Reefer_Madness

Isaac - I try not to support companies that treat me or anyone like that. Now that I am "pregnant" with $1000 in Apex gear, I will need to get over it. The same rule applies to people or companies. By letting it go, we are enabling that company to do it again. I think as customers, we need to say that is not OK. If I bought a $100 controller, I would expect a "cut and paste" response, but I didn't. I bought the top of the line Apex controller. I would expect my first call to them asking for help to be returned. When you buy high end items and spend the extra money, you should expect high end customer service. They cashed my check and left town.....

I decided to write a novel about my bad experience. Haha http://wamas.org/forums/topic/73876-neptune-apex-bad-experience/

I'll start this thread by saying I have never ever written a complaint or a letter to a company about a bad experience. When my food comes out a little different than I ordered, I normally eat it anyway. I am not one of those guys that causes problems for no reason. Anyone on WAMAS that has ever met me would agree that I am person that doesn't get mad and doesn't talk smack. I help people all the time when they need help. Anytime someone needs help they know they can call me and I will come through for them and I will never complain. I am also a person that researches stuff like crazy before getting a product. I like to buy the best there is. If I can't afford it, then I save until I can. I don't think there is any reason to buy something you know will break. My issue is with Neptune Apex's customer service. I called and asked for help and they did nothing to help me. This is a pretty cut and dry story so I will make it short. I bought an Apex Gold system from Quantum Reefs. A few weeks after I installed it and programmed it, the status lights started acting strange and I couldn't connect to the unit. The lights on the main unit would not come on and the display had a solid blue screen. Thankfully I had setup my Fallbacks to be correct when programming it. The Apex acting funny started about the same time we had a big electrical storm, so I figured it was somehow connected to this storm. I contacted Apex for help. If it was indeed an issue caused by the lightening and the unit was ruined, I figure it is probably something I would have to pay for. Either way I needed to get if fixed quickly but I needed help from Apex. This all began on Friday morning, when I called them. They sent back "cut and paste" responses to my questions and didn't even care about my situation. A few ways it could have been handled correctly: Call me back or write me back after reading my messages requesting help. I made it clear my Apex was not working and it was brand new. Whether it is their fault or my fault, they owe me customer support to correct the problem. They had the abilities to do it, they just didn't. Offer to overnight a replacement unit. If I had to pay, so be it. There is no other way for me to get an Apex unit like except from them directly. (The one I got from Quantum Reefs was off of their frag tank. It was a huge favor they did for me). Below is the support messages that went back and forth. I was sitting in front of my tank waiting for messages from Apex. I responded to each of their messages within 5 minutes. When I asked for help, I told them my Apex would not come on. Louis sent me a 'cut and paste' response to update my firmware. How would I do that if the Apex will not come on? I typed up what I had said on the phone and sent it back immediately. I also showed that my firmware is already up to date. No response. Saturday morning I wrote an email stating what I had already said and got a reply from Victor saying that I should go buy a 12v plug to see if the unit could power up. I had already checked that, but I did it again in the order Victor requested and responded to him 5 minutes later saying that the test did not work. No response. Monday I got a response from Victor it is listed below. I wrote back and expressed my dissatisfaction with my experience. You can read and see their response. I don't understand how a company that supplies a life support system for our animals could be so ignorant. #41589 Support Request Ben 5 days ago Name: Ben Info: Less than 90 Days Problem or Question: vvvvvNotes typed up from a 5 minute conversation with the operator vvvvv My Apex Base Unit stopped working. There are no lights on. I tried unplugging but still nothing. ------------------------------------------------------------------------------------------------------------------------------------------------- Luis 5 days ago Hi Benjamin, Thank you for your inquiry. I would attempt to reflash the firmware to the unit in boot loader mode. A hardwired connection between computer to router and router to Apex is required. Follow this procedure: Power your Apex off Restart your computer in Windows safe mode with networking Turn off any virus or firewall software Disable your wireless card Open flash utility In the Network address put something similar to your default gateway (router) IP address For example, if you default gateway is 192.168.1.1 then make the network address 192.168.1.88 Click update firmware After failed attempt 1 plug your Apex in Apex and computer should make a handshake at this time, if not try to power cycle your base unit again Update the web pages after the firmware update. If you are unable to accomplish the firmware update, then there are further trouble shooting options. Please let me know how it goes. Please let us know if you have any other questions, or need any additional clarification. Please Reference Ticket: http://neptunesystems.freshdesk.com/helpdesk/tickets/41589 Thank you, Neptune Systems Support Team ------------------------------------- Luis Agent, Technical Support -------------------------------------------------------------------------------------------------------------------------------------------------- Ben 5 days ago I am unable to connect to the unit or turn it off. The main box status light is off EB8 status light is yellow The PM2 light is yellow Controller screen is solid blue I have checked the internet connection it is good. I have switched the aquabus plugs around with no change. I have switched the CAT5 cable with no change. The light on the main box never comes on, but the screen is solid blue. I have also unplugged the aquabus from the main controller for 24 hours. No change ___________________________ Ben ---------------------------------------------------------------------------------------------------------------------------- Name: Be Info: 4.34_4F15 AC4:52275Less than 90 Days Problem or Question: I have support ticket #41589 and I really need some help. I switched over from a ReefKeeper a few weeks ago to an Apex Gold system and added a feeder. I used the ReefKeeper for years without needing to call customer service. I called yesterday and left a message as well as updated my message thread on your support site. I left on a business trip and during the trip I noticed I was unable to connect to the controller on my phone or computer. I figured it was just my home wifi and blew it off. When I returned I saw that I had issues. Main controller box - Status light off EB8 - Status light blinking yellow PM2 - Status light blinking yellow Controller screen - Solid blue and does not respond to buttons I switched out aquabus cords, CAT5 internet cables trying to see if I had a bad cable/cord. No luck. I also left the auqubus cord unplugged to the main controller box for 24 hours. I heard that trick on the forum. It didn't work for me. Lucky for me I had setup my Fallbacks all correctly so I didn't have a disaster. The problem now is my dosers and reactors have been off for a while and a few of my corals are starting to die. I really need some help today. I did not get a callback yesterday and I am pretty disappointed about that, considering how much money I have spent on this Neptune system. -------------------------------------------------------------------------------------------------------------------------- Victor 4 days ago Hi Benjamin, Thank you for your inquiry. The main issue it sounds like is the Apex base Unit is not powering on. We need to expand on that and find out if that's really the case here. Your EB8 and PM2 are acting normally when the Main Apex base unit status light is OFF. They blink orange(Fallback) mode. Let's see if your Apex Base Unit is working. Try just connecting the Apex base unit to just the Energy Bar 8. If it doesn't power up then try using a 12V, 500 mA, 2.1 mm tip, center electrode positive If that does not power it up than the Apex Base Unit is experiencing some issues. It would need to come in for further investigation. Follow up with any details. Please let us know if you have any other questions, or need any additional clarification. Please Reference Ticket: http://neptunesystems.freshdesk.com/helpdesk/tickets/41618 Thank you, Neptune Systems Support Team ------------------------------------- Victor Agent, Technical Support ------------------------------------------------------------------------------------------------------------------------------------------------------ Ben4 days ago It did not power up with plug you suggested. What is the next step? --------------------------------------------------------------------------------------------------------------------------- Ben 4 days ago I can't really wait the time required to send it to you, check the unit, and send it back. Everything in my tank will be dead by then. Can I go to the store I purchased it from and get a replacement? The store is Quantum Reefs in Springfield, VA. ----------------------------------------------------------------------------------------------------------------------------- Victor 2 days ago Hi Benjamin, I understand the Apex Doesn't power up. Here below is your RMA Information to have it come in for further diagnostics. You'll need a return shipping label so please follow up with your home address. Please make a copy of the following and send them with your Item: A copy of your purchase invoice from your Reseller Filled out RMA Sheet (Attached to this Email) Serial# on the label under the Apex Base Unit Your RMA # is A17322; please place this code on the outside of the box and affix the address included in the attached RMA form. Please be sure to fill out and include the attached RMA form along with your Proof Of Purchase with your return. Failure to do so will result in the delay of processing your RMA for at least one day. Note: This authorization code is only valid for 21 days. As far as the repairs are concerned: It typically happens very quickly. Over ninety-five percent of the time returns are returned one to two days after we receive them. You cover shipping to us; we cover ground shipping back to you. We do not incur costs associated with Tax GST (general sales tax) and PST (province sales tax) if shipping outside of the US. We do offer expedited shipping options if you are so interested. Repairs can range from free to $150 (if the whole board needs to be replaced in extreme circumstances). *After repairs are complete we will contact you regarding the results. We will hold items post repair for (90) Days. If we are unable to contact you or your items are on hold due to unpaid repair costs Neptune Systems may recycle your items after the (90) day period has expired. Unfortunately, we do not have any type of loaner program to provide you with a unit while we are repairing yours at this time. However, it might be time to look into purchasing a back up Apex Base Unit. In circumstances such as these we do offer you the option to purchase a discounted backup base unit. That way you are not without a base unit during the time of the repair, or if you ever have any unlikely issues with a base unit in the future. Typically new base units retail for $274.95, I am authorized to sell these at $209.95 in these circumstances. Please let me know if you are interested in expedited shipping quotes. If you are interested in purchasing a back-up base unit, then please follow the link here: http://www.neptunesystems.com/product/apex-base-unit/ During checkout, in your customer shipping notes, please state your RMA# to receive the applied $65 discount. We will do our best to ship the same day if received before 1 PM Pacific Standard Time, otherwise it will ship the next day. Please let us know if you have any other questions, or need any additional clarification. Please Reference Ticket: http://neptunesystems.freshdesk.com/helpdesk/tickets/41589 Thank you, Neptune Systems Support Team ------------------------------------- Victor Agent, Technical Support ---------------------------------------------------------------------------------------------------------------------------------------------------------- Ben about 21 hours ago Victor, I can't even express how disappointed I am with your customer service. I contacted Apex on Friday asking for help and got a "cut and paste" response about checking my firmware. I followed up immediately stating my firmware was updated and got no response. Saturday morning I wrote again in a panic asking for help and got a message saying I should go and purchase a 12v adaptor. I immediately responded, but did not get a response from anyone at Apex. Why send a messages if you are not going to respond? I have never even received a phone call response. When I switched from a ReefKeeper over to the Apex I had a lot of choices, but I went with what everyone in my local reef club was using. I heard great things about the customer service and products. I was reluctant to make the change, but I did. I purchased an Apex Gold and a Apex Feeder. That is a lot of money to spend. It has only been set up for about a month or so and it stops working. When I call and email Apex for help I get nothing. My entire reef is setup to depend on your Apex controller and you don't have any sense of urgency to help me find a solution. I am completely blown away by this. Since I did not get help from Apex I went to Quantum Reefs in Alexandria, VA and asked for help. Steve was willing to pull a unit from one of his tanks so I could keep my livestock alive. I am very thankful that he was willing to help since Apex was not. Again, I am very dissatisfied with how things were handled in my situation. -------------------------------------------------------------------------------------------------------------------------------------------------- Victor about 17 hours ago Hi Benjamin, I'm sorry to hear that. Glad to hear that you have a substitute for now, we're ready to receive your Apex Base Unit anytime for repairs and diagnostics. Please let us know if you have any other questions, or need any additional clarification. Please Reference Ticket: http://neptunesystems.freshdesk.com/helpdesk/tickets/41589 Thank you, Neptune Systems Support Team ------------------------------------- Victor Agent, Technical Support

Issac - I have heard that other people have had great customer service from them just like you. I haven't heard too many bad ones actually. Mine was different story. They completely ignored my requests for help with their product. They didn't even read my description of the problem. They just sent back "cut and paste" responses. The last straw was when I wrote them and said I was unhappy with the way my customer support ticket was handled, they replied with "We are sorry you feel that way. We are glad Quantum Reefs could help you. If there is anything else you need, please contact us". I am going to write a vendor experience about this.

I am completely blown away by the poor customer support by Apex.

Oh man that sucks.

I picked up a unit from Quantum Reefs. In the process of programming it now.

I'm very disappointed by the customer service so far. This is the Mercedes of controllers and they ask me to buy a plug that is not part of the standard kit in order to "check" the unit? Not cool.

Just got this: Hi Benjamin, Thank you for your inquiry. The main issue it sounds like is the Apex base Unit is not powering on. We need to expand on that and find out if that's really the case here. Your EB8 and PM2 are acting normally when the Main Apex base unit status light is OFF. They blink orange(Fallback) mode. Let's see if your Apex Base Unit is working. Try just connecting the Apex base unit to just the Energy Bar 8. If it doesn't power up then try using a 12V, 500 mA, 2.1 mm tip, center electrode positive If that does not power it up than the Apex Base Unit is experiencing some issues. It would need to come in for further investigation. Follow up with any details. Please let us know if you have any other questions, or need any additional clarification. Please Reference Ticket: Thank you, Neptune Systems Support Team

During the lighting storm my Apex stopped working. In the storm I lost my TV, router, cable box, and AppleTV. All were protected, but it didn't help. The issue is the main hub box. No status light but my Apex display has a solid blue screen. All other modules and boxes have a blinking yellow status light. Lucky for me I put thought into my Fallbacks so I am 'coasting' for a little bit. I started a trouble ticket with Apex yesterday, but the best I got was an email telling me to check my firmware. Obviously nobody read my trouble ticket. The brains of my unit are dead and won't come on. I know it is a long shot, but does anyone have a unit they would loan me until I get it sorted out with Apex? They didn't call back yesterday and they are closed today.

Thanks. Join the hobby!! It is awesome!!

What a pain in the rear!! Good luck man!!

Cool videos

Fellow members, Be very careful when introducing carbon/gfo to your system. Please do extensive research on the affect it will have in your tank and the starting "dose" for your tank. In my case I stripped too many nutrients and caused a chain reaction ending with the loss of a few of my "holy grail" SPSs. This happened in three days time using the "recommended dose" on the BRS package. I just wanted to explain so some unsuspecting member doesn't read the thread above and go down the same path as I did. My water was very polished, but maybe it just looked so clean because of all the white corals [emoji35][emoji35][emoji35][emoji35]

Mike and Jason - Very generous offer, but I am going to wait for a while until everything gets back to normal. I don't want to risk it until I am 100% positive that I am back on track. I'm going to take it slow for a couple of weeks.

Was mine too....

Looks like my complete 100% losses are: Purple Monster Red Dragon ORA Birds of Paradise Forest Fire Digi Garf Bonsai Most were frags doing well, except for the last two that were colonies....

If our situation changes and we are able to volunteer more time that originally indicated on the survey, should we fill out the survey again?

I was headed that way, but took the cheap way out and got the carbon/gfo reactor instead.

That was Ducati fast.....your explanation was about as quick as my nutrient reduction! That is exactly what happened.

I have my zoas in a frag tang that is plumbed to my display. The water that gets pumped in there is pretty clean so I feed everything.

I wanted to polish my water a little and decided to get a small BRS reactor for carbon/gfo. I didn't do enough research. I bleached a bunch of SPSs with an alk burn. Stupid me. I didn't realize it was something I should really keep an eye on. Came home to a bunch of white corals.

A word of advice. Don't get overconfident when things are going "perfect" in your tank. Reality checks are not far behind. I did so much research and got so much advice when setting up my tank, that I apparently got relaxed. Everything was growing like weeds, colors were ridiculous, and everyone was happy. Corals were beautiful. I took my setup very seriously and was very patient. No changes without a lot of research and back checking advice I received. My newest tank is about 8 months old and I had never had any issues.....until a couple of weeks ago. I made a combination of mistakes that compounded and cost me dearly. Looking back, I am very disappointed in myself. I guess I needed this reality check to make me realize the reef tank owns me.......not the other way around. From this point forward I am just going to hold on the reigns and try to stay on for the ride.

Here is a thread I started a while back when I was looking for a wrasse. There is lots of good info on here. http://wamas.org/forums/topic/72012-looking-for-a-peaceful-wrasse-to-add-to-my-tank/?hl=wrasse

Does anyone target feed their zoas and palys? If so, what do you use and how often? I've been experimenting with target feeding Reef Roids ever couple of days. I turn off the flow and let the particles settle down on the head. They seem to be living it. Anyone have tips or advice?