La Crosse Technology, LTD.

The initial email contact with customer support resulted in LaCrosse resulted in stock instructions and a questionairre which produced no positive results. After my sending two more emails with further questions, no more emails have been sent by LaCrosse. They seem to have gone dark. LaCrosse must be making so much money, they feel they're too big to fail!

I am having difficulties setting up the product although I have tried the exact directions and all online help multiple time. I've been trying to reach them through their contact info on support with no help. It's been a week and over a dozen phone calls with none of them making it through and no calls back.

I purchased a WS-1516-IT for $160. The sensor has stopped working 1.5 years after purchase. I emailed the company and their solution is for me to send the display unit to them and they will send me a 45% off coupon for a new unit which means I spend another $75+. The company does not stand behind it's product which is evident from all the complaints on the web.

Review: We purchased a subscription renewal for a monitoring service option for the temperature monitoring device we purchased from them some years ago. They canceled the service anyway. We are trying to get the subscription re-activated without success.

Events

March 22, 2014 - Renewed subscription with a 3-year prepaid contract

March 22, 2014 - Received confirmation of our successful subscription by email.

April 4, 2014 - Received notice of upcoming expiry (the old subscription)

April 5, 2014 - Wrote to the help desk at WeatherDirect.com (their web site) to point out the apparent error and request confirmation of our account status.

No reply

April 8, 2014 - Received a notice of upcoming expiry.

April 9, 2014 - Received notice of EXPIRY

April 11, 2014 - Opened support ticket via web site:

No response.

Called the help desk. Placed on hold for 20-minutes (not a toll-free call) then the IVR hung up.

April 11, 2014 - Contacted Revdex.comDesired Settlement: Expedient solution.

Activate the subscription.

Credit for days "down"

Business

Response:

We have extended the service as requested. We apologize for the delay in response.

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.

Thanks for your assistance. :-)

Review: Purchased item from LaCrosse Technology Outlet store on 01/12/2014. I also purchased extended Warranty with SquareTrade. Model # S84193. Sensor failed to communication with the base after several months prompting me to call LaCrosse Technology for warranty support. On 10/20/2014 a Case was created, 672324. The representative instructed and subsequently emailed instructions on resetting the unit and sensor which I did. The sensor started working again for a short time. Then several weeks ago failed again, I called LaCrosse Technology again spoke to "Sue" and she mailed me a replacement sensor. I received the replacement sensor a week or so later and now the sensor will not transmit the correct temperature to the base. I spent a total of 3 hours resetting all devices to no avail. Today 12/10/2014 I called LaCrosse Technology again and spoke to "[redacted]". I requested warranty service and I was told that La Crosse Technology was not responsible to warranty their product because "I didnt buy the unit from them" and directed me to call the Outlet store where I purchased the item almost a year ago. [redacted] refused to let me speak to a supervisor and refused to warrant their own product.Desired Settlement: I am asking La Crosse Technology to honor their own warranty and fix the issue plaguing this model. If that is not possible then please send me another unit that works.

Business

Response:

We reached out to the customer today to arrange a replacement. The customer was not at home, but we left a message. We will continue to reach out to satisfy the customer's needs.

Consumer

Response:

Review: I can see that I am one of the many customers who purchased LaCross products and did not get the warranty.

I live in Canada and I bought WS-8117U-IT atomic clock with wireless sensor from e-bay in the US. The outside temperature stopped working after one week. La Cross blamed the batteries I used and actually their website consists predominantly information what kind of batteries should be used. This does not seem to fix the problem with the remote sensors. After I changed all batteries many times La Cross sent me another sensor. This did not solve the problem because the thermometer did not work again. I have to say that communication with them takes very long response time (usually 1-2 business days) and they do not come with any useful solutions. They want you to pay shipping to the USA which makes the warranty absolutely useless. They do not give you other options. The retailers do not accept defective products back.

See the last correspondence to the technical guy "[redacted]" who did not respond anymore to my last email from Dec 17/2013:

[redacted],

My patience has ended.

I offered for you to buy spare parts. Please do not quote my sentences. I am sure you know what I am talking about. You refused.

You offered for me to send the clock to the States for the price of $80 ($39 at each direction +tax) shipping cost. The new clock costs $50. Apparently you believe that I am incompetent and cannot sum 2+2.

At least three times in the previous months I requested for you to provide me with contact information with La Cross Canada. There was no response to this request. You conveniently do not respond to what you do not like.

You have been repeating the same answer so many times without a minimal effort to solve the problem or to offer something different from the obvious non-acceptable. I even offered to pay for parts. Same answer. I need you to fix or replace my clock and this is part of your business obligation. Or, do you want me to believe that offering something unreasonable will force me to quit? This is the impression I have from you and the company you represent.

I found the address and the web site of the Federal Trade Commission and I will submit a complaint for false warranty. Your name will be there too and your company as well. Please provide your full name, position in the company, and your immediate supervisor as well as contact information.

As I said before I am a small customer that must be respected. You money comes from million small customers like me.Desired Settlement: They should repair it/exchange it for free. This is the mean of the provided warranty.

Business

Response:

We spoke to this customer this afternoon trying to work out the the miscommunications. When first contacted in July we sent a replacement sensor. The customer indicates that sensor never worked. Our policy is that we first send a replacment sensor. If that doesn't work the next step is to receive the entire unit back to be evaluated and set/replaced. The customer pays to send it here and we pay to send the fixed unit back. We sent a service ticket to him to have the clock returned. We never received the clock back or heard from the customer from then until recently. The customer wanted us to send the internal workings of the station to him for repair himself. We do not carry replacement inner workings and do not support taking the units apart. At that point we reached an impasse and the customer indicated we would need to part ways.

We do honor our warranty and stand behind our products, however, this item was purchased through Ebay and we have no way of knowing what condition it was sold in/received in. Our warranty does not cover items purchased second hand as we have no control over the condition the goods are sold in. Even with that, we did try to help this customer.

We regret that we were unable to satisfy him.

Regards,

Consumer

Response:

Review: I received a weather station model S88907 from my son for Christmas\. It would not send a signal to the main unit. It would do it occasionally, but not steady.

I called the customer service several time's They would want me to reset the unit which I did several time's.

One customer service rep said she would send me a new sensor. Nothing happened. They advertise that the unit would send the signal up to 300 feet. Mine won't send it 10 feet. They keep telling me that it could be picking up a radio frequency.

This company has the worst customer service I have ever experiencedDesired Settlement: I am so disappointed in this company that I will never do business with this company and will advise others to do the same.

If there product can not send the signal 300 feet then they should no be able to advertise it.This is false advertising [redacted]

Business

Response:

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: I emailed their customer service but did not get a response, so I am filing this complaint. I bought the WT-8002U clock on a website and right at the 100 days mark - the screen has gone dark gray and the digits are light black - so it's too difficult to read unless I shine a flashlight on it. I did check their FAQ's and did put in a fresh battery, but without resolution. I have had a loss of value as I have to buy another clock now.Desired Settlement: What they think is fair - but a replacement would be enjoyed - a plug-in, AC wall clock (illuminated or that has clear readability) would be nice or one that projects the time on the wall and plugs in.

Business

Response:

We do respond to emails in the order they are received and we had reached out to this customer this morning before receiving the complaint. We have since spoken with the customer and replaced his unit with a different item that he preferred.

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: Tech support calls are put on hold, and then they request you leave a message which they do not return.Desired Settlement: Provide tech support for their products

Business

Response:

Hello,

We have reached out to this customer. We have a voicemail from today. We strive to respond to voicemails with 24 hours.

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.

Hi [redacted],

This resolves the complaint. The rep could not have been more accommodating once we were in contact.

Thank you, **

Review: I purchased a Weather Station (Model [redacted]) thru Amazon in early December as a Christmas gift. The unit has failed to respond to the "outdoor settings", even though I have followed the instruction booklet and have even changed batteries multiple times. I have tried calling them to seek their help in resolving the problem only to be put on "hold" for a while and then directed to their message system where I have left my name, phone number, the unit ID, problem, etc. The message further indicates that all representatives are presently "busy" and "someone" will be in contact with me shortly! I have left additional calls with requests to call me to resolve my problem, but to date no response! I then emailed the Company a week or so ago and their response was that they would answer me in a "timely manner". To date, nothing!Desired Settlement: Either a follow-up to correct the problem or a replacement unit.

Business

Response:

We are running behind in our tech support department and apologize for the delay. We have been in contact with the customer and are troubleshooting the issue he is having.

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.

“[redacted]” of La Crosse Technology called me within an hour or so after I filed my complaint. She walked me through what had to be done and, to date, all seems to be working fine. If I encounter a further problem I’ll let you know. Thanks for your help! Please forward this to La Crosse.

Review: I have contacted technical support by phone and left a message and by email about my defective product, Wireless Weather Station, model number C84612, case 635,941, CRM:0053112. [redacted] from the technical support group contacted me via email 2 or 3 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 times and have not heard from the company at all. The unit is 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 new unit be mailed to me at no cost to replace the defective unit.

Business

Response:

We have been in contact with the customer and are sending a replacement sensor. We did not have the most recent email reply from the customer and apologize for the delayed response.

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. Though the company says they did not see my two emails about warranty replacement (they received the previous emails about the problems so not sure why they did not receive emails asking for warranty replacement), they called me as soon as they received the Better Business Complaint from your office. They immediately mailed me a new sensor and that fixed the problem I was having with the unit not working. Issue resolved, case closed.

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.

Review: On January 17, 2013 I ordered a clock from La Crosse technologies. The model of the clock is [redacted]. On January 21, 2013 at approximately 1100 AM, the clock arrived and Following the directions, which included an outside temperature sensor, I programed the clock and found the outside temperature either did not transmit to the clock or the clock or sensor did not work. I followed the directions to contact customer assistance more than a dozen times and each time I went through a automated prompt system and the system eventually asked if I needed help on a clock to hit the number 3 which I did and every time the system hung up on me. I went back through the site to try to find a email address or a different phone number to contact someone to get help. The best I could do was find a fax number. I sent approximately a dozen faxes to the number asking them to call me and what needed to be done to get customer service. As of this complaint they have failed to respond to my requests for help. Anything you could do would be appreciated.Desired Settlement: Either replace the clock with one that works and is known to work before it leaves their facility and a point of contact that answers(both phone and email) or a refund of the purchase price shipping and the cost of shipping back to their facility.

Business

Response:

We apologize for the customer's experience. I'm not sure why the system disconnected repeatedly. I've tested the option he tried and it did not disconnect. We did receive the customer's faxes and responded to them prior to receiving this Revdex.com notification. We have responded to the customer and believe he is satisfied.

Regards,

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?

Review: I have purchased two exact Lacrosse weather stations over 6 years . The first became corroded on the outside sensor.

The second one is 16 months old . Last summer the outside sensor did not work properly and there was no coming threw to my main unit . I called Lacrosse they direct me to send it back for repair which I did. Within a week they sent it back to me. It still did not work properly. I had to keep changing the batteries every two to three weeks. The unit works just fine with a accurate Date , and inside temperature. I email them and it took seven days to get a response. I also called with no call back.

I finally got a email from Lacrosse. So I called the online store to purchase a new sensor so my unit would work properly .

The gentleman I spoke with informed me that my unit was just over the warranty period and seeing that I had sent it back for repair last summer he felt that he needed to talk with a supervisor.

He did that and called me back and told me Lacrosse would do nothing . He also told me he would not feel comfortable selling me a new sensor. My only choice I have was to buy a new weather station.

I what to inform anybody who wants a good weather station do not buy a lacrosse. That have poor service , hide behind emails , do not answer the phone , do not return your phone calls , do not care about good customer service .

Very disappoint in product and service

Business

Response:

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,

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 a remote color weather station for Christmas that does not work. I have attempted numerous times to contact your technical support, but I am not able to reach anyone and forced to leave a voicemail indicating you will call me back. You have not called me back after four days. I have also sent an email requesting help via you web link. $60 for a weather station with no support. If they are that busy with customer call for whatever reason, they should hire additional help during this time. But there appears to be issues with this model based on customer comments.Desired Settlement: Help in getting this one to work or a replacement would be appreciated.

Business

Response:

This is our busiest time of the year and we apologize for the delay in responding to this customer's request. We did reach out to the customer this afternoon and addressed the questions that he had about his product.

Review: In approx. Aug of 2013 I bought a Lacrosse Tech co weather station. It worked fine for the 10 months I had it. I installed new batteries per the instruction book and it never worked right again. I called the co and they said because it was under warranty they would send me a new one which they did. That one wasn't the same as I bought but I accepted it. It worked fine until approx. 2 months ago and then I had to change the batteries. So it worked OK for approx. 7 or 8 months. Once again when I changed the batteries it stopped functioning like it should. When I called the co and talked to one of their so called tech support people, all she could tell me was that it was not under warranty any longer and she didn't know why when I put new batteries in it didn't function like it was supposed to. Number 1 I wasn't calling about warranty work and number 2 I just wanted to know why every time I changed batteries in those things they didn't work.I want a refund for what I paid and I don't have either one of them anymore. It seems to me it is just a way to get people to buy another weather station when the batteries die. That's not right.Desired Settlement: I want a refund for the original cost of the 1st weather station I bought. If they are not willing to do that then send a replacement of equal value.

Business

Response:

We have reached out to the customer offering another replacement clock, which we are field testing here before sending it out to ensure that it is working properly. Changing the batteries does not cause the item to stop working but there is a particular restart that is needed when the batteries are changed. There are also many atmospheric conditions that can contribute to this particular item not catching a signal right away, especially the further away from the source of the signal in Colorado. The customer is on the east coast so it sometimes can take a bit to catch.We hope this has resolved the situation with the customer and apologize for the inconvenience.

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,

Review: My husband and I have tried to contact customer assistance for several weeks now, with no response. I have called and left messages in reference to my Weather Forecaster WA-1030 that I received for a Christmas present, and have not been able to set it up. I have not been able to register or even receive a signal on the Gateway, hence the problem. I even emailed the company, because I was told that this would be quicker than getting a response from leaving a phone message, BUT at this time no response other than "Thank you for choosing La Crosse Technology! Your e-mail has been sent to Customer Support. La Crosse Technology staff will make every effort to answer your e-mail in a timely manner." What is a timely manner? I know that 5 business days should be sufficient, but apparently they need more to be timely.Desired Settlement: I would like a unit that will work!

Business

Response:

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.

Consumer

Response:

LaCrosse responded rather quickly with a phone call after making the complaint to the Revdex.com . Much appreciate the steps of using the Revdex.com to finally come to a resolution on the defective gateway. I was sent a new Gateway rather quickly (faster than what it took to hear from them from my first request for help) ~ I received the replacement within 10 days, and now my thermometer is working! Thank you for your assistance with the issue! It would be wonderful if the Customer Service would step up their game!

I have reviewed the response made by the business in reference to complaint ID 10406214, and find that this resolution is satisfactory to me.

Review: I have left phone messages for over the last 3 weeks expecting a call back. No calls. The issue is I purchased an extended service plan which came through on my Master Card and the company failed to provide the service.

I am unable to log on to my account to resolve this issueDesired Settlement: Fix this issue

Business

Response:

We have reached out to the customer and corrected the error he was seeing.

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 contacted the company regarding a defective projection clock, and was told to repeat the troubleshooting steps I'd already undertaken, and was given a case #. (665102). Nothing worked, and I attempted to re-contact the company to have them honor the warranty. I've called half a dozen times and never again reached a person -- only a recording that says they return all calls. I leave the requested information, and no one ever calls back. Call. No response. Call. No response. Repeat numerous times. That's how this company operates. It's no wonder they aren't accredited by the Revdex.com, they wouldn't wish to be, they'd have an F rating. I'm not surprised at the other complaints. They should be ashamed of themselves.Desired Settlement: I wish the company to refund my purchase price.

Business

Response:

We do take our customers calls seriously and this customer was in our call back list. We did contact the customer today and are replacing a part of her unit.

Consumer

Response:

Thank you. I have a question before "accepting" or "rejecting." Can I wait to see if the company actually follows through?

Thank you again!