Poor Customer Service

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  • Problem
  • Updated 4 days ago
  • (Edited)
I’d like to make a comment that I truly hope someone at Acurite reads. This afternoon at 1:15pm PST I placed a call to Acurite (262-729-4852) for technical support. The recording advised me that I was in queue and I was number 25. I stayed on hold because my battery was charged and I was driving (using hands free - safety first!). I remained on hold moving further up the queue until I was number 8. It was now 1 hour and 45 minutes after I placed the call. The next thing I heard was the recording telling me that it was now after hours and AcuRite was closed (3:00pm PST/5:00pm CST ). I was told to call back during business hours and the call was disconnected.

Yes, I know it was after closing, but there was no warning, no disclosure at the beginning of the call that I would be hung up on if I stayed on hold too long. This is the worst example of customer service I have experienced in many years.

I have tried my best to be patient with Acurite with all the issues and negative comments that have been flying around with regards to the Access, the never ending delayed release of the Atlas series with no explanation, and the brutal notice of end of life for Smart HUB users. I gave credit where credit was due when Acurite’s president sent out the email announcing the extension of Smart HUB support for a longer period of time. But this has pushed me over the edge.

Never before have I been dropped after being on hold. I have never experienced a business that closed shop before the last customer was helped. Being hung up on like this is akin to being in line at a bank and having them kick you out at 5:00 even though you’re in the lobby and in line.

Again, I hope someone at Acurite reads this and passes this along. I know it reached their closing time, but any responsible company, especially one having a current PR problem, would serve their customers first.

I will never recommend Acurite to anyone until such time as I receive and apology.
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Jon Macaluso, Sr.

  • 2 Posts
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  • let down.

Posted 1 week ago

  • 2
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AcuRite Jennifer

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Hello Jon,

Thank you for your honest feedback. We are sorry that you were hung up on. We do close at 5:00pm central time. At 5:00pm central time our phone system does turn off. We will pass your experience on to our management. Please let us know if there is anything we can assist you with. Thank you.