Angry!

[westernreef]

I have used Neptune products dating back 7 or 8 yrs (3 different iterations of their controllers) They have all been expensive but useful. However, whenever I have had to interact with them, their attitude has been less than optimal. I agree, I am made to feel I am being a bother for asking questions. Well, considering how much money we all are making for that company, we should receive better customer care.

 

[zsqure]

Mikey.... We are a few of the thousands that have this controller. As a former employee of an electronics subcontractor, I can tell you that when there is a component failure in an assembly all he!! breaks loose. Incoming, repair, testing, are all flooded with product that needs attention. I had this problem weeks after I bought mine, E-mailed them and was told send it back with this number on it and it would be two weeks. They are working feverishly to correct the problem on their dime. They will take care of you and they do not have to nor do they have the time to hold your hand.

 

[jcw]

They will take care of you and they do not have to nor do they have the time to hold your hand.

:rolleye1: On a 2 month old system? Really? :rolleye1:

remind me not to buy anything that neptune (or anyone with that attitude) sells.

 

[djkms]

Here is my guess and this is just a guess. Neptune is a one man shop, Curt. I bet he designs the boards, equipment and has a 3rd party manufacture them. So not only does he design, he troubleshoots, repairs, replaces, answers emails, basically does everything.

I think this model works for smaller companies with a limited product but Neptune is bigger than that IMO. He needs help especially with customers who are dumping upwards of $1,000 or more into his product.

I am a firm believer that as a consumer we should get what we pay for and that includes customer service. Granted Curt has helped me get through every issue I have had with Neptune and I myself made a thread like this showing my anger towards the product/company and apologized for it. However it seems like anytime something goes wrong I am made to feel that I am putting him out somehow. Its either he is overwhelmed with helping us (which he could solve by hiring more help) or just plain lacks people skills. All IMO of course.

Edit:
One last thing I want to state. Does the company have to pay for shipping if something goes wrong, no. Does the company have to baby us or hold our hand, no. I will say this though the company who does will have a customer for life. People remember those who take care of them and more importantly people remember those who dont. I guarantee you that if YOU felt that you where not properly treated or taken care of as soon as another competitor comes around you will be considering their product. Ultimately those companies who do not take good care of their customers are only hurting themselves. I think it is wise for any company to pay shipping to send back a defective product. I would guess there is a 95% chance that it is not the customers fault that the product is defective and in the mind of the customer it is penalizing them for something that is not their fault. I guarantee that $5-$10 it would cost Neptune to pay for shipping barely dents their profit margin. I had a computer company who not only paid shipping both ways but sent out a loner while my defective part was being fixed and guess what, I am a customer for life with them now.

 

[Orcrone]

Figured I'd chime in. I don't have an issue with paying for shipping for an item that breaks during the warranty period. That's not unusual. However, if the item arrives with issues straight from the factory then I don't think the consumer should bare any cost. It's not unreasonable to expect the item to at least arrive in fully operational condition.

I have conversed with Curt several times regarding issues. I do have to admit I didn't get any 'warm and fuzzy feelings' from him. But the fact that he responded to my issues on the weekend more than offsets that. With most companies I would have been waiting until Monday morning to speak to someone.

 

[djkms]

I have conversed with Curt several times regarding issues. I do have to admit I didn't get any 'warm and fuzzy feelings' from him. But the fact that he responded to my issues on the weekend more than offsets that. With most companies I would have been waiting until Monday morning to speak to someone.

This I do agree with, he is very good at answering questions at odd times and on the weekends. Maybe he should just put a at the end of his sentences :lol2:

 

[kurt_n]

...Well, considering how much money we all are making for that company, we should receive better customer care.

I think this is the main problem... everyone assumes there is a huge profit margin being made. I have no insight into how Neptune is run, but based on my experience with low-volume, niche market stuff I seriously doubt money is being made hand-over-fist. You have to remember, there are not a ton of these things being sold.

I agree with what is being said... better customer service is always a good thing. But it sounds like many think they are entitled to awesome customer service because of the perceived wads 'o cash that are being generated.

 

[davidtsx]

Figured I'd chime in. I don't have an issue with paying for shipping for an item that breaks during the warranty period. That's not unusual. However, if the item arrives with issues straight from the factory then I don't think the consumer should bare any cost. It's not unreasonable to expect the item to at least arrive in fully operational condition.

I fully agree with this statement. I experenced what I thought to be bad service from Eco Marine and got burnt from it on this forum. I bought a new vortech that didn't work and ended up paying for a new one to be shipped to me. I did get the refund and personally don't care, but it did make me mad that I was put out additional money for something that didn't work.

As far as Curt goes I've had good customer service from him. I had a display back light issue. I sent him a email and he responded in a rather long email I thought. Pretty nice email too. When I sent him my display he did not email me when he got it, but by the time I emailed him it was on my front door. So basicly I have better customer service with him than other companies. But I can understand your frustration though. When you pay good money you want to know what happened and where it is.

 

[westernreef]

I think this is the main problem... everyone assumes there is a huge profit margin being made. I have no insight into how Neptune is run, but based on my experience with low-volume, niche market stuff I seriously doubt money is being made hand-over-fist. You have to remember, there are not a ton of these things being sold.

I agree with what is being said... better customer service is always a good thing. But it sounds like many think they are entitled to awesome customer service because of the perceived wads 'o cash that are being generated.

I disagree. The main problem is that these are very expensive items. Whether the company makes or doesn't make a profit, it has a responsibility to its customers. That extends to the post purchase period ie customer service. It is possible that Neptune needs to hire more people to provide this required service, and this will cut its profit margin. However, that is not its customers problem. I echo a previous comment. Ultimately, the buyers recourse is to choose from another company if they feel their service (quality/reliability of their product, and/or customer care) are subpar.

I for one would be open to trying some other company if one were to provide the same level of functionality. Having said that, i have chosen to stay with Neptune because i have not found one yet that fits the bill.

 

[danil]

I would like to say I dont think Neptune products are expensive. Please show me same type devices/functionality combo I can buy cheaper and get the same result out of it. With right approach you can even save some time and money by replacing all those timers, pilots, stand along prob/controllers, test kits etc. and for "extra" you got tons of neat functions. So if Neptune can improve customer service and product quality (i have issue with) by charging more - I'll go for it.

Danil

 

[mikeyj28]

first off dont ever talk to me like im 5 years old and talk to me about holding my hand....the fact that im complaining about and you can see from others is of a customer service issue. If there in fact was a "bad batch" then that company should say so, I would have been understanding. All I was asking for was a little communication.

Mikey.... We are a few of the thousands that have this controller. As a former employee of an electronics subcontractor, I can tell you that when there is a component failure in an assembly all he!! breaks loose. Incoming, repair, testing, are all flooded with product that needs attention. I had this problem weeks after I bought mine, E-mailed them and was told send it back with this number on it and it would be two weeks. They are working feverishly to correct the problem on their dime. They will take care of you and they do not have to nor do they have the time to hold your hand.

 

[kurt_n]

...
I for one would be open to trying some other company if one were to provide the same level of functionality. Having said that, i have chosen to stay with Neptune because i have not found one yet that fits the bill.

Bingo! It's all about compromises. I'd bet that if there *was* a company that could do it all, for a reasonable amount of money, all the companies making this stuff would take note and have to adjust their business practices to stay afloat. But until then... it's a juggling game.

I would've purchased a controller a year earlier than I did if I thought any of the companies out there were "top notch". But I stalled for so long trying to figure out what potential issues I wanted to wrestle. With that said though, I'm 99% satisified with my Apex. (Amps are a little not right, but I don't really care about that.) The one time I emailed support about an issue (on a weekend, at night) I received a response and followup within hours. THAT... regardless of the perceived tone of the response, is support from a company that cares, in my opinion.

 

[reefkeeps]

I would like to say I dont think Neptune products are expensive. Please show me same type devices/functionality combo I can buy cheaper and get the same result out of it. With right approach you can even save some time and money by replacing all those timers, pilots, stand along prob/controllers, test kits etc. and for "extra" you got tons of neat functions. So if Neptune can improve customer service and product quality (i have issue with) by charging more - I'll go for it.

Danil

Neptune is far from expensive, other more highly priced options do exist, I'm evaluating one of them right now, currently I have two controllers in place, I'm not completely satisfied with either of them but the APEX is a much, much, much better price point...

At the end of the day it's what you want, I want 100% reliability, full web access and control, and fantastic service, I'll pay more that, not found it yet.