Customer Support Email?

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  • Updated 2 years ago
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Does anybodt have an email address to contact Acurite customer support?  I waited on hold for over an hour today (started at #24 in line), final reached a representative, and they dropped my call when they sent me over to their TT technican.  My Internet Bridge got bricked by Acurite about three months ago, and they've made it nearly impossible to get a replacement device.

This,on top of three previous calls, all requiring me to call back with different information.

Next stop - Better Business Bureau.  Pretty crappy.
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Phil

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  • Frustrated and disgusted

Posted 2 years ago

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Jack Wilcox

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They suck, even with their "assistance." They have screwed up a once good product.
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AcuRite Rachell, Employee

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Hello Jack,

We have tried on multiple occasions to help you.  We are still happy to assist.  Happy New Year!

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Phil

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Yes they have.  Absolutely terrible customer support.
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Marco Sylvestre

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I tend to agree.  Bought that before Christmas, and even with a "detailed" case, they don't answer the question. So I'm still there with no monitoring on one of my temp/humidity stick, and still no answer.

  I'll pack everything back later on today.  I'm done.  Going with another device AND that is also compatible with home automation, like IFTTT / SmartThings.  Was very disapointed to see they don't provide any API or link with other system. 
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Jack Wilcox

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Everything was fine until their "migration" in September. I've followed all of their suggestions, and can only keep my equipment online for a day or two without manually resetting the bridge AND my router. Its just not worth it anymore. Never purchase from them again.
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AcuRite Rachell, Employee

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Hello Charlie,

We are happy to hear you are up and running.  Did you have any questions regarding your station?  We would be happy to assist you. Thank you and Happy New Year!
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Charlie Wintermyer

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Why is my dashboard 14 hours behind my Acurite display? I've reset my modem, router, and display. I also rebooted my computer. 
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AcuRite Jennifer

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Hello Charlie,

Due to the high volume of traffic on My AcuRite it has caused a lag for some users on My AcuRite. We expect this to correct itself when the holiday rush is over. Thank you. Enjoy your day!
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Charlie Wintermyer

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Well, now the dashboard has a message on it " No chart data available".
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AcuRite Jennifer

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Hello Charlie,

The charts & details not displaying can be related to the lag. This is something that we are looking into. Thank you. Enjoy your day!
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Phil

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Yup!  They bricked my bridge on September 29th.  I waited over 45 minute two weeks ago, but had to be with my bridge (I was working - sorry...); two days later, waited nearly an hour before I left my call-back number for a tech - never got the promised call-back.  Waited today for over an hour - got "dropped" once I got ahold the service rep.
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AcuRite Rachell, Employee

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Hello Phil,
We are very sorry for the experience you have had trying to reach support. We see you did reach support and we are replacing your smartHUB. We would be happy to assist you if you have any other questions. Thank you and Happy New Year!
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Jack Wilcox

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I actually got sent a new bridge...same problem!....I'd be happy if they would give us back "Backyard Weather" ...very basic but it workec!
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Charlie Wintermyer

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I wonder if anyone at Acurite reads these posts. If they do, wonder why they don't comment.
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Jack Wilcox

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They do....and stamp out the same response about rebooting, blah blah. Changes need done on their end not ours. BTW, my station started reporting on its own today for the first time in days. It was online for about an hour, now offline again.
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Charlie Wintermyer

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Just noticed mine's reporting too, but it's 14 hours behind. 
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AcuRite Jennifer

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Hello Charlie & Jack,

We are active on the community forum daily, and assist our customers the best that we can.  We are happy to see that you both are reporting now. There is currently a lag on My AcuRite due the high volume of people setting up accounts on My AcuRite. We expect this to correct itself once the holiday rush dies down. Thank you. Enjoy your day!
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Stephen Maye

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I got a system with a bridge for Christmas.  I installed everything, but the bridge.  Just did not have the time.  Now as I read this I don't know that I should attempt installation of the bridge.  Can someone explain the "migration", what it is, when it started, and what problems have occurred since?  Should I attempt installation if I run a chance of bricking the device?
(Edited)
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AcuRite Rachell, Employee

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Hello Stephen,

Ledrak has answered your questions below as you can see. We are here to help you if you have any questions. Thank you and Happy New Year!
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Ledrak

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Stephen the migration happened back in September when Acurite released the My Acurite system and shut down the old My Backyard Weather. It involved upgrading the software in the older internet bridges. The new Smarthubs are already to programed with the new software. So unless you got some old stock from someone's inventory you should not have a problem. Just follow the directions and you should be Ok good luck.
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Stephen Maye

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Thank you, Ledrak.  I am relieved.
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Dave

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I been following these directions for 3 months and two replacement hubs and it still doesn't work. One of them reports maybe 2-3 times a day. This after all the praise I had given them. It's kinda like you dog running off never to return.. lol
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AcuRite Jennifer

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Hello Dave,

We were able to check both of the accounts you have and we can see that your sensors are actively transmitting online and have been updating with multiple data points on both smartHUBs today. Is there a specific date in which you are referring to the information on My AcuRite? Thank you. Enjoy your day! 

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