We are sorry to hear this. Our support team has reached out to you to ask and check the issues that you are experiencing but has never received a response unfortunately to investigate further.
This is post is more than irritating but symbolic of the entire support experience:
It is a feel good load of BS where you kindly spin your issues into being the fault of the customer.
Your support team told me that my device was working as expected, blamed my source water and reagents and told me to try new reagents, calibrate and try again. That is all I have done since buying your device!!!!
While Hady my not be the official support channel, his advice is exactly the same as that given to me by support.
You folks are good about sending feel good messages, but nothing changes. You say the device is perfect and the reagents or source water are bad and ask to recalibrate. You have an excuse for everything but nothing gets better.
The same exact rinse-repeat fools errand that everyone else having these issues is run through, over and over. My inbox is full of people expressing the same frustration. They can't get stable results, have tried numerous test kits and are told to keep trying, but they are the only ones having issues and the rest of the customers have perfect results and perfect devices.
As for asking for a refund, the responsible department did not hear from you regarding this. Please refer to our [
refund policy], although refunds are not offered for functional devices, you may be eligible for a partial refund if it is determined that you are facing an issue that cannot be resolved.
Your definition and my definition of "functional devices" are the issue.
Yes the device sucks in water and returns a result. The results through numerous different test kit brands and batches and recalibrations are not accurate or consistent.
Moreover, I made it clear that my purchase was predicated on the API being available and was told directly via DM that it was. This was a lie.
The telling issue here is the answer to a simple question. What kind of company does not accept a return from a very unhappy customer? If the device is as good and well received as I keep being told by support, then an odd unhappy customer and return would not be a significant issue. In fact, it would be a selling point that the company stands behind the quality and accuracy of the device.
On the other hand, your post effectively blaming me and citing the return policy tells me that company is not actually willing to stand behind the sales claims and instead just wants the money, happy customer or not.
It is recommended that you reach out to
[email protected] or
[email protected] for assistance with this matter, although we suggest working with our support team for tips and guidance if you are encountering any problems.
Honestly, to what end? More happy talk, recalibrations and a fresh copy of the the return policy?
I was patient for many many weeks. My patience ran out.
