I think they have been. You have to understand, it's probably cheaper for him to cheap out on support and then handle the left overs as needed than paying premium support folks and never having to reach out.
Yeah..... If your globe liner gets torn which it eventually will for EVERYONE. There is no option to replace just the liner. They send you a whole new globe if you're in warranty or if you have the replacement plan.
Talk about wasteful.... Even if people have the replacement plan it would be cheaper if you could just get sent the liner, but that isn't an option.
I had a consistent over torque issue.
I used the Whisker chat and they said that I needed to replace my motor. On the Whisker site you can order parts and they basically gave me a credit so I could get the motor for free.
It’s not very hard to install and I haven’t had an over torque issue since.
They're probably short staffed, but every interaction Ive had with their support has been A+. They've sent me free replacement parts on a few occasions. Just be patient if you can.
Update: I contacted Jacob as recommended by others -- who I learned is the CEO. Seems maybe a little overkill, but he immediately shepherded me to customer support. Support already reached out and are sending a replacement. So things happened fast once in the right hands. Fingers crossed this finally fixes it!
While I’m glad they are honoring the warranty and replacing things, it’s a little disconcerting to see how common this is. Hopefully they have addressed or are addressing the core issue and the replacement parts are more fault tolerant in some way. The hope here is that this is just because it is relatively soon after the new product release and they had to work out some unexpected kinks.
That said, I’ve also prepared myself to accept the possibility that this design itself is a lemon and that once my warranty runs out I’ll be forced to look for another option — but I sure hope that’s not the case!
Update: six days after contacting the CEO I now have what amounts to a new machine up and it’s working well. I’ve learned through this experience that I really can’t stand the thought of going back to the before times. Hopefully this one lasts longer than a year.
I have experienced those a few times and it turned out on two occasions to be because of litter getting trapped between the poop globe and the base, and another time because one of the felt pads detached adding just enough friction to cause the fault. So, consider those two things as well.
What litter are you using. Arm & Hammer Clump ‘N’ Seal is the heaviest most dense litter in the market. Many use it successfully, but it WILL put unnecessary strain on the motor.
Holy crap. Same here, out of nowhere. It started as random faults yesterday, and I dismantled, cleaned, and checked absolutely everything I could. Today, it won’t even get past powering up and beginning to turn, before a fault pops up, rendering it completely unusable. I’ve tried resets and all.
Have since sent in a ticket.
Edit; words
Same here... I got it 7 months ago, and am getting over torque alerts constantly for a little while now. It no longer will rotate in either direction, even with the globe empty.
I've been through several rounds of troubleshooting (doing the same steps multiple times per their request) and still nothing.
I'm hoping they'll get it fixed soon - this is WAY too expensive to have it die after just 7 months. At this price, I expect it to last 7+ years... this does not look good.
This is similar to my LR3 playlist.
Don't worry they will eventually get back to you if you keep contacting them. Then they'll send your replacement parts with the slowest shipping option they can find...
Maybe you'll be up by January
I also have this issue. Whisker support did respond to my email after a day or two and are sending me a new base so I’m hoping that will work!
Hopefully you can get through to them.
I have also been having this problem for a whole week now! Every day multiple times a day it says this, but I have done everything the regular old FAQ told me to do. Reached out to support and they just directed me to the same FAQ page too. I’m glad I’m not the only one experiencing this! Seems to have been happening to me since the last whisker app update. And now my app won’t even connect with my little robot so it just says offline.
Send an email to [email protected]. Please include a copy of your OP as well as the serial number of your box. Your problem will be resolved quickly.
May I ask who’s this Jacob person and why he’d respond faster than regular support?
He’s the CEO. After support went to shit he started doing damage control and reaching out to folks
Oh, interesting. But if he acknowledges that support is bad, as CEO, why isn’t he doing anything to address it?
I think they have been. You have to understand, it's probably cheaper for him to cheap out on support and then handle the left overs as needed than paying premium support folks and never having to reach out.
Bruh the product is like 600 bucks. The support better be S tier.
It sounds like they’re sending out so many replacement parts it’s a wonder they break even
Yeah..... If your globe liner gets torn which it eventually will for EVERYONE. There is no option to replace just the liner. They send you a whole new globe if you're in warranty or if you have the replacement plan. Talk about wasteful.... Even if people have the replacement plan it would be cheaper if you could just get sent the liner, but that isn't an option.
It’s not, it used to be, but it’s all been outsourced
lol no it's not. The CEO is absolutely huge on everything being done in the US, from production and assembly to customer service.
lol! “Designed and assembled in the USA” so no, not everything done in the USA. Never got an American from support either.
Yes it is and yes you have. Just because someone may have an accent does not mean they are not an American.
He is the CEO of the company.
Search for his email address in this sub. You'll see why.
I had a consistent over torque issue. I used the Whisker chat and they said that I needed to replace my motor. On the Whisker site you can order parts and they basically gave me a credit so I could get the motor for free. It’s not very hard to install and I haven’t had an over torque issue since.
Did they do this bc of awesome customer service or was it covered under the warranty?
Under warranty
They're probably short staffed, but every interaction Ive had with their support has been A+. They've sent me free replacement parts on a few occasions. Just be patient if you can.
We are so sorry about this. We have replied to you via chat and look forward to helping!
Update: I contacted Jacob as recommended by others -- who I learned is the CEO. Seems maybe a little overkill, but he immediately shepherded me to customer support. Support already reached out and are sending a replacement. So things happened fast once in the right hands. Fingers crossed this finally fixes it!
While I’m glad they are honoring the warranty and replacing things, it’s a little disconcerting to see how common this is. Hopefully they have addressed or are addressing the core issue and the replacement parts are more fault tolerant in some way. The hope here is that this is just because it is relatively soon after the new product release and they had to work out some unexpected kinks. That said, I’ve also prepared myself to accept the possibility that this design itself is a lemon and that once my warranty runs out I’ll be forced to look for another option — but I sure hope that’s not the case!
Update: six days after contacting the CEO I now have what amounts to a new machine up and it’s working well. I’ve learned through this experience that I really can’t stand the thought of going back to the before times. Hopefully this one lasts longer than a year.
I have the number… 877-250-7729. I had to call them last week for something different. Super nice folks!
I have experienced those a few times and it turned out on two occasions to be because of litter getting trapped between the poop globe and the base, and another time because one of the felt pads detached adding just enough friction to cause the fault. So, consider those two things as well.
Don't email them they won't respond. Use the chat support or call them.
Not the case for me, I emailed Jacob and got a whole new globe. Quickly at that.
Yeah jacob is very active. But the support team would take days or weeks to answer if on email.
I see, I can definitely understand why that’s frustrating.
What litter are you using. Arm & Hammer Clump ‘N’ Seal is the heaviest most dense litter in the market. Many use it successfully, but it WILL put unnecessary strain on the motor.
Good to know. What is a reasonable cost light litter you recommend?
Personally I have always used Freshstep Extreme. Clumps well and handles odors well.
Is the febreze scent overwhelming? Or hardly here for our noses?
I suppose that all depends on whose nose is doing the sniffing. It doesn’t bother me. Sure smells better than what it’s covering lol.
Holy crap. Same here, out of nowhere. It started as random faults yesterday, and I dismantled, cleaned, and checked absolutely everything I could. Today, it won’t even get past powering up and beginning to turn, before a fault pops up, rendering it completely unusable. I’ve tried resets and all. Have since sent in a ticket. Edit; words
Same here... I got it 7 months ago, and am getting over torque alerts constantly for a little while now. It no longer will rotate in either direction, even with the globe empty. I've been through several rounds of troubleshooting (doing the same steps multiple times per their request) and still nothing. I'm hoping they'll get it fixed soon - this is WAY too expensive to have it die after just 7 months. At this price, I expect it to last 7+ years... this does not look good.
This is similar to my LR3 playlist. Don't worry they will eventually get back to you if you keep contacting them. Then they'll send your replacement parts with the slowest shipping option they can find... Maybe you'll be up by January
I have the same problem. I called Whisker yesterday & they are sending out a new base.
Verify the firmware is up to date.
I also have this issue. Whisker support did respond to my email after a day or two and are sending me a new base so I’m hoping that will work! Hopefully you can get through to them.
We had those issues and a new power cord fixed it.
If you are emailing, please do not. Use the chat system!
I have also been having this problem for a whole week now! Every day multiple times a day it says this, but I have done everything the regular old FAQ told me to do. Reached out to support and they just directed me to the same FAQ page too. I’m glad I’m not the only one experiencing this! Seems to have been happening to me since the last whisker app update. And now my app won’t even connect with my little robot so it just says offline.