JacquelineJ
Chirping
I bought The Brinsea Ovation Advance 28 incubator as a replacement to our first incubator. The first time I used it I checked it's calibration before setting and it was 0.1 degree off, which is not bad at all. I had set 15 Icelandic eggs and 5 Marans. We had a 100% hatch rate.
The second time I used this machine, about 8 days after the first hatch, on day 5 of the second hatch the fan started acting up, it began turning itself off (the fan not the machine) and the "high temperature alarm" kept going off. I checked the internal temperature and it was 31.3. I lost that setting of eggs.
I emailed Brinsea about this and got a standanrd / cursory reply saying they would speak to technical about it.. That unfortunately was a Friday of a long weekend in England. I didn't know about the long weekend and emailed again on Monday and Tuesday. (getting more and more frustrated)
Tuesday, I got a call from England. John from Brinsea was calling to talk to me about the issue. I explained and he told me what he felt the issue was. He said that recently they had had a few similar issues with faulty fans. He gave me the option of having a replacement fan sent with installation instructions or a new machine sent. (I am not technical so he had their importer send me a new machine that day).
I wanted to write about this for others because - the machine is quite expensive ($400) and for the price I expect it to run for a long time without issue. I accept that this isn't always the case and when it isn't - as was my experience - I REALLY appreciate the personal interaction I got with John and that they immediately suggested replacing my machine. That engagement and action changed me from a VERY unhappy customer to a loyal one. I wish more companies took this approach.
Anyhow. I am now waiting for my delivery and looking for eggs!! Fingers crossed for another good hatch.
The second time I used this machine, about 8 days after the first hatch, on day 5 of the second hatch the fan started acting up, it began turning itself off (the fan not the machine) and the "high temperature alarm" kept going off. I checked the internal temperature and it was 31.3. I lost that setting of eggs.
I emailed Brinsea about this and got a standanrd / cursory reply saying they would speak to technical about it.. That unfortunately was a Friday of a long weekend in England. I didn't know about the long weekend and emailed again on Monday and Tuesday. (getting more and more frustrated)
Tuesday, I got a call from England. John from Brinsea was calling to talk to me about the issue. I explained and he told me what he felt the issue was. He said that recently they had had a few similar issues with faulty fans. He gave me the option of having a replacement fan sent with installation instructions or a new machine sent. (I am not technical so he had their importer send me a new machine that day).
I wanted to write about this for others because - the machine is quite expensive ($400) and for the price I expect it to run for a long time without issue. I accept that this isn't always the case and when it isn't - as was my experience - I REALLY appreciate the personal interaction I got with John and that they immediately suggested replacing my machine. That engagement and action changed me from a VERY unhappy customer to a loyal one. I wish more companies took this approach.
Anyhow. I am now waiting for my delivery and looking for eggs!! Fingers crossed for another good hatch.
I am getting a new incubator from them - as long as it's running well, their hatch rate is amazing. I noticed that their prices are going down a bit too. I'm sure there were just a few kinks since this was a new model. My advise is if anyone is concerned about how their fan is working, call them!
