Neptune screws up again with the trident

[Silver14SS]

Wrong once again. The OP or anyone that receives the wrong cable will NOT have to purchase one; I am positive Neptune will send them the correct one for free.

Its nice to that Neptune has some such delusional haters lol

If it's sent with the wrong cable, how will they use it out of the box if they hadn't purchased the correct cable? Nobody is disputing they'll get the correct cable eventually, the emphasis of their complaint seems to be opening the product and not being able to use it when they open it.

 

[KStatefan]

I would think most people would be upset when they purchase a product and it does not arrive as expected. I know I would but I also know that mistakes happen.

 

[Sleepydoc]

They’re assembled in the US. Saw a presentation on the Trident at Macna and it was impressive. Labor intensive, not outsourced to China. This is why there is a lack of supply of Tridents.
For being hand assembled in the US you’d expect the correct cable, I mean come on.
People defending Neptune are hilarious, great company, but honestly a noteworthy error on their part.
$600 sitting under my tank with everything but a power cable. Bummer. I’m sure they’ll resolve the issue quickly, but noteworthy nonetheless.

No matter where it’s assembled & packaged, they have a bin of onelink cables and one gets put in each box. Unless you take the time to examine them closely a standard cable looks virtually identical to an extension cable. If the wrong cables got put into the bin I can easily see it getting missed. How often have you been at Best Buy and seen an incorrect cable on a peg?

Even if each unit is individually tested, they would test the units, not the cables so it still wouldn’t get caught.

Like others have said, it’s obviously frustrating, but ultimately a was simple and easily correctable mistake and doesn’t justify the reaction.

 

[bwomac44]

This is so funny.
The people who have the issue are annoyed and people who have a trident coming are concerned.
Then there is everyone else who thinks the people who this actually affects are ridiculous.
Honest mistake on Neptune’s side of things, but it is poor quality control. Especially if you know how much time is put into this product.
Almost ironic that a nice, expensive product ships unusable due to a cable.
hahaha I mean everyone who this doesn’t effect should calm down.
The OP helped me understand that I wasn’t crazy while trying to hook my Trident up last night. Was looking at the cable like I was crazy
Neptune is a great company, we all have their equipment, but this was a mistake from a great business that shouldn’t have happened.
I’m sure they’ll express ship the correct cables out today once we reach out

 

[Sleepydoc]

This is so funny.
The people who have the issue are annoyed and people who have a trident coming are concerned.
Then there is everyone else who thinks the people who this actually affects are ridiculous.
Honest mistake on Neptune’s side of things, but it is poor quality control. Especially if you know how much time is put into this product.
Almost ironic that a nice, expensive product ships unusable due to a cable.
hahaha I mean everyone who this doesn’t effect should calm down.
The OP helped me understand that I wasn’t crazy while trying to hook my Trident up last night. Was looking at the cable like I was crazy
Neptune is a great company, we all have their equipment, but this was a mistake from a great business that shouldn’t have happened.
I’m sure they’ll express ship the correct cables out today once we reach out

I don’t think anyone is claiming Neptune shouldn’t have the proper cable in the box. Nor is anyone saying that the people who it affected don’t have a right to be annoyed. It’s more surprise and bewilderment at the amount of anger and vitriol over a relatively minor issue.

If I had a trident coming, I’d wait for it to arrive, open the box and check the cable. If it was wrong, I’d call Neptune and ask them to send a new one. Not much to get worked up about.

To be honest, I’m surprised how worked up people got over the trident in the first place. It’s a neat tool, but it’s not like we haven’t been successful using manual tests for decades.

 

[Reefcowboy]

I understand this guys frustration. He was planning on getting his new toy set up and we know how that feels during a long weekend...time to geek on reef stuff.

The cable issue is yet to be figured, I immagine he got the wrong one but he even said he took one from the DOS and seemed to be happy as the Trident did test accurately matching his Hanna checker.

I asked if you had bought it or gotten it free or else because you mentioned it magically appeared which made it seem you were already frustrated with delivery/wait I guess.

Either way good luck

 

[Rscott]

I just wanted to update this with a conclusion
I called marine depot this morning who reported it to Neptune
Within 20 minutes as we all expected, I had a tracking number for the correct cable being shipped today.

So although my long weekend of reef geeking was less then ideal, as we all expected Neptune is taking action and making it right.

Also, as noted above, I was able to test it with my DoS cable and im
Pleased after seeing it run. Looking forward to the permanent install.

Thanks to everyone who understood the situation and to the many supportive PM’s I got

 

[bwomac44]

Neptune express shipping a new cable. Apologized and said the cables are easy to confuse by their production people.
Will have it within a few days.
Also pointed out that if you have a one link and power supply not being used by Dos (because you upgraded that to a one link) then I can use that in the mean time. I believe I do the aqua bus and power supply from dos available which I totally forgot about.
Great customer service as expected.

 

[Reefcowboy]

I am prepping a new shelf for the trident set up...but with all competition now going after NO3, PO4, K testing....I'm leaving room for another trident, fork, or whatever they will come up with next lol

Gotta say I've had issues with neptune, but they've always made it right with great CS

 

[User1]

This is so funny.
The people who have the issue are annoyed and people who have a trident coming are concerned.
Then there is everyone else who thinks the people who this actually affects are ridiculous.
Honest mistake on Neptune’s side of things, but it is poor quality control. Especially if you know how much time is put into this product.
Almost ironic that a nice, expensive product ships unusable due to a cable.
hahaha I mean everyone who this doesn’t effect should calm down.
The OP helped me understand that I wasn’t crazy while trying to hook my Trident up last night. Was looking at the cable like I was crazy
Neptune is a great company, we all have their equipment, but this was a mistake from a great business that shouldn’t have happened.
I’m sure they’ll express ship the correct cables out today once we reach out

You want to know what poor quality control is? How about "Mars Probe Lost Due to Simple Math Error. NASA lost its $125-million Mars Climate Orbiter because spacecraft engineers failed to convert from English to metric measurements when exchanging vital data before the craft was launched".

And as sorrowful as it is let us not bring up the Boeing 737 Max....

Just trying to put it into perspective.

Edit: To the OP - glad it is solved. Also have to say I'm impressed with MD. I placed my Trident order last week and it shipped on the same day and arriving earlier than expected. All knowing it was a long weekend for Most Americans.

 

[Kyl]

To be honest, I’m surprised how worked up people got over the trident in the first place. It’s a neat tool, but it’s not like we haven’t been successful using manual tests for decades.

Intense pre-release hype, marketing and a half-baked release have delivered quite an interesting situation. Though I agree the cord is a minor hiccup, this result is a culmination of everything involved with the release of the Trident.

 

[TheHarold]

I just wanted to update this with a conclusion
I called marine depot this morning who reported it to Neptune
Within 20 minutes as we all expected, I had a tracking number for the correct cable being shipped today.

So although my long weekend of reef geeking was less then ideal, as we all expected Neptune is taking action and making it right.

Also, as noted above, I was able to test it with my DoS cable and im
Pleased after seeing it run. Looking forward to the permanent install.

Thanks to everyone who understood the situation and to the many supportive PM’s I got

Still done buying “Apex Crap” though? Because I believe you’ll need reagents...

 

[Sleepydoc]

I just wanted to update this with a conclusion
I called marine depot this morning who reported it to Neptune
Within 20 minutes as we all expected, I had a tracking number for the correct cable being shipped today.

So although my long weekend of reef geeking was less then ideal, as we all expected Neptune is taking action and making it right.

Also, as noted above, I was able to test it with my DoS cable and im
Pleased after seeing it run. Looking forward to the permanent install.

Thanks to everyone who understood the situation and to the many supportive PM’s I got

Neptune express shipping a new cable. Apologized and said the cables are easy to confuse by their production people.
Will have it within a few days.
Also pointed out that if you have a one link and power supply not being used by Dos (because you upgraded that to a one link) then I can use that in the mean time. I believe I do the aqua bus and power supply from dos available which I totally forgot about.
Great customer service as expected.

Like I said, I can understand how the mistake could happen - I almost bought the wrong cable from my LFS once because they looked so similar. That doesn't excuse Apex - they should have the correct cable in the box, but it's understandable and they at least corrected the problem.

I'm glad that Neptune and Marine Depot did the right thing and you got your problem solved. Hope you enjoy your new toys!

 

[AZMSGT]

Made and assembled in China?

The idea of mixing up the cables at final assembly cracks me up. The two cables shouldn’t be anywhere close to each other on the assembly line.

As a person who has done lots of QC and done all the six sigma classes these types of errors make me laugh.

 

[anonomous09]

Once you've had to employee people close to minimum wage, you really start to see how these issues happen lol

 

[Nhltc99]

Made and assembled in China?

The idea of mixing up the cables at final assembly cracks me up. The two cables shouldn’t be anywhere close to each other on the assembly line.

As a person who has done lots of QC and done all the six sigma classes these types of errors make me laugh.

That assumes a lot about their processes. I wouldn't expect anyone responding to this thread to know enough about their assembly process to know how if the different cables are even near each other. Maybe their supplier messed up and accidentally put some extension cables in with the male-male cables. There's plenty of different scenarios where the wrong cable could've been put in a box for 1 Trident, a few random Tridents, or even a whole batch of them. Mistakes happen, unfortunate timing with the long weekend, but Neptune or MD is already correcting it. Let anyone with a recent or near future Trident order coming in be aware of the potential issue and check your box, and then move on to the next pointless complaint.

 

[TTNuge]

That assumes a lot about their processes. I wouldn't expect anyone responding to this thread to know enough about their assembly process to know how if the different cables are even near each other. Maybe their supplier messed up and accidentally put some extension cables in with the male-male cables. There's plenty of different scenarios where the wrong cable could've been put in a box for 1 Trident, a few random Tridents, or even a whole batch of them. Mistakes happen, unfortunate timing with the long weekend, but Neptune or MD is already correcting it. Let anyone with a recent or near future Trident order coming in be aware of the potential issue and check your box, and then move on to the next pointless complaint.

Actually they have stated on multiple videos that these are assembled in house and that is part of the challenge of getting a lot of them out the door. The parts are all sourced, brought in house and assembled, tested and calibrated by trained employees at Neptune.

The 1link and the 1link extension cables are very hard to differentiate and I can easily see how the wrong one could be grabbed if they got mixed up, especially if it was late on a Friday and they just wanted to get that last one boxed up and out the door.

Glad they are taking care of the issue for the OP and I understand why he would be frustrated at not being able to play with his new toy.

 

[Matt1997]

How can you sit there and spread Miss information like that. This is not CNN. “More user friendly” do you own a trident? Probably not so don’t say things like that if they are factually untrue. The trident is insanely user friendly. You know how long it took to setup? About 30 seconds. It’s one line to the sump and one to a waste bottle and your done. No setup in the app, just click the run button and a while
Later you get test results. The trident like it or not is many things but difficult to use is NOT one of them.

Takes a couple days to setup when the cable is missing...

 

[Joshua Mummery]

Mine has to go back for test B fail... after a month of troubleshooting and codes read by the enigneers they have no idea and i am the only one who fails test b everytime no matter what we tried.

So a replacement has been sent.. We will see how this one works

 

[Rick Mathew]

So magically a trident shows up at my door the other day

There are 2 options to power this unit, either with an OPTIONAL power supply and Aqua bus cable or a 1 link cable

So when I read the instructions I’m thinking ok cool, I will use the one link since it comes with a 1 link cable and I have all my one link
Ports open

So then I see, they send the wrong cable

They put in the box a 1 link cable that is male on one side and female on the other

The ports on the energy bar require and a male connector , surprise surprise so are the ports on the trident

So these clowns with all the hype of this thing are actually shipping them with the wrong cable
Now I have to place yet another order wait another week to use the thing

So out of the box without an additional
Purchase there is no way to run this item



Yea thanks Neptune , really appreciate it
Rant over

I wish one would magically show up at my door !...I would be so happy!