I'm not surprised they shut down. Ever since the disaster of product, support and PR that was the Hub, it was mostly negative comments. Now they can avoid that and deal with new victims individually.
BTW: still waiting for response on my 3 different enquiries via email - more than 6 months now - I chase every few weeks..., their website does not work in EU any more (been closed for months now due to GDPR reasons), and I tried to go on the "live" chat during US hours last night, I was 19 in queue, after 3 hours I was up to 17. Screw that.
I also tried following up with my un-responded to months-long support requests. Their email auto-responder came back with “no subject” in the subject line so that was not well thought out.
The chat queue for me was at 4 and it took about 25 minutes to start the chat.
Regarding my non-working RMAed Access (dropped connection issue from day one): “Looking at your previous case log, the Development Team is still looking into this for you. Once we have more information you will be updated via Email.”
They then promptly ended the chat and did not allow me to ask a follow-up question as to the ETA for a fix and if my warranty would be extended for the downtime. Then when I did follow-up: “I do not have an update regarding the Access functionality at this point, however, each case is documented in our system and will be looked at if you have any warranty issues in the future.”
When asked about a refund: “We do offer a 90-day return policy if the item was purchased from AcuRite directly.” So, by waiting for a fix, you are out of luck in getting a refund if you wish to return it if you waited for more than the 90 days. Their official response: “I apologize, we cannot offer a refund after the 90 days.”
Their final solution was: “Have you tried rotating the Access like this: if the Ethernet port is 12 o'clock and the blue light is 6 O'clock, between 6 and 12 facing the 5in1 outside provides the best reception?” After the hours I spent already on the Access, that reply was kind of upsetting. “At this point, the Development Team will reach out to you when there is more information to provide. I apologize that I do not have more for you at this time.”
So, it sounds like they still do not have a fix in the pipeline for those of us with the Access dropping connection issue and if you waited for a fix for more than 90 days like I did, you cannot return your Access for a refund.
I was all in for the Atlas/Elite when it was announced. I even maxed out my other sensors that work great with my SmartHub in anticipation for the new weather station. I feel like I am now stuck with a lemon. My 5-1 is showing its age and am ready to move on to a better station (with Macintosh supported software).
