Angry!

M

mikeyj28

New member
So today I get up and i walk past my tank and did a double take....my lights are not on...HMMM? so im thinking it must be the bulb..Nope, so i decide to check the contoller and realize that the skimmer is not on, the heater is not on, the vortech is not on....then i realize that the display is frozen at at 9am and i cannot access it then i look at the base controller and it shows no status so naturally i unplug it and wait a few seconds and plug it back in....NOTHING So here i am trouble shooting this controller and I cannot figure out what is going on. I unplugged everything and still nothing. Well I guess tomorrow I will be calling Neptune systems because i just got this on January 14th and maybe I will have to return it or maybe I can get some answers on how to fix it.
Has anyone else had any issues with their controllers? If so what was it and how did you fix it


Well sorry I for the rant :furious:
 
Has anyone else had any issues with their controllers?
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LOL. That's kind of the whole purpose of this forum!

When you plug your controller in, what is the controller status light doing - off, blinking yellow, blinking green, solid green? Same with your EB8.

Have you tried to reload your firmware?
 
Lepers said:
+1 Same thing happened to me, had to send in for repair.
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and how was that experience? First I sent an email to ask what the process was to send the module back...not a big request of course but I felt though I was expected to know what to do and how to handle this. this is what I get back and almost all of our conversations were like this.....What do you need from me to get this fixed?.....reciept, and serial number, and here is a number you need to put on a box......(this was the best conversation). Next I send it off and then hear nothing. Next thing i know after i asked if the unit was received, I get "it was fixed and sent back".....okay....so whats wrong with it?..............voltage regulator was fried......okay....um thanks for the update and info. *** happened to customer service? I mean come on I paid good money for this system and thats the treatment I get?
 
mikeyj28 said:
and how was that experience? First I sent an email to ask what the process was to send the module back...not a big request of course but I felt though I was expected to know what to do and how to handle this. this is what I get back and almost all of our conversations were like this.....What do you need from me to get this fixed?.....reciept, and serial number, and here is a number you need to put on a box......(this was the best conversation). Next I send it off and then hear nothing. Next thing i know after i asked if the unit was received, I get "it was fixed and sent back".....okay....so whats wrong with it?..............voltage regulator was fried......okay....um thanks for the update and info. *** happened to customer service? I mean come on I paid good money for this system and thats the treatment I get?
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Well I kind of feel the same about their customer relations.
I recently purchased a new WXM module.Out of the box it would not be recognized by base unit.After a lengthy trouble shooting session with Neptune via phone and telnet,said it had to be sent in.I had to pay shipping(again).I called a week later to get an update and got the same response as you.
Didn't even get a sorry for the inconvenience. And to top it off it took another week to get back.
 
Customer service is the reason why I've made the decision to sell my RKE setup. A "sorry for the inconvenience" would have gone a long way and I would still very likely be a customer with them, despite issues I had with the unit. I also think it's wrong to pay for shipping when an item is still under warranty. These forums are great for the exchange of information and troubleshooting but at it shouldn't be an excuse for these companies to get cheap on customer service. Just my .02
 
If you check around very few companies pay for return shipping for warranty repair (I've even run into companies that charge shipping to return the item). If you want this kind of service you are more likely to find it by making the purchase through your local reef store but the difference in price you will pay will more than likely be greater than you paying for shipping for a warranty repair.

Even still; Neptune is much better (IMO) than most others and suprisingly easy to get replies to problems quickly; often even late into the evening and on weekends.
 
The issue of paying for shipping is not really the issue it's the fact that what Tortuga and fio are saying is that a little communication would have been nice. Like an email saying "hey we got your unit and after looking at it we noticed....." that would have been great not the feeling that we are bothering you with our emails and please do not contact me about it anymore, because this is basically how I felt about the entire process.
 
mikeyj28 said:
The issue of paying for shipping is not really the issue it's the fact that what Tortuga and fio are saying is that a little communication would have been nice. Like an email saying "hey we got your unit and after looking at it we noticed....." that would have been great not the feeling that we are bothering you with our emails and please do not contact me about it anymore, because this is basically how I felt about the entire process.
Click to expand...


I do not work for nor represent Neptune so please don't take what I say as coming from Neptune.
 
mikeyj28 said:
.... and please do not contact me about it anymore, because this is basically how I felt about the entire process.
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You shouldn't get angry at the people replying to your post. It's a forum. You posted your issue so you will always get people that agree and disagree with your post. Shouldn't take it personal.
 
I think you misread what he was saying. I think he was saying that's what he felt Neptune's attitude was and that was how he felt about the entire return/repair process.
 
Tortuga78 said:
You shouldn't get angry at the people replying to your post. It's a forum. You posted your issue so you will always get people that agree and disagree with your post. Shouldn't take it personal.
Click to expand...

im not disagreeing. I was actually agreeing with what you said
 
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