Chaney Instrument Co

Review: My husband received an Acu-Rite Weather Station Model #[redacted] as a gift at Christmas time. Shortly after we started using it I noticed that many times the temperature never changed and was not accurate so I returned it to [redacted] where I had been told it was purchased. They exchanged it and it was doing the same thing. It would be 5 degrees and it would show 35 or 40. I tried different batteries etc. and nothing worked so I went back to [redacted] and told them I wanted to exchange it again but since this was not working I would like to get a different model and I would be glad to pay the difference. She told me well you don't have the box, so we can't do anything for you (I worked at [redacted] and I know they take things that are not in the box if they are defective especially if they still have it in the store because they can get a upc easily) and she took my receipt (which I had gotten from the person who gave the gift)and tossed it in the garbage and turned her back on me. I tried to find a manager but to no avail so I told her I am going to go to the company and her response. I came home and sent an email to Accurite. I was told that I would hear from them in 48 hours. After several days I got an email saying they were busy but would be in contact. After a couple weeks I got an email telling me what to do an asking more question. I had told them all about [redacted] etc in the first email (wish I wouldn't have now) Anyway last week I got an email saying, we did not know it was a gift and we will let you know. This week I got an email saying sorry since you got it at [redacted] we can't do anything. They knew from the start it was gotten at [redacted] andwhy does that nullify the warranty. They were so slow in handling thi and their emails are so conflicting. I was not able to explain enough in the settlement description area.Desired Settlement: I would like a replacement or a refund of the monies spent. I don't want the same model - I want to go to a more expensive model They have a model that has the wind speed etc and I would like to get that. This model has a flaw or else it would not take several to find one that works. I think the proper way after all the hassle I have been through would be to give me the more expensive model and call it good or give me a gift certificate to get it. I feel that I was not treated fairly.

Business

Response:

I have contacted Ms. Veik via email today offering several options for similarly priced weather stations as a replacement. I am awaiting her response.

Thank you,

Consumer

Support Supervisor

Chaney

Instrument

Co.

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Twitter: @Acurite

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am satisfied with their offer if they follow through with it.

Review: I ordered an expensive weather station on 12/15/13. I never received the weather station (nor was I billed). I have tried three times to write them regarding my order. Each time I recieve a case number and a promise that a "real person" would contact me. I am writing the Revdex.com because possibly you can get them to respond. I placed the order in plenty of time for Christmas delivery, and they will not respond. Thank you for your help. (see below)

Order Acknowledgement

Order Number [redacted]

Ordered on December 15, 2013 4:46:40 PM CST

Billing Information: Payment Method:

[redacted] Credit Card

Shipping Information: Shipping Method:

[redacted] 1 $169.99

Subtotal $169.99

Shipping & Handling $0.00

Grand Total $169.99

When will I receive my items?

Once your order ships, you will receive an email with tracking information.

How do I return an item?

Visit AcuRite.com/returns to review our return policy, and to initiate a return.

Customer Support

If you have questions about your order, please contact support online www.AcuRite.com/support, by email at [redacted] or by phone at [redacted]

Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.

© Chaney Instrument Co. All rights reserved.

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Dear [redacted],

Thank you for submitting an inquiry to Chaney Instrument Co. customer support. Your Case Number is [redacted]. You will receive an update within 3 business days.

We are so sorry that we haven't had a chance to get to your inquiry yet! We're working as quickly as we can to respond, and we promise a real person will get back to you soon. We appreciate your patience and apologize again for the delay.

If you have any additional information to include in your request, please reply directly to this email.

Regards,

Customer Support

Chaney Instrument Co. / AcuRite

Tel [redacted]Desired Settlement: I would like to know why they fail to contact their customers, and what happened to the order that I placed as a Christmas gift.

Business

Response:

We have reached out to Mr. [redacted] via email today, Feb. 20th. Offering our apologies and 50% off his next purchase on AcuRite.com. At this time we are awaiting his response.

Thank you,

Thank

you,

Consumer Support

Supervisor

Chaney Instrument

Co.

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Twitter

Twitter: @Acurite

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am inclined to accept their offer, however I would not consider this resolved. I was offered a 50% discount when one becomes available. The letter I received indicated a May delivery, however their website shows a March delivery? The original order provided free shipping, and this was not promised on my replacement order. Finally I am led to believe that I must monitor their deliveries, and then contact them with my case number in order to place my order and receivea the discount. It seems like it would be their responsibility to contact me when they can honor my order. When they can give me a give me a firm date of delivery and honor the free shipping I would consider this case closed. Until then, it is just another delay, and I am concerned with the conflicting delivery information.

Review: Purchased product "Environment System with Temperature and Humidity 924ES" from vendors website and paid expedited 2 day delivery. Received product a few days later and found part of the product (the display screen) was broken. Contacted support within 30minutes of delivery of order. Was sent response email that they would respond within 4 days. Received generic response from company 5 days later that a person had not yet looked at the support ticket. After a few more emails to support I finally received a response a few days later(10 days since defective product arrived) saying in writing, that they would ship replacement via fedex 2day. 4 business days later and still no replacement product or refund. After investigating further I find that the replacement order is in their system, but is not for fedex 2 day as stated in writing in official company communication, but instead is configured for fedex smartpost(roughly 4 times the shipping time of 2 day, now even longer over holidays) and has still not shipped. Today is now day 14 with no resolution from vendor.

Paid expedited shipping to receive product for a customer install and product shows up defective. now 14 days later support case is not resolved and I have had to move my customer to another vendors product. Vendor needs to either their own warranty when customers contact support or refund for the product. Attempts to work with vendors customer support have only made the situation worse.Desired Settlement: Apology from Customer support and "[redacted] - Chaney Lead Support Rep" for absolutely embarrassing customer service and not following through with their 2 day shipping statement documents in email over official company communication, as well as refund of product.

Business

Response:

Mr. [redacted] was contacted on Dec. 20th regarding the shipment of his replacement. An apology was made and offer to reship a second replacement if necessary. Awaiting reply from Mr. [redacted] Thank you,[redacted]Consumer Support SupervisorAcuRite / Chaney Instrument Co.

Review: Purchased a product from Chaney Instruments about 2 weeks before Christmas. Products ordered were [redacted] Indoor/Outdoor Multi-Sensor Station and product [redacted] Wireless Sensor. The product was received in a reasonable period of time but it was defective. I contacted their customer support 6 times by phone and each time was disconnected. I contacted them twice via email and each time received an automated response indicating a representative would follow up with me. That did not happen. Made one final phone call and did get through to a representative who was less than courteous. Was told that all shipping costs, even those related to defective products, were my responsibility. Was also told that I would have to wait 6-8 weeks after returning the item for any refund. I am still waiting. I did my research on their products before making a purchase and found generally favorable reviews. I guess I should also have looked into their customer support. They have also failed to respond to my bank card issuer who contacted them on my behalf.Desired Settlement: I spent a total of $92.28 on their products and I wish to receive all of it plus any shipping costs associated with the return credited to my account. A prepaid return address label is the norm for most vendors.

Consumer

Response:

I have recently heard from Chaney Instruments and was pleased with their response. They acknowledged that there was a problem with the installation instructions associated with the product I purchased. They have rectified this and offered a full refund. The representative I spoke with was very helpful and apologetic. I also heard from my bank which confirmed that a refund was in progress.