High Tide Aquatics

OT: OMG Neptune Systems support is sssoooooooooo sssllllllooooooooooooooooooooooooooooooooowwww

PhotoSniper

PhotoSniper

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So I filed a ticket back in min November. No one got back to me, so I called in December, and got an RMA. I didn't hear anything so I called again early January and I was told my DDS was lost and I would be getting a new one!!! I said great. When would I be getting the new DDS... I was told within a week or two. Today, I got a tracking notification that the DDS is being shipped. Don't get me wrong... I am thankful, but 2 1/2 month? WHAAAAAT????
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sounds about right. once brs bought them out, it went downhill. they were very good and responsive as a local company before the buyout.
 
L/B Block said:
If I ever get a new tank..
hydros may be the way indeed. How is their CS?
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It's pretty good. It took ~10 days turn around for debugging/replacement of my bad water level sense probe.
3 messages with 1st tier support and 3 with engineer to debug within the first 2-3 days, then 7 days to receive the replacement
I'm not sure about their turn around for serious issues related to controller(s)/wave engines/dosing pumps.
 
L/B Block said:
If I ever get a new tank..
hydros may be the way indeed. How is their CS?
Click to expand...
It's pretty good, I get a response from @ConnoratCoralVue really quickly when I use their portal. I had a ton of questions about my wave engine and they helped out with soldering in a thing so I could integrate with some Vortech pumps I had. Had a config error they remotely fixed on my X4. Haven't had anything break yet however to test it, which I guess is a good thing. Currently own an X3, X4, XP8, Launch, and a ton of peripheral sensors and probes.
 
jhuynh said:
sounds about right. once brs bought them out, it went downhill. they were very good and responsive as a local company before the buyout.
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Yeah. I think Neptune's internal systems are not compatible with EcoTech customer service systems. Too many systems to talk to each other, but I think they have not reached a unity. That's at least my suspicion.
 
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