digital aquatics customer service HORRIBLE

[kth132]

I've owned my new RKE for almost two weeks now. I've been attempting to get ahold of these guys since day one. I believe they sent me a bad temp prob and I'd like to resolve the issue. I have called and called then numerous times just get a voice mail. Emailed them as well as trying to post on their forum page but the only posts that get approved on that site are the ones that don't give them a bad name of course. I would have went with apex if I knew their customer service was this crappy. Just a heads up for anyone thinking about the reefkeeper route.

 

[n2585722]

kth132, I am a team DA member. If you would explain in more detail you temp issue maby I can help. If not I will send a message to Eric that you need help with this issue. I will be glad to help if you give me some specifics on the problem.

 

[kth132]

I'm having issues with my temp sensor. I place the sensor in the water go to my settings screen to calibrate it. I set the unit at the temp my tank is at for exp. 78.6 I click save and it just displays 78.6 after I exit the screen it never changes. If I pull it out of the water still doesn't change. Now if I'm in calibrate mode and I pull it out of water the raw data changes but that's it. As soon as I save my temp that is what it stays at on display no matter what.

 

[n2585722]

OK, which SL module do you have?
What is the raw data number you are getting?
Do you have myReef installed on your computer?
If so have you tried going into diagnostics on that SL module and reseting the temp port to factory defaults?

 

[kth132]

SL1 and I've already tried that. Raw data is 57

 

[n2585722]

It sounds like you may have an issue with the cal file on the SL1. Since it is only 2 weeks old I will contact Eric. He may send you a new cal file to install.

 

[kth132]

Thanks

 

[elmexotics]

Hello, eric with da, have you started a ticket via our support system? [email protected]

This is the fastest way for us to trouble shoot issues like this. Also our forum requires approval of the accounts not due to avoiding bad posts, but due to major spam that was happening, including members being sent child pornography from Russian accounts. That is why each account is manually approved now. Once approved, anything can be posted.

 

[kth132]

Yes I have ticket # Cs21203 and my posts get approved when I have questions but not the ones when I bring up getting poor customer service

 

[DaveMorris]

Hopefully Eric will get you taken care of with the temp probe. As far as the forum goes, you are incorrect. I moderate that forum and let me assure you that I approve any post I see that isn't obvious spam. I do not work for DA as an employee and do not get paid by DA. While they have had issues with customer support, in regards to the forum it is handled extremely well. I have been the one that has approved several of your posts and I haven't seen any that were bad comments regarding CS. The company never has censored their forum posts good or bad, unless they contained bad language or were flaming another user.

 

[kth132]

Well you could tell me why neither one of my posts of having bad experience with customer service still aren't approved but questions I've posted after I submitted the bad experience have been approved already...?

 

[kth132]

Well week 3 still nothing. They responded once a week ago to ask for a copy of an invoice which was sent.

 

[n2585722]

It was Thursday when Eric responded here. They don't work on Saturday or Sunday. That is just one business day.

 

[kth132]

I was referring to emails with customer service. Hopefully Eric can take care of me

 

[elmexotics]

kth132, were you able to get this resolved? If not, give the office a call and we will get it taken care of today. I am sorry for the communication issues.

 

[kth132]

Yes I have been meaning to get back on here for a review update. Although it took a little bit to get in touch with them which prompted this post. They definitely took care of me. They were able to send me out not only a replacement module but an updated sl2 yes I have been meaning to get back on here for a review update. Allo it took a little bit to get in touch with them which prompted this post. They definitely the carribean. They were able to send me out not only a replacement model but updated sl 2 so I could run salinity.