What's up with customer support?

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  • Updated 2 months ago
I am having a problem with the fan in my 5n1. I was able to look in and see the circuit board is corroded. It needs to be replaced. I called customer support last Friday and waiting 4 hours before being told they are having problems, please call back. ARE YOU KIDDING. I'm trying again today and either the call isn't answered or I'm number 32 and the number drops every 8 minutes. ANOTHER 4 HOURS....FORGET IT.

I know what the problem is, it's still under warranty and all I want is a new part.  Is that too much to ask? 
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Kyle Peco

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Posted 3 months ago

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AcuRite Rachell, Employee

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Hello Kyle,

We are very sorry for any inconvenience you have experienced trying to reach the AcuRite Support Team. Due to the overwhelming response to the launch of the new AcuRite Access, we have experienced a higher than normal call volume. I can see we have emailed you the following troubleshooting steps.  

I am happy to assist you with your 5in1 sensor. What is the model of your station? What brand of batteries are you using in the unit? Please verify you are using the battery recommendations and try the troubleshooting steps listed below. Thank you.

Batteries:

•Verify you are using fresh alkaline batteries or lithium batteries (when temperature is below -4°F/-20°C) in sensor.

•Quality brand batteries are recommended, including Duracell, Rayovac, Energizer, or Kirkland.

•Verify batteries are fresh. The battery expiration date should be at least 6 years out. Batteries can lose 3% power or more every year in storage.

•Heavy duty, extra strength or generic / store brand batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the way these types of batteries disperse power. Each battery should not exceed 1.6 volts.

•Rechargeable batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the voltage instability of these types of batteries.

•Mixing different battery types (brands, old/new, etc.) is not recommended.


If temperature readings appear inaccurate (too high), verify the internal aspirating fan is running by opening the 5-in-1 sensor and visually inspecting the fan. If the fan is blocked by debris, most obstructions can be cleared with a gentle puff of air.

To open the 5-in-1 sensor, you will need:
Philips-head screwdriver
5-in-1 Outdoor Sensor
Step 1.
Remove the four outer screws on the bottom of the sensor. Keep the screws for re-assembly. •Note: Be careful not to remove or adjust the rain calibration screws located beneath the rain gauge.
Step 2.
Separate the upper and lower halves of the sensor.
Step 3.
Check the fan for debris, such as insects or spider webs. A gentle puff of air can clear most obstructions safely.
If no debris appears to be blocking the fan, position the top white portion of the sensor (that has the solar panel) in direct, bright sunlight. The fan should power on immediately without any assistance (such as a nudge). Note: Artificial light, such as flashlights, cannot be used as a substitute for actual sunlight. Also, overcast days may not be sunny enough to power on the fan.
Step 4.
To reassemble the sensor, bring the two halves of the sensor back together.
Step 5.
Reinstall the four outer screws to join the upper and lower portions of the sensor together.