Vent...

[CindyKz]

I want to say that I really love my new Apex. I've only had it a couple of months, and I already have a good "vacation tank save" story.

I understand that Neptune support needs to walk customers through the troubleshooting process to determine the problem, they can't just take my word for it that I'm pretty sure my PM1 module isn't working correctly. The issue could lie elsewhere, and I am not a techie.

But I'm not an idiot either. When I say that I followed the steps I was given, which include verifying that the calibration of the pH probe worked (or in my case, didn't) by checking it against the calibration standards after the calibration is complete and I include the erroneous values I got, don't tell me "those numbers are during calibration". They weren't, because I told you I followed the steps and the steps include checking post - calibration.

Very unpleasant words want to come from fingers right now.

 

[Cae]

Where did you buy it. If it was online expect no after sales service or at the most a foreigner trying to read from a script that he doesn't even understand. My local Fish Store is great and they understand all the products they sell, if they can't fix it they will send it back.

 

[CindyKz]

My LFS is awesome too, and that's where my hubs bought it. Unfortunately, for this the owner directed me to Apex support, I understood it's a requirement.

To respond to your comment (and to take my vent back, a little) after the unhelpful online exchange, I was invited to make an appointment for a phone consultation. To my very pleasant surprise, my phone rang just a couple of minutes later - Neptune calling, saying he had a few minutes and could help now if I had time? (I am pretty sure it wasn't the person I was communicating with online, different name). We went through some things and after he remotely reset something in my PM1 module the probe calibrated fine. Unfortunately the problem isn't solved....apparently I have stray voltage interfering.

The Neptune rep I spoke with on the phone was extremely nice, helpful and knowledgeable. If you're reading John, thanks again

 

[CindyKz]

Just an update...

It turns out the stray voltage was coming from the float switch for my ATO...which was plugged into the breakout box, which was plugged into the PM1 module, plugged into the Apex (via aquabus)...THEN into a power source. Not being directly plugged into an outlet I didn't suspect it and had ALL other sources of power into the tank unplugged and was still getting faulty readings. John and Vincent continued to help me via email even though it wasn't strictly their problem at this point, since we had verified that all of the Neptune equipment was good. ( The float switch was a cheap one)

I wanted to update this for 2 reasons: 1) just in case anyone comes across a similar issue, and 2) even though my experience with Neptune support started off very frustrating, they were really helpful and supportive. I think most of my frustration stemmed from the online communication - In rereading my emails, what seemed perfectly clear to me may not have been to them. Once I was able to talk to someone it was a whole different ball game.