DC8 Recall Notice - DC8 Customers please read

[clp]

Today we are announcing a recall of some of the DC8s. Following is the letter that is being sent to all known customers which own a DC8 that may have this potential fault. If you own a DC8 with a serial number in the range DC81000 to DC81633, then follow the instructions below. Here is a copy of the letter being sent out:

Dear Valued Customer:

We thank you for your support of Neptune Systems and your recent purchase of a Direct Connect 8 (ââ"šÂ¬Ã…"œDC8ââ"šÂ¬Ã‚) electronically controlled powerstrip for use with Neptune Systems aquarium controllers.

It has come to our attention that some of the DC8ââ"šÂ¬Ã¢"žÂ¢s metal enclosure has an inadequate electrical ground. This grounding fault may result in an electrical shock. We investigated this matter immediately upon receiving notice of this condition, and have instituted a safety recall program in cooperation with the U.S. Consumer Product Safety Commission. There have been no reported incidents of electrical shocks among the approximately three hundred DC8 units sold to date. As a precautionary measure we are offering an exchange program for all current owners of a DC8.

If your DC8 has a serial number between DC81000 and DC81633, please stop using it and fill out the online form at www.neptunesys.com/recall. We will then send you a replacement DC8. With the replacement DC8 we have included a prepaid return shipment label so that you can easily return the old DC8. For those that do not have internet access you may contact us at 866-214-8728 to arrange for a replacement DC8.

We are very sorry for any inconvenience to you and we appreciate your cooperation. Your safety and satisfaction are the number one concerns of Neptune Systems.

Curt

 

[Double-J]

link doesn't seem to work

 

[kbecker]

try this link instead. There is a period inbedded in that one above.. which you need to take out.

http://www.neptunesys.com/recall.htm

 

[docjay]

I can't get the online form to work. I live in Canada and it won't work unless I specify a State. Also, why does it want our credit card info if this is a recall?
Curt, do you have a way international customers can deal with this recall?
Thanks,
Jay

 

[dhoch]

I tried looking at mine last night... Where is the serial number?

Thanks,

Dave

 

[docjay]

My serial number is on the bottom of the unit on the sticker.

Jay

 

[WIKI2ECHO]

KBECKER'S Link works!!

KBECKER'S Link works!!

was real lucky.......I have 2 units that have to go back. Bought them in Sept. from PA when they had their promotion for AC Jr's.

Bill

 

[clp]

docjay,
Please call on Tuesday, and we can setup the exchange. We require a credit card to ensure that we get a DC8 back. Unfortunately, if we didn't have any form of security deposit, we'd get very few DC8s back. The idea is to get these old DC8s out of consumers hands.
If you don't want to give a credit card, please call, and we'll issue an RMA and you can return the DC8 first, and then we'll send you a replacement.

Curt

 

[docjay]

Will do Curt.

Thanks!

Jay

 

[bpotter1956]

Recall

Recall

I just received one from Champion Lighting on the 30th. It is mounted up under the tank and would be a little problem to remove easily. What is your guess that this one has a problem .... they didn't have any in stock so they had to have received it from you recently.

 

[metamorphis]

Request submitted. I hope this goes as smooth as it seems.

 

[clp]

I can't answer definitely unless I know the serial number. If it is a recent purchase then it shouldedn't be included in the recall.

Curt

 

[bpotter1956]

Curt,

There is no serial number on the unit ..... at least on the outside????

 

[clp]

There should be a white label on the side of the unit next to the RJ11 connectors and dip switches.

Curt

 

[bpotter1956]

Got it .... small print!!!

 

[WIKI2ECHO]

Recall Confirmation?

Recall Confirmation?

Curt:
Went to your site last week and filled in the form for 2 DC8's. Just wondering if you were going to sent an email confirmation or tracking number if and when the replacements were going to be sent out. Got spoiled with the AC and not looking forward to going back to all those timers.

Thanks, Bill

 

[mattseattle]

also, a question on the credit card deposit - what is the amount you are going to authorize/charge on our credit card? i noticed this morning an authorization on the credit card i used. no where did you say you were going to charge an amount on our credit card for the recall. i thought it was only going to be used in the case you did not get the DC8 back.

 

[Carlos]

<a href=showthread.php?s=&postid=6421406#post6421406 target=_blank>Originally posted</a> by mattseattle
also, a question on the credit card deposit - what is the amount you are going to authorize/charge on our credit card? i noticed this morning an authorization on the credit card i used. no where did you say you were going to charge an amount on our credit card for the recall. i thought it was only going to be used in the case you did not get the DC8 back.

I had the same problem and called them.

In the paperwork nor website they described why they wanted the CC number. I knew that it is a means of security to get their old DC units back so I went ahead and keyed it in.

Yesterday I checked the account I had given them and I see a charge of $100 dollars. I understand the "authorize" process but when it comes to "debit" cards, there is no such thing as authorize. Debit cards they actually take the money out of your account!!! You dont get that money back until the authorization is voided. They did this even before I received the unit.

I used an account that I set up for online purchases where I add or remove money depending what I buy online. I do this to prevent financial problems in case of online identity theft. Unforutnately, by them "authorizing" $100, my account is overdraft and now I have to pay $20!!! Not only it was not my fault the DC8 was defective, now I have to litterally pay $20 bucks to get a new one, come on!!!

They should have specified in the letter why they needed a credit card. Also, they have not disclosed the amount that would be charged if they did not receive the units back. They should have also put a time limit given for people to return the old units before they charged the CC instead of "authorizing" even before the new unit is shipped out!

With the current process, might as well the letter read: "We will send you the new unit after you give us a $100 deposit which you will get back as soon as the old unit is received". A clear description of what they were planning on doing.

I have no problem with the authorization. What I did have a problem is with their lack of communication and full disclosure.

I called them yesterday and told them to reverse the authorization. I bet you now I wont get my unit until I send them my old DC8 first.



Carlos

 

[mattseattle]

Carlos - I entirely agree with you. I think it's pretty bad business practice to handle things this way especially since it's a RECALL.

I also used my debit card because I knew I would send the old unit back quickly and not have to worry about being charged but I feel they backdoored me on this. I was counting on that 100.00. Hopefully Curt will remedy this situtation as it sucks they didn't tell us up front they were going to charge us the 100.00.

 

[clp]

We not trying to rip anyone off, take your money, etc. with this recall. We are just trying to ensure that we will get the old DC8s back. Based upon warranty repairs/replacements we have done in the past, we rarely receive anything back unless we have a credit card security deposit. The recall isn't effective unless we receive the old DC8s back.
I don't know of anyway to validate a credit card without running a transaction on it. We ran a $100 authorize only transaction on the first batch of customer's credit card when we shipped out the replacement DC8. It is an authorize only transaction so no money actually changed hands; it does effect the available credit on the card. I've updated our recall website to make this clear.
Carlos, please fax or email me a copy of bank/credit card statement with the overdraft charge, and I'll send you a check to cover it. BTW, as soon as you called yesterday, I closed the authorize only transaction with a charge of $5 and then a credit of $5. All funds in the account should have been available at that point. Sorry for the iinconvience.

Curt