Reefer_Madness June 27, 2015 June 27, 2015 (edited) 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. Edited June 27, 2015 by Reefer_Madness
Reefer_Madness June 27, 2015 Author June 27, 2015 (edited) 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 Edited June 27, 2015 by Reefer_Madness
Reefer_Madness June 27, 2015 Author June 27, 2015 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.
Squishie89 June 27, 2015 June 27, 2015 I have an apex I haven't hooked up yet you could borrow, I am in Rockville, MD.
Reefer_Madness June 28, 2015 Author June 28, 2015 I have an apex I haven't hooked up yet you could borrow, I am in Rockville, MD. I picked up a unit from Quantum Reefs. In the process of programming it now.
Reefer_Madness June 30, 2015 Author June 30, 2015 (edited) I am completely blown away by the poor customer support by Apex. Edited June 30, 2015 by Reefer_Madness
YHSublime June 30, 2015 June 30, 2015 I am completely blown away by the poor customer support by Apex. I had a different experience than it seems you are having, however, I also didn't have my unit fail on me when i had it. If you want to write up a review, throw it in the vendor experience.
Reefer_Madness July 1, 2015 Author July 1, 2015 (edited) 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. Edited July 1, 2015 by Reefer_Madness
DCReefer1964 July 1, 2015 July 1, 2015 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. Pretty soon you wont need an RO unit. Could not pass that up. Tagging along.
WilRams July 1, 2015 July 1, 2015 I have only had to contact them twice. Both times I received a copy and pasted statement despite me asking for them to call me. I like talking to a live body sometimes to ask any little questions I may have instead of writing a novel. I can't complain though because both time the steps listed were spot on and fixed whatever issue I had.
Reefer_Madness July 1, 2015 Author July 1, 2015 (edited) I have only had to contact them twice. Both times I received a copy and pasted statement despite me asking for them to call me. I like talking to a live body sometimes to ask any little questions I may have instead of writing a novel. I can't complain though because both time the steps listed were spot on and fixed whatever issue I had. I decided to write a novel about my bad experience. Haha http://wamas.org/forums/topic/73876-neptune-apex-bad-experience/ Edited July 1, 2015 by Reefer_Madness
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