My recent Neptune experiences.
-My apex base
Base unit kept disconnecting from fusion. When it dropped off connection from the internet. Id have to go through the process of wifi setup mode. Problem was, every time you'd hold down to button to get the base unit into wifi setup mode. It wouldn't actually enter the mode. After two tickets later, the solution was to send in my base unit! They recommend I run a second apex base unit. Not that you cant run one, but for the number of modules I use to run 4 tanks, they recommended this. Which technically it is a single point of failure, so I agreed. But what a nightmare switching everything from one base unit. Into two new apex base units(one brand new, one a loaner while mine is sent out).
Good thing I'm well versed in the programming side of things. It all worked out great. But I only learned after the fact there is a easier way to drag from one unit to another somehow. If i have to do it again, that's what id do.
-Trident
My magnetic stirrer started acting up, and continually stirring inside a dry vile. And for awhile my readings had been off so I created a ticket. Being as my Trident was a year and a half old it was recommended to get serviced. I choose to send mine out, get serviced, and get mine sent back to me.
When a received mine back, lets just say it slipped through the cracks in the quality control areas. I made a post regarding it here on r2r. I'm a firm believer in the power of social media can have to a product. After my post I received a phone call from Utah explaining that this was clearly a misstep on their end and they wanted to make it right. A friend of mine who orders direct from Neptune reps confirmed the individual who called me is the one who monitors their socials.
After a few more emails and another phone call. I received a brand new Trident with an additional 2month reagents, on top of the one I received back after service, and a Neptune control freak t shirt. I'm very happy they did the right thing and replace the Trident itself.
