Well this sure isn't working out well - ZWO Service is not very responsive at all ( I see that will be of no surprise to several others on this forum!) Does anyone have a phone number or email of a service center manager or other ZWO staff higher up in the food chain I could contact?
Background:
I opened a ticket asking for an RMA for the EFW and heard nothing, even after sending multiple inquiries as to what was going on. While waiting, I was able to confirm this was a failure of the USB Port and I let them know that.
Finally after 5 days, I got an email reply. After a back and forth, I sent photos of the port and was told it was due to a snag and they wouldn't cover the repair and offered to sell me a $90 part to fix it myself. I explained this was not the case and it works fine then I unplugged it and when I reconnected it a week later it was dead - no snags, just normal use. This EFW has a cut-rate (cheapo) USB Port that has no center post to guide the plug and increase reliability. (I have several ZWO EAF units and those have a higher quality USB Port with the center post.) This exchange ended with the Support person saying he would check with the Service Manager and let me know. That was the last I heard from this guy. Shortly after that email, I received a sort email telling me to send it the unit, and it included a shipping label, but no indication that it would be a warranty repair.
I have sent several emails asking for confirmation that this will be a warranty repair with no reply at all- all of ZWO are ignoring my situation. I am reluctant to send it back only to find that I end up with a big bill.
So I am trying to escalate but with no Phone service and just generic email addresses which are ignored, I am stuck. So please let m know if anyone has a contact.
