Dear Neptune Systems,
Up until recently I was a loyal proponent of your products. Several weeks ago I encountered a problem with a DC8 and tried calling you several times but was always greeted with a busy signal. I finally got a call back by using your online contact form- 2 days later. The person on the phone was absolutely no help at all. He had no insight as to what may be causing the problem, had no technical advice and acted as though I was interrupting his day. I told the technician that I would check a few things and be back in touch. That same day I called with more busy signals. I was unable to get through for the next two days. The only time I did not get a busy signal was after you had closed. I've had my aquacontroller system for several years now and knowing it was out of warranty I was not looking for a free replacement. I was just looking for help diagnosing the problem to avoid chasing my tail.
To you this problem may not be significant but to me and more importantly, my livestock, an inoperable DC8 is a very big deal! When my entire system is reliant on a single piece of equipment, such as an aquacontroller, it is imperative for that companies' support to be impeccable. Unfortunately I don't feel that I can rely on Neptune Systems anymore and I will not put my livestock at risk.
Up until recently I was a loyal proponent of your products. Several weeks ago I encountered a problem with a DC8 and tried calling you several times but was always greeted with a busy signal. I finally got a call back by using your online contact form- 2 days later. The person on the phone was absolutely no help at all. He had no insight as to what may be causing the problem, had no technical advice and acted as though I was interrupting his day. I told the technician that I would check a few things and be back in touch. That same day I called with more busy signals. I was unable to get through for the next two days. The only time I did not get a busy signal was after you had closed. I've had my aquacontroller system for several years now and knowing it was out of warranty I was not looking for a free replacement. I was just looking for help diagnosing the problem to avoid chasing my tail.
To you this problem may not be significant but to me and more importantly, my livestock, an inoperable DC8 is a very big deal! When my entire system is reliant on a single piece of equipment, such as an aquacontroller, it is imperative for that companies' support to be impeccable. Unfortunately I don't feel that I can rely on Neptune Systems anymore and I will not put my livestock at risk.
