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

[polyppal]

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

 

[jrill]

since this is contrary to most everyone else's experience with Coralvue I find it very hard to believe its true.

 

[piranhaman00]

User error

 

[HuduVudu]

I can go on Amazon and when I look at the 1 star reviews for even the best products they will still have at least 2% in the 1 star reviews. I have worked in a product manufacturing company. I know that not every product comes out working to perfection. A good company will do it's best to keep these numbers down but it still happens.

To say that someone that is having a problem is lying or using it wrong is just chidish. Why do that? Every product no matter how good is going to have bad units.

I have had to deal with coralvue's customer support ... it is less than fun and I ended up finally solving the problem myself through massive research on my own.

Everyone has their own experience and insulting them for that experience is just not kewl.

 

[Sean Clark]

Sad to say but when it comes to Coralvue... this is the way.

 

[jhuntstl]

Carlos has always been responsive through email for me. Sorry you're having issues. Hope it's resolved.

 

[polyppal]

since this is contrary to most everyone else's experience with Coralvue I find it very hard to believe its true.

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.

 

[polyppal]

I can go on Amazon and when I look at the 1 star reviews for even the best products they will still have at least 2% in the 1 star reviews. I have worked in a product manufacturing company. I know that not every product comes out working to perfection. A good company will do it's best to keep these numbers down but it still happens.

To say that someone that is having a problem is lying or using it wrong is just chidish. Why do that? Every product no matter how good is going to have bad units.

I have had to deal with coralvue's customer support ... it is less than fun and I ended up finally solving the problem myself through massive research on my own.

Everyone has their own experience and insulting them for that experience is just not kewl.

The fanboys are gonna fanboy

 

[polyppal]

User error

Oh really? Explain…

 

[polyppal]

Sad to say but when it comes to Coralvue... this is the way.

 

[DHill6]

I have always gotten a quick response from Carlos when I opened a ticket. Issue was always solved.

 

[polyppal]

I have always gotten a quick response from Carlos when I opened a ticket. Issue was always solved.

Yeah hopefully I get a response soon. I actually met Carlos at Reefstock Denver, nice guy (who convinced me to get into Hydros system).

They obv need to get their customer support department sorted out though

 

[DHill6]

Yeah hopefully I get a response soon. I actually met Carlos at Reefstock Denver, nice guy (who convinced me to get into Hydros system).

They obv need to get their customer support department sorted out though

It’s strange, he always answers by the next day. I got a reply from the other guy once also, I think he’s the developer. They definitely were figuring out the issue. Coralvue Hydros has exceeded the other two companies I’ve dealt with. I hope they get the issue solved for you.

 

[rtparty]

Count me in the "not a fan of the XP8" conspiracy group. 2 of my outlets have stuck on and then somehow fix themselves a couple days later.

CoralVue customer service is either amazing or downright awful. There is no in between with them. Thankfully, my last two experiences have been good. It really helps if you put them on blast in their Facebook group. It's the only way I got my wifi power bar replaced after 8 months of it being broken. First go around on that issue I was told it's my network that sucks, sorry. Truth is, their WiFi is crappy. It just is. Sorry, not sorry. They desperately need an Ethernet port add on.

Hydros is new and customer service has gotten better at CV so I give a pass for now. If the new XP8 starts randomly failing, Hydros is a goner for me. The supposedly "superior hardware" marketing isn't as true as the fanboys hope.

 

[Derrick0580]

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.

 

[Sean Clark]

one single bad experience

Wow

 

[rtparty]

Wow

Yeah. The groups and forums show way more than a "single" bad experience. Especially with CV customer service over the years.

The thread also didn't lump an entire product line into it. The title only singled out the one individual item.

 

[polyppal]

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.

Read the op. And the title. Nobody called out the entire line - the complaint is in regards to the XP8 product that a number of people have had similar issues.

 

[polyppal]

Count me in the "not a fan of the XP8" conspiracy group. 2 of my outlets have stuck on and then somehow fix themselves a couple days later.

CoralVue customer service is either amazing or downright awful. There is no in between with them. Thankfully, my last two experiences have been good. It really helps if you put them on blast in their Facebook group. It's the only way I got my wifi power bar replaced after 8 months of it being broken. First go around on that issue I was told it's my network that sucks, sorry. Truth is, their WiFi is crappy. It just is. Sorry, not sorry. They desperately need an Ethernet port add on.

Hydros is new and customer service has gotten better at CV so I give a pass for now. If the new XP8 starts randomly failing, Hydros is a goner for me. The supposedly "superior hardware" marketing isn't as true as the fanboys hope.

If I don’t hear back in next few days I’ll try the Facebook route. I don’t think they are even active anymore on R2R

 

[Sean Clark]

If I don’t hear back in next few days I’ll try the Facebook route. I don’t think they are even active anymore on R2R

Probably too loud.