Chaney Instrument

***, my address is [redacted] *** [redacted] ***Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Good Afternoon ***,Thank you for reaching out in regards to your recent experience with AcuRite.On Tuesday August 29, I emailed you to inform you I would be happy to send a replacement hub to you without requiring the return of the original hubUnfortunately we are unable to provide the firmware update as requestedI requested for the shipping address to be verified before shipment to ensure the hub is delivered without issueIn order to send the replacement and to resolve your concern, at your convenience, can you please confirm the address for the delivery of replacement?I look forward to your response and sincerely apologize for the inconvenience.Thank you, [redacted] AcuRite Consumer Support Manager

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me From: *** [redacted] Date: Wed, Feb 18, at 5:PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: " [redacted] They have reached out to meWe will accept a replacementThanks for your helpRegards, [redacted]

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

Good Morning [redacted] ,Thank you for reaching out to AcuRite in regards to the recent announcement of the end of service / support for the AcuRite smartHUBAfter reviewing feedback from many of our customers, AcuRite has extended the end of service/support of the AcuRite smartHUB to February 28th, I do understand many of our customers recently purchased the smartHUB and our commitment to meeting the needs of these customers is as strong as everAt this time, a refund will not be issued as requested for the smartHUB you had purchased in August as the warranty is no longer valid.I also understand that discontinuing a product can be an adjustment, however, the AcuRite Access is the next upgrade to the smartHUB and was designed based on feedback and feature requests made by our customersAcuRite Access offers many benefits including battery backup to ensure sensor readings are received even during a power outage, ability to store up to hours pf data during a power outage or loss of connection, improved antenna, and support for new / upcoming My AcuRite sensors to name a fewThe $discount offered to purchase the new AcuRite Access was to offset the cost paid for the smartHUBPurchasing the AcuRite Access now is a significant savings to our customers as the discount offer will expire on March 31st, The AcuRite Access will retail for $after this date.I do understand your concerns and frustrationsIt is my hope with the extension of service/support for your current smartHUB you will find this solution agreeableIf you have any questions regarding your smartHUB, please contact the AcuRite Support Team at We are always willing to helpAgain, I do apologize for any inconvenience this may have caused.Thank you,***AcuRite Consumer Support Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.You have extended the period in which you will support the device by only months This is still absolutely unacceptable, as this was done clearly only to avoid legal issues regarding making the devices non-functional during the warranty period You have lost a customer in me, and I am not the only one Forcing your customers to pay for a device which has LESS functionality by only supporting sensors when the old product supported is not an “upgrade” of any sort Your extortionate business practices are an insult to the common sense of your customers I will continue to tell everyone I know to avoid your business, and many others will do the same Regards, [redacted]

I have spoken with this customer regarding his dissatisfaction We have sent him the new weather station he requested and he is returning the malfunctioning product at no cost to him.Thank you,Jenny H [redacted] Roman Consumer Support Supervisor AcuRite / Chaney Instrument Co 1-877-221- Fax: 262-248- www.AcuRite.com

We at AcuRite/Chaney Instrument Copride ourselves in providing best in class products and support and we would like to apologize for dropping the ball with you I see that we did receive all proper documentation needed and your replacement indoor/outdoor unit is now on its way out to you You should receive a confirmation email containing those order details and another email once tracking information is made availablePlease let us know if we can be of any further assistance

Good Morning ***,Thank you for reaching out to AcuRite in regards to the recent announcement of the end of service / support for the AcuRite smartHUB. After reviewing feedback from many of our customers, AcuRite has extended the end of service/support of the AcuRite smartHUB to February 28th,
I do understand many of our customers recently purchased the smartHUB and our commitment to meeting the needs of these customers is as strong as everAt this time, a refund will not be issued as requested for the smartHUB you had purchased in August of 2017.I also understand that discontinuing a product can be an adjustment, however, the AcuRite Access is the next upgrade to the smartHUB and was designed based on feedback and feature requests made by our customersAcuRite Access offers many benefits including battery backup to ensure sensor readings are received even during a power outage, ability to store up to hours pf data during a power outage or loss of connection, improved antenna, and support for new / upcoming My AcuRite sensors to name a fewThe $discount offered to purchase the new AcuRite Access was to offset the cost paid for the smartHUBPurchasing the AcuRite Access now is a significant savings to our customers as the discount offer will expire on March 31st, The AcuRite Access will retail for $after this date.I do understand your concerns and frustrationsIt is my hope with the extension of service/support for your current smartHUB you will find this solution agreeableIf you have any questions regarding your smartHUB, please contact the AcuRite Support Team at We are always willing to helpAgain, I do apologize for any inconvenience this may have caused.Thank you,***AcuRite Consumer Support Manager

Good Afternoon, On March 16th the customer requested and received a coupon code for the upgraded product indicating that he wished to place an order for the the new product which would replace the product in question.March 19th the customer emailed customer support stating that he was having
trouble with the coupon code working correctly when attempting to order online. March 21st the customer made contact with customer support via telephone and stated he wished to have the product replaced at no cost due to no response received yet on his email. Customer support informed him that his product was out of warranty and purchasing the upgrade would be the next course of action. The call was ended without further action.March 23rd the customer reached out to support via telephone again indicating again that he would like a free replacement sent however he also stated that he had received the coupon code but it was not working when attempting to place the order himself onlineThe customer support representative offered to place the order for him over the phone. The customer stated that he no longer wished to due business with our company. The representative apologized and thanked him for reaching out. The customer then stated that if we were unwilling to give him a code he would go elsewhere and ended the call. The representative called the customer back and left a voicemail clarifying that while we are unable to give out another code we could place the order for him over the phone with the discount applied. March 29th a customer support representative reached out to the customer again via phone but was unable to make contact with the customer. A follow up email was sent to the customer stating again that we would be happy to place the order for him over the phone. Due the customer's current product being out of warranty we are unable to offer a no cost replacement however our offer to place a discounted order for the customer over the phone still stands. Thank you, *** ***
Customer Service ManagerPrimex Family of Companies

Good Afternoon,Thank you for reaching out to AcuRite in regards to your recent purchase of the *** on order #***. We were able to reach you on January 23rd, and reviewed your concernWe are confidant we were able to resolve the concern to your satisfaction by providing a
#*** as a replacement which is the closest option still available in place of the #***The replacement provided was free of charge and we do not require the original unit to be returned.We respectfully ask with any future purchase to not discard any packaging should you decide to return the unit within the warranty periodPlease let us know if you have any further questions or concerns.I will be happy to help.Thank you,***AcuRite Consumer Support Manager

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I appreciate you sending me a shipping label and the old display will be on the way today for your repair/replacement. I like your equipment and for the most part it has always worked (I have purchased a couple of weather stations and additional displays) Hopefully you will find a way to make it easier to contact you when there is a problem.
Regards,
*** ***

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.Thank you for your help.*** ***

Good Afternoon,We do apologize the proposed proposal was rejectedWe are very happy that we were able to reach you yesterday and resolve your concern to your satisfaction by providing a replacement display. It is AcuRite's goal to provide first class service to all of our customersWe do apologize for any inconvenience this may have caused.Please let me know if you have any further questions or concerns.I am happy to help.Thank you,MandyAcuRite Consumer Support Manager

Good Afternoon,MrHerold contacted originally contacted us on 7/5/regarding his model #***During this call the customer provided the requested information which included his contact details, model number and original place of purchase for our recordsBased on the concern mentioned, rain not
registering, our AcuRite customer service representative provided the hard reset steps for the customer to resolve the issueThe customer made contact with us again on 7/10/stating the hard reset steps provided did not resolve his concern and the rain was still not registering on his unit but would call us back to trouble-shoot the issue furtherOn 7/24/17, the unit was still not operating correctlyOur representative noted the customer disassembled the product, checked for debris, and the unit was cleanOur representative suggested to clean the reed switch on the unit using compressed air and check the solder connections which did not resolve the issueDue to the original place of purchase, Ebay, as well as the customer not being the original purchaser of the product, we could not provide a replacementWe offered a 15% discount to the customer towards the purchase of a new unit due to being unable to provide a replacement which was declinedOur Applicability of Policy is listed on our website which is seen below. Last call was received on 9/26/and the customer was seeking a 5nreplacement unit for $The representative again offered 15% off to the customer per policy as a courtesy which was declined by the customerThe representative also provided a link to the policy as shown below to the customerWe recommended the customer reach out to the seller on Ebay which whom the product was originally purchased from to resolve this concernWe will be happy to place a new order for the customer with the 15% discount as originally offered should the customer be interested.We strive to provide first class service to all of our AcuRite customersWe do apologize for any inconvenience this may have caused.Thank you,***
AcuRite Consumer Support Manager Applicability of PolicyThis Return, Refund, and Warranty Policy applies only to purchases made in the United States and CanadaFor purchases made in a country other than the United States or Canada, please consult the policies applicable to the country in which you made your purchase.Additionally, this Policy applies only to the original purchaser of our productsWe cannot and do not offer any return, refund, or warranty services if you buy products used or from resale sites such as eBay or Craigslist

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

Ms***, I understand that your time is valuable and we are sorry that there is a delay in response this time of year Please understand that we do our best to respond as quickly as possible We are investigating the experience you've had with our phone system so we can determine the cause and improve for you and all of our customers.We certainly did not intend to make you feel as though you were responsible in any way and we are sorry that you feel this way I see that they new display unit was received on December 24th and hope that his corrects the issue you've experienced If you find that this does not, or you have any other concerns we would be happy at that time to discuss a possible replacement with a different product, however we would need to receive this weather station back before a new unit would be sent. Thank you,JennyConsumer Support ManagerAcuRite / Chaney Instrument Co

Revdex.com: IT!
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***Why is this so difficult I paid dollars Got back THAT ISN'T A FULL REFUND! WHAT WE HAVE BEEN ARGUING ABOUT THE WHOLE FKING TIME AND THEY STATED THEY WOULD DO IT What do I need to do to proceed in order to be compensated correctly? Their st product did not work Their customer service is non existent I am not happy and want to escalate this

Mr*** was contacted on Dec20th regarding the shipment of his replacement. An apology was made and offer to reship a second replacement if necessary. Awaiting reply from Mr. *** Thank you,*** ***Consumer Support SupervisorAcuRite / Chaney Instrument
Co

I am awaiting a package from Acu-Rite. I still have not received it, but as soon as I do I will click on the appropriate response below. Thank you so much