should i ditch neptune?

[Dean]

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?

 

[vetteguy53081]

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?

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​

 

[Dean]

ok thanks. I’ve never had a company ignore me like this before. i was planning on adding a few more of their products but i just can’t now

 

[exnisstech]

ok thanks. I’ve never had a company ignore me like this before. i was planning on adding a few more of their products but i just can’t now

Service after the sale is very important with the equipment we use. I have no experience but have read a lot of complaints about neptune which seems to have started after the merger so not surprising IMO

 

[SpyC]

I would switch. The lack of good support when I needed help was a driving factor for my switch. The Hydros support team is very responsive to all of my tickets and questions.

 

[exnisstech]

I would switch. The lack of good support when I needed help was a driving factor for my switch. The Hydros support team is very responsive to all of my tickets and questions.

Hydros will get my money if I ever talk myself into a controller. Their presence here is a big plus for me. I was asking about running vortechs on a wave and Conner stepped in and explained the entire process and let me know that while I could do it it really wasn't the best idea. He could have tried to steer me to make a purchase but didn't. That means a lot to me.

 

[dbroncos]

Hydros all the way. I have the Launch and it’s great. Switched from Neptune.

 

[iron_mike_gt]

Not to hijack this thread, but I'm at the end of my rope with Neptune. They've gotten a lot of my money over the years, and when everything works, it's great. However, I had a DOS that was 6 years old and had already been repaired once. One of the drives started acting up and I said screw it, it's Christmas, I'll just buy myself a replacement. So it arrived, I just unboxed it, followed the directions, and boom - complete failure. It actually takes my energy bar offline.

The bad thing at this point is that I'd be replacing a crap ton -- the controller, Trident, 2x DOS. This is super frustrating / disappointing. I just want to enjoy my tank, not have a science fair experiment of shoddy electronics to constantly troubleshoot.

 

[BryanM]

I will slowly be replacing my Neptune stuff with hydros. Their support is fantastic.

 

[Sisterlimonpot]

Funny how this thread turned into a pro hydros thread.

I don't know if this experience would warrant an entire change in platform. Not to defend neptune, I think that sort of service (or lack there of) is unacceptable.

@Dean I've ran into the same issue a few times with the EB832s. Power would go out and upon restart the 12v power supply unit would fry.

Ive never sent them in, and that's when this site becomes helpful. There are a few threads documenting how to repair it. Of course that's not in everyone's wheelhouse...

 

[Silexx]

i have a x3 on the way and planning on getting a x10 for alk testing with the iv pro, so ORP , Salinity, and a ph probe spot with it i think it will work out. i wanna get the power bar eventually but i got the starter x3 kit so it came with a 4 outlet wifi strip, ill just throw the backup heater and Ranco on it to use for now. i love the look of hydros.

 

[Tamberav]

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?

If you stay with Apex, Next time ship it to the member here that fixes them… he charges a fair amount and commutation was good.

FixReef – Reef Electronics Repair Service

www.fixreef.com

 

[Dean]

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

 

[rtparty]

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

 

[areefer01]

Funny how this thread turned into a pro hydros thread.

It always does. Pro A or pro B just depends on how it starts.

Ignoring controller brand one uses I would recommend placing the controller on some form of surge protector or battery backup to protect against those outages and/or surges. Likewise with major appliances, tv, or audio equipment.

I have to say that I've personally never had challenges reaching Neptune support or getting tickets resolved. Had one this past week asking about a cross shipment that I didn't get an update on. Created a ticket and got a response within 24 hours.

Doesn't mean issues do not happen though.

 

[gregrock68]

Hydros all the way. I have the Launch and it’s great. Switched from Neptune.

I just purchased the launch. Really looking forward to using it. Hopefully the maven, when it arrives will be another great addition

 

[DJF]

Hello didn’t read any posts, subject was enough… yes

 

[areefer01]

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

I have the wave engine LE. It was pretty wonky to setup and get running. I will say that CV support was just as fast as I've received from Neptune. I wanted to try it out as it would allow me to use an older Maxspect Gyre XF280 along with a Icecap 4k. I emailed them asking for help and got a reply within 24 hours. Got me up and running. I also recently took it off line and wanted to remove my information from it so I could give it to a fellow reefer. Again I got a quick reply with a link on how to do so. Never once asked me why which was nice.

I will also say that I had a negative experience with them as well but everyone has bad days I guess.

 

[Topekoms]

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

Then buy the new one let them repair that one and keep it as a backup

 

[rtparty]

I have the wave engine LE. It was pretty wonky to setup and get running. I will say that CV support was just as fast as I've received from Neptune. I wanted to try it out as it would allow me to use an older Maxspect Gyre XF280 along with a Icecap 4k. I emailed them asking for help and got a reply within 24 hours. Got me up and running. I also recently took it off line and wanted to remove my information from it so I could give it to a fellow reefer. Again I got a quick reply with a link on how to do so. Never once asked me why which was nice.

I will also say that I had a negative experience with them as well but everyone has bad days I guess.

If I share my story, CV sends their minions after me so I quit sharing it.

I’m actually running my current tank with no controller and my upgrade will have no controller. It’s actually quite relieving to ditch them all and just buy stand alone, reliable, trustworthy equipment.