So, I've spent 5k with them in the past 3 weeks. One of those purchases was the apex pro bundle with the trident. I get it today, and the pump doesn't work. It won't pull from the reagents or sample line, and just does a red light. Horrible grinding then high pitch whine.
I go to their customer service chat, and they say they can't do anything, and I have to talk to Neptune. He "hangs up" the chat on me. I get chat again with PLEASE DO NOT END CHAT with whats going on. The person gets on the chat and immediately ends the chat. I get on chat again, and it is the same first guy and says only neptune can help me.
Their website has posted where they will replace it within 30 days no cost to me due to manufacturer defect/warranty.
I finally get someone on the phone, and he is no ray of sunshine, and I tell them I'm pretty ticked at being denied and "hung up" on. He kept trying to talk over me while I was trying to say what happened. He finally issued me a return label, but wouldn't send a replacement out today. I asked to speak to a manager, but he said they would call me back. I literally had to tell him why I wanted to speak to the manager in detail before he would be okay with it. I doubt he will get a manager to call me back. He should of got me switched to a manager so I could file a complaint and tell him my experience.
They have my money, I don't have the working gear, and I will have to wait probably weeks for them to get it, and ship me out a new one. HORRIBLE!
I'm almost at the point where I am just going to return all the **** I bought from them and buy elsewhere. Imagine spending 5k and having to go through this. I haven't bought anything since 2021 when I took a break from the hobby, they weren't like this.
I go to their customer service chat, and they say they can't do anything, and I have to talk to Neptune. He "hangs up" the chat on me. I get chat again with PLEASE DO NOT END CHAT with whats going on. The person gets on the chat and immediately ends the chat. I get on chat again, and it is the same first guy and says only neptune can help me.
Their website has posted where they will replace it within 30 days no cost to me due to manufacturer defect/warranty.
I finally get someone on the phone, and he is no ray of sunshine, and I tell them I'm pretty ticked at being denied and "hung up" on. He kept trying to talk over me while I was trying to say what happened. He finally issued me a return label, but wouldn't send a replacement out today. I asked to speak to a manager, but he said they would call me back. I literally had to tell him why I wanted to speak to the manager in detail before he would be okay with it. I doubt he will get a manager to call me back. He should of got me switched to a manager so I could file a complaint and tell him my experience.
They have my money, I don't have the working gear, and I will have to wait probably weeks for them to get it, and ship me out a new one. HORRIBLE!
I'm almost at the point where I am just going to return all the **** I bought from them and buy elsewhere. Imagine spending 5k and having to go through this. I haven't bought anything since 2021 when I took a break from the hobby, they weren't like this.
