API Test Kit Support is Horrible!!!!

[Reefer1978]

This might be a bit of a long writeup, but I promised API representatives I will share my story so the hobby and the community knows they don't stand by their product. When I got in to the hobby a few years ago, I started out with API Master Test Kit as I thought it was a nice package that had everything I needed to start with. Over the years and learning I of course bought better test kits, Red Sea and Salifert, and I am working my way up to Hanna, but for daily testing I still rely on API for Nitrates. My previous testkit was running out, down to the last few tests so I bought another kit. First thing I usually do is test out the new kit to make sure it works, and surprise - 0 nitrates. So I thought I contact API support to let them know I had a bad kit and to see how they wanted to handle it.

My email to API on March 20th:
I have an API Nitrate testkit that doesn't work. Confirmed by both Salifert and RedSea test kits, API kit always shows 0 no matter what. It was purchased on amazon.com and expiration date on reagents is 08/2017.

Response:
Dear Vlad,
Thank you for inquiring at API. Specially, with the nitrate test, the bottle #2 has a powdered zinc in it that if it isn't shaken for the full 30seconds the suspension rate between reagent and powdered zinc is no longer correct, which in turn could also give inaccurate results. If it doesn't have the correct suspension rate once, from that point on the nitrate liquid test will give you inaccurate results. Try testing bottled water or tap water to see if you get 0ppm results to confirm that test kit is correct. Otherwise, if it does not than we would recommend to purchase a new kit.

Thank you,
Amy Hill

My response on March 21st:
Hi Amy. I also have a full API test kit and the Nitrate reagents there work as expected, so I don't think it's me. I follow the instructions and shake them even longer then required.

The main reason I bought the nitrate test kit is because I am almost out of reagents in the full test kit

Best,
Vlad

I have not heard back from API until I send them another email on the 28th, I guess individual hobbyists are not important to them. I did hear back from them this morning, with a 2000 word essay basically saying go away and test kit is ok. Even though I confirmed it doesn't with with their test kit, Red Sea test kit and Salifert test kit. Best advice they have for me is buy our product again.

Seriously??? Nah, I will save my money and buy better product. If anyone is ever in doubt if better test kits are worth it, let this be the example. Spend a little more, it goes a long way. Stay away from API.

 

[jason2459]

What did RedSea and Salifert say your Nitrates were?

Yes, bottle 2 does need shaken very vigorously which I do for a good minute or more and I often slam it on a table several times as well.

Their email response in trying a different kit to determine reliability is something others on forums often suggest.

I would be interested in what their 2000 word "go away" essay said.

 

[CodyRVA]

I wouldn't even waste my time. I've pretty much determined that API test kits are for the basic/entry level hobbyist. A good place to start when just getting into the hobby or cycling a system, but not for long term use. I upgraded to Salifert after suspecting my API kits were off and compared the results, it was ridiculous. Will never buy an API test kit again.

 

[brandon429]

API gets it rough sometimes, ive been on them about ammonia testing for a decade but the truth is they are a staple in the hobby and in the 90s I bought 30 gals worth of stress coat.

Their kits are handier for high level readings, even the ammonia is ok for letting you know if a fish died. smaller creatures too but typically the precise small increments are left to interpretation variation and as stated above procedural variations

also in support, there are threads comparing 2 or 3 other test kits and even those vary, no 5 hobby test kits ever line up we never know who to pin the blame on typically. that being said, I still have to remain in the stance not to use them for cycling as api is the sole, sole, unintended inventor of the concept of the .25 mini cycle. their test kits literally created a branch of thought in the hobby and then a side branch to counter it. which is great fun.

Another thing
many corps do not let their ad liaisons go back and forth with emails, typically its the 1st response they'll hold to as they avoid getting into logged debates, they deem it well enough to have responded I cant fault them for that part. id like to see them re design and sell an infallible cheap ammonia test kit capable of reading small increments and make me have to edit about 14,000 posts.

 

[jason2459]

I wouldn't even waste my time. I've pretty much determined that API test kits are for the basic/entry level hobbyist. A good place to start when just getting into the hobby or cycling a system, but not for long term use. I upgraded to Salifert after suspecting my API kits were off and compared the results, it was ridiculous. Will never buy an API test kit again.

I've had opposite experience with certain kits that lined up well with Salifert and other kits any time I've checked going back to around 2009. They are pretty basic and cheap but I don't think that makes them terrible. I believe they are good if they measure in the range and resolution you are look for. For some API will not work because of this. For me their Calcium, Alkalinity, and Nitrates have worked out just fine. However, I have switched over to Salifert for Nitrate only because I'm tired of smacking the crap out of bottle 2 from API's Nitrate kit.

 

[FlyinBryan]

I don't think reposting an email you don't like or agree with the sole purpose of destroying their reputation is appropriate.
If you don't like it, move on, but don't tear them apart in public like this.
I hope the forum admins agree.

 

[Reefer1978]

I have plenty of nitrates. Salifert - 20, RedSea - topped our red, so more then 4ppm for sure, and the other API testkit was between 20 - 80 (hard to tell for sure). (I am dosing Nitrates before people start telling me I am nuts for having my reef that high).

The thing that annoys me the most, imagine someone gets this kit and keeps on testing their water with 0 Nitrate thinking everything is perfect, meanwhile hurting coral and fish. On API side this is just irresponsible.

 

[Reefer1978]

I don't think reposting an email you don't like or agree with the sole purpose of destroying their reputation is appropriate.
If you don't like it, move on, but don't tear them apart in public like this.
I hope the forum admins agree.

Hold up.. is that how you like to spend your money? Buy something that clearly doesn't work, be told to go to hell, and then don't mention anything else to the community? I am blasting them so other's don't waste their hard earned money. If you don't agree, don't read.

If anything, I really hope people reading this thread will start testing their kits right after purchasing them to make sure they work properly, and return the, if they don't.

 

[brandon429]

even though its none of my business I agree both sides, they need to improve the kits or release some tutorials but also your follow up response was the wrong tone.

 

[CodyRVA]

I've had opposite experience with certain kits that lined up well with Salifert and other kits any time I've checked going back to around 2009. They are pretty basic and cheap but I don't think that makes them terrible. I believe they are good if they measure in the range and resolution you are look for. For some API will not work because of this. For me their Calcium, Alkalinity, and Nitrates have worked out just fine. However, I have switched over to Salifert for Nitrate only because I'm tired of smacking the crap out of bottle 2 from API's Nitrate kit.

I have no problem with the complexity of the test kit, i'd love to have the accuracy of salifert and the simplicity of API, but I want accuracy more than I want efficiency. I've heard more people complain about inaccurate API test kits than any other. IMO, "range" isn't going to cut it unless you have a tank full of softies or fish only, maybe. If API tells you your ALK is at 7, and Salifert/Red Sea says it's 9.5, and you compensate for low alk; ultimately you end up raising your alk from 9.5 to almost 12, when in reality you think you're going from 7 to 9.5. Like i said, i think they're good for entry level and cycling, but that's it. In the grand scheme of things, many seasoned reefers are reluctant to keep a daily testing regiment anyways, but to each their own.

 

[jason2459]

Other tips to get better results with API

1. use a syringe that you can verify is accurate
2. Rinse out Vials several times from the water to be tested ( I do at least 3 times)
3. Shake all bottles even if they don't tell you to (Nitrates bottle #2 very aggressively for about a minute)
4. Hold the bottle as vertical as possible (no angle)
5. I always drip a drop onto a paper towel first to get the first one out which sometimes has air or not the same size as the rest.

Being that API are a higher resolution then others like Salifert it doesn't take much to throw the off by one. Like with Calcium one drop is 20ppm.

 

[jason2459]

I have no problem with the complexity of the test kit, i'd love to have the accuracy of salifert and the simplicity of API, but I want accuracy more than I want efficiency. I've heard more people complain about inaccurate API test kits than any other. IMO, "range" isn't going to cut it unless you have a tank full of softies or fish only, maybe. If API tells you your ALK is at 7, and Salifert/Red Sea says it's 9.5, and you compensate for low alk; ultimately you end up raising your alk from 9.5 to almost 12, when in reality you think you're going from 7 to 9.5. Like i said, i think they're good for entry level and cycling, but that's it. In the grand scheme of things, many seasoned reefers are reluctant to keep a daily testing regiment anyways, but to each their own.

I think you mean higher resolution? I get consistent and accurate results with API.

For some that is an issue. For other's it's not. For me it's not. If my alk is 11 that's close enough of a reading for me to know I'd like to start reducing it. If it's 7 I'd like to start raising it. I don't need it to tell me my Alk is 10.6 or 11.2. Same with Calcium. If it hits 400 I'd like to raise it a bit. If it hits 480 I can let it lower a bit. Nitrates I just care that it's under 5ppm.

 

[CodyRVA]

Hold up.. is that how you like to spend your money? Buy something that clearly doesn't work, be told to go to hell, and then don't mention anything else to the community? I am blasting them so other's don't waste their hard earned money. If you don't agree, don't read.

If anything, I really hope people reading this thread will start testing their kits right after purchasing them to make sure they work properly, and return the, if they don't.

I don't think your tone was wrong or off. There's nothing wrong with calling out a supplier for a poor product. If you swore, used vulgarity, or harassed them, then sure that's not necessary, but I think you went about it professionally. After all, why do you think BRS tests their products like they do and are very limited on what they sell, its the same concept.

 

[jason2459]

I agree questioning products is important and practices of businesses is good to know as well which is why I'd be curious to know what was in that follow up email. I think it's very important to know both sides as there's many times parts missing that could explain things much better.

 

[CodyRVA]

I think you mean higher resolution? I get consistent and accurate results with API.

For some that is an issue. For other's it's not. For me it's not. If my alk is 11 that's close enough of a reading for me to know I'd like to start reducing it. If it's 7 I'd like to start raising it. I don't need it to tell me my Alk is 10.6 or 11.2. Same with Calcium. If it hits 400 I'd like to raise it a bit. If it hits 480 I can let it lower a bit. Nitrates I just care that it's under 5ppm.

The only consistency i've every gotten with API was consistently inaccurate, and I never knew a bit of difference until I started introducing hard to keep corals. I kept saying, well my API kits are telling me my parameters are in check. As soon as I switched, a big dose of reality hit me. I understand you have to clean and be precise with the test kits, thats every kit, not just API. Even if your API kits are on point, and mine were not, API still faces a huge consistency problem that others like Salifert/Red Sea/Hanna aren't experiencing. If i'm going to invest in a $200 frag, i'm not gambling on my parameters with API, i'm using what consistently works. Again mate, to each their own.

 

[reefwiser]

This is nothing new really. Don't expect a quality product and service for a cheap price.

 

[jason2459]

I have plenty of nitrates. Salifert - 20, RedSea - topped our red, so more then 4ppm for sure, and the other API testkit was between 20 - 80 (hard to tell for sure). (I am dosing Nitrates before people start telling me I am nuts for having my reef that high).

The thing that annoys me the most, imagine someone gets this kit and keeps on testing their water with 0 Nitrate thinking everything is perfect, meanwhile hurting coral and fish. On API side this is just irresponsible.

Well, 20ppm nitrates most likely wont hurt anything. But I agree if those other tests are accurate there is an issue with the new Kit. I would bring it back to where you bought it .

 

[jason2459]

Also, keep in mind that ALL kits can have and have had at one time or another and will eventually have bad reagents.

 

[jason2459]

The only consistency i've every gotten with API was consistently inaccurate, and I never knew a bit of difference until I started introducing hard to keep corals. I kept saying, well my API kits are telling me my parameters are in check. As soon as I switched, a big dose of reality hit me. I understand you have to clean and be precise with the test kits, thats every kit, not just API. Even if your API kits are on point, and mine were not, API still faces a huge consistency problem that others like Salifert/Red Sea/Hanna aren't experiencing. If i'm going to invest in a $200 frag, i'm not gambling on my parameters with API, i'm using what consistently works. Again mate, to each their own.

I totally agree that if they do not hit the resolution you want or not able to get consistent results then find a kit you can and in the resolution you want. There's many options out there now.

 

[FlyinBryan]

Hold up.. is that how you like to spend your money? Buy something that clearly doesn't work, be told to go to hell, and then don't mention anything else to the community? I am blasting them so other's don't waste their hard earned money. If you don't agree, don't read.

If anything, I really hope people reading this thread will start testing their kits right after purchasing them to make sure they work properly, and return the, if they don't.

This isn't about me like you're trying now to do. It's about you and you having 1 bad experience. It happens once in a while, but not all the time like you are clearly trying to portray them.

I like certainly like api test kits. I may go out and get a whole new kit today!