This is getting kinda silly

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  • Updated 2 months ago
So, I have recently posted 2 separate problems in on these boards (albeit one of those was today). I have gotten no response from anyone from AcuRite, but I see AcuRite employees responding to other people (so I know you're in here).

So, I decide to send an email about a problem I am having. I get an automated response email that I need to call a number. So, I call, and get a message that the number is no longer in service, and I need to call a different number.

Do you understand how insane this is? Call one number, to get told that this number is no longer valid, and to call a different number. How about updating the automated email to reflect the new phone number, instead of having to call a number and get told to call a different number.

I hope my issues get solved quickly, or all the stuff I have recently bought will be sent right back...even the stuff that seems to be working OK. Dealing with these silly issues is getting old. And when issues get posted about in here, it would probably be a good idea to answer them, instead of answering just a few. We can see that you are answering other people's issues, so we begin to feel "blown off".

With the whole forced-purchase of Access, I had my reservations of sticking with AcuRite, and went ahead and did it anyway. I'm beginning to feel foolish for doing so. But, that's OK...I'm still in my return window. :)
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Bart

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Posted 2 months ago

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Bart

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And still, no word from AcuRite here.

So, let me get this straight. We have these boards to get help with issues, but we don't get answers/help (or AcuRite seemingly selects which problems/people they want to address). Heck, I've seen posts made in here that FINALLY got a response from AcuRite...2 weeks after the post was made. That is...sad...

So, OK...we have a phone number that we can call to get help. Many times, wait times are WAY longer than most people care to, or even can, wait. And it seems that quite a few people that have actually decided to wait on hold get cut off, have to call back, and are put back in the queue...as a NEW caller. Yep...more wait time. So, bad idea there.

OK, so we are given an email address to write to. Well, that all fine and good, but then we get back an auto-generated email with a phone number to call (in which the number provided isn't even valid, and they give yet a different number to call). Which, of course takes us back to the phone call fiasco above.

If their SLLLLLLLOOOOOOWWWWW response is due to an overwhelming number of issues that they are working on, that should tell them something. Their products are bad. If they are good, then they wouldn't have this many issues to deal with, and when problems do arise, then can help people quickly. Yes, problems occur with tech. It happens. But if it is so bad and so frequent that you can't even realistically help people in a timely manner, then their products are seriously flawed....definition, bad product.

I sure hope AcuRite gets their act together and fast. It's bad enough the stunt that they pulled with the SmartHub, but if AcuRite can't even reasonably support their products, that's not good. Yes, I think people are reasonable enough to understand that technology can and will have issues. But, if AcuRite seemingly couldn't care less about communicating with people and working to solve these issues, maybe they should re-think their approach. Heck, one of my posts in here was from 1 week ago, and no one has responded.
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Bart

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Geez, AcuRite...STILL nothing from you. And, oh yes, I had a new problem develop this evening. But hey, why bother addressing it when you still haven't said anything about my other two issues. Having to restart my Access to have it work is getting really old.

So, if we email you, we get a response back to call instead. We call, and get told to call yet a different number (of course, you may have to wait ages to finally talk to someone...if you don't get disconnected at some point). And, of course, we get no responses here in these forums.

Well, since sending all this stuff back would be pretty difficult to do properly, since we wouldn't get a response on how to send it back, I guess my next logical step would be to do a chargeback with my CC company.

I've pretty much had it with this equipment. One problem after another. And AcuRite seemingly doesn't really care. I guess as long as they have our money, nothing else matters. Well, I'm sure my CC issuer would love to here how I am having problem after problem, I am well within the return window, yet getting ahold of anyone at AcuRite is an impossibility (to work on the issues, or to let me know how to send this stuff back for a refund). Do you think they'd see my point for initiating a chargeback? Yeah...I think they would.

This stuff is not ready for prime time. Access (by my own experience, along with the numerous other posts here) is extremely problematic.
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AcuRite Jennifer

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Hello Bart,

We apologize for the delay in response. We are active on the community forum, and typically respond to customers in the order of the post. We would be happy to help you with your product. Can you please let us know the issue you are experiencing so we can further assist you? It sounds like the issue is with your Access. What are the lights doing on the Access? Are you losing connection? What type of construction material is the house made of? How far is the sensor from the Access? Is the Access plugged directly into the router, or are you using a port or switch? Are you losing connection on My AcuRite?
(Edited)
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Bart

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Myself, along with other folks here, have been posting about getting false rain readings (and not caused by wind). I have so far had 6 separate readings of exactly .56" of rain for each reading. 3 readings on March 7...2 readings on March 8...1 reading on March 10.

The first 5 readings (a combination of the readings that took place on March 7 and 8), after these occurred, I fully reset Access. I had no more instances again until March 10. After that one event, I fully reset Access again. I have not had another instance since. But, it has only been 5 days since the last event...and the first time this happened, it occurred 5 days after initially setting up Access (to replace SmartHub). So, since we are working on a small time table so far, I simply do'y know if the problem has seemingly stopped...or if it simply "paused" and will re-occur.

If you go into my MyAcurite account, you will see that all 6 of these false readings are exactly .56" for each "rainfall event".

As far as connectivity, I don't seem to have any issue with the ethernet connection on Access (no strange occurrences with the lights on Access). Also, for the most part, all of my sensors show a connection level of 4 ("Excellent" when viewed through MyAcuRite), occasionally a sensor or two will drop to a 3. Now, periodically, ALL sensors will simply lose connection. Not just like 1 or 2 that may be experiencing some sort of issue, but ALL of them. They will all go to Zero. Most of the time, after waiting for roughly 10 or so minutes, they will all come back to 3/4. There was an instance one time where they simply didn't come back, so I reset Access, and they all instantly came back to 3/4. But, as far as the sensors connectivity to Access, and the Access connectivity to ethernet, this really doesn't seem to be a big problem.

My biggest concern at this point is the false rain readings. This never happened with my SmartHub. And all of the rain readings are exactly the same .56" per event.
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Bart

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Oh, and just your typical wood framed home with stucco siding. Access is connected directly to my router. The sensors are at various distances (a 5in1, and a few indoor sensors). But as I stated above, the connectivity of the sensors to the Access has generally been decent...typically reading at 3/4, or "Excellent" when viewing in MyAcuRite. A few periodic dropouts of the sensors to Access, and they generally tend to reconnect within a few minutes. But, when connectivity between sensors and Access is lost, they ALL do it....and the nearest sensor is about 15 feet away passing through one wall.
(Edited)
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AcuRite Rachell, Employee

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Hello Bart,
We’ve had a small handful of users experiencing an issue like this, and our development team has identified a possible cause and are looking into it. We will make an announcement when we have more information.
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Bart

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Which issue has the development team identified a possible cause for? The false rain readings, or the periodic loss of connectivity of the sensors to Access (or both issues)?