Neptune refusing to fix known problem

[reefiniteasy]

Can’t ever recall seeing customer service from one company linking/quoting another company, a competitors company to show that something is a “universal” problem. Which it’s not. My phone number was never blocked by Hydros or anyone else I can think of. They just did away with sms. But I’ve also never had Hydros customer service tell me there was nothing they can do. This is amusing.

 

[JeffB418]

Hmm odd for them to reference Hydros. But for what it’s worth Hydros did discontinue txt alerts natively in the app in support for push notifications. But they did update the app to allow you to configure what email address gets the notifications to give users a back door to keep getting txt messages. Typically this would be the same as your account email, but someone like me still wants txt alerts and this secondary field allows you to use email to txt forwarding available for many cellular carriers. Here you can see I use Verizon’s vtext address using my cell number and I still get txt message alerts.

 

[Gatorpa]

This has no business here and should have been addressed through private channels.

Why if it’s an issue affecting apex users shouldn’t they have the info?

 

[areefer01]

Why if it’s an issue affecting apex users shouldn’t they have the info?

There was already a thread which he was also active in. I linked it. It is a larger problem and has Neptune stated in the reply he posted (also in questionable taste but we can ignore that for a minute) they can't do anything immediate but will continue to explore.

Also the OP added in which case he will no longer support the community with help on Neptune questions until they address his concern. I find that a bit concerning. Also he is a well known member of the community which I find odd with this behavior. I would wager he could have sent a PM on Neptunes forums and had a 1 on 1 call.

This sort of post with aggression is really uncalled for be it Neptune or any other vendor. My opinion.

 

[areefer01]

Hmm odd for them to reference Hydros. But for what it’s worth Hydros did discontinue txt alerts natively in the app in support for push notifications. But they did update the app to allow you to configure what email address gets the notifications to give users a back door to keep getting txt messages. Typically this would be the same as your account email, but someone like me still wants txt alerts and this secondary field allows you to use email to txt forwarding available for many cellular carriers. Here you can see I use Verizon’s vtext address using my cell number and I still get txt message alerts.

I can't speak for them but it sounds like they are just trying to show it isn't unique to them and possibly a larger issue with carriers.

I should say that is how I read it but could be wrong.

 

[ZombieEngineer]

Looks to me that Neptune gave you a very reasonable explanation and also stated they are working on a solution. Why not just take their advice and allow the push notifications?

I use push notifications too. I have used text notifications as my primary source for 10 years and the push notifications as a backup since they released fusion.

The problem here is not that there were issues that require me to use push only for the time being. The problem here is that they blocked my number from ever receiving text again without even looking into the actual reason that it occurred and told be they won't unblock it due to "policy" even though I made it well aware that this is a common issue that very recently popped up issues in at least 4 other people within days of this event with me.

 

[Gatorpa]

There was already a thread which he was also active in. I linked it. It is a larger problem and has Neptune stated in the reply he posted (also in questionable taste but we can ignore that for a minute) they can't do anything immediate but will continue to explore.

Also the OP added in which case he will no longer support the community with help on Neptune questions until they address his concern. I find that a bit concerning. Also he is a well known member of the community which I find odd with this behavior. I would wager he could have sent a PM on Neptunes forums and had a 1 on 1 call.

This sort of post with aggression is really uncalled for be it Neptune or any other vendor. My opinion.

I hear you.
However sometime when you go against big companies they only respond when the masses get riled up..

 

[n2585722]

I can't speak for them but it sounds like they are just trying to show it isn't unique to them and possibly a larger issue with carriers.

I should say that is how I read it but could be wrong.

There were different reasons for CoralVue going with push notifications instead of text. As stated you can still get text if you route the emails to you mobile providers email to text conversion system. I believe most provider have this.

 

[ZombieEngineer]

Neptune stated in the reply he posted (also in questionable taste but we can ignore that for a minute) they can't do anything immediate but will continue to explore.

That is not correct. They can and do have the ability to not permanently lock out phone numbers affected by this and chose not to due to policy. It is irrelevant whether the fault is the carrier, my own phone, or them. They are choosing not to out of a policy decision not a technical limitation.

 

[ZombieEngineer]

As someone who’s company uses programmatic SMS and who employs Twilio proframmers, I’ll tell you that it’s getting a lot stricter. It’s a very complex issue and a large portion of it is outside of any one’s control excepting the carriers. I would suspect that they’re having issues that are related to carrier and/or compliance that aren’t entirely within their ability to control. Things like spam reports and opt-out rates can negatively impact deliverability via certain carriers, area codes, etc resulting in outages they can’t control. Of course, I can’t be certain that this is the issue, but I can say it’s a complex, multi-pronged problem.

Yes, but that doesn't excuse permanently locking out people who had messages bounce. It would be understandable if they were temporarily disabled and they sent a push notification saying as such but allowed you to re-link the phone number with successful messages.

It's bad customer service to even the average Joe, let alone they guy who essentially comprises like a third of all programming assistance ever given on Neptune Forums.

 

[reefiniteasy]

I like to read into things and give my opinion because that’s what a forum is for… what was the point of them dropping a link to Hydros’ website? Are they trying to convince a very active Apex user not to abandon ship because their competitor has the same issue, which it doesn’t. I’m stuck on this super unprofessional customer service.

When our Samsung dryer died, their customer service didn’t name drop LG having the same issue. Like what’s the point, other than to alleviate the fear of possibly losing a disgruntled customer. That’s dirty and I wonder how often it happens. It also shows how much market share Hydros has grabbed.

Just my 2 cents that ain’t worth ****.

 

[areefer01]

That is not correct. They can and do have the ability to not permanently lock out phone numbers affected by this and chose not to due to policy. It is irrelevant whether the fault is the carrier, my own phone, or them. They are choosing not to out of a policy decision not a technical limitation.

You said: 'Neptune could have easily handled the problem along the lines of "we are researching the problem and will unblock affected numbers as soon as we can determine a fix, please be patient'

Neptune replied to you:
The team will still be looking to see how we can provide SMS support again. However, it needs to make sure it meets our strict standards of making sure you know immediately if there is a problem, so we know how best to act in that situation.

Thank you for your understanding, and I know we are still looking for how we can reliably offer constant SMS Alarms that we can rely on.

You then proceed to state: I have given Neptune the ultimatum that I will not be providing programming assistance until they resolve this matter (I am Zombie on Neptune forums).

Maybe you had a bad day. Maybe you really care. I don't know, I really don't care. For something you supposedly care about or are invested in you went about it the wrong way. And then proceeding to say no more help to the community why even go there? Do you really think you have that much weight or clout to throw around?

We all know who you are. We all know how you have helped. But sorry - you went about this the wrong way and look like you are throwing a temper tantrum and Frankly I think it is uncalled for.

 

[areefer01]

I like to read into things and give my opinion because that’s what a forum is for… what was the point of them dropping a link to Hydros’ website? Are they trying to convince a very active Apex user not to abandon ship because their competitor has the same issue, which it doesn’t. I’m stuck on this super unprofessional customer service.

When our Samsung dryer died, their customer service didn’t name drop LG having the same issue. Like what’s the point, other than to alleviate the fear of possibly losing a disgruntled customer. That’s dirty and I wonder how often it happens. It also shows how much market share Hydros has grabbed.

Just my 2 cents that ain’t worth ****.

Different opinions matter. The only reason I can think of is that they are trying to show it is an issue others are also having. I don't know. Maybe not the right way to go about it but obviously between the OP and the Vendor there is some hostility going on.

I still don't understand the escalation here to 11 with this thread.

 

[acropora4u]

following along just in case

 

[ZombieEngineer]

@NeptunePaul

24 hours and no response from Neptune. Guess they don't actually care anymore.

 

[HBtank]

Change is difficult.

 

[areefer01]

@NeptunePaul

24 hours and no response from Neptune. Guess they don't actually care anymore.

They care. They replied to your ticket. Gave an explanation. Maybe it is time for some big boy pants.

 

[reefiniteasy]

They care. They replied to your ticket. Gave an explanation. Maybe it is time for some big boy pants.

I find it comical that you post the other day accusing me of a personal attack on someone when I pointed out someone’s bias and how we have the right to know their association with a company yet here you are insulting someone. You must be heavily invested in Neptune gear. I think you should pull up your big boy pants and understand that the OP can share his thoughts and opinions and make whatever ultimatum he wants. You don’t have to like it.

Now, what is your association with Neptune? LOL

It’s his thread, if you don’t like it or his approach, ignore it.

 

[Mattiejay6]

They care. They replied to your ticket. Gave an explanation. Maybe it is time for some big boy pants.

After reading everything here you seem to be the only one with a bigger issue. OP is entitled to express himself and do with his time as he sees fit. How come him not helping with support hurts you so much? He has a problem, getting generic answers from Neptune. it’s a forum buddy. Get some big boy pants and stop crying because he might not answer your questions anymore.

Since Neptune brought hydros into this.. hydros email to text notifications work just fine for me..

 

[ZombieEngineer]

Now, what is your association with Neptune?

Seems pretty likely to me. He even lives in the right state and has a history of playing damage control for neptune stuff if you look at his post history.

I on the other hand have always been blunt when they do something I don't like even though I have thousands worth of neptune gear and have helped the community with over 14,000 posts assisting apex users.