/ Register

  1. Do you have an old account but can't access it?


    See Accessing your GIRS Account or Contact Us - We are here to help!

neptune customer service

Discussion in 'General Discussion' started by fmsill, Dec 1, 2010.

  1. Dec 1, 2010 #1
    fmsill Cedar Falls

    fmsill Well-Known ReefKeeper

    445
    Cedar Falls
    Ratings:
    +6 / 0 / -0

    I went downstairs this morning to my tank being 64 with all of my cooling fans on. I tried to log onto my apex from my computer then my phone and neither worked. I checked all of my connections which was all good. I called neptune systems and was told that my base unit is bad and that i need to send it in. I asked the rep to send me a new one which they wouldn't do. the unit is only 2 1/2 month old. I went to ups to ship it which cost me $13 and it wont get to them until the 7th. I called them back hopeing to get someone else which i didn't. I explained to him that they should just send me a new one no questions asked and he was very rude. Finally after abought 15 min of me argueing with him he told me to fax my receipt as well as a credit card # and that they would send me a new one. If they dont receive the old one i will be charged $225.
    When i went to fax the info and receipt i couldn't because their fax machine is broke which i had to call them back to find out. Finally after a hour i got the fax to go through. My point here is that i shouldn't have to argue abought this type of thing. Iv'e had problems with my vortechs and they always just take care of it without me haveing to fight with them abought it.
    On the bright side i decided to buy a reeflo pump when i called the company they were awesome abought answering my questions. I got the pump last week and was very impressed with the quality. I haven't got it going yet because i had to replumb a bunch of stuff.
     
  2. Dec 1, 2010 #2
    Foo

    Foo Well-Known ReefKeeper

    524
    Ratings:
    +4 / 0 / -0
    64 wow. Everything ok?
     
  3. Dec 1, 2010 #3
    fmsill Cedar Falls

    fmsill Well-Known ReefKeeper

    445
    Cedar Falls
    Ratings:
    +6 / 0 / -0
    I have a few things that are closed but i think it's all going to be ok. I brought the temp back up slowly throughout the day.
     
  4. Dec 1, 2010 #4
    Bluefool

    Bluefool Inactive User

    377
    Ratings:
    +0 / 0 / -0
    I haven't had the greatest luck with them either.

    At least they aren't Icecap. who seem to have gone away forever.
     
  5. Dec 1, 2010 #5
    fmsill Cedar Falls

    fmsill Well-Known ReefKeeper

    445
    Cedar Falls
    Ratings:
    +6 / 0 / -0
    Yea luckily i haven't had to deal with icecap! I wish all companies were as good as ecotech!
     
  6. Dec 1, 2010 #6
    iaJim

    iaJim Inactive User

    775
    Ratings:
    +0 / 0 / -0
    Tunze is amazing too. They've replaced things for me with no questions asked, and on one occasion sent me a rush replacement because I was leaving for vacation. Top notch company!
     
  7. Dec 1, 2010 #7
    Shaun

    Shaun Inactive User

    711
    Ratings:
    +0 / 0 / -0
    Wonder what changed with them. I dealt with them about a year ago with good results. Shaun
     
  8. Dec 1, 2010 #8
    AJ

    AJ Inactive User

    5,011
    Ratings:
    +0 / 0 / -0
    +1  Ecotech is the best! 
    I've had pretty good luck with Neptune.  They can be a little hard to get in touch with, but once I get in touch with them, they seem to know what they are doing and get the issue fixed quickly...at least that's been my experience. 
    --AJ
     
  9. Dec 2, 2010 #9
    Jay Marion

    Jay Well-Known ReefKeeper

    333
    Marion
    Ratings:
    +2 / 0 / -0
    Yeah my base unit went bad after two months. It totaly died, no power to anything and I did not know about it for about 9 hours. I called, got the same BS you got it. You talked to Curt I bet, he is an amazing electrical engineer, but has the social skill of a piss soaked sock, 100% the wrong person to deal with customers. My argument was that I spent over $500 on this thing, it is barely two months old, the least they could do was send me a new one, he did not agree /DesktopModules/ActiveForums/themes/_default//emoticons/smile.gif. I shipped it overnight at my expense and had a new one back in about 10 days. It was a pain in the *** to re-do stuff to run without the controller, but I was lucky and did not have anything die.

     
  10. Dec 2, 2010 #10
    fmsill Cedar Falls

    fmsill Well-Known ReefKeeper

    445
    Cedar Falls
    Ratings:
    +6 / 0 / -0
    I guess i should feel lucky that they agreed to replace it . Of course i haven't received it yey. Hopefully they stick to their word and get it done soon. I had to run extension cords to everything to get all my stuff working again and it was a huge pain.
     
  11. Dec 2, 2010 #11
    xroads La Porte City, IA

    xroads Veteran Reefkeeper Vendor

    8,015
    La Porte City, IA
    Ratings:
    +1,014 / 6 / -0
    In this world of scams & dirt bags, I can see their position of not just sending out a new replacement without some sort of guarnatee.

    lets say he sent a dis honest person one on their word, dishonest person gets new unit, doesnt bother to send in old unit.

    I am actually signed up to be a Neptune dealer so I hope the problems are minimal. Soon if this happens I will be able to give out a loaner to my customers in a situation like this.

    And yes Curt is very brilliant. But he hates people. Hopefully the day will come when he can hire someone full time do nothing but handle customers.

    Craig
     
  12. Dec 2, 2010 #12
    Big John

    Big John Inactive User

    966
    Ratings:
    +0 / 0 / -0
    I'm hip to what your saying Craig, but no one needs to be treated the way fmsill was!
     
  13. Dec 2, 2010 #13
    xroads La Porte City, IA

    xroads Veteran Reefkeeper Vendor

    8,015
    La Porte City, IA
    Ratings:
    +1,014 / 6 / -0


    Oh I totally agree.
    He definitely needs some help with his customer service skills.  He has been like that for the last decade!
     
  14. Dec 2, 2010 #14
    fmsill Cedar Falls

    fmsill Well-Known ReefKeeper

    445
    Cedar Falls
    Ratings:
    +6 / 0 / -0
    Im not upset abought haveing to give a card number for a security deposit. Like Craig said their are dishonest people out their that wouldn't send the old one back. The base unit is over $200 so i can't blame them for wanting a security deposit. I was just upset that he was a jerk abought the whole situation.
     

Share This Page

  1. This site uses cookies to help personalise content, tailor your experience and to keep you logged in if you register.
    By continuing to use this site, you are consenting to our use of cookies.
    Accept Learn More...