New Neptune Aple EL come with dry PH probe

[dbq5anlxj]

Hello Guys. Yesterday, I finally pull the triger for an apex system. I'm super excited. When I opened the box, I realized the PH probe covered with white powder and basically the white powder is everywhere inside the box. The PH probe is died dry not a singe drop of liquid inside the plastic cap. At first, I thought it's should be like that and the white powder just some type of seal to protect the probe because I never owed one. Long story short, I cleaned it in RO Water and did the calibration then installed it in my tank. First 5 hours , it shows a rock steady ph reading 8.34. I hope my ph is that stable. 15 hours later, it's still show 8.34. I emailed neptune right away, they told me the usual stuff (the dry probe is normal just soak it and recalibrate it). What,'s funny is they told me the liquid is to keep the probe dry. Excuse me?? If it's ok why neptune take the extra step to store it wet? It's a brand new unit and it should be a plug and play experience. However, It's not a good experience so far.

 

[reef lover]

Did it work once recalibrated?

 

[kyleinpdx]

I've always been told they must be kept wet. All of the ph probes I've ever purchased came with a small screw on vial of liquid to keep it moist in transit. Neptune probably knows what they are doing, but I would be skeptical personally.

 

[dbq5anlxj]

Did it work once recalibrated?

I did not test it yet, cause I ran out of the calibration solution. I know the solution is cheap, but I'm quite far from LFS.

 

[Roosterjack]

Neptune will make it right if it doesn’.

 

[dbq5anlxj]

I've always been told they must be kept wet. All of the ph probes I've ever purchased came with a small screw on vial of liquid to keep it moist in transit. Neptune probably knows what they are doing, but I would be skeptical personally.

Yeah, everywhere I read said the probe must be kept wet. Neptune did a live stream the other day. Even they claim there must be some moisture inside the cap but mine is dry and zero moisture inside. To be honest, I don't think I should go through this. It's a brand new unit， Should be plug and play. They need to work on their quality control to find a way to completely seal the cap. Also, people claim a dry prove may lose calibration quicker. I really don't wanna go through this What can I do? They keep telling me to recalibrate it.Lol

 

[Roosterjack]

Yeah, everywhere I read said the probe must be kept wet. Neptune did a live stream the other day. Even they claim there must be some moisture inside the cap but mine is dry and zero moisture inside. To be honest, I don't think I should go through this. It's a brand new unit， Should be plug and play. They need to work on their quality control to find a way to completely seal the cap. Also, people claim a dry prove may lose calibration quicker. I really don't wanna go through this What can I do? They keep telling me to recalibrate it.Lol

Where did you buy it? Vendor ought to help out too.

@NeptunePaul Can you offer any wisdom?

 

[dbq5anlxj]

Neptune will make it right if it doesn’.

I know they will make it right, eventually. I don't think I'm the first one to encounter this. They need to find a way to prevent this from happening. Their stuff is not cheap by any means. But when I opened the box, I saw the white powder all over the box It feels cheap to me. They know this happens to people. Why they don't include two calibration solutions. Just saying

 

[Roosterjack]

I know they will make it right, eventually. I don't think I'm the first one to encounter this. They need to find a way to prevent this from happening. Their stuff is not cheap by any means. But when I opened the box, I saw the white powder all over the box It feels cheap to me. They know this happens to people. Why they don't include two calibration solutions. Just saying

I don’t disagree...Did rest of us it look good?

 

[dbq5anlxj]

I don’t disagree...Did rest of us it look good?

They tell me to manually recalibrate it. I told them that I don't have any calibration solution left. They told me you can buy more from your local fish store. I know it's cheap but it's a brand new unit. This shouldn't happen. I'm a wheelchair user. It's quite hard for me to get to my LFS . I bought this system to make my life easier not harder. That's why I get so frustrated Lol But what can I say? I love this hobby. ( As for the cap, they can just use some sort of duct tape to seal the cap completely. when first use, just peel it off It won't cause there lots of money, but save the customer a lot of hassle)

 

[reef lover]

I hope they make it right for you!