995WES Bundle Not Working - Christmas Gift - Can't Get Through to Customer Support (Phone)

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  • Updated 2 years ago
Purchased 995WES bundle as a Christmas gift for husband to replace 01015, which is still working great after 5 years, but wanted to upgrade.

The 995WES bundle consists of: PRO+ 5-in-1 Weather Sensor 06014M; smartHUB with My AcuRite Remote Monitoring 09150M; HD Display for 5-in-1 Weather Station and Lightning Detector 06058M.

Something isn't working. The sensor is placed 8 feet off the ground in the exact location and mount that the old sensor was on. The display is located in the exact same location as the old display. smartHUB is connected directly to router.

Followed all instructions and online troubleshooting tips. Brought unit back in, took out batteries, let it sit next to the display for over an hour, and then put it back outside.

I live in Wisconsin and the display has shown a temperature of 68-69 degrees for days. No wind is registering, no rain is registering (we had some on Tuesday). Both the display and My AcuRite (via smartHUB) are showing the incorrect information.

When my husband opened up the sensor there was something loose inside (we could hear it). He opened up the sensor and there was a tiny screw that was loose. It doesn't appear to be a missing screw so we think somehow an extra one got inside when it was being put together. Not sure if this is the issue.

In any event, this unit is not working. I've tried calling customer support yesterday and on Monday and Tuesday of this week. I was between number 18 and 23 in the queue those days. I left my callback number each day and received no return call. Called again yesterday (Wednesday) and was number 23 in the queue. I left my return number to keep my place in the queue. I finally received a call just before 6PM. The gal puts me on hold after explaining the issue. I end up back in the queue at number 9 and am on hold for 13 minutes before I again leave my number. No return call.

I'm currently on hold am number 21 in the queue. Just left a callback number. Again. I get it is just after Christmas and New Year's and many people have received AcuRite products as gifts and require help. I get that customer service is probably just a wee bit busy right now, but nonetheless, I'm very frustrated with multiple calls, leaving call-back numbers, and then finally having someone call me back only to be placed on hold, put back in a queue, and ultimately receiving no help.
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Michelle S.

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  • frustrated and disappointed

Posted 2 years ago

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Michelle S.

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I never received a callback. That was 4 days in a row calling in, waiting in line, deciding to leave a callback number, only to never receive a callback. I thought for sure that each time I left a callback number, that the next day I would receive a call because support closed before my call was able to be taken. Nope.

I ended up getting everything to work last night, but I am now considering ending my loyalty to AcuRite. I was loyal because I like their products, I have had no issues with them, and they are located in my home state. However, not being able to get in contact with a representative, receiving no callback except the one time when the customer service rep put me back in the queue, has left me with a sour taste.

All things being equal - other companies have good products and comparable prices - the customer service experience makes the difference and I have to say that this first experience has not been a good one.
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AcuRite Jennifer

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Hello Michelle,

We are sorry to hear you have had a hard time reaching us. We are looking into the phone system, and are hoping to get this corrected as quickly as possible. We are happy to hear you got everything working correctly. We apologize for any frustration this has caused. Our AcuRite Loyalty Team is happy to assist our customers. Please let us know if there is anything we can do for you. Enjoy your day!
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Michelle S.

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I figured out the problem on my own. No need for a follow-up.