replacement instead of repair from Neptune Apex?

[hzheng33]

not sure where to put this but here goes nothing:

so i had some issues with the neptune apex product and i send them hoping for an actual repair.

well to my surprise they actually send me a new one and i know it's new because the serial number of what i have now isn't what i send in. there's no absolutely no sign of wear and tear on this equipment. it's either new or barely used/in excellent condition.

on the invoice, anyone else had this experience?

 

[sharis100]

They replaced our automatic feeder and a couple of probes before instead of repair.

 

[lmm1967]

Fairly typical - despite what we pay for equipment the components in these are super cheap, especially in quantity. Cheap enough that it's not worth paying labor for repairs generally

 

[iu_gary]

Which model did you have repaired/replaced. Classic, EL or the full setup. If the newer products was it under warranty? Or what did they charge for the swap out/repair. I agree with Imm, they are definitely looking at the cost benefit and seem to replacing more things than repairing them.

Gary

 

[hzheng33]

Which model did you have repaired/replaced. Classic, EL or the full setup. If the newer products was it under warranty? Or what did they charge for the swap out/repair. I agree with Imm, they are definitely looking at the cost benefit and seem to replacing more things than repairing them.

Gary

Full apex WiFi

the first pic is the only info I got from them. No explanation as to what was broken.

 

[iu_gary]

So did they replace it for under warranty for free or did they charge you?

 

[hzheng33]

So did they replace it for under warranty for free or did they charge you?

They charged me, it’s out of warranty

 

[iu_gary]

Ok. Just curious but would you be willing to share how much? I know its only a matter of time before mine breaks as well, I like the technology they put into these products but I believe they could build them with better components so they would not need repair/replacement so frequently.

Also, I believe someone recently posted a similar issue with an EB832. They offered a reduced rate for a replacement versus even sending it in for repair.

 

[Adam]

I believe that depending on the item that Neptune probably has stock of refurbished units on hand. In this case the Base unit had quite a few returns when it first came out, a bad eprom I believe. Short of energy bars, pumps and fringe items all of their base units and modules only have a single circuit board inside. If the housing is in good shape all they have to do is swap the board inside slap a new sticker on it and put it in their replacement inventory. Then when a bad part comes in they just have to pull from that inventory for the replacement.

 

[hzheng33]

what Adam said could be true and my unit could be a refurb. but all in all, it's in excellent/like new condition, i mean you can't even see any minuscule scratches on the unit. we all know that when you mount or dismount the apex brain that the orange back bracket is prone . let me just say that there's none, zilch zero nada.

regarding the cost:

i had some issues with apex in general so i send them in on 2 separate occasions.

1) eb832, the range could be between $50-185 but they say will give me a UL listed EB832 for $175 (it's shocking, no pun intended, that the previous EB832 was not UL listed already)
2) apex wifi brain $175

 

[Adam]

2) apex wifi brain $175

Crap, I'd love another base unit for $175. Too Bad you can't buy a spare for that amount!!!

 

[hzheng33]

Crap, I'd love another base unit for $175. Too Bad you can't buy a spare for that amount!!!

still, i'm out about $400.

for the eb832, the only thing i did as cable management and it managed to kill the eb832 somehow.

 

[Adam]

still, i'm out about $400.

for the eb832, the only thing i did as cable management and it managed to kill the eb832 somehow.

Those EB832 must have something wonky going on with them, at least the older ones that don't appear UL listed anyway. There seems to be a fair number of them failing.
I use Surge Suppressors on every item that plugs into the wall and is connected to the Apex, including the router and switches for internet. I only use WIFI for a backup to the wired connection.
The suppressors I use are big, bulky and look like crap but I know everything is protected, with a warranty too.

 

[iu_gary]

@Adam What brand/type of surge suppressors are you using

 

[iu_gary]

Thanks for sharing the info! I tell people all the time Neptune makes the best temperamental junk on the market!

1) eb832, the range could be between $50-185 but they say will give me a UL listed EB832 for $175 (it's shocking, no pun intended, that the previous EB832 was not UL listed already)
2) apex wifi brain $175

 

[Adam]

@Adam What brand/type of surge suppressors are you using

Amazon.com