unacceptable customer service

  • 1
  • Problem
  • Updated 2 years ago
I recently purchased 3 sensors, an internet gateway, and a monitor display all in 1 package on the black Friday sale.  Upon arrival, I found that 1 of the 3 sensors would always switch to -40c when ever it was placed in below freezing temperatures.  I followed the online instructions twice while attempting to reset the device, but it would always work fine indoors, and then register -40c when placed outside.  This was true on both the monitor display, and the internet bridge.
So I called support.  The support queue was 15 calls deep.  I waited 30 minutes, then left my number, and waited another 50 minutes.
After finally getting a callback, I stated my problem, and repeatedly explained that I had already followed the troubleshooting techniques online, and been unsuccessful.
I then spent about 15 more minutes while they tried to figure out who I was and what my various contact info was despite the fact that I had just ordered the product from them 10 days prior.  Finally they got to the point of asking for my billing information.  I was curious why they would ask this.  Then it became clear that their solution was to charge me $30 USD ($50 CAD) to ship me a replacement sensor when the original sensor was DOA.  It never worked.  So I would be asked to pay an additional $50 CAD above the original shipping without ever receiving a working part.  
I felt this to be unacceptable, and asked to speak to the manager.  The conversation was repeated, with the same result.  I must pay more than double the price of the part to have a new part shipped out to me at my expense.... So I explained that if they felt that to be a fair and professional way to handle quality issues, then I would be forced to share this unpleasant information with everyone I know.  They then offered to have someone from corporate head office contact me in the morning (by this time it was almost quitting time I guess).  I said that would be fine.  Today I waited all day.  No call was ever made.  I have still received no response, and have yet to receive the working products I ordered, and paid for.  So I am posting here in hopes that someone can direct this case down the proper channels, and do the right thing.
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Dylan Davison

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  • very disapointed

Posted 2 years ago

  • 1
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AcuRite Jennifer

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Hello Dylan,

Our apologies for the way this was handled. This is not how we do business. We will make sure there is corrective action taken. We would be happy to get you a replacement sensor at no cost to you. Just to confirm we are sending it to the same address that is on the original order? Thank you. Have a great day!
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AcuRite Rachell, Employee

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Hello Dylan,

Your replacement has been ordered. You will receive an email confirmation with the order number and tracking once that becomes available.  Please let us know if you have any other questions.  Thank you and have a great day!
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Dylan Davison

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Hi Rachell, 
I received the replacement device, and it is all working as expected.  However
Fedex is now hassling me for $54.70 CAD that was charged to me instead of Accurite. As per the above discussion.  Please see invoice 7-353-72545
(Edited)
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Dylan Davison

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Hi Rachell, Jennifer, any update on this?
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AcuRite Jennifer

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Hello Dylan,

We did pass this on to our management so they can get this corrected for you.
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Dylan Davison

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Hello, Fedex is still indicating that this has NOT been paid.  Please fix this immediately before this impacts my credit rating.  What is going on???!!!
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Dylan Davison

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Thank you. Please keep me posted so we can get this resolved quickly.
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AcuRite Jenny, Official Rep

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Good Afternoon Dylan,I have just spoken with FedEx and confirmed that the charges were reversed back to us. Depending on the timing it can take a billing cycle before they stop sending invoices to you. If you'd like to confirm you can call the phone number on the invoice and provide them that same invoice number you provided to us. Please let us know if we can be of any further assistance.
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Dylan Davison

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I just contacted FedEx, and they confirmed that it has now been paid. Thank you.