This is just my opinion and I will explain it the best I can and as short as I can.
To start off one day I noticed that my Nero 5 was making a whine from the power brick. It’s not super loud but it’s loud enough I can hear it from across the room. I figured it was just the power brick so I contacted AI for a warranty claim (pump is only a few months old at the time) I explained what the issue was and they said they will send me a new power brick and I have to pay shipping cause I’m in Canada. I didn’t like the fact I had to (considering it was $50 CAD) but I understood. I get the new power brick in and it’s still making the whine so I email the customer service rep back and explain and he says I will have to send it in for repair and I won’t have to pay labour only for parts (I shouldn’t have to pay for anything due to it being under warranty) I explained to him I couldn’t send it in because I can’t go that long without flow in my tank and we would need to come up with another solution. After lots of emails back and fourth he said he will send me a new driver and cover shipping. I was very happy to hear this and figured all was good.
The new drive arrives, I put it in and it’s still making the noise. This is now 1 and a half months from when I first contacted them. I let it be for a few weeks thinking maybe it will go away in time but it didn’t. Started another warranty claim explaining everything and the guy still said I had to send it in. I thought enough is enough and I called them asking to speak to a manager and they told me that a manager would get back to me. Almost a whole day later a manager gets back to me and still says that I have to send it in. At this point I’m furious because I’ve said multiple times I can’t send it in. He emails me and says he will send a new power supply and driver and says “if for some reason you are still having issues with this shipment you will need to send everything back to our repair centre before any other replacements are shipped” I figured finally we are getting somewhere. New power supply and driver arrive and still whining. I tell him it’s still making the noise and he says that I need to send the pump in again. I explain to him in his original email he said I would have to send all parts back before any replacements are sent out and he argues saying he meant something else.
Now I’m stuck with a pump that’s making a very irrating noise and they can’t help me. I’ve talked to other people and they said that AI has sent them replacements and they have to ship their old one back but for some reason since I’m in Canada I’m stuck with it. It’s really sad that a company as big as AI has customer service this terrible, I’ve had issues with Neptune products and their customer service is top notch. I will for sure never buy anything from AI again and I will warn beginners to stay far away from them. Sorry for the long read but wanted to get it out there
If you read this far, thank you
To start off one day I noticed that my Nero 5 was making a whine from the power brick. It’s not super loud but it’s loud enough I can hear it from across the room. I figured it was just the power brick so I contacted AI for a warranty claim (pump is only a few months old at the time) I explained what the issue was and they said they will send me a new power brick and I have to pay shipping cause I’m in Canada. I didn’t like the fact I had to (considering it was $50 CAD) but I understood. I get the new power brick in and it’s still making the whine so I email the customer service rep back and explain and he says I will have to send it in for repair and I won’t have to pay labour only for parts (I shouldn’t have to pay for anything due to it being under warranty) I explained to him I couldn’t send it in because I can’t go that long without flow in my tank and we would need to come up with another solution. After lots of emails back and fourth he said he will send me a new driver and cover shipping. I was very happy to hear this and figured all was good.
The new drive arrives, I put it in and it’s still making the noise. This is now 1 and a half months from when I first contacted them. I let it be for a few weeks thinking maybe it will go away in time but it didn’t. Started another warranty claim explaining everything and the guy still said I had to send it in. I thought enough is enough and I called them asking to speak to a manager and they told me that a manager would get back to me. Almost a whole day later a manager gets back to me and still says that I have to send it in. At this point I’m furious because I’ve said multiple times I can’t send it in. He emails me and says he will send a new power supply and driver and says “if for some reason you are still having issues with this shipment you will need to send everything back to our repair centre before any other replacements are shipped” I figured finally we are getting somewhere. New power supply and driver arrive and still whining. I tell him it’s still making the noise and he says that I need to send the pump in again. I explain to him in his original email he said I would have to send all parts back before any replacements are sent out and he argues saying he meant something else.
Now I’m stuck with a pump that’s making a very irrating noise and they can’t help me. I’ve talked to other people and they said that AI has sent them replacements and they have to ship their old one back but for some reason since I’m in Canada I’m stuck with it. It’s really sad that a company as big as AI has customer service this terrible, I’ve had issues with Neptune products and their customer service is top notch. I will for sure never buy anything from AI again and I will warn beginners to stay far away from them. Sorry for the long read but wanted to get it out there
If you read this far, thank you
