Neptune auto top off failing

[smokinreefer]

Whoa that sucks.

But maybe something else is awry?
I'm new to controllers and I'll tell ya there's quite the learning curve and I found it quite frustrating to figure out on my own.

For my set up, my top up reservoir (brute can) has a water level higher than my sump, so although the ATK comes with a check valve, I needed to get the solenoid to make it work properly.

[scherzo]

I had multiple problems too. Apparently forums everywhere people are reporting issues.

I had sensor #2 fail - they replaced it.
Then my PMUP went bad - had it replaced.

Working now for 2 weeks -s that is good.

I think if I ever have my sensors replaced I might put some silicone on the back of it where the wire enters the sensor. I did this with my old DIY float switch ATO that ran for 8 years. It may be a point of failure.

The PMUP might be a bad design - so if it fails again (if I reach outside of my warranty period) I'll just rig up a different pump. But then essentially I'd be only using the ATK for the optical sensor.

It is frustrating - thousands of dollars spent on the Apex system - pretty happy over the 8/9 years I've had it - but has not been a smooth experience for the ATK.

[Llorgon]

Originally Posted by smokinreefer

Whoa that sucks.

But maybe something else is awry?
I'm new to controllers and I'll tell ya there's quite the learning curve and I found it quite frustrating to figure out on my own.

For my set up, my top up reservoir (brute can) has a water level higher than my sump, so although the ATK comes with a check valve, I needed to get the solenoid to make it work properly.

It could be that something else is up. I haven't changed my setup and it was working for 6 months and then stopped.

My reservoir also has a water level higher than the sump when filled up, but right now it's far lower and it still keeps the pump going.


I think the neptune people are a little unsure as well.

Originally Posted by scherzo

I had multiple problems too. Apparently forums everywhere people are reporting issues.

I had sensor #2 fail - they replaced it.
Then my PMUP went bad - had it replaced.

Working now for 2 weeks -s that is good.

I think if I ever have my sensors replaced I might put some silicone on the back of it where the wire enters the sensor. I did this with my old DIY float switch ATO that ran for 8 years. It may be a point of failure.

The PMUP might be a bad design - so if it fails again (if I reach outside of my warranty period) I'll just rig up a different pump. But then essentially I'd be only using the ATK for the optical sensor.

It is frustrating - thousands of dollars spent on the Apex system - pretty happy over the 8/9 years I've had it - but has not been a smooth experience for the ATK.

Ya I have noticed lots of people having issues with this. Really annoying since it's so expensive. I am wondering if it's one of my sensors that has gone since I can have them both under the water and the thing is still on and pumping water.


As a update. I have a video call( I guess they escalated) with neptune support on Thursday. Will have to see what comes of it. Really tempted to just ask for my money back and get the tunze ATO. They seem to have good reviews.

[Llorgon]

Update!


I ended up having to send everything in to Neptune to take a look at it. Finally heard back today and was told the issue is:

1. The sensors were not completely pushed into the bezel. Apparently if the sensor doesn't stick out 1/8" then it will read as open.


2. The sensors were labeled incorrectly. So the high water sensor was labeled as the low level one and vice versa.



The sensors being labeled wrong seems odd to me. It had been working fine for 6 months. Wouldn't I always hear the high water alarm if the high water sensor was in fact in the wrong place?


I'm also confused on how both sensors would have come out from the bezel. I would assume it would take a bit of force and it had just been sitting in the sump and one day stopped working. Vibrations maybe slowly loosened it?


Either way I am getting my deposit back and should have my now working ATK unit in about a week or so.

[Frogger]

They seem to have pretty good customer support. They haven't given up on you like most companies that have zero customer support.

Sounds like a company I would be willing to purchase a controller from just won't buy their ATO.

[Llorgon]

Originally Posted by Frogger

They seem to have pretty good customer support. They haven't given up on you like most companies that have zero customer support.

Sounds like a company I would be willing to purchase a controller from just won't buy their ATO.

I can't say anything bad about their customer support. They are quick to answer any of your questions. They have pretty good troubleshooting docs as well.



As frustrating as it is having something like this go wrong. It was a pretty painless experience getting it to and from them. Except for fedEx not having my buzzer number and instead of calling they just keep the package for a week until I call them...

[kyl]

Originally Posted by Frogger

They seem to have pretty good customer support. They haven't given up on you like most companies that have zero customer support.

Sounds like a company I would be willing to purchase a controller from just won't buy their ATO.

Their ATO is only worth tempting if using the additional ports on the FMM imo. Else, that pump is a big liability of the unit, versus a Tunze 3155 which basically just works almost forever.

[smokinreefer]

Originally Posted by kyl

Their ATO is only worth tempting if using the additional ports on the FMM imo. Else, that pump is a big liability of the unit, versus a Tunze 3155 which basically just works almost forever.

Not too sure what your trying to say about the FMM?

I've heard comments about the netune PMUP, but isn't the pump the high failure point on all ATO set ups?

I had replaced the pump on my Tunze ATO several times in the past as well. But I wouldn't say the tunze was bad because of it.