Well the turner saga continues. I gave up on trying to fix it and sent them an email on the 31st. Didn't expect a reply back immediately because of the holiday, but still hadn't heard from them so I called them yesterday. Got a guy who told me I had to mail the turner back in so they could repair it (they're not going to be able to repair it short of taking it entirely apart and putting in a new arm, so good luck) and I had to pay the shipping myself. That made me a little frustrated because where I work, we would never make a customer pay out of their own pocket to send back a defective item, AND we would have sent out the new replacement item right away before they even mailed theirs back, especially if they needed it right away, which I told them I did.
Whatever, I have eggs coming this week (they got in today actually) so I have no choice, I have to follow the rules. I got it all packed up last night and ready to go out today. I wake up this morning and they finally emailed me back. Okay, good, I'll just let them know I called and all is well.
Except all the email says is "Did you send your turner back yet?" That's it. No detailing of the return process, no letting me know that I was supposed to send it back like I would expect since my email had asked them what I was supposed to do. Nope, just did you send it back yet?
I'd let that slide and think maybe the person who I spoke to last night left a message or something that I was sending it back, but then why send an email the very next morning demanding to know if I had sent it back? Did they not check the date? No acknowledgement that I had said I need the new turner ASAP either.
And then I got to the PO to mail it out and it cost me $10 to send it back. So yeah, not pleased. Happy they're honoring the warranty, but not really happy with the customer service and having to pay out of my own pocket to get it fixed.
Now luckily I have my Eco 20 too, which also has an autoturner, so I'll still be okay to hatch and not have to try to remember to hand turn, but seriously, what if I didn't?