When things go wrong...How to properly respond.
I recieved my Orion July 30th, and has functioned as advertised for 14 nights. Not sure if it coincided with an app update, but Friday night my unit was acting somewhat strange, but still worked. Last night my unit was not cooling properly. One side could not get below 73 degrees when it was set for 68. It would get there and then the temperature would rise to 80 then repeat the cycle. The other side which was set for 73 would go to 68/69 and then have to heat up to its set temp of 73. I understand things can break and all, but it's how it is handled that can make or break a business that is trying to grow. I messaged support after midnight and was conversing with Allen for over an hour troubleshooting. While the issue was not resolved last night, he believed it was a software issue. This morning I was communicating with Scott. I informed him what i tried doing and all the steps I did to try and figure out what was happening. At 9pm tonight Allen messaged me and told me the engineering team found an issue and sent out an update to hopefully fix the issue, which potentially affected many users. So far my unit now appears to be working properly, and hopefully it continues. I do appreciate and find refreshing the ability and responsiveness of the live human support. I have enjoyed my Orion up unitl last night. While last nights experience of it not working has put a dampen on the purchase and my trial so far, the support and communication was a positive experience. Hopefully this fixes the issue i was having (and maybe others too), but I do hope Orion continues to provide the customer support they currently have. So when things go wrong, a proper response can actually be turned into a positive experience.