Reef Keeper Elite users are *%#!, want money back
Posted September 23rd, 2008 by Ryan
Turns out that Reef Keeper Elite might have been released too soon. Or at least thats what some owners are saying. With a horde of bug problems with the Reef Keeper Elite one owner had this to say: “As far as bug fixes and new modules, it’s a waiting game played a company w/ 3 employees who do the day-to-day support, sales and PayPal accounts receivables. Forget getting a refund at this point, another user was angrily informed that he’s stuck with the unit & the thread was shut down [on their support site]“. Ouch that is pretty tough. It makes you wonder if they should have increased the testing/beta stage of the unit before releasing it to the public. There is always this unit and this one to consider for your aquarium controller. Both are out of the $490 price bracket the Reef Keeper Elite is at, but both manufacturers claim no bugs, or at least that is what Profilux is preaching.
I have the Profilux and have been very happy with it so far. I wouldnt say there are any bugs and the software is always being updated and improved.
For some users, more problems appear after applying newer firmware revisions.
I don’t get a strnog feeling that DA has a good handle of the issues with this new controller.
Some might see my comments as shooting myself in the foot, as far as getting the most resale value is concerned, but please research your controller purchase well before you make a decision. I wouldn’t wish this misery upon my worst enemies.
Peruse the RKE support forum and make your own informed decision:
http://forum.digitalaquatics.com/viewforum.php?f=4&sid=d8a3ea871b5f05b6d38f7a3edc31f8e1
(Some people don’t trust the RKE to manage his/her reef to this day!)
This is Scott with Digital Aquatics. In the interest of accurate posting and having both sides, here is our response…
There are a couple bugs that are manifesting themselves in different ways in different systems, not a “horde” as posted. We have acknowledged them and have worked hard to remedy them. We have a pending firmware update (1.07) that is going through beta testing now in the field. We hope to have it posted in the next day or two. This will remedy the big bugs that have been reported. There will be a couple of improvements that we’ll be working on for the 2.0 firmware that won’t be released until sometime in the fourth quarter. Overall we have a very good handle/understanding on the issue and we expect 1.07 to make huge improvements. If you’re on the fence about the RKE wait and see if this latest update answers our concerns!
While there are clearly more then three people working here; most controller companies in the US are smaller outfits and that’s a huge benefit as I’m sure even Neptune can agree with. Having that one on one connection with customer allows us to get a better understanding of the market and what people want.
The comment on the delete post is mostly correct we did shut the post down. The forum mentioned (and linked to below,) is our technical support forum. We do moderate the site to the extent that information is easy to search and useful for customers. We don’t over moderate the site to the point where customers can’t get the information they may want/need to make informed decisions. Customer service is our number one goal! As mentioned to the customer in question and others, we handle all unique support issues (that don’t apply to the masses,) one on one. This includes RMA request, refunds and a few other services that require the transmission of personal information.
Any customers with individual concerns are encouraged to email us directly before making a purchase. We’ll be more then happy to offer up support and information that will assist you making the controller purchase that’s right for you!
Thank you,
DA
http://forum.digitalaquatics.com
Just sit tight on this one. All of the DA controllers have had problems which are usually worked about by 1.3. You never want to be the guinea pig with them
I think your review should say” A few RKE users are experiencing some problems the the unit”, because the way I see it is 95% of RKE owners are happy with the unit, and only have minor problems.
I for one I’m very pleased with my RKE, and I trust it with my tank, for weeks when I’m out of town.
[...] Aquatics was kind enough to respond to an earlier report about Reef Keeper elite owners not being happy. Of the issues reported, most if not all of them [...]