die 6 months after purchasing? Not just one motor but the entire thing? I don't think so.

Good day, and I hope you enjoy your Neptune products and do not have to experience my side of them.

 

[d2mini]

Not their fault you lost your receipt. And good luck trying to get ghl to fix anything unde warranty. Plenty of stories about that

Like where?
Just trying to find a thread on needing a ghl repair is hard, let alone one where they are refusing to repair something still under warranty.

And the OP found his receipt so that was a non-issue.

 

[ebushrow]

I would suggest posting this in the vendor feedback forum as well.

 

[glavaron]

Well what issues did you have? What were the problems you had getting them repaired/replaced?

 

[glavaron]

I would suggest posting this in the vendor feedback forum as well.

It has been posted there too.

 

[Macdaddynick1]

Honestly, no offense but it sounds like you're over reacting. They're not always fastest to reply but they are helpful . They do have issues with their new software that's true. It might have been a software issue, I hope you restored your apex and made sure that that wasn't the issue. I've had D.C.8ths go off on me completely after a power outrage, the whole apex needed to be restore for that, it's pretty easy to do. Another problem in your situation is the receipt, if you got your system from someone local with 10% discount. I don't think Neptune covers warranty on those, and I think that's the risk you're taking when you get it from someone w/o receipt. Otherwise I think they have 1yr warranty on their products, if I'm not wrong. Good luck with this whole thing, I know it can be pretty frustrating, just dose by hand these few days, and your corals should be fine.

 

[ebushrow]

Honestly, no offense but it sounds like you're over reacting. They're not always fastest to reply but they are helpful . They do have issues with their new software that's true. It might have been a software issue, I hope you restored your apex and made sure that that wasn't the issue. I've had D.C.8ths go off on me completely after a power outrage, the whole apex needed to be restore for that, it's pretty easy to do. Another problem in your situation is the receipt, if you got your system from someone local with 10% discount. I don't think Neptune covers warranty on those, and I think that's the risk you're taking when you get it from someone w/o receipt. Otherwise I think they have 1yr warranty on their products, if I'm not wrong. Good luck with this whole thing, I know it can be pretty frustrating, just dose by hand these few days, and your corals should be fine.

Please read the post...he found the receipt....do you think they would be fixing it if he had not?

 

[glavaron]

Honestly, no offense but it sounds like you're over reacting. They're not always fastest to reply but they are helpful . They do have issues with their new software that's true. It might have been a software issue, I hope you restored your apex and made sure that that wasn't the issue. I've had D.C.8ths go off on me completely after a power outrage, the whole apex needed to be restore for that, it's pretty easy to do. Another problem in your situation is the receipt, if you got your system from someone local with 10% discount. I don't think Neptune covers warranty on those, and I think that's the risk you're taking when you get it from someone w/o receipt. Otherwise I think they have 1yr warranty on their products, if I'm not wrong. Good luck with this whole thing, I know it can be pretty frustrating, just dose by hand these few days, and your corals should be fine.

I have the receipt and so do they!!!! If I wanted to dose by hand then I wouldn't have bought a 500.00 dosing setup. Of course I can but the point is when you have all of their equipment they should quickly get their products fixed under warranty. Plus a couple of days is an understatement when I won't have the pump back for at least 1.5-2 weeks plus the other two weeks it has been down. I personally feel like slow customer service and nonexistent phone support is something you can't have when selling $900+ tank controllers. This is also the first time I have had to pay to return a defective product. Most companies send you prepaid shipping labels when they find a product is defective and under warrant. Not this company they just sucked 60 more dollars out of pocket.

 

[glavaron]

Please read the post...he found the receipt....do you think they would be fixing it if he had not?

Heck no they wouldn't. They wanted me to buy the power supply for 65 dollars until I found the receipt.

 

[deaclauderdale]

Well this escalated quickly.

 

[Hack]

Ummmm...ya.

Sorry, but something is just not passing the sniff test here. You attempted to buy a new power supply because you wanted to get back up and running, and after you found your receipt, they send you one under warranty. But then you were upset because it did not fix the issue? Sorry, but somethings just not adding up here. There has to be more to this story...

 

[glavaron]

Ummmm...ya.

Sorry, but something is just not passing the sniff test here. You attempted to buy a new power supply because you wanted to get back up and running, and after you found your receipt, they send you one under warranty. But then you were upset because it did not fix the issue? Sorry, but somethings just not adding up here. There has to be more to this story...

It isn't that difficult of a story. I purchased the DOS and DDR from my LFS on June 28, 2016. It has been up and running until it quit. I didn't have receipt but contacted Neptune to fix. During which time it was diagnosed as the power supply. In order to get a new one under warranty they needed a copy of my receipt. I had to go through all my credit card purchases to find the date so the LFS could provide me a copy. Initially, I asked Neptune about buying a replacement. They sent me the link which showed it to be 49.99 plus 15.00 in shipping. I wasn't paying 65 bucks for a power supply so I found the receipt and provided it to them.

Two weeks later they finally agreed that it was the power supply and sent me a new one. I got it in the mail today and it did not fix the issue. Therefore, I now have had to send the DOS unit to them for "repair". This shipping cost me 67 dollars. I don't understand what seems fishy here. It's a relatively simple process to comprehend.

I didn't come here to see if I could make up a story about poor customer service. Nor did I write this to see if you or anyone else felt like I do about the situation. I simply wrote it to inform those who may be in the market for a tank controller or dosing pump to hear my experience. Personally, there is nothing that Neptune could do now to keep my business. As soon as the DOS unit is returned in working order to me it will be sold along with the DDR and Apex.

 

[cobraz]

Maybe this will help or not..I had a similar issue my DOS stopped and after talking to a tech which got back to me next day ..it was the DDR cable that went bad. I sent it out and they fixed it had it back in a week. Communication is the key..and working with one of their techs...I agree they should be able to answer the phone for support based on their sales..but as long as they get back to you with in 24 hours...that's acceptable for me.

 

[txreefer]

It isn't that difficult of a story. I purchased the DOS and DDR from my LFS on June 28, 2016. It has been up and running until it quit. I didn't have receipt but contacted Neptune to fix. During which time it was diagnosed as the power supply. In order to get a new one under warranty they needed a copy of my receipt. I had to go through all my credit card purchases to find the date so the LFS could provide me a copy. Initially, I asked Neptune about buying a replacement. They sent me the link which showed it to be 49.99 plus 15.00 in shipping. I wasn't paying 65 bucks for a power supply so I found the receipt and provided it to them.

Two weeks later they finally agreed that it was the power supply and sent me a new one. I got it in the mail today and it did not fix the issue. Therefore, I now have had to send the DOS unit to them for "repair". This shipping cost me 67 dollars. I don't understand what seems fishy here. It's a relatively simple process to comprehend.

I didn't come here to see if I could make up a story about poor customer service. Nor did I write this to see if you or anyone else felt like I do about the situation. I simply wrote it to inform those who may be in the market for a tank controller or dosing pump to hear my experience. Personally, there is nothing that Neptune could do now to keep my business. As soon as the DOS unit is returned in working order to me it will be sold along with the DDR and Apex.

Do you have the 2016 apex? If so pm when you are ready to sell it. I'll take it off your hands :)

 

[glavaron]

Do you have the 2016 apex? If so pm when you are ready to sell it. I'll take it off your hands :)

I don't have the newest model. I bought mine just before they released the new model.

 

[glavaron]

Maybe this will help or not..I had a similar issue my DOS stopped and after talking to a tech which got back to me next day ..it was the DDR cable that went bad. I sent it out and they fixed it had it back in a week. Communication is the key..and working with one of their techs...I agree they should be able to answer the phone for support based on their sales..but as long as they get back to you with in 24 hours...that's acceptable for me.

Via email they had me try a new aquabus cable but that didn't solve the issue either. They made no mention of trying to test the DDR cable.

 

[Sabellafella]

While I will try and keep this short and I am sure many people will agree with me but this company sucks!! I will never in my life purchase anything else branded or associated with Neptune Systems. I currently own Neptune Apex Gold and DOS pump and DDR. I recently realized that the dosing pump was not working and dosing my 2 part.

I eventually contacted Neptune once I was not able to fix it myself. My first attempt to contact them was via phone but I was quickly met with no answer and a recording. I then submitted an online ticket. Hours later I received a response wanting my receipt to prove I bought the 499.99 piece of junk dosing pump. I had purchased the pump and dosing container locally so I had a little trouble finding a receipt. In order to streamline getting the dosing pump back up and running I attempted to buy a new power supply. They were quick to send me a link on how to purchase a new power supply at the cost of 49.99 plus 15.00 in shipping.

While refusing to pay 65.00 for a power supply I was able to eventually find the purchase and get a receipt. Over numerous days emails were exchanged because you can never speak to anyone on the phone. Eventually, they agreed to send me a replacement power supply even thought my power supply was putting out the correct voltage. Well today the power supply came in and it did not fix anything.

I called Neptune to find out how to get a replacement DOS. To my surprise I was able to speak with someone on the phone. During the phone conversation he asked me if I understood what he said like I am some uneducated fool. Long story short they want me to pay to send them back their broken piece of junk dosing pump for them to fix and then send back to me via ground from California to Florida. I am going to send them their junk back to fix and then I am selling all of their junk. I will go with a more reputable company like GHL from here on out.

I hope this posts helps others make a decision to stay away from Neptune Systems.

Why wasnt the pump working? How is it not working, maybe i can help