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Beware!!! Neptune Apex warranty policy


thakki

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Long story short...if you dont want to know the back ground...here is the summary...DONT BUY any Neptune apex products from "others"...the warranty on their products is not transferrable...they will ask for purchase proof...and as per their policy, warranty is ONLY applicable to the original buyer!!! this is true even if you buy an unopened or brand new product from any other place other than their distributors. So be aware about this policy...once you buy from someone else...its done deal...you are on your own!!! Or you lie (I am not asking you to lie...but just saying...I didn't)!!!

 

So here is the long version...I bought the new Apex controller this summer and everything seems to be okay except for the fusion connectivity...its flaky and needs a reboot time to time. But most of my experience has been okay. So as I needed to upgrade my pumps, I was debating between Vortech's and WAV's. Since I already had Apex controller, I thought I would give it a try. Bought a brand new un-opened WAV started kit recently on this forum from a fellow reefer who won it at MACNA last month...within a week, one of the WAV pump gave up...called the customer service and was told that no appointment was available for them to troubleshoot the unit...so had to wait two days...after two days...they tried some basic checks and told me that it might have an issue...created an RMA and asked me to ship it back to them. As part of filling out the RMA, they asked me the proof of purchase, I told them that I bought it new from a fellow reefer who had won it at MACNA....then the problem started...first thing they told me was to point me to their warranty policy highlighting the fine print that basically said...warranty will be void if you purchase it from someone else other than their distributors!!! I was shocked...it was a week old pump...all the Apex crap is very expensive stuff...to begin with I was very disappointed that I chose to go with Apex...should have gone with vortech's. Anyway, after some argument with the customer service guy...he says he will see what he can do...as if they are doing a favor on a "Week old brand new Apex WAV pump" which quit working...why do I have to deal with this??? Could not blame myself enough...so I took all the abuse for being Apex customer...and they started to sound like they are doing favor to me by making an exception...finally they sent me an RMA and told me that they will see what they can do. 

 

So here is what I had to deal with for purchasing a brand new Apex WAV pump from a fellow reefer instead of a Neptune distributor just to save few bucks...what a mistake!!!

1. Pay for shipping to send a brand new WAV pump back to Neptune...additional cost.

2. Ordered two Jebao's...additional cost....as I didn't want to wait for 2 weeks with just one pump...when asked what will happen to my tank...the Neptune rep told me "your tank will have one pump"!!! So they didn't care....they are like "deal with it - this is what you get when you buy our products".

3. They took 2 days to test and repair the unit and shipped it back to me via the "lowest shipping method possible"...which basically took over a week for me to receive it. 

 

What kind of customer service is this!!! Why do we have to deal with companies like this in our hobby? I had enough of this...as is this hobby is quite expensive...you plan and save and buy something good expecting it to be very high end and perform better...then you get treated like this. Its horrible experience.

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  • 2 months later...

To add to my review as a follow up...the WAV pump that was repaired and shipped back to me worked on and off (even after repair!)...it took me quite some time to figure out the problem was with the impeller not the pump itself...sadly, their QC team couldnt figure it out! When I wrote to them that the impeller had issues moving...they sent me a new one (this was the first positive response from them BTW). Since then that pump never gave up...its been more than a month that I had any issues with that particular pump and the other pump never had any issues till date. Overall, the pumps are well built...lot of wave options to chose from...less wire clutter (one wire per pump - connects directly to the EB832 bar).

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