- Joined
- Mar 10, 2019
- Messages
- 2,222
- Reaction score
- 2,712
As the title says.
Below is the timeline.
I sent my @NeptunePaul Trident in for servicing on December 8th 2023. They received it on December 12th
On January 24th 2024 (well over a month after sending it in), I sent an email inquiring about the status of my trident. Neptune responded that day stating that they were waiting on parts but should be there any day. I replied the same day stating how this time period has been unacceptable and it’s pretty ludicrous that Neptune doesn’t have the parts they manufacture for their own product.
January 28, Neptune got back to me stating there is a parts shortage. And they are sorry.
On February 5th, I sent another email inquiring about my trident. My partner and I also called. They basically told us on the phone that they had no update noted in their system and they had no idea why it was taking this long.
On February 6th, I received notification that my trident was ready. I emailed and spoke with Neptune again on the phone about why it took so long and if there would be any sort of compensation.
That night I received a call from the manager stating the reason why it was taking so long is because they were moving facilities in December (from Cali to PA - so two months ago). And it just so happens that they got the parts in on February 5th (wink wink, right?) and we’re able to service it, and it was ready to be sent back once I pay. They did compensate me with a set of free reagents which I was fine with. I just wanted my trident back. I paid that night on February 6th.
On February 9th, I sent an email to Neptune asking about tracking information so I could keep an eye out for it. The customer service rep told me that it was not sent out yet; however, it would hopefully be sent by the end of the day.
It is now February 14th. I sent an email this morning. It’s been over two months since I’ve had my trident.
I still haven’t received any tracking information.
Below is the timeline.
I sent my @NeptunePaul Trident in for servicing on December 8th 2023. They received it on December 12th
On January 24th 2024 (well over a month after sending it in), I sent an email inquiring about the status of my trident. Neptune responded that day stating that they were waiting on parts but should be there any day. I replied the same day stating how this time period has been unacceptable and it’s pretty ludicrous that Neptune doesn’t have the parts they manufacture for their own product.
January 28, Neptune got back to me stating there is a parts shortage. And they are sorry.
On February 5th, I sent another email inquiring about my trident. My partner and I also called. They basically told us on the phone that they had no update noted in their system and they had no idea why it was taking this long.
On February 6th, I received notification that my trident was ready. I emailed and spoke with Neptune again on the phone about why it took so long and if there would be any sort of compensation.
That night I received a call from the manager stating the reason why it was taking so long is because they were moving facilities in December (from Cali to PA - so two months ago). And it just so happens that they got the parts in on February 5th (wink wink, right?) and we’re able to service it, and it was ready to be sent back once I pay. They did compensate me with a set of free reagents which I was fine with. I just wanted my trident back. I paid that night on February 6th.
On February 9th, I sent an email to Neptune asking about tracking information so I could keep an eye out for it. The customer service rep told me that it was not sent out yet; however, it would hopefully be sent by the end of the day.
It is now February 14th. I sent an email this morning. It’s been over two months since I’ve had my trident.
I still haven’t received any tracking information.