Neptune Systems bad vendor

[Squidhead]

I've had a very negative experience with Neptune Systems. Now to be fair this was an aquacontroller system I bought on Reef Central, but it was a setup that had been purchased for a tank they never setup and never used. Everything was still in the original bubble wrap etc when it arrived.

It was supposed to have a serial port, and the Neptune Systems box was labelled showing a serial port. However it was a unit without serial port. Aquacave was the actual vendor and when the original purchaser contacted them, they acknowleded the problem and refunded the difference which was sent to me. The owner of Neptune Systems, however, was a different story. He refused to replace the improperly labeled unit even though I offered to pay the difference. In addition from the start he was hostile and defensive, refused to acknowledge any possibiliyt of a problem or error, and was outright rude.

Bottom line, Aqua Cave good vendor, Neptune Systems bad vendor.

[cgoodman381]

Always disapponting to hear about a company with bad customer service. At least it got somewhat worked out in the end.

[hdben]

If you bought it from someone on Reefcentral, shouldn't they have made it good. At that point they should have worked out the difference with Aquacave. You shouldn't have had to do anything with the manufacturer IMO. You seem to be the unfortunate person buying something that was either improperly packed or was mislead by another individual. Either way sorry you are having a bad experience. There was no reason for the manufacturer to be rude, although I am sure they have had their fill of people trying to get over on them. I know you wouldn't do that but I'll bet many others probably have tried. Hang in there.

[cgoodman381]

^^^^^^^

when the original purchaser contacted them, they acknowleded the problem and refunded the difference which was sent to me.

[hdben]

and... he still doesn't have what he originally intended to purchase, it shouldn't be on him. JMO

[Squidhead]

I understand your point Ben, but this was literally still in the box. I was planning to buy a new one, and as I was about to order the seller put this up on RC NIB because he had decided not to set up his tank.

What if you had received something as a gift, and the vendor refused to resolve a problem because you weren't the original purchaser. If someone resells a brand new product, its the same thing. The vendor is still legally required to stand behind it, and responsible for errors in the packing.

Aqua Cave didn't have any problem standing behind the sale, and when Neptune wouldn't replace with the correct product refunded the cost difference. Not the outcome I'd have preferred, I'd rather have gotten the serial port. But at least they did what they could.

Mistakes do happen, and they can't always get fixed. The thing that really annoyed me and got me to the point where I want to be sure to tell the world about it though, is the fact that the guy was just rude and adverserial from the start. He's lost my business in the future, I'd rather deal with someone who understands the concept of customer service.

[hdben]

I see your point, it's too bad for them to lose a future customer. A former boss of mine told me one time "Customers are as good as gold, you can always get a new employee but not a new customer." Looks like they lose in the long run.

[weatherson]

It's probably all based on your bad "mojo" received from your infatuation with Palin. Seriously, sorry to hear of your controller issues. Maybe Aquacave could give you a hand though through an exchange or to deal with Neptune for you?

[Squidhead]

Bad mojo.

If Palin had been elected I could have hunt him down and shoot him like a moose.

Now all I can do is complain on line.

[fierceseaman]

The crazy thing is... a very similar situation happened with me, albeit I never dealt with Neputune Sys. The seller (on Nano-Reef) thought it was a serial unit and it was boxed as a serial unit but had no serial port. Very weird that that would happen more than once.