La Crosse Technology, LTD.

We apologize that the customer wasn't assisted as promptly as desired.  We do answer phone calls in the order received, and respond to voice mails left in the order received as well.  We did reach out to the customer when his voicemails came up and left a message.  We did reach...

out again today to try to speak to the customer.  One of our supervisors left a message indicating she would be emailing some troubleshooting and leaving her contact information and asking for a good time to call back.  We are looking forward to being able to speak to the customer and do what needs to be done to replace his unit under warranty.  As the item was not purchased directly from us our policy is to offer replacements under warranty to make the customer whole.

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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]

I have reviewed the pictures provided by the customer.  He is showing a WS-8158U-IT base unit and a TX141 sensor.  These two pieces are not compatible with one another and would not have shipped together in original packaging.  The WS-8158U-IT runs on a 915 MHz frequency as it shows on the back and the sensor shown runs on a 433MHz frequency as shown on the back of the sensor.  These two pieces will never communicate with one another.  If those two pieces were sold to the customer as a unit by a secondary market seller 1) he should request getting his money back as he was sold goods that will never work as a unit and 2) we would still appreciate knowing who that actually was so that we can attempt to stop the selling of our goods in a fraudulent fashion.Additionally, as I said before, this item has been discontinued for 3  years.  Our retailers, including Walmart and Sams Club do not even list this item on their websites when searching for it.  It would not be common practice for them to list an item that has been discontinued for this long, so not having a Discontinued Date is not surprising.  With all of the above being said, although we do not feel this is something covered under warranty we are willing to send the customer 1 TX37U-IT sensor which is the compatible sensor for the unit that he has.  If the customer has two base units, both of them will read just fine off the same sensor.

[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]

Our apologies...we thought we had already responded to this complaint.  We did contact the customer on 1/17 and are sending her a replacement sensor for the unit in question.
Regards,
[redacted]

We have reached out to the customer and offered a replacement sensor to make him whole.  Initially he accepted this, but then called back and said that he was moving on to something else.  We apologize for the system issue that occurred that we did not receive his initial request for a...

new sensor from our subsidiary call center.We apologize for the inconvenience this has cause the customer.

Review: Product does not function properly. Company responded initially to my request for assistance but now will not respond to further requests for assistance.Desired Settlement: I would like the product replaced with the same or a better (less problematic)product in order to avoid future issues.

Business

Response:

We have contacted the customer regarding their issue and sent out a replacement part.

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.

Review: Called on SEPTEMBER 26, 2014 REGARDING A ws-9160u weather station that I received as a gift...not working right out of the box. After some troubleshooting, [redacted] agreed to send me out a replacement (new model as this one was discontinued). He said I should have it in a few days.

It is now Oct. 26. No replacement. I have called FOUR TIMES in the last 2 weeks and left messages, with absolultely no response.Desired Settlement: Replacement with an upgraded model of this station IMMEDIATELY. Also, a promise that they will do something about their customer service, where you can NEVER reach a live person!

Business

Response:

We have reached out to this customer and apologized for the error with his case that filed it instead of pushing it to our warranty department. We are sending the customers replacement out to him.

Consumer

Response:

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,

Though the company agreed to correct their mistake of not sending out a promised unit to me, it still does not resolve the very basic issue that this company has. Namely, lack of adequate customer support personnel to handle *any* calls live, and a wait time of a week or more for a response after leaving a message. This company has a long way to go to provide even minimally adequate support to the purchasers of their products. I, for one, will no longer purchase LaCrosse products because of this experience.

Business

Response:

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.

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.

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.

Review: For weeks, I have been unable to obtain a replacement wind sensor for my WS-2810-2-IT. The sensor is, more specifically, TX56UN-1-IT 815 Mhz. E-Mail responses were non-responsive to the issues raised and indicated my submissions were not read by a thinking human. The bottom line was to go to the company store. The 2810 is not listed as a selection. The TX56 is listed but, once selected, returns to the original screen to ensure I have the correct station. Result, a loop that can't be broken. Repeated calls to customer service result in repeated rings (about 20) and ultimately, a busy signal. Calls (toll calls, by the way) are not answered and are not returned. Is anybody home? In short, I have spent hours on this foolishness and, judging by comments on the net, and from a neighbor's experience, the solar sensor fails early. Although you have the 2810 for sale on your web store site, web retailers show it as "Discontinued".Desired Settlement: I get a sensor that works and will continue to work for a reasonable period. If you decide to send a replacement, there is a quirk in the address shown. It is correct for USPS, but if sent by UPS or FedEx, [redacted]. The next step is small claims court and that is costly and inconvenient for both of us.

Business

Response:

Hello,

We have reached out to the customer regarding this issue and believe we have resolved it to his satisfaction.

Regards,

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.

Review: I received the 308-1414b wireless weather station as a gift 11/2015. It worked for a while then the outdoor tempature stopped displaying. I have called the company four times each time was on hold with no hold music (not sure if I was still connected). Each time a recording came on telling me to leave a number and they will call me back. First time they never called, Second time the left a message giving me a phone number to call them back. Third time I callled back and went through the same rutine, hold, message for me to leave a number. Fourth time DITTO. I followed all their online trouble shooting inscructions. It still did not read outdoor temp. THIS COMPANY HAS NO INTEREST IN ASSISTING IT'S CUSTOMERS. It is appearant there are disgn flaws for this product. They have bizzare instruction on what type of battery you cannot use in these units.Desired Settlement: With this type of service, his company should not be allowed to continue . At the very least, I would like a refund.

Business

Response:

We apologize that the customer wasn't assisted as promptly as desired. We do answer phone calls in the order received, and respond to voice mails left in the order received as well. We did reach out to the customer when his voicemails came up and left a message. We did reach out again today to try to speak to the customer. One of our supervisors left a message indicating she would be emailing some troubleshooting and leaving her contact information and asking for a good time to call back. We are looking forward to being able to speak to the customer and do what needs to be done to replace his unit under warranty. As the item was not purchased directly from us our policy is to offer replacements under warranty to make the customer whole.

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.

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]

Review: I have contacted technical support by phone and left a message and by email about my defective product, Wireless Weather Station, model number model#WS-8158U-IT case number 760403, CRM:0066344. [redacted] from the technical support group contacted me via email 5 or 6 different emails. The problem is that the sensors do not connect to the main weather station unit and therefore the product never worked right out of the box. I have asked that the unit be replaced under warranty via email.3 [redacted] asked me a serious of question and offered instructions on how to check for batteries wall distances etc.. The last email [redacted] determined "The model#WS-8158U-IT is an older, discontinued station. We will need a receipt for any warranty issues. Also, the WS-8158U-IT is a 915MHz unit. You stated the sensor is 433.92MHz. Those two units will never pair up." If look at their webpage the unit in question appears for $34.99. The units are defective and does not work and needs to be replaced. None of the guidance via email resolved any of the issues with the unit. The company needs to honor its warranty and replace the unit at no cost to me.Desired Settlement: That two new units be mailed to me at no cost to replace the defective unit.

Business

Response:

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.

Consumer

Response:

I bought a La Crosse Weather Station, took it out of the package followed the set up instructions and the product simply did not work. It took over a week to make live contact with them and they wanted me to pay to ship the product back to them and wait for a determination. I asked about having them pay for shipping but they refused.

I feel that a a customer who bout a product in good faith I should not have to pay additional sums to get a working product on top of the inconvenience of not getting a quality product and having to wait to receive a working replacement.

Review: After trying to contact via mail and phone (landline) ###-###-#### I have not had a response back from them for over a week. I was told that there is a warrantee for one year on the unit in my purchase date was 03/05/14. So I'm sure once I do get to them the probably say is out of warranty. For my particular issue, which is also on their website, they have a disclosure of how to try to remedy it, which I did to no avail. So since then I have been trying to contact them. Very sad to have a product and company with a type of support they have, or the lack of.Desired Settlement: I am just looking to have my unit work, whether it be by a replacement, repair, or upgrade(I would pay the difference if these models are prone to issues). A personal contact, preferably by the phone would be great. This is a unit for someone in the family that is not mobile and does provide them at least a little access to what the weather is like or what's going on outside. On my registered homepage it has listed only one device that was registered, and does not show the new registration of the additional device that was purchased approximately a year ago, and also registered. Thank you, [redacted]

Business

Response:

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.

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 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.

I am not looking for a resolution as I no longer have my receipt but I have to share this! I purchased a clock Model# W85923 a few weeks ago! You can barely hear the alarm! The directions say nothing about volume adjustment! So I looked online and there are many complaints for the same issue but no replies! So I called La Crosse support and was on hold for several minutes before I was asked to leave my phone number for a callback! Over a week later I received a call and the support person after hearing my problem said "I believe I've heard of that,how are the batteries?" The clock is electric! Then she said "Did you set it on something soft,like a cloth?"" Try setting it on something metal and see if that helps! Then she suggested I take it back to Walmart and get a different clock! (no receipt) She then suggested that I try it before I buy it! As I was explaining the probability of me opening a sealed package and looking for an electrical outlet at Walmart,She hung up on me! I hope she doesn't quit her day job and gets fired from her night job!

Comments by others reflects my own experience. La Crosse will not answer or return phone calls. Therefore I have a product I cannot fully use.

Review: Company has phone system and state they will get back with you. I have a brand new unit that doesn't work and after two calls and one email they still do nothing. I am a tech type and know how to follow directions on a package. In the email they did respond to they only thing they mention is maybe bad battery and they would contact me.Desired Settlement: replace bad part or parts.

Business

Response:

We have contacted the customer today and addressed his issue.

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.

Consider case closed as company contacted me and are going to send me a new unit.. Thank you for your help

La Crosse Technology does not respond to customer complaints and warranty issues.

They simply ignore complaints and warranty issues. Good luck trying to contact the comp

company on an warranty issue or a product that does not work. Their message system

says they always return phone calls. After leaving numerous messages for days, I have yet

to receive a return phone call.

I bought a Lacrosse weather station model # S88907 last Nov. 2 months later it went bad to I returned it to Sams for another unit. Now a year later the outdoor temp is inaccurate. I contact Lacrosse, followed all their instructions, still the issue persists. I've sent numerous emails & they reply with different steps. None work. I ask for a Mgr or Supervisor to assist, no comment in their reply. I ask for another sensor, I think this one is bad since the indoor temp is accurate, no comment. The out door temp seems normal at night, once the temp warms up the variance is sometimes 30 degrees. I don't understand why they won't send a replacement sensor. It's still within their 12 month warranty. Seems like they just don't want to help.

Review: I recently purchased two TX60U-IT remote thermometers and a gateway to enable monitoring. The enclosed documentation was not at all clear, but the manual available online is well written and states that Activation Key Cards are needed for the setup and activation of the units purchased. Indeed, when I tried to set them up on-line I was asked for the activation codes which were not supplied with the shipment.

Calls to customer service go to voicemail and are returned days later. E-mails to customer service are returned not quite as many days later with the assurance that activation keys are not needed while the manual and registration site indicate that activation keys are needed.

I never thought I would say this, but "customer service" at this company is worse than ANY cable TV provider I have ever encountered.Desired Settlement: Either provide the required activation keys for the two temperature sensors and gateway and help me get these units working or provide an RMA and credit to my credit card.

Business

Response:

We did reach out to this customer. There was a mis-communication in terms of what website the items needed to be registered with. The customer indicated that the items were already boxed up to be returned to the store. We would be happy to troubleshoot further should the customer wish.

Review: I received a WS-2811OAK-IT weather station on 1-3-16. Station has never been accurate on wind speed or rainfall. I have tried to do everything they have asked including sending the unit back 2 times, moved the sensors around and rebooted the monitor. Both times they have supposedly replaced the sensors but always send the same monitor back and I still have the same problem.I have spent hours on the phone at my expense trying to get this to work but have not had any luck.Desired Settlement: I would like to try a new monitor to see if that is the problem.

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 was contacted by Superviser [redacted] at Lacrosse this AM. They are sending me a UPS shipper and I am to return my complete unit and they are to send me a new different unit. This one has been discontinued so we are going to try a new unit. Hopefully it will work better as this one has been a pain. Thank you for your help.

Business

Response:

We contacted the customer and, as the model he had is discontinued, sent him a display from a new model.