Thumbs Down To Neptune Product Support For Canadians

[hark]

have an issue with my display on my apex (8 months old so under warranty) where after 2 hours on the line with support, they cant fix the issue where the screen dims whenever i plug the 2nd EB8 in.

so the nice guy on the phone says ship it to us we need to fix it. i asked them if they cover shipping, he says they will cover shipping back if i cover shipping to them. i remind him i am in canada and then he tells me they actually dont pay for any shipping so i need to cover it all.

the support agent was nice enough, but to world doesnt revolve around Merica Apex people...you have some loyal fans up here in canada too. maybe open a depot, partner with a reseller like Ray at Reefsupplies...do something a little better for your friends to the north.

I plan on making a few calls tomorrow to apex and to ray at reefsupplies where i got it. he was a magician with my tunzee issues on my ato, maybe he can make some calls about my display as well

 

[zoomster]

Sorry to hear about this problem. Been a rough year for you and your tanks i guess.
As it is my next major purchase, would you still recommend Neptune's Apex?
And i know with a LOT of things being in canada is a real downside for pricing, selection and availability etc.

 

[zoomster]

Oh hey, btw, any word on meeting at fragfest or should we try and arrange a date and time to meet at your place Hark?

 

[hark]

Sorry to hear about this problem. Been a rough year for you and your tanks i guess.
As it is my next major purchase, would you still recommend Neptune's Apex?
And i know with a LOT of things being in canada is a real downside for pricing, selection and availability etc.

It's one of the best investments I've made for my tank so absolutely recommend it. It just sucks they stick it to Canadians for support

Yes I'll be going so we can arrange a time to meet up there when it works for you.
Talk to you soon buddy
Ryan

 

[zoomster]

All right then bud. Lmk what time works best for you. as i know you have more going on than i that weekend, i will try to work around your timing. And thanks for your input on the apex. Take care and have a good night.

Steve

 

[TORX]

Apex typically does not cover shipping to them, even if they are American. It is mentioned in their warranty. Most companies are doing this now due to mass claims where it is found that the repair is not a warrantable repair. If it is a warranted repair, they should ship it back at no charge. I am speaking from experience as I had a warranty repair on my main unit.

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[Nighthawk26]

I understand the only covering if its warrantable. That's more than fair.

I had what I thought was a ridiculous situation with something. Bought an Apex probe holder from Reefsupplies. The acrylic machining on the inside tank side wasn't flush so it wouldn't sit flat on tank. It basically rocked up and down and wasn't very sturdy. Ray said to contact Apex which I did. In the end they sent me a new one and didn't ask for the original back, BUT that was after like a half dozen emails them asking for serial numbers on the box that don't even exist, multiple pictures, all from different angles, and one small thing after another. It certainly wasn't painless. The GOOD news is at least when sent back new to me the documentation was SUPER clear that it's American made, a warranty replacement with 0 cost to me and did not ship with UPS which as we all know kills us with brokerage. So it got to me for $0 additional dollars. On something like the display, what a nightmare. If I'm a Canadian dealer I'd be screaming at them to take care of it. Otherwise why wouldn't we buy from the US (when dollar permits) if it's going to end up costing us a pile more when and if things go wrong. Hope it works out for you.

 

[TORX]

Reading the warranty now that I am home, it does not state that they will cover shipping in either direction for anyone. Just that if you send it "with proof of purchase, and correction of the defect will be made without charge." EIther way though, it always hurts to go through issues with new toys. I was upset at first with my Apex as I only had it for a week before having to tear it all apart and ship it away. Luckily you just need to send off the display and can still use your Apex in the mean time. I hope they get it fixed up. I never noticed if my display dims when I plug in my other EB8. Then again, I do not know the last time I looked at my display...actually, I think it is still sitting unplugged on my work desk as i took photos of it for another project a few days ago and dont think I plugged it back in.

Following them in the Apex forum, the customer service really seems to have gone down hill. The forum is run by regular people, not associated directly with Apex, but there are a few reps from Apex as members on the forum. The community helps each other, typically Apex reps just read and rarely follow up. I find their forum very helpful for most items and issues.

 

[scubasteve]

@Torx does this mean your next diy project is a controller lol

 

[TORX]

@Torx does this mean your next diy project is a controller lol

I wish.

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[scubasteve]

I wish.

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lmfao i knew id get a good response