La Crosse Technology, LTD.

We have reached out to the customer. We apologize for the delay. The customer's issue has been resolved and we absolutely honor our warranty.

We have reached out to the customer again via email to address his concerns. He is welcome and encouraged to contact us directly if he has any other concerns about his product.

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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]

[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.
 I tried to reply back to the except process what I was unable to text anything so hopefully you'll get this confirming that I've accepted their reply and assistance in solving my issue, thank you for your help.
Regards,
 
[redacted]  [redacted]

I have looked over the case notes in our system and also the customer's concerns.  The item in question WS-8158U-IT is an item that has been discontinued since 2012.  The customer indicated to us that he purchased the units in April 2015 from Walmart.  Our last shipments to Walmart...

were in September of 2012.  Additionally the customer states that our website shows the item for sale for $34.99.  Our website http://www.lacrossetechnology.com/clocks/atomic-digital/wall/8158/ lists this item as discontinued and no price is given, nor options for purchase.  I have checked Walmart.com as well as several other of our customer's websites and cannot find this item available for purchase.  Our tech support department determined with the customer that the sensors he has are not compatible with the base unit he has.  It seems that perhaps the customer purchased this item from a secondary market and not directly from one of our retailers.  If the customer can provide the actual site that he purchased the items from we can try to work with him, but he may need to go back to the site he purchased the units from for assistance as they appear to have sold him incompatible parts.  We are very concerned that there is someone out there selling our products to customers that have incompatible parts and would like to get to the bottom of that, but we cannot do that without knowing where the customer actually purchased the pieces from.  We absolutely honor our warranty, but we do need to establish where items we have not had on the market for three years are coming from.  I would appreciate any additional information the customer can provide.

I own four of La Crosse's so called "Radio Controlled", or "Atomic", clocks ... all four originally worked perfect, then all four failed on the same day (still indicating that they received the NIST signal, but failing to re-set the clock). I understand that the NIST transmission was upgraded on that day, but they say that no existing receivers should be effected, the original time data is still on the signal, and it was just an upgrade. I did my research on the web, and found that thousands of other La Crosse clock users had the same problem. In other words, the La Crosse engineers should have designed a system that would tolerate upgrades to the signal.

I contacted La Crosse, carefully explaining the situation, and asking if they were going to do the right thing, and provide a solution, or new working clocks. They responded with a standard form letter, suggesting that I "try changing the batteries", or "try moving the clocks to a different location". I responded explaining that I had already tried all of that, and I again carefully explained that all four clocks functioned perfectly, and all four failed on the same day (still indicating that they received the NIST signal, but failing to re-set the clock) ... this is not a battery or location issue, it's an engineering failure.

The final response from La Crosse was that my clocks are "out of warranty", so it's my problem, not theirs.

So let me ask you this ... if a company refuses to do the right thing, and replace a product with an obvious design flaw, why would anyone ever buy a product from them again?

Interesting that all comments on the Revdex.com are negative. I have tried to contact this company for weeks. I call and no one answers. I leave messages. Unreturned. Emails are also mostly unreturned. All I want is to buy a new gateway. You would think a sales department would never allow the phone to get too busy and if it did, they would call back instantly.
I regret my purchase with La Crosse. After investing a fair amount of money in 2 weather stations I will likely have to toss those away and start with a different company.
La Crosse, look at the comments. They're ALL negative. Your customer service stinks.

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Revdex.com:thank you very much
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]

Sorry for the delayed response, we did respond to the customer on the 16th with a replacement. We have not heard back that anything is amiss after that.

We do apologize for the customer's bad experience with one of our reps.  The customer did call back yesterday and was forwarded to a supervisor who apologized for the rep and tried to make it right with the customer.  We have also dealt with the matter internally.  We believe the...

situation has been corrected with the customer but please advise if anything further is needed.Regards,
[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]

[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. 
Thanks for your assistance. :-)
Regards,
 
[redacted]

We did make the situation right as far as we could by sending the unit out that was supposed to have been sent out. As far as the customer's concern in not getting a response to a call back for a week, we are working on improvements including an updated phone system. We are sorry for the customer's negative experience with our company.

We have reached out to the customer and provided the replacement he needed.  We are working through our holiday backlog and apologize for the delayed 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.]
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]

[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 contacted the customer today and addressed his issue.

[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. 
It is unfortunate, however, that a company this big can get away with some of the poorest customer service I have ever experienced. If it wasnt for this complaint I filed with the Revdex.com, I would *STILL* be waiting for a call back from LaCrosse, weeks later.
Regards,
 
[redacted]

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.
[I have been testing both units.  One of the clocks doesn't show the temperature accurately but the other one works great.  ]
Regards,
[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]
The company is sending a new remote transmitter; however it will not arrive for two to three weeks, so I will not know whether this will resolves the issue until I receive it.
[redacted]