Originally Posted by
raidendex
Well so far I am very disappointed in the quality of Neptune support, especially in the case of a broken base unit that rendered all other Neptune products I have (3 powerbars, 2 DOS, 2 WAVs, LEDs) useless.
They've received the base Friday noon. I heard nothing back until late Tuesday. Clearly fixing such an important part of the system is not a priority to Neptune. I finally got a notification that I have to pay $50 for repairs (unit is just one year old) with very unclear explanation of what has actually happened to the unit - "An IC was operating marginally". At this point I do not even feel like I should be paying anything for whatever the repairs they are claiming to be doing.
If your product fails at such an early age due to no fault of customer like a power surge or water damage, have some pride in your work and fix it asap without making customer pay more after spending quite a bit on all the parts as is.
Finally, I would think that Neptune would have some sort of quick loaner program where you would get an Apex base unit (even Jr) version to keep you up and running while the repairs are done. But there are no concerns for that here, all they did is offer me to buy another base unit for $200. Thank, but I will not be buying any more of Neptune products and certainly do not feel like I have to pay for another base to feel confident that my tank will not crash due to poor manufacturing of PCB that fail after 1 year of service.
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