Hello fellow fish friends. I apologize for the negative title but I just had a very disappointing experience with Neptune's "policies" First, credit due, yes I think their gear is good, and yes they seem nice enough in support.
But here's the thing. I purchased a AFS yesterday, I'm going away for the holidays and needed something to help my friend take care of the tank. So pulled the trigger on this device. Well to say the least I'm less than impressed.
Thing is a flat out dud right out of the box. Tried to actuate it once and the motor was barely turning over. Like it lacked in power (plugged into my neptune new gen). Okay so I try it again, maybe it was just breaking in. It made a sad attempt at a second go, gets out turns about 45 Degrees and then stops mid rotation. Now it's a brick doesn't do a thing. Frustrating and disappointing. Oh well I dont have the time but I guess I'm having to make an emergency trip back to the fish store before I leave for a week.
When I get to the store they apologize and say we're sorry we can't exchange it for you. I ask what do you mean?! I just got this yesterday, I can't exchange it for one that works??!!. He said NEPTUNE ONLY WARRANTIES DIRECT and WONT allow us to exchange here for you much to their frustration aswell. So I have to take this $130 dollar fish feeder I purchased just YESTERDAY, apply online for a warranty number and mail this thing back to Neptune so the can "evaluate" it.
I've seen this process used for higher end equipment, like60k servers, or studio gear. But not for a simple 100 buck fish feeder. I would understand after say a 4 week period I would have to then send it off. But not when it's a day old.
Does anyone else think this is BS? We all love their gear, (mostly) But we pay a premium for this stuff, and pay a little more at the local brick and mortar fish stores for the very reason. To not deal with hassles when stuff fails. So no customer satisfaction guaranteed??!! God forbid I was an important element that keeps your 240 tank alive.
Well looks like I have no choice, and ill have to just jump through these hoops. Whether or not I just sell off all my Neptune forever and move to something like Vertex will depend on how much MORE of a hassle it is with their warranty circus. I've been told it's good, better be haha, and shipping I assume they will pay?? Who the heck knows.
I'll update this post later and let people know how this turns out. Anyway, sorry for the rant here, but I was ****ed to say the least. Neptune if you read this take note. Im sure im not the only customers jaw you've dropped to the floor with this **** poor policy. Ridiculous hassle. Two thumbs down
But here's the thing. I purchased a AFS yesterday, I'm going away for the holidays and needed something to help my friend take care of the tank. So pulled the trigger on this device. Well to say the least I'm less than impressed.
Thing is a flat out dud right out of the box. Tried to actuate it once and the motor was barely turning over. Like it lacked in power (plugged into my neptune new gen). Okay so I try it again, maybe it was just breaking in. It made a sad attempt at a second go, gets out turns about 45 Degrees and then stops mid rotation. Now it's a brick doesn't do a thing. Frustrating and disappointing. Oh well I dont have the time but I guess I'm having to make an emergency trip back to the fish store before I leave for a week.
When I get to the store they apologize and say we're sorry we can't exchange it for you. I ask what do you mean?! I just got this yesterday, I can't exchange it for one that works??!!. He said NEPTUNE ONLY WARRANTIES DIRECT and WONT allow us to exchange here for you much to their frustration aswell. So I have to take this $130 dollar fish feeder I purchased just YESTERDAY, apply online for a warranty number and mail this thing back to Neptune so the can "evaluate" it.
I've seen this process used for higher end equipment, like60k servers, or studio gear. But not for a simple 100 buck fish feeder. I would understand after say a 4 week period I would have to then send it off. But not when it's a day old.
Does anyone else think this is BS? We all love their gear, (mostly) But we pay a premium for this stuff, and pay a little more at the local brick and mortar fish stores for the very reason. To not deal with hassles when stuff fails. So no customer satisfaction guaranteed??!! God forbid I was an important element that keeps your 240 tank alive.
Well looks like I have no choice, and ill have to just jump through these hoops. Whether or not I just sell off all my Neptune forever and move to something like Vertex will depend on how much MORE of a hassle it is with their warranty circus. I've been told it's good, better be haha, and shipping I assume they will pay?? Who the heck knows.
I'll update this post later and let people know how this turns out. Anyway, sorry for the rant here, but I was ****ed to say the least. Neptune if you read this take note. Im sure im not the only customers jaw you've dropped to the floor with this **** poor policy. Ridiculous hassle. Two thumbs down