Neptune Trident NP Experience - RMA

[areefer01]

Did Neptune ever publish the margin of error on the NP?

Yes, they did. It is on their web portal if you are interested.

 

[Alex's Nano Reef]

one thing ive learned with the neptune products is DO NOT buy the latest and shiny new additions to their product line. wait a few months to a few years so all the issues can be ironed out. i got the brand new A3 PRO when it came out and ended up having some significant issues and i eventually got it replaced but my A3 not connecting to the internet was something that contributed to my tank crash.

 

[14 foot reef]

My pinch valve fell apart in 20 pieces in less than 2 weeks. Sent it back requested money back.
Will wait for the CoralVue Maven.

 

[Mkeller088]

The first unit sent out had a bad pinch valve that was corroded and fell apart, so Neptune sent out a refurbished replacement unit. The new one tested correctly for one test, then the phosphates declined rapidly and after only 3 tests reads zero 100% of the time despite the Hanna results showing a consistent range of .05-.10. The support experience was disappointing and slow with no resolution so I have requested an RMA and will not be using this product until it is has been shown to work correctly. I hope many of you are having better experiences, and hope this can get resolved and work as effectively as the original Trident does. Please forego the complaints about Neptune and Aperture if you would be so kind in your comments, as the purpose of this post is to see if anyone out there is getting a better result than I have so far.

 

[Mkeller088]

Does this look familiar? Identical issue on the identical pinch valve. I received my replacement unit today first test was 0.28. Ouch!
Actual Hanna reading is 0.08 as expected. I’m gonna wait a couple hours and run it again. I might be sending two units back. We will see. Response time with support was pretty good not perfect.
I really want this to work, we will see, I really thought it was interesting to see you had the same issue as I. I thought maybe my unit got dropped and ship or something but now I see there is manufacturing problem.

 

[areefer01]

Does this look familiar? Identical issue on the identical pinch valve. I received my replacement unit today first test was 0.28. Ouch!
Actual Hanna reading is 0.08 as expected. I’m gonna wait a couple hours and run it again. I might be sending two units back. We will see. Response time with support was pretty good not perfect.
I really want this to work, we will see, I really thought it was interesting to see you had the same issue as I. I thought maybe my unit got dropped and ship or something but now I see there is manufacturing problem.

Does the NP need an update? Check before you run a test. Not sure what they are coming with but there have been updates.

 

[Mkeller088]

Does the NP need an update? Check before you run a test. Not sure what they are coming with but there have been updates.

No update will fix a pinch valve solenoid that disintegrated.

 

[Mkeller088]

My pinch valve fell apart in 20 pieces in less than 2 weeks. Sent it back requested money back.
Will wait for the CoralVue Maven.

You too?

 

[slythy]

Mine is actually seemingly running okish. I wouldnt control off of it yet though

 

[Mkeller088]

No it was a brand new pinch valve, it had the mfg date on it of 1/206/02, it had some blue fluid on it that may have been reagent that got spilled during the factory calibration that corroded the plastic on the valve.

I think the same thing. I don’t think the blue reagent is compatible with the plastic being used on the pinch valve. Mine had blue reagent sitting under where the valve was.

 

[braaap]

I returned mine to BRS and got all my money back including for the reagents I had used.

 

[areefer01]

No update will fix a pinch valve solenoid that disintegrated.

No need to state captain obvious. My comment focused on the NP and Hanna differences which is related to an update.

 

[areefer01]

Mine is actually seemingly running okish. I wouldnt control off of it yet though

Controlled dosing is not an option for the NP at this point. As it relates to how the original trident implements controlled dosing.

 

[JeffB418]

I think the same thing. I don’t think the blue reagent is compatible with the plastic being used on the pinch valve. Mine had blue reagent sitting under where the valve was.

Yeah the new reagent is very corrosive towards certain plastics. Popped hoses off the center manifold is very common with the OG trident. But it really never was too serious if it happened. But this scares me a lot more if the reagent will destroy the pinch valve if it happens. Not a spare part they really sell either. Always bugged me that the manifold wasn’t barbed. Too easy for hoses to slide off.

 

[Mkeller088]

Yeah the new reagent is very corrosive towards certain plastics. Popped hoses off the center manifold is very common with the OG trident. But it really never was too serious if it happened. But this scares me a lot more if the reagent will destroy the pinch valve if it happens. Not a spare part they really sell either. Always bugged me that the manifold wasn’t barbed. Too easy for hoses to slide

 

[eja99]

Did you get your refund? Mine took 1 business day.

I did eventually. The last rep I spoke with was very apologetic and immediately processed the refund. Took 3+ weeks but I was going to charge back if that last phone call didn’t resolve the issue.

 

[simplety]

I’ve basically given up, that’s what apeture, Neptune and BRS want. I’ve commented on posts made by Neptune about the trident NP on Facebook and instagram. And guess what…they have no longer allowed me to post or tag them. What a sad sack company, 17 years of buying their equipment and this is how you get treated. Ignored when you have a legitimate complaint and told that the Hanna, salifert and Red Sea kits are probably wrong. Neptune has gone to the dogs

 

[Danny McElroy]

do most of you guys with the trident np have the a3 controller or a2

A2, had too many problems with the A3 dropping modules over and over again.

 

[Danny McElroy]

I’ve basically given up, that’s what apeture, Neptune and BRS want. I’ve commented on posts made by Neptune about the trident NP on Facebook and instagram. And guess what…they have no longer allowed me to post or tag them. What a sad sack company, 17 years of buying their equipment and this is how you get treated. Ignored when you have a legitimate complaint and told that the Hanna, salifert and Red Sea kits are probably wrong. Neptune has gone to the dogs

I don't think they want us to give up, I just think they are having a lot of problems and are under staffed in support to handle them all. It's easy to assume they are dishonest based on the long slow support, yet in my experience they mean well, and are doing the best with the circumstances they are dealing with. I am not defending Neptune, just trying to be objective about the situation. I recently requested an RMA as a reseller, and they declined and are shipping us the 4th NP with another new set of reagents. In the meantime I tried out the Reef Factory Smart Tester, since many of our maintenance account customers really want the nitrate and phosphate daily monitoring, and it's worked perfectly and consistently since the installation. Since the NP is apparently unable to produce consistent phosphate readings we are going to be recommending that our customers who can afford it and really want it, use the NP for Nitrate and the Reef Factory for phosphate until Neptune figures out the bugs.

 

[Nextlevelreefer]

I love my Trident NP works like a charm along with the Trident