P-Dub
The ocean is open to all, merciful to none.
- Joined
- Sep 30, 2017
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- 5,455
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- Location
- West Pacific
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Well, the oddest thing happened the other day. My Apex Classic Gold, after only a little over a year of use, decided to have a minor meltdown. All three of my EB8 Power Bars and all my Modules decided to stop communicating with the base unit and presented with flashing "Green" status lights on everything but the base unit. 30 minutes later after unplugging and plugging back in all the Aqua Bus cables systematically the unit 'magically' restored itself. I put in a trouble ticket with Apex Customer support (as I will be heading on vacation in less than 3 weeks,(naturally)
, and need my Apex functioning) and was able to get hooked up with them via remote viewing the following morning due to a cancellation. Good job with customer support and darn lucky if you ask me. However, the response email recommended that I download the latest firmware version after not quite understanding or reading carefully the issue I was having. This was a bad thing to do which I will get back to shortly.
After the Support Rep went through things he concluded that I have an issue with my base unit that has been seen and known about. He said that I could send the base unit in for diagnostics but if it is the problem he suspects, and he is pretty sure that it is, they will not be able to repair the unit as they do not make the replacement part needed any longer because the Classic Gold unit is no longer produced.
So, Apex has units that, up to relatively recently were being sold at the retail level that they can not service. You would think that a reputable company would provide service and manufacture parts for units only out of production or retail sales for about a year or so for the next five years, or thereabouts. I have a unit that is just 5 months out of warranty and they do not have nor will they have parts to repair it, at least for the known problem mine has. My only option is to buy another unit that, yes, you still can get via retail outlets, that they will not be able to service, at least if the same issue occurs with the new unit within the warranty period. Or, buy a new 2016 unit and deal with the conversion. Lord knows how long they will support that unit.
The bottom line, with as many Classic users out there who have relatively recently purchased their units, one would surmise Neptune Systems would stand behind their product and provide at least a number of years of service for existing users. So they have me in a tight spot. The known issue will continue to occur, with longer gaps before returning to normal function, and more often till the base unit finally ceases to function at all, per the rep. To add insult to injury....
Back to the email that was originally sent after submitting my trouble ticket recommending that I update my firmware. If I had followed the recommendation and performed an update as recommended, my Base unit would "most likely" have been rendered completely inoperable. Not feeling so warm and fuzzy about Neptune Systems about now.
So there we have it. Great news for Apex Classic users... Hmmm, GHL anyone?
Rant over.
, and need my Apex functioning) and was able to get hooked up with them via remote viewing the following morning due to a cancellation. Good job with customer support and darn lucky if you ask me. However, the response email recommended that I download the latest firmware version after not quite understanding or reading carefully the issue I was having. This was a bad thing to do which I will get back to shortly.After the Support Rep went through things he concluded that I have an issue with my base unit that has been seen and known about. He said that I could send the base unit in for diagnostics but if it is the problem he suspects, and he is pretty sure that it is, they will not be able to repair the unit as they do not make the replacement part needed any longer because the Classic Gold unit is no longer produced.
So, Apex has units that, up to relatively recently were being sold at the retail level that they can not service. You would think that a reputable company would provide service and manufacture parts for units only out of production or retail sales for about a year or so for the next five years, or thereabouts. I have a unit that is just 5 months out of warranty and they do not have nor will they have parts to repair it, at least for the known problem mine has. My only option is to buy another unit that, yes, you still can get via retail outlets, that they will not be able to service, at least if the same issue occurs with the new unit within the warranty period. Or, buy a new 2016 unit and deal with the conversion. Lord knows how long they will support that unit.
The bottom line, with as many Classic users out there who have relatively recently purchased their units, one would surmise Neptune Systems would stand behind their product and provide at least a number of years of service for existing users. So they have me in a tight spot. The known issue will continue to occur, with longer gaps before returning to normal function, and more often till the base unit finally ceases to function at all, per the rep. To add insult to injury....
Back to the email that was originally sent after submitting my trouble ticket recommending that I update my firmware. If I had followed the recommendation and performed an update as recommended, my Base unit would "most likely" have been rendered completely inoperable. Not feeling so warm and fuzzy about Neptune Systems about now.
So there we have it. Great news for Apex Classic users... Hmmm, GHL anyone?
Rant over.
