Neptune Trident NP Experience - RMA

[braaap]

Probably not, you'll likely have to sell it online and let another reefer work through the 6-8 week support process. That's the part that is so disappointing, they are apparently under staffed and very very slow to resolve issues.

I’m not selling anything. I’m either getting and RMA or doing a charge back. I don’t care. Thing is t working as advertised. And Neptune insiders are saying it’s been doing this for months.

 

[areefer01]

I’m not selling anything. I’m either getting and RMA or doing a charge back. I don’t care. Thing is t working as advertised. And Neptune insiders are saying it’s been doing this for months.

I would be curious to see that information.

Edit: I'm not saying someone didn't say that to you but rather if they did they know they are not supposed to. Not sure why someone would feel entitled to do that. Seems odd to me.

 

[braaap]

I would be curious to see that information.

Edit: I'm not saying someone didn't say that to you but rather if they did they know they are not supposed to. Not sure why someone would feel entitled to do that. Seems odd to me.

Ask around. You’ll find the info you seek.

 

[eja99]

I’m in the same boat. No support from Neptune. I opened a ticket, chased a few times and ended up with 0 from them. Sent my NP back to BRS and still am waiting on a refund.

I’m also considering charging back as BRS is dragging their feet. They can’t process my refund b/c they need to speak with the person who set up my RMA. I’m not sure why that matters but they have had the NP since 7/9.

 

[jose hernandez]

contacted neptune as i was planning on getting one they recommend i upgrade to the a3 version as my 2016 might not work makes no sense leaning towards hydros now

 

[seasand23]

Been running mine for almost 2 months. Numbers are nearly identical to what I got with Hanna. I monitor trends more than absolute numbers. At WWC in Orlando, there were some sitting on their checkout counter last week so no shortage and I believe they said they had over a dozen in the back.

 

[Schnell76]

This thread has been silent for a week or so I am going to revive it with my NP experience. Was an early buyer and I am nearing the end of my 2 month supply. Started out both results were spot on with Hanna HR and Hanna 713 phosphates. With the first couple weeks my phosphate results started dipping while my Hanna was showing an increase. For instance NP showing .08 and Hanna showing .20.
I opened a support ticket and solution was to factory reset (since I calibrated it in hopes to resolve the issue). Support does not believe the calibration fluid should be included as the NP does not need calibration like the regular Trident.
So, I did factory reset and noted my tests remaining and waste container amount.
Here I am 3ish weeks removed from the reset, updated OS (which included the NP phosphate) and I’m having same issue. Now my phosphates on each test are even further off. .08 on NP and .28 on Hanna.
I dosed phosphate RX to correct and bring down to .12ish. 24 hrs later NP says .06 and Hanna shows .17.
These are just most recent results.
I went into this knowing us early buyers were sort of beta testers, but the phosphate results aren’t even close IMO. The margins of error are supposedly .01 for NP and .04 for Hanna 713. So I can accept a .05ish difference, but not .20ish!!
We’ll see what support has to say to me reopening the ticket. I feel this big of difference should’ve been caught in their beta testing. It’s been under two months and apparently I’m not the only one.

 

[braaap]

This thread has been silent for a week or so I am going to revive it with my NP experience. Was an early buyer and I am nearing the end of my 2 month supply. Started out both results were spot on with Hanna HR and Hanna 713 phosphates. With the first couple weeks my phosphate results started dipping while my Hanna was showing an increase. For instance NP showing .08 and Hanna showing .20.
I opened a support ticket and solution was to factory reset (since I calibrated it in hopes to resolve the issue). Support does not believe the calibration fluid should be included as the NP does not need calibration like the regular Trident.
So, I did factory reset and noted my tests remaining and waste container amount.
Here I am 3ish weeks removed from the reset, updated OS (which included the NP phosphate) and I’m having same issue. Now my phosphates on each test are even further off. .08 on NP and .28 on Hanna.
I dosed phosphate RX to correct and bring down to .12ish. 24 hrs later NP says .06 and Hanna shows .17.
These are just most recent results.
I went into this knowing us early buyers were sort of beta testers, but the phosphate results aren’t even close IMO. The margins of error are supposedly .01 for NP and .04 for Hanna 713. So I can accept a .05ish difference, but not .20ish!!
We’ll see what support has to say to me reopening the ticket. I feel this big of difference should’ve been caught in their beta testing. It’s been under two months and apparently I’m not the only one.

You aren’t a beta tester. Neptune Insiders have had these for months even before the announcement.

I returned mine to BRS for a full refund. Including the reagents.

 

[braaap]

I’m in the same boat. No support from Neptune. I opened a ticket, chased a few times and ended up with 0 from them. Sent my NP back to BRS and still am waiting on a refund.

I’m also considering charging back as BRS is dragging their feet. They can’t process my refund b/c they need to speak with the person who set up my RMA. I’m not sure why that matters but they have had the NP since 7/9.

Did you get your refund? Mine took 1 business day.

 

[piranhaman00]

people are expecting this tester to match Hannah? Being off by 50 ppb is unacceptable for an aquarist tester? I’m sure that is well within the error for these instruments.

 

[Jimbo327]

people are expecting this tester to match Hannah? Being off by 50 ppb is unacceptable for an aquarist tester? I’m sure that is well within the error for these instruments.

Ummm...so you are saying the $700+ tester should not match the simple <$100 Hanna checker. Of course people are expecting it to match the Hanna, they are paying a lot of money for it!

Being 0.20 ppm off on phosphates is definitely unacceptable. Margin of error for Hanna is 0.04ppm.

 

[Schnell76]

people are expecting this tester to match Hannah? Being off by 50 ppb is unacceptable for an aquarist tester? I’m sure that is well within the error for these instruments.

My results are 2.5-4 times the cumulative error of both Hanna 713 and NP.
Not acceptable for a $70 test kit. Much less $700.

 

[slythy]

I will say I had the drop to zero issue. Then I did the most recent update for my apex and everything and it has been matching within about 0.01 phos of my Hanna. I have heard most issues come from mixing of the reagents but mine seemed to have fixed itself.... I have also not done the calibration fluid at all.

 

[thedon986]

people are expecting this tester to match Hannah? Being off by 50 ppb is unacceptable for an aquarist tester? I’m sure that is well within the error for these instruments.

lol what? that is huge

 

[Schnell76]

I will say I had the drop to zero issue. Then I did the most recent update for my apex and everything and it has been matching within about 0.01 phos of my Hanna. I have heard most issues come from mixing of the reagents but mine seemed to have fixed itself.... I have also not done the calibration fluid at all.

I’ve not seen the zero phosphate issue and until I did some research I didn’t know that was a known issue. I’ve just experienced results that are way off from other phosphate test kits.
And I did the update when it was released as I was told by Neptune support it was forthcoming.

 

[braaap]

I’ve not seen the zero phosphate issue and until I did some research I didn’t know that was a known issue. I’ve just experienced results that are way off from other phosphate test kits.
And I did the update when it was released as I was told by Neptune support it was forthcoming.

It doesn’t always zero out. Mine sat .06 off of my phosphate but never went to zero. It went from dead on to trending off. It stopped at .06 off. I returned the point of sale.

 

[jose hernandez]

do most of you guys with the trident np have the a3 controller or a2

 

[piranhaman00]

Ummm...so you are saying the $700+ tester should not match the simple <$100 Hanna checker. Of course people are expecting it to match the Hanna, they are paying a lot of money for it!

Being 0.20 ppm off on phosphates is definitely unacceptable. Margin of error for Hanna is 0.04ppm.

Yes correct. How do you know which one is right? Is the “simple” tester right?

700$ is not expensive for a chemical tester. I test phosphate on waste water for job and use a 10,000$ instrument.

My post was referencing the users being consistently 0.02 ppm off (20ppb).

Thank you for posting error.

lol what? that is huge

See above. The error on Hanna is 40ppb per the above user. Being off by 20ppb is well within the error for both instruments and actually more accurate than I would have expected.

 

[slythy]

do most of you guys with the trident np have the a3 controller or a2

I am on an A2 Pro.

See above. The error on Hanna is 40ppb per the above user. Being off by 20ppb is well within the error for both instruments and actually more accurate than I would have expected.

I cant imagine I am perfect with the Hanna so if its in the ball park with both I am happy.

 

[Jimbo327]

Did Neptune ever publish the margin of error on the NP?

That would tell us everything about the accuracy of this equipment.