Just purchased a apex the other day and in the process of setting up fusion and updating firmware which I proceeded to do with my computer not directly connected to my router i assume i put the apex in boot loader mode. Luckily i have had a club member who has helped me through a lot of tech problems but this one for some reason was just not cooperating for me. I have entered a service ticket with neptune and had been conversing with them and went through steps they suggest to no avail. They suggested a remote session and what time i was available. I gave them a time about 2 hours from the time i sent the message and received no response till well after that time i requested stating that my appointment was for the next day at a later time than i had requested to begin with. Why ask me a time if your just going to setup your own time anyway. Sure enough their scheduled appointment time comes and no call or email from them. I wait the 15 min window after the appointment time as stated in the email they sent and emailed to see what was going on and still no answer or call from them an hour later. Why have an appointment. I switched from DA to Apex for the service and am not really seeing the benefit other than a high priced controller that i cant use now. While im not very tech savvy at all would at least expect a company to hold themselves accountable when they offer to give tech support. Really glad i have not removed my DA equipment from my tank yet as i think it will be remaining there and getting rid of Apex due to not being worth the hype. I understand this may be an isolated issue but still a bad first experience for a first time customer and prob my last experience with them.
Bad Customer Service from Apex
- Thread starter ceslane13
- Start date
ArmanS
Active member
Sorry to hear that. I've had to call for service a few times and they have been extremely busy lately which I can understand why. I had a few support issues where we had to schedule a remote access session and the techs have been with me for over an hour and never rushed me. I think if you consider the fact that most issues that require sessions take a lot of time to resolve, its difficult for them to schedule a same day remote session.
Having said that, if they scheduled an appointment and did not call or email to let you know they cannot make it then that is poor customer service. Hopefully later today or tomorrow they call to resolve the issue that you are having.
Having said that, if they scheduled an appointment and did not call or email to let you know they cannot make it then that is poor customer service. Hopefully later today or tomorrow they call to resolve the issue that you are having.
This post actually got me a call back. Unfortunately I had already left my house and was no longer by the computer so I had to reschedule for tomorrow afternoon. I will be interested to see if they actually call on time or this happens all over again
Actually got a call today from a tech right on time and he got right to work and had me up and running in about 15 mins and even walked me thru fusion to make sure I was ok using it. That is the service I heard about !!! I guess I was one of those rare people that had bad timing dealing with Neptune. They definitely corrected my problem and concerns with continuing to use their product.
slief
RC Sponsor
Great to hear.. Maybe you should have the moderators change the title of the thread. :thumbsup:
