Yesterday Vince sent an email to Harvest Right about the problems with the freeze dryer.
They had us do a vacuum test, an oil flush in the pump and it still didn’t work. They had me run it and take a photo after 15 minutes –
I was to let it keep running and take a picture after 30 minutes . .
Then turn the pump off and take a picture 1 minute without the pump running.
Then take another picture after 5 minutes of the pump not running.
Then we had to download the data from the machine and email that to them. Then we had to pay them $45 to analyze the data. I sent all that in at 2:15 p.m. yesterday and, as of this morning, haven’t heard anything back. I have a feeling I’m going to have to buy a new pump, which I was so hoping wasn’t the problem but right now, I’ll do just about anything to get it back up and running.
I’m keeping my fingers crossed that I hear back from them this morning so we can get back to freeze drying soon.
vivoaks says
Things like that really bug me…. Why do they make you pay $45 so they can tell you what’s wrong? That makes no sense to me. They’re going to get money from you for new parts or whatever it needs…they shouldn’t have to charge you to diagnose an issue when YOU did all the work!! I guess it really is all about the money….
Judy Laquidara says
It doesn’t bother me to have to pay it. I’m sure “service calls” are expensive to keep trained people, especially those who are truly knowledgeable and speak English. Also, many people will call with frivolous questions and many people apparently call often. I’ve never made a service call in almost two years of using the machine almost non-stop. For small businesses,it’s more about making the best use of their time and I’m sure many people won’t pay the $45 when they can dig a bit and find answers to their questions but, without having to pay $45, they would be more likely to pick up the phone and call.
Teri says
Hope it isn’t too expensive of a fix. It’s not very old is it? Not under warranty anymore?
Judy Laquidara says
It will be two years old in June and the warranty is one year. The pump may have less than a year warranty but no matter . . it’s all out of warranty.
Susan Nixon says
You have run it a lot, but it seems that the pump, if that’s the problem, should run longer than two years.
Judy Laquidara says
Yes and when you figure how much I’ve been in MO the past two years and not running it at all. But . . we’ll see how it goes. Hoping the new one lasts longer.