Terrible tech support

[laserjim]

This is a email I received after trying to get a stepper motor for my dos thru warranty. Tired of them not answering the phone and sending an email every 2 hours, I requested where to purchase a motor. Figured it would be quicker than warranty. Here ids what they sent me. I guess you cant buy motors for them. See below

What are you talking about, Me selling motors? And I also followed your online directions? So you cant buy motors for these ? Also tried calling you 10 times with no answer ? I sent you my proof of Purchase by email. Check my first post and you will see it.

From: Neptune Systems <support@neptunesystems.com>
To: laserjimm@yahoo.com
Sent: Tuesday, September 15, 2015 4:54 PM
Subject: Re: [#46318] Support Request

Hi James,

Unfortunately, we do not sell these motors or intend to sell them as you have done. Next time your DOS becomes non operational again you start by contacting us and we'll issue an order to have it come in for diagnostics by our team of engineers. Let's get started.

Here is your Repair information to have your item come in for further diagnostics. This is for U.S. and Canadian customers only. If you're outside the U.S. let us know before starting.

1. Please send a copy of your Proof Of Purchase to us through E-mail.

2. Please make a copy of the following and send them with your Item:
**IMPORTANT**
emailNeptune Systems will be moving! RMA's send to be received before to Sept. 26th should be sent to:
105 Cochrane Circle,
Morgan Hill, CA 95037
Suite L

RMA's sent to be delivered AFTER 9/26 should be mailed to:
15750 Vineyard Blvd
Morgan Hill, CA 95037
Suite# 150

(If less than 1 Year) A copy of your purchase invoice from your Reseller(If available)
Filled out RMA Sheet (Attached to this Email)
Serial# on the label of the DOS

 

[RussM]

I don't think the support rep was implying that you are selling motors; I think it was just a case of unclear wording.

Neptune does not sell repair parts like motors, circuit boards, etc. - the DOS and other modules are not user-reparable. If your DOS is not working properly, you need to go through the RMA process and let Neptune Systems properly diagnose and repair it.

 

[laserjim]

I don't think the support rep was implying that you are selling motors; I think it was just a case of unclear wording.

Neptune does not sell repair parts like motors, circuit boards, etc. - the DOS and other modules are not user-reparable. If your DOS is not working properly, you need to go through the RMA process and let Neptune Systems properly diagnose and repair it.

So if your motor goes bad on your dos, and its out of warranty. Your out of luck ? I sent proof of purchase , serial ect.. no one ever answers the phone, and only email you back every 2 or 3 hours.

 

[RussM]

So if your motor goes bad on your dos, and its out of warranty. Your out of luck ?

That's not what I said. I said that they do not sell repair parts, meaning they do not directly sell parts to an end user. If a new motor or circuit board or internal power supply, etc. is needed, then Neptune will replace it as part of the repair service.

If your repair is not covered by warranty, then there will a charge for repair.

 

[laserjim]

That's not what I said. I said that they do not sell repair parts, meaning they do not directly sell parts to an end user. If a new motor or circuit board or internal power supply, etc. is needed, then Neptune will replace it as part of the repair service.

If your repair is not covered by warranty, then there will a charge for repair.

It was the stepper motor that was bad. i did fix it. After the last email i decided to pull the motor it self apart, there was a piece of plastic in between the magnet and the winding. I removed that, put in some new thermal grease and it works. very disappointed, I've spent a lot of money on Neptune equipment and followed your online procedures.This should have been the first email. Its very frustrating not to be able to contact anyone except by email every couple hours.This is what I just sent Victor.

 

[kurt_n]

Phone support with Neptune has always been less-than-stellar. But I've never had a complaint about their email support. If you were getting emails every 2-3 hours, sounds like you were getting support... just not what you were wanting to hear.

For me, phone support with anyone anymore is pretty much a joke. Vast majority of the time, you're dealing with a contract outfit that isn't even the company you think you're calling and they're just going by their script/troubleshooting tree... which normally starts at the "dumber than dumb" level. After 15 minutes of torture you *might* get bumped to the next level. At least with Neptune, you're dealing with Neptune. They're a small company, so some patience is required.

 

[woodnaquanut]

I too have experienced less than stellar tech support from Neptune. I have no problem with using email for tech support. My issue was it seemed like the Neptune support person never really read the email I sent! The same basic questions were asked over and over even though I had carefully explained the issue in exact detail. This gets frustrating since each cycle of emails takes a day.

The problem was eventually corrected but it took much more effort on my and Neptune's part than it should have.

 

[laserjim]

I too have experienced less than stellar tech support from Neptune. I have no problem with using email for tech support. My issue was it seemed like the Neptune support person never really read the email I sent! The same basic questions were asked over and over even though I had carefully explained the issue in exact detail. This gets frustrating since each cycle of emails takes a day.

The problem was eventually corrected but it took much more effort on my and Neptune's part than it should have.

Exactly, gave them all the info in first email. The same basic questions were asked over and over even though I had carefully explained the issue in exact detail.

 

[laserjim]

Phone support with Neptune has always been less-than-stellar. But I've never had a complaint about their email support. If you were getting emails every 2-3 hours, sounds like you were getting support... just not what you were wanting to hear.

For me, phone support with anyone anymore is pretty much a joke. Vast majority of the time, you're dealing with a contract outfit that isn't even the company you think you're calling and they're just going by their script/troubleshooting tree... which normally starts at the "dumber than dumb" level. After 15 minutes of torture you *might* get bumped to the next level. At least with Neptune, you're dealing with Neptune. They're a small company, so some patience is required.

You must not work.LOl A five minute phone call could have got an RMA done, and avoided this. Instead 1 1/2 days of email and nothing.