Apex display died :(

[jonny]

So I have an Apex Jr. that is less than a month old, and the display seems to have died...here's what happened.
I was out of town today, and I guess we lost power for around half an hour..I was pretty surprised to find that my Apex unit had not emailed me..I don't have a rule for power loss, but it does email me (usually) when it loses power for temp since it shows the 20 odd deg F temp before it reads the temp probe. I didn't even know we lost power until my wife said people on facebook near us had power go out, so of course..first thing I did was check my Apex from the phone app, and sure enough, I COULD see the unit...at first I thought we got lucky and didn't lose power, until I looked at the P. Failed/P. Restored time which showed today..not THAT big of a deal..things looked A-OK, so I didn't think much of it.

Just got home, and I go to check out the tank just to make sure everything really is fine, and I see the display unit is not working. Changed USB ports to no avail, reset unit, no luck. Changed USB ports after restart and...nope.

There was no inclement weather in the area today, so I know it wasn't a lightning strike. It's possible a transformer blew, but only being down for 30 minutes tells me that's not the case.....our city is slowest of the slow to restore power with equipment failures, nobody I know seems to know why we lost power. I can see the unit from the app AND the browser, so the base unit seems just fine, latest firmware (4.2_8A13)

So pretty much wondering if anybody has had this issue, and/or some tips for this, or should I just contact Neptune support? Thanks guys!

 

[CoryC]

possibly a power surge or maybe some water? you can still use your apex on your laptop. i seldom use my display anymore.

 

[jonny]

I mainly use the display for when I'm walking by the tank..just double checking the temp. Its nice to just glance up and see what I want to see...it probably wouldn't bother me so much if it wasn't so new..

Also I considered a power surge, but I would assume the base unit would have problems as well, and I have drip loops for everything going to the apex..i did check for water/salt creep but its all dry and clean

 

[jonny]

Also....they discontinued the model without the display...so since I was forced to spend the extra $50, I want the dang thing to work LOL

 

[rako1]

id call apex they have great support if they cant talk u thru a fix over the phone they will replace it im sure Iv never had a problem with there support I think its a firm wear update

 

[jonny]

Ok awesome...I assumed and hoped they had good support...but you never know these days haha...I guess I'll double check the latest firmware and update if there is a newer one....

 

[boehm742]

If the unit is only a month old then send Neptune an email. I have had nothing but positive interactions with there customer support. I had a Enegrybar get fried in a similar sitiuation and was replaced at no charge under warrenty. They are great when it comes to support....Wish i could say the same about my DA products....

 

[IBEW41]

can you still access it thru thru a computer never mind saw you can on the phone

 

[Munch]

Interested in a replacement display? I may be selling mine...

 

[jonny]

Crap I totally forgot to update this thread. I ended up contacting Apex on the 29th day since purchase, and since it was before the 30 days they paid for shipping, and didn't charge for the repair. The support staff was VERY quick to respond, and after troubleshooting was done, there was no grief in getting me a shipping label and sending out for repair. Overall a great experience (as great as it can be when you have head hardware haha). If anyone should ever need to contact the support team, DO NOT hesitate...it was the vest customer service I've had in years.


And Munch, sorry I don't need yours, but good luck with the sale!