Trident NP phosphate problems......

[sgrosenb]

thanks for the feedback all. @14 foot reef and @braaap how long after your purchase were you able to return your units? I bought mine at launch from BRS and I'd like to return it unless somehow the problem solving through Neptune works, which sounds unlikely....

 

[braaap]

thanks for the feedback all. @14 foot reef and @braaap how long after your purchase were you able to return your units? I bought mine at launch from BRS and I'd like to return it unless somehow the problem solving through Neptune works, which sounds unlikely....

Neptune wont fix it. Mine was a launch unit. Returned about 45 days in. Use your credit card protection.

 

[jon9508]

Yep. Still in limbo here. I sent the files over a week ago. Seems like they like to respond on sat. Knowing they are closed. Even tried calling today but the wait time was stupid. I would return it but I am pretty sure I am out of the window for a retufn as this was a launch trident. Maybe they will fix it.

 

[braaap]

Yep. Still in limbo here. I sent the files over a week ago. Seems like they like to respond on sat. Knowing they are closed. Even tried calling today but the wait time was stupid. I would return it but I am pretty sure I am out of the window for a retufn as this was a launch trident. Maybe they will fix it.

Credit card charge back. Most offer a 1 year warranty.

 

[petcellar]

Well.... I gave up. Phosphate levels still 0.... and nitrate levels zooming from 0 to 100 and back to zero. I wasn't getting any useful data whatsoever.

I sent Neptune the files over 10 days ago and haven't heard a whisper since.

I talked to BRS and explained the situation to them. I told them how I have reached out to Neptune without success.

They took it back no problem.

Gotta hand it to them.... that's pretty good customer service.

I know they are all owned by the same group, but still that's going the extra mile.

This wasn't a launch product though.... so I don't know if they will go back that far. However, I don't think it can hurt to ask.

I really wanted this thing to work.... I was willing to keep working on it. I'd far rather have it work than send it back....

It is what it is.

 

[sgrosenb]

Hi folks,

I had a big development in my Trident NP "journey" today (note that it did take me almost 4 weeks to get to this point). I spoke with Taylor at Neptune support via a phone call this afternoon, and the discussion was extremely helpful in understanding the issues behind my NP.

The short story is that, after looking at all of my logs and tests, Taylor determined that the issue with my NP was largely based around calibration. Apparently the calibration process post-launch has issues that Neptune is admitting to and aware of (mainly affecting phosphate readings). The biggest revelation, though, was his confirmation that these calibration issues are expected to be largely fixed in the next update. Doubly as exciting was the fact that the NP will have the ability to manually calibrate via tank water in the next update as well. The next update is expected "within the next two months". I found this to be very good news.

I talked to Taylor for 45 minutes, asking questions about accuracy, longevity, "drift" in PO4, physically damaged units, comparisons to other tests such as Hanna, etc. Taylor said that, in a few cases, there were actual physical issues, but the vast majority of accuracy issues on Trident NP's were based around the calibration problem, which (again) he felt should be noticeably improved via the next update.

The proof will be in the pudding, but I am cautiously optimistic. I asked if they could supply me with a 2-month reagent kit given that I feel as though I wasted that amount in inaccurate readings, and they said yes. They also said that if I was not happy with the readings of the NP after the update, they would ship me a brand new unit. They did not go as far as to say that they would refund me, but I did not ask that, so I'm not sure where they would come out on that.

I would encourage anyone with issues (who is still hopeful the unit can live up to expectations) to reach out to Neptune support and try and get a phone call with Taylor; he certainly changed my mind (for now) on the prospects and potential of the unit.

 

[areefer01]

Neptune released a video about a month ago that talks about a firmware update that they are finishing up testing with. Among a few other things. 7 or 8 minute marker give or take.

 

[sgrosenb]

That's great news - I wasn't aware until speaking with Neptune. I'm really hopeful that the NP is able to live up to expectations... Sounds like we will find out in the coming months.

 

[backbayreef]

Until then, they got many potential customers like me who are just sitting out in the parking lot, waiting until all the bugs are eradicated. ;)

 

[jon9508]

I had good news aswell. On Monday they had me do a factory reset. Then a reboot. Followed up by a calibration. When calibrating I was told to remove the filter and clean the hose really good. Once it was done don't touch the machine for a few days( no manual test. Just let it run like normal) on the second day it started reading again. Seems to be right in line with my manual tests. Of course they wanted me to send the logs again. Maybe it's fixed for a bit. I know i wont be calibrating it again until the update.

 

[Cranie]

Right now mine is sitting on a shelf waiting to either hit the trash barrel or be put back in service. It's up to Neptune at this point.

 

[Travis Wagner]

New update with some calibration options is out today.

 

[Rshahnyc]

Just calibrated off my tank water let’s see how it goes.

When I first hit it there was a message saying needs cleaning but it seems to have gone away.

Phos 0.12 and nitrate 8 (added reef rounds today lol)

Let’s see what the test will run at post calibration tomorrow.

 

[petcellar]

My apex downloaded the update too! I'm a little sad I already bailed out.

Hoping this fixes some of these problems!!

 

[buruskeee]

So the new update has made it reliable? I still haven’t opened my NP box and setup the unit lol.

 

[petcellar]

So the new update has made it reliable? I still haven’t opened my NP box and setup the unit lol.

That's the million dollar question.

I hope so.

 

[Jesse Sunday]

That's the million dollar question.

I hope so.

Well, updating the firmware certianly had an effect... See the swing in readings afterward. (and this was about halfway through the reagents, so nothing has changed except the firmware)

I'm going to reset, calibrate and see what I get today...

 

[buruskeee]

Well, updating the firmware certianly had an effect... See the swing in readings afterward. (and this was about halfway through the reagents, so nothing has changed except the firmware)

I'm going to reset, calibrate and see what I get today...

So does the new values align more with reality or more off?

 

[Jesse Sunday]

So does the new values align more with reality or more off?

Thank you for reminding me to follow-up. :)

I tested P04 last night with my Hanna and it seems in line with the Trident. (T: .71 and H: .69)

I didn't get a chance to test the N03 and that's where the firmware really seemed to show the greatest variance. I'll try to do that tonight.

 

[Jesse Sunday]

Well, mine seemed OK until today... then decided to do this: