Neptune Apex - not fit for purpose and appaling customer service.
- Thread starter PilotWolf
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Your apex is 4 months out of warranty, and your pissed they want to charge you to fix it?
I have a hard time feeling bad for you on that one. U can't expect every single apex to work perfectly and last 20 years, That's just not realistic. If you didn't like the idea of spending $500 on a piece of equipment with only a 1 year warranty, then you shouldn't have wasted your money. Either pay to fix it, or buy a new one. Problem solved. I don't see how Neptune is in the wrong? Do U really expect them to repair everyone's apex for free, even past the 1 year warranty?
And Your saying that there are 4 people online complaining about having the same issue as u, and u think Neptune should stop selling EB8s?
I'm sure your super bummed about your apex not working, and I would be too, BUT if the eb8 worked fine for a year, I think your shet out of luck.
I was on your side, until you started bragging about how many company's you sued. Maybe Neptune has crappy customer service, but I don't think that warrants them being sued. Good luck with your court case, I hope u waste a bunch of money and LOSE! It's Sue happy people like you that are RUINING this country.
I have a hard time feeling bad for you on that one. U can't expect every single apex to work perfectly and last 20 years, That's just not realistic. If you didn't like the idea of spending $500 on a piece of equipment with only a 1 year warranty, then you shouldn't have wasted your money. Either pay to fix it, or buy a new one. Problem solved. I don't see how Neptune is in the wrong? Do U really expect them to repair everyone's apex for free, even past the 1 year warranty?
And Your saying that there are 4 people online complaining about having the same issue as u, and u think Neptune should stop selling EB8s?
I'm sure your super bummed about your apex not working, and I would be too, BUT if the eb8 worked fine for a year, I think your shet out of luck.
I was on your side, until you started bragging about how many company's you sued. Maybe Neptune has crappy customer service, but I don't think that warrants them being sued. Good luck with your court case, I hope u waste a bunch of money and LOSE! It's Sue happy people like you that are RUINING this country.
If hes going to sue id imagine he has all the correct info and proof.... since if I remember correctly thr burden of proof would fall on him... otherwise its he said she said like it is right now... if its out of warranty its out of warranty, sometimes you gotta pay to play.
But from the sound of it and the vibe I get it sounds like you started to make threats and neptune jist shut down and said sit and spin homeboy....but that's jist speculation on my part
But from the sound of it and the vibe I get it sounds like you started to make threats and neptune jist shut down and said sit and spin homeboy....but that's jist speculation on my part
did you return the EB8 to neptune for service prior to it failing after warranty?
if so, i'm on your side, they should have fixed it, and it shouldn't have failed again within a year of repair, and I think you would have a case in court where the replacement did not live up to the original product's stated warranty, even if they didn't specifically provide an extension on warranty of the replacement.
however, if the EB8 has been working, and stopped working when it was already out of warranty, i find it hard to stand on your side. I sympathize, but do not support your position. you know how many electronic items fail right out of warranty? you know how many phones basically die a natural death after 2 years (oh, happy days, you qualify for a new device with 2 more years of contract!)?
yeah, just because others have the same problem, doesn't mean it's Neptune's responsibility to fix it if it's out of warranty.
BILLIONS of people have something "fail" out of warranty every year, and replace it on their own dime - they're called tires.
if you're saying there's a fundamental design flaw with the EB8 though, i'm all ears, because i'd want to know if there's something wrong with mine. so far, it's working fine.
if so, i'm on your side, they should have fixed it, and it shouldn't have failed again within a year of repair, and I think you would have a case in court where the replacement did not live up to the original product's stated warranty, even if they didn't specifically provide an extension on warranty of the replacement.
however, if the EB8 has been working, and stopped working when it was already out of warranty, i find it hard to stand on your side. I sympathize, but do not support your position. you know how many electronic items fail right out of warranty? you know how many phones basically die a natural death after 2 years (oh, happy days, you qualify for a new device with 2 more years of contract!)?
yeah, just because others have the same problem, doesn't mean it's Neptune's responsibility to fix it if it's out of warranty.
BILLIONS of people have something "fail" out of warranty every year, and replace it on their own dime - they're called tires.
if you're saying there's a fundamental design flaw with the EB8 though, i'm all ears, because i'd want to know if there's something wrong with mine. so far, it's working fine.
I can appreciate it when someone stands up to a company based on principle but in this case I don't really see the point of spending all that time and money to sue over a $160 part out of warranty.
If I feel the replacement part is going to be questionable and don't want to deal with the shoddy CS again I'll just chalk it up as a bad experience, move on and never do business with them again.
If I feel the replacement part is going to be questionable and don't want to deal with the shoddy CS again I'll just chalk it up as a bad experience, move on and never do business with them again.
That's your opinion and you are entitled to it but when I spend that sort of money on a product I expect it to last more than 14 months. Do you expect to have to pay to replace your TV. computer, car every 14 months? Do you buy a stove and be told that you'd better be prepared because it'll fail so you should have a spare to use?
This is not a one off incident. Four people have posted in 3 weeks in addition to myself with the same failure and same lack of support. This seems to a be a COMMON problem and one that makes Neptune more money - which is probably why they don't fix it. I am not saying they should stop selling it just FIX the problem.
I went through the diagnostics and testing as requested. I was polite in my emails and when I said I didn't think it was fair that it should fail so soon and I have no controller for as long as it takes to repair and pay upwards of $50 plus shipping to repair it. When I pointed out CA Code THEY became unprofessional. The VP wanted to talk on the telephone, I said I wanted to do it in writing and that the email above is what I got back.
IF I was the only one with the problem I could understand their view - but clearly I am not.
I am 45 years old so yes I have taken plenty of other companies and individuals to court - unfortunately too many of them forget that without customers they would not exist and as such have a duty to the customer(s) and for example the last one was on behalf of my wife who's ex employer refused to pay her wages - maybe you'd let them get away with trying to keep over $3000 of her wages?. I wasn't bragging, just making it clear that I do my homework and know my legal position therefore I don't lose. When I was in law enforcement I never lost a case. Not my preferred way of doing things but I will not be left out of pocket when Neptune are aware of this issue and are not prepared to do anything about it. And FYI all but 2 of those case were in the UK so has nothing to do with making the USA what it is (or what you believe it is).
I seem to remember you posting recently that customer service was a priority? Perhaps that only applies to fast food?
PW
This is not a one off incident. Four people have posted in 3 weeks in addition to myself with the same failure and same lack of support. This seems to a be a COMMON problem and one that makes Neptune more money - which is probably why they don't fix it. I am not saying they should stop selling it just FIX the problem.
I went through the diagnostics and testing as requested. I was polite in my emails and when I said I didn't think it was fair that it should fail so soon and I have no controller for as long as it takes to repair and pay upwards of $50 plus shipping to repair it. When I pointed out CA Code THEY became unprofessional. The VP wanted to talk on the telephone, I said I wanted to do it in writing and that the email above is what I got back.
IF I was the only one with the problem I could understand their view - but clearly I am not.
I am 45 years old so yes I have taken plenty of other companies and individuals to court - unfortunately too many of them forget that without customers they would not exist and as such have a duty to the customer(s) and for example the last one was on behalf of my wife who's ex employer refused to pay her wages - maybe you'd let them get away with trying to keep over $3000 of her wages?. I wasn't bragging, just making it clear that I do my homework and know my legal position therefore I don't lose. When I was in law enforcement I never lost a case. Not my preferred way of doing things but I will not be left out of pocket when Neptune are aware of this issue and are not prepared to do anything about it. And FYI all but 2 of those case were in the UK so has nothing to do with making the USA what it is (or what you believe it is).
I seem to remember you posting recently that customer service was a priority? Perhaps that only applies to fast food?
PW
and re: amount of money.
i think it's a bit ironic that you're considering $500 a huge sum of money (which i'm not disputing, i think it costs a lot too), but in the context of reef expenses, it's quite, QUITE cheap.
i've seen pieces of coral listed for more than that, and they don't come with ANY guarantee aside from the DOA clause.
i think it's a bit ironic that you're considering $500 a huge sum of money (which i'm not disputing, i think it costs a lot too), but in the context of reef expenses, it's quite, QUITE cheap.
i've seen pieces of coral listed for more than that, and they don't come with ANY guarantee aside from the DOA clause.
I have sufficient proof to show that it is not a one off problem or limited to me. Yes, in Small Claims Court the burden of proof is on me and I am satisfied I have plenty of that.
I did not make threats to Neptune, just pointed out their legal requirements under code and request everything be done in writing. I posted on their forum pointing out it was clearly an issue and if people wanted to email mail me supporting evidence they could.
I think their biggest concern is that they will have to release the repair information and design specific to enable home repair. I have spent many years working and playing with electronics and radio systems to component level but was basically told I wouldn't be able to repair it and if I tried I'd have to sign a disclaimer to protect them!
When their own customer service staff tell you to expect it to fail it'd doesn't look very good about their own opinion of quality control...
PW
I did not make threats to Neptune, just pointed out their legal requirements under code and request everything be done in writing. I posted on their forum pointing out it was clearly an issue and if people wanted to email mail me supporting evidence they could.
I think their biggest concern is that they will have to release the repair information and design specific to enable home repair. I have spent many years working and playing with electronics and radio systems to component level but was basically told I wouldn't be able to repair it and if I tried I'd have to sign a disclaimer to protect them!
When their own customer service staff tell you to expect it to fail it'd doesn't look very good about their own opinion of quality control...
PW
i am very interested in this claim here.
can you enlighten me to the CA law requiring this? i've never heard of it (which is definitely not saying it doesn't exist).
that seems rather.. wrong.. to require a company to reveal their trade secrets?
like, if i was dis-satisfied with KFC, could i petition them to give me the colonel's secret recipe so that I could fix it myself?
can you enlighten me to the CA law requiring this? i've never heard of it (which is definitely not saying it doesn't exist).
that seems rather.. wrong.. to require a company to reveal their trade secrets?
like, if i was dis-satisfied with KFC, could i petition them to give me the colonel's secret recipe so that I could fix it myself?
Unfortunately I need the monitoring/remote control due to our work schedules. The WHOLE reason for a controller and everyone said how good the Apex is - and I don't disagree with that WHEN it does what it's meant to.
This could have been resolved easily - they repaired it FOC unless there was evidence that I had damaged it. It's 4 MONTHS out of warranty, had it been 4 YEARS then totally fair to expect to pay for it; Or they send me the repair information like I asked.
I'd have been happy, my EB8 would be working and they would have had a happy customer who wouldn't hesitate to say they really take take of their customers and I'd recommend you buy an Apex. They chose the other option.
If my actions make them do nothing but think twice the next time another customer has the same problem then I have achieved some good.
PW
This could have been resolved easily - they repaired it FOC unless there was evidence that I had damaged it. It's 4 MONTHS out of warranty, had it been 4 YEARS then totally fair to expect to pay for it; Or they send me the repair information like I asked.
I'd have been happy, my EB8 would be working and they would have had a happy customer who wouldn't hesitate to say they really take take of their customers and I'd recommend you buy an Apex. They chose the other option.
If my actions make them do nothing but think twice the next time another customer has the same problem then I have achieved some good.
PW
CA Code 1793.03
(a) Every manufacturer making an express warranty with
respect to an electronic or appliance product described in
subdivision (h), (i), (j), or (k) of Section 9801 of the Business and
Professions Code, with a wholesale price to the retailer of not less
than fifty dollars ($50) and not more than ninety-nine dollars and
ninety-nine cents ($99.99), shall make available to service and
repair facilities sufficient service literature and functional parts
to effect the repair of a product for at least three years after the
date a product model or type was manufactured, regardless of whether
the three-year period exceeds the warranty period for the product.
I am not going to go into any further details about interpretations/applications/etc. at this point
W.
(a) Every manufacturer making an express warranty with
respect to an electronic or appliance product described in
subdivision (h), (i), (j), or (k) of Section 9801 of the Business and
Professions Code, with a wholesale price to the retailer of not less
than fifty dollars ($50) and not more than ninety-nine dollars and
ninety-nine cents ($99.99), shall make available to service and
repair facilities sufficient service literature and functional parts
to effect the repair of a product for at least three years after the
date a product model or type was manufactured, regardless of whether
the three-year period exceeds the warranty period for the product.
I am not going to go into any further details about interpretations/applications/etc. at this point
W.
just out of curiosity, what would you have thought to be a fair warranty period? 1 year and 6 months? 2 years? 5 years?
what if it was 5 years and your EB8 went out 5 years and 1 day? would you then be upset because they obviously designed it to fail right after warranty?
i'm playing the devil's advocate here, obviously, but i think that's a fair question.
manufacturers provide a warranty for a reason, and often times, you can gauge a manuf's confidence in their quality that way. anything from cars, to TV, to.. well, controllers.
if i'm buying a TV that has a 90 day guarantee, i'd expect it to not be as well built as one that comes with a 2 year warranty.
what if it was 5 years and your EB8 went out 5 years and 1 day? would you then be upset because they obviously designed it to fail right after warranty?
i'm playing the devil's advocate here, obviously, but i think that's a fair question.
manufacturers provide a warranty for a reason, and often times, you can gauge a manuf's confidence in their quality that way. anything from cars, to TV, to.. well, controllers.
if i'm buying a TV that has a 90 day guarantee, i'd expect it to not be as well built as one that comes with a 2 year warranty.
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