Neptune Technical Support leaves very little to be desired

[Jyetman]

For over a month Apex tech support "was" assisting me with a problem I was having with my Sndwrn_16 tone getting stuck when activated. After logging into my system and trying a few unsuccessful solutions was later told they'll continue searching for a remedy and get back with me but weeks later without any messages, response or even a sorry we couldn't help you closed the service ticket! This is unacceptable and isn't the first time experiencing their lousy support. I have since figured out solutions on my own including the sound problem but now have second thoughts as to how this company's handles their technical issues. My system was purchased March of last year and expected it to be provided with at least some acceptable level of professional support well not too sure what to think anymore. I suppose I should be thankful nothing serious has happen where I be in need of warranty though from the bad experiences fear I bought a $700 sink hole! Don't get me wrong I like the product its just every time I purchase something expensive for this already expensive Apex I hold my breath and feel nervous when attaching the device that's just not a good experience to expect from any company. Sorry to not sound so optimistic it does seem to hold its reliability status and its very enjoyable but do question the lack of professional support.

 

[slief]

I've owned Neptune controllers since the very first Aqua Controller was released back in the early to mid 90's. I've always found their support to be about the best of any company in the industry. There aren't too many companies that offer free remote support almost indefinitely and my experiences with their support have been as good as it can get.

I've had my Apex since it was first released. I have 5 EB8's, 3 EB4's, 2 VDM's, 3 Lunar Sims, a PM2, a Dos, A feeder and I forget what else. I've yet to have a single hardware issue and I certainly don't walk on egg shells when adding more components to my Apex system and I don't think you should either. There is good reason why Neptune and Apex is considered to be the one if not the best in the industry.

It sounds to me like your issue is a weird bug although I have never encountered it and other than you, I am not aware of other cases of it. Being in the computer manufacturing business and having years of experience in software development, sometimes weird bugs are the hardest ones to resolve. Especially if they aren't easily duplicatable. I would just stay on top of support or see if your present contact can escalate it. I assume you are running the latest firmware now?

 

[Jyetman]

I've owned Neptune controllers since the very first Aqua Controller was released back in the early to mid 90's. I've always found their support to be about the best of any company in the industry. There aren't too many companies that offer free remote support almost indefinitely and my experiences with their support have been as good as it can get.

I've had my Apex since it was first released. I have 5 EB8's, 3 EB4's, 2 VDM's, 3 Lunar Sims, a PM2, a Dos, A feeder and I forget what else. I've yet to have a single hardware issue and I certainly don't walk on egg shells when adding more components to my Apex system and I don't think you should either. There is good reason why Neptune and Apex is considered to be the one if not the best in the industry.

It sounds to me like your issue is a weird bug although I have never encountered it and other than you, I am not aware of other cases of it. Being in the computer manufacturing business and having years of experience in software development, sometimes weird bugs are the hardest ones to resolve. Especially if they aren't easily duplicatable. I would just stay on top of support or see if your present contact can escalate it. I assume you are running the latest firmware now?

Yes updated to the latest firmware and did find a solution to the sound bug problem. Was going to respond back to Neptune to let them know but they closed my ticket. What I did was create a virtual outlet for my ATO, created hysteresis and moved the if switch command from the ATO outlet. This for some strange reason fixed that stuck sound issue so something to do with that switch command. Really do love my apex makes the tank experience more fun. Its really an advance science project always learning, building or experimenting with new projects.

 

[Jyetman]

I appreciate that Neptune contacted me this morning offering me assistance and apologized for not following up from my previous ticket. Hopefully everything stay working.

 

[ca1ore]

Title of this thread suggest you were happy with the technical support you received. Just sayin.

 

[Reefvet]

Title of this thread suggest you were happy with the technical support you received. Just sayin.

I appreciate that Neptune contacted me this morning offering me assistance and apologized for not following up from my previous ticket.

Sounds to me like he is. :idea:

 

[kgk]

Sounds to me like he is. :idea:

The first post sure wasn't written in a happy tone.