Chaney Instrument

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 5 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 7 sensors when the old product supported 10 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]

We have been in contact with Mr. [redacted] explaining that the refund check had been issued however a new check will be sent and delivered by FedEx to allow for tracking ability.  We have also offered a $25 credit on our website for the inconvenience. Thank you,[redacted]Consumer Support SupervisorChaney Instrument Co.[redacted]
[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. 
From: [redacted]Date: Wed, Feb 18, 2015 at 5:26 PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: "[redacted]They have reached out to me. We will accept a replacement. Thanks for your help. Regards,
 
[redacted]

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, 2019....

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 ever. At this time, a refund will not be issued as requested for the smartHUB you have purchased in March 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 customers. AcuRite Access offers many benefits including battery backup to ensure sensor readings are received even during a power outage, ability to store up to 12 hours pf data during a power outage or loss of connection, improved antenna, and support for new / upcoming My AcuRite sensors to name a few. The $90 discount offered to purchase the new AcuRite Access was to offset the cost paid for the smartHUB. Purchasing the AcuRite Access now is a significant savings to our customers as the discount offer will expire on March 31st, 2018. The AcuRite Access will retail for $129.99 after this date.I do understand your concerns and frustrations. It is my hope with the extension of service/support for your current smartHUB you will find this solution agreeable. If you have any questions regarding your smartHUB, please contact the AcuRite Support Team at 262.729.4852. We are always willing to help. Again, I do apologize for any inconvenience this may have caused.Thank you,MandyAcuRite Consumer Support Managerere...

[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:
As long as they provide the resolution promised, that is acceptable.
Regards,
[redacted]

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, 2019....

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 ever. At this time, a refund will not be issued as requested for the smartHUB you have purchased in March 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 customers. AcuRite Access offers many benefits including battery backup to ensure sensor readings are received even during a power outage, ability to store up to 12 hours pf data during a power outage or loss of connection, improved antenna, and support for new / upcoming My AcuRite sensors to name a few. The $90 discount offered to purchase the new AcuRite Access was to offset the cost paid for the smartHUB. Purchasing the AcuRite Access now is a significant savings to our customers as the discount offer will expire on March 31st, 2018. The AcuRite Access will retail for $129.99 after this date.I do understand your concerns and frustrations. It is my hope with the extension of service/support for your current smartHUB you will find this solution agreeable. If you have any questions regarding your smartHUB, please contact the AcuRite Support Team at 262.729.4852. We are always willing to help. Again, I do apologize for any inconvenience this may have caused.Thank you,[redacted]AcuRite Consumer Support Manager

I have left a voicemail for the customer today, February 3rd, and also followed up with an email.  We have offered to send a replacement bridge at no cost and also include a prepaid return label for returning the malfunctioning item.

[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]

We have investigated the consumers complaint and we are willing to go ahead and replace the outdoor sensor for him due to the issue he's experienced.  We have left the consumer a voicemail message and have also followed up with an email.Thank you,[redacted]Consumer Support SupervisorAcuRite /...

Chaney Instrument Co.            1-877-221-1252Fax: 262-248-8707www.AcuRite.com

[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 11891519, and while I am not satisfied with the resolution I understand that the company is not willing to do anything to resolve the issue at this point in time so I will accept their lack of action as the resolution. In the future, however I know that it is useless to reach out to the company for support and will replace the defective equipment with equipment from another company. At this point, it is not worth my time or energy to continue to try to reach a resolution that is favorable to me with this company as they only care about their bottom line and not the customer.   
Regards,
Lori [redacted]

Good Morning, Please allow to begin with my sincere apologies for the poor customer service you had received in regards to your recent purchase of the #[redacted] on AcuRite order #[redacted]. Our goal is to provide best in class service to all of our customers and it appears we have dropped the...

ball. We will be reaching out to you today, January 10th, 2018 to provide trouble-shooting on your #[redacted] and discuss alternative options should the unit be deemed defective. We request you have the unit readily available when we contact you. As the holiday season has just ended we are experiencing higher call volume. We will aim to improve our wait times, callback features and customer satisfaction as we begin 2018. Again, my sincere apologies and we look forward to resolving your concern to your satisfaction. Thank you, [redacted] AcuRite Consumer Support Manager

Hello Mr. [redacted], Thank you for your comments regarding your displeasure with the update to the My AcuRite platform and it no longer being compatible with Windows Vista.  We understand that you are unhappy with this decision unfortunately it was a decision made nearly a year after you...

purchased your item and was not something we knew when you first contacted us.  The reason for choosing to not support Windows Vista versus Windows 7 is due to the timing of Microsoft's extended support.  Windows Vista ended earlier this year while Windows 7 will continue until the year 2020.  We hope you understand and will consider AcuRite for your weather needs in the future. Thank you,Jenny [redacted]Consumer Support ManagerAcuRite / Chaney Instrument Co.

[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 Afternoon,I have reviewed your case and found the following steps we've taken to compensate you under our warranty.  When you first experienced an issue with the weather station we sent a prepaid label for returning the unit to us for repair or replacement. The item was received by our...

Quality Department and an email was sent to you on November 30th informing you that your display had been received and we were expediting the RMA process for you.  We sent another email on December 2nd information you that improvements had been made to your display,  additional testing was done and the unit was found to be in working order and it was being returned to you.  All costs including shipping and repairs were covered under the warranty.  I understand that after this point it was difficult to reach us by phone and while we have additional staff during this time period we do still have extended hold times and we apologize you had to endure that.  I do see that we were responsive to you through our social media channels.  I'm sorry you feel these were canned responses as this is not the case at all, each case is looked into individually.  We are now sending a new unit out to you still covered under the warranty and while the normal procedure would be to receive the unit back again for further testing, we waived this process as we do want you to have a well working weather station.   If a refund is sought this would need to be done through the original seller which would appear to be [redacted]. Thank you,JennyAcuRite Consumer Support

Good Afternoon,We have reached out to Mr. [redacted] via email offering a replacement for his defect clock.  I am awaiting his reply.Thank you,[redacted]
Consumer Support Supervisor
AcuRite / Chaney Instrument
Co.           ...

[redacted]

We at AcuRite/Chaney Instrument Co. pride 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 available. Please let us know if we can be of any further assistance.

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";
mso-fareast-theme-font:minor-fareast;mso-no-proof:yes">Consumer Support
Supervisor
AcuRite / Chaney
Instrument
Co.           
1-877-221-1252
Fax: 262-248-8707
www.AcuRite.com

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Here is response back.Just received Revdex.com message stating you made an exception and will pay shipping back yet I have not answered to accept this.  Read your message.  I was waiting on the prepaid label to be emailed in the 24-48hrs like you stated.  I was going to call after and make sure I wasn't charged shipping after the fact like your last message states yet Revdex.com message contradicts.   I just want my damn money back and I am nlt paying anything else.  This is ridiculous.

[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]

While our normal policy is to have the customer pay for the return of items they wish to have refunded we have made an exception for this customer due to the malfunctions he has experienced.  We reached out to the customer by phone and email yesterday offering a prepaid return label which he...

can use to return the items he'd like to receive a refund on.   We have not yet received a response regarding this offer. Thank you,[redacted]
Consumer Support SupervisorAcuRite / Chaney Instrument Co.            1-877-221-1252Fax: 262-248-8707www.AcuRite.com