Don’t buy a Hydros XP8 - Defective & Support is non-existent

[polyppal]

Wow

 

[Sean Clark]

It will be ok. Support is here for you...

 

[polyppal]

Probably too loud.

checking their R2R inbox:

 

[jrill]

You find it hard to believe products have defective parts?

You must not have been around long if you think this is contrary to ‘everyone else’s’ experience with Coralvue products/support.

But yeah your right, it’s a big conspiracy that I would have to post a complaint hoping they’d simply give me some support under my warranty.

Have you checked your junk mail or gone back to check the ticket for an update?

 

[polyppal]

Have you checked your junk mail or gone back to check the ticket for an update?

 

[Oldreefer44]

I can’t attest to their customer service response times but to lump an entire product line based on one single bad experience isn’t necessarily the way to go. As with any mass produced product you’re bound to end up with a few defective ones.

Very true but my issue with them is the attitude that i have run into that starts with skepticism on their part that there really is a problem. I have yet to document my ongoing 3 month long experience with them. Now into it for over $100 just in shipping costs to have to send a brand new unit, at my expense, to be 'repaired" twice and am still waiting for it to be fixed. Not a Hydros by the way.

 

[JeffB418]

I really wanted to be an early supporter of the hydros ecosystem, but as usual, @CoralVue @CoralVue_Marketing has come up short…

My new/1mo old XP8 power bar seems to have some issue with relays randomly staying open or closed, as others have complained about in this thread:

Hydros Owners: how happy are you long term?

My Hydros Wave engine LE went offline 2 times in a month without any reason. What were the lights doing when it was offline? If breathing red then the controller cannot connect to wifi. If breathing yellow or green for some it is no internet connection. The app will not work without a internet...

www.reef2reef.com

Its happened a few times with my lights, but is now suddenly affecting my heater relays too - making this a serious issue.

I opened a ‘support ticket’ on their website over a week ago with zero reply. Have tried contacting their customer support number several times (which nobody answers) which leads you in circles to the ‘please open a support ticket online -goodbye!’ option.

Maybe complaining about their abysmal service and defective products on R2R will get me an actual response from the manufacturer? We’ll see…

Needless to say hydros XP8 system - NOT RECOMMENDED

Unfortunately since Coralvue is no longer a R2R paid sponsor, you won’t get a direct response on this forum from the company or any employees, they aren’t allowed to post or reply. But check your email and spam folders for a support response, I’m sure they will get back to you and work with you to correct the problem. Also the direct forums at https://forum.coralvuehydros.com/ is constantly monitored by Coralvue employees and another good resource for direct support.

 

[Derrick0580]

I don’t own a hydros, although I plan on getting one. Mainly for ph monitoring and notifications. I don’t think apex is worth what apex thinks it’s worth! I was only saying that just because you unfortunately got a lemon of a unit give them a chance to make it right. Pick up the phone and call them if you have to. Such is the world of assembling product, you must rely on your suppliers to send you quality parts and as anyone who has ever worked in assembly knows that isn’t always the case. I build cars for a living and it happens every single day! That is what warranties are for, generally if you have a bad part it’s going to crap out within that warranty period. But also remember the upgrade is still fairly new and they are probably working through kinks they didn’t find while beta testing. Just try and remember it’s easier to catch more flys with honey than vinegar!

 

[Digitalfirex]

I really wanted to be an early supporter of the hydros ecosystem, but as usual, @CoralVue @CoralVue_Marketing has come up short…

My new/1mo old XP8 power bar seems to have some issue with relays randomly staying open or closed, as others have complained about in this thread:

Hydros Owners: how happy are you long term?

My Hydros Wave engine LE went offline 2 times in a month without any reason. What were the lights doing when it was offline? If breathing red then the controller cannot connect to wifi. If breathing yellow or green for some it is no internet connection. The app will not work without a internet...

www.reef2reef.com

Its happened a few times with my lights, but is now suddenly affecting my heater relays too - making this a serious issue.

I opened a ‘support ticket’ on their website over a week ago with zero reply. Have tried contacting their customer support number several times (which nobody answers) which leads you in circles to the ‘please open a support ticket online -goodbye!’ option.

Maybe complaining about their abysmal service and defective products on R2R will get me an actual response from the manufacturer? We’ll see…

Needless to say hydros XP8 system - NOT RECOMMENDED

I have zero experience with the xp8 but my hydros 4 and other coralvue products I've usually gotten support for within the hour...

That being said if you still are ok with giving them a chance to look into it and making it right, join and reach out via their Facebook group. It's super active and you'll get prompt service. (Perhaps their website has outdated info? Not sure)

 

[Digitalfirex]

I have zero experience with the xp8 but my hydros 4 and other coralvue products I've usually gotten support for within the hour...

That being said if you still are ok with giving them a chance to look into it and making it right, join and reach out via their Facebook group. It's super active and you'll get prompt service. (Perhaps their website has outdated info? Not sure)

Not sure if this is allowed here but:

Log into Facebook

Log into Facebook to start sharing and connecting with your friends, family, and people you know.

www.facebook.com

 

[polyppal]

I have zero experience with the xp8 but my hydros 4 and other coralvue products I've usually gotten support for within the hour...

That being said if you still are ok with giving them a chance to look into it and making it right, join and reach out via their Facebook group. It's super active and you'll get prompt service. (Perhaps their website has outdated info? Not sure)

Yeah I’ll have to try Facebook. All my other hydros equipment is fine besides the xp8

 

[polyppal]

I don’t own a hydros, although I plan on getting one. Mainly for ph monitoring and notifications. I don’t think apex is worth what apex thinks it’s worth! I was only saying that just because you unfortunately got a lemon of a unit give them a chance to make it right. Pick up the phone and call them if you have to.

Can you please go back and read the OP? I have tried contacting them for the last 10/12 days through various methods. Email, phone, support tickets - no replies. Hence the whole Karen post about no support or customer service…

 

[Derrick0580]

Heck, could be they have numerous complaints of the same issue and have no idea what’s wrong and are just too embarrassed to contact you back!