Turn around time from Neptune

[Yates273]

Anyone know the turn around time from Neptune to repair a product. I had to send my Trident in since it stopped working properly. I was told by Neptune from my explanation sounds like the cuvette overflowed and damaged the circuit board. I’m curious for anyone that has sent their Trident in how long did it take Neptune to reach out. I have been waiting since Sat. to here from them. I’m not complaining just curious. Tried calling but no answer.

 

[vetteguy53081]

Anyone know the turn around time from Neptune to repair a product. I had to send my Trident in since it stopped working properly. I was told by Neptune from my explanation sounds like the cuvette overflowed and damaged the circuit board. I’m curious for anyone that has sent their Trident in how long did it take Neptune to reach out. I have been waiting since Sat. to here from them. I’m not complaining just curious. Tried calling but no answer.

Mine was almost three weeks.
They are short staffed and when they get to your unit, they do 6 tests over 2 days and shipping is 4-5 days

 

[Yates273]

Ugh. Well I guess it saves me from using my reagents. Was going to do a cross ship but they sent me the quote and it was over 340.00. I reached out to them and told them something wasn’t right since I was told it was only 200 which I would have done to have another unit but I didn’t hear from them for over a day so i just decided to send mine in. Guess I will just wait. I assume they will send me an email with a quote to fix if they don’t cover the damage under warranty which just ended ?

 

[Martingale]

I did an advanced exchange and it took 4 weeks before I got confirmation that the testing was completed and they refunded me the deposit.

 

[vetteguy53081]

Ugh. Well I guess it saves me from using my reagents. Was going to do a cross ship but they sent me the quote and it was over 340.00. I reached out to them and told them something wasn’t right since I was told it was only 200 which I would have done to have another unit but I didn’t hear from them for over a day so i just decided to send mine in. Guess I will just wait. I assume they will send me an email with a quote to fix if they don’t cover the damage under warranty which just ended ?

Yes, they will send you email w/invoice

 

[Yates273]

I did an advanced exchange and it took 4 weeks before I got confirmation that the testing was completed and they refunded me the deposit.

That’s what I planned on doing but not for 340.00. They made a mistake which they acknowledged but by the time they sent me that email I already sent my unit in. Guess I will just have to wait a few more weeks. Thanks

 

[Yates273]

I feel I need to say that Neptune came through. My Trident which is no longer under warranty has been giving me issues and needed to be sent in since they came to the conclusion there was nothing they could do remotely to address the problem which they determined to be the control board.
Just got the notification today my Trident is on its way back with no charge at all. It has been about 1 month since they received, but I can’t complain about that with everything going on. The fact they honored an expired warranty speaks volumes. Thanks Neptune for coming through!