Dead bridge after firmware update

  • 1
  • Problem
  • Updated 2 years ago
I have a bridge that I had delivered to family in China in 2016, that bridge is completely unresponsive since the update this last fall.  They brought the bridge back with them and we need a quick replacement.  I am in Waukesha, so I can plan to drive down and make the swap directly.  I have left my callback number with your automated phone system during business hours three days in a row and have not received any help.  Please help me get this done.
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KN

  • 34 Posts
  • 14 Reply Likes

Posted 2 years ago

  • 1
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KN

  • 34 Posts
  • 14 Reply Likes
Hi. 

Apparently, you folks don't have an email address that I can use, and I've exhausted all other support options ... is there *anything* that I can do to get you folks to replace your faulty equipment, short of sending this documented experience to the Better Business Bureau?

Of course, I can show up at your Lake Geneva location in person if you'd like, and we can talk about this situation face to face - if that's what you would prefer.
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AcuRite Jennifer

  • 11801 Posts
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Hello KN,

We typically respond to forum posts within 24 hours. We do see you were able to get a hold of a representative and a replacement smartHUB was ordered for you. Please let us know if we can further assist you. Enjoy your day!
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KN

  • 34 Posts
  • 14 Reply Likes
Just as a follow-up for any other users, the acurite representative that I [finally] spoke to on the phone claimed that their phone system was malfunctioning, so the "callback feature" wasn't able to work correctly.  You must stay on hold (in my case for about 2 hours), because if you leave a callback number, they will *not* call you back.  Just be advised.

It's amazing that it took 4 days and nearly 2 hours on hold just to get into contact with someone to fix a problem, that they themselves created!

A message to acurite, if you folks don't have a phone system that works properly, it would be wise to provide some sort of email address where your customers could get service on their failed products without wasting our time.
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AcuRite Rachell, Employee

  • 6428 Posts
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Hello KN,

We are very sorry for the experience you have had trying to reach us.  We are working on getting the phone call back system functioning properly.  The issue is due to call volume being high during our peak holiday season.  We again apologize and will certainly sort the phone system out.  Have a great day!