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Post by a on Dec 27, 2020 18:21:24 GMT -5
Hello everyone, this is my first post here. I joined because I received a couple AeroGardens from my husband for Christmas, and I'm having issues with my new Farm24XL. The pumps, lights, and everything else seem to be working fine, except my right side lights will not lower. The left lowers just fine, and you can hear the motor lowering it. With the right side, the motor does not make any noise whatsoever and the lights do not lower.
I've already emailed support of course. I'd just call if they hadn't gotten rid of their phone support "due to covid" (even though phone support is one of the easiest jobs to make work-from-home, but nevermind that). And their email support tends to take almost a week for them to get back to me (had some shipping issues as well). So I figured in the meantime I could hop on this forum and see if anyone had any troubleshooting suggestions while I wait for a reply from them.
When I searched my issue, I only found a couple people with similar issues across multiple websites, and they suggested unplugging and plugging back in multiple times, but I have not had any luck with that. It also sounds like I may have to ship the top part back and wait for them to send a new one, which would be pretty lame, but at least then it would work.
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Sher
AGA Farmer
Posts: 7,025
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Post by Sher on Dec 27, 2020 20:20:21 GMT -5
I am so sorry about your disappointment with the new Farm. 
I hope they make it right for you soon.
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Post by a on Dec 27, 2020 23:21:17 GMT -5
It's okay, he also got me the stainless bundle with the Bounty and the Harvest, so I have that to keep me busy for now! I did start growing in the left side of my Farm since it's working, but if I have to send the top part (or whole unit) back, I'll end up having to start over, so that's a bummer. In that case, I wonder if they'd be willing to give me some custom seed kits instead of the basic ones, since I do have some other stuff I'd also like to grow as well, like peppers.
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Shawn
Administrator
Posts: 16,265 
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Post by Shawn on Dec 28, 2020 4:47:52 GMT -5
Welcome to the forum. I am sorry this hear that you are having issues. Aerogarden will correct that. In the meantime, make sure all the connections are in tight.
Please keep us posted.
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Post by a on Dec 28, 2020 4:55:55 GMT -5
Thank you!
Yes, everything is properly connected, and everything works besides that one function. It's probably just a loose connection inside the top itself, and I wouldn't have an issue opening it to try to fix it, but as with most electronics, that would most likely void my warranty. So I'll just try to be patient for now.
My husband's gift from me was a 3D printer, and our current project is printing a little fence to keep our cats out of the other gardens, since they keep playing with the grow domes and pulling out the pods when I'm not looking.
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gsaxon
AGA Sprout
Outdoor gardener forever, recent Aerogarden addict!
Posts: 225
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Post by gsaxon on Dec 28, 2020 8:29:49 GMT -5
Cats can be quite curious. They get into everything. I have to close my office door where I keep my units since my cats wont leave them alone,
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Shawn
Administrator
Posts: 16,265
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Post by Shawn on Dec 28, 2020 9:03:19 GMT -5
One day maybe I will interest in a 3D printer. Would love to see a picture of the fence when done.
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Sher
AGA Farmer
Posts: 7,025
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Post by Sher on Dec 28, 2020 10:11:36 GMT -5
I would love to see the fence, too.
Some of our members have had to build cages for their Aerogardens to keep their kitties out.
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Post by a on Dec 28, 2020 18:01:30 GMT -5
It will take several prints to get enough sections of fence for it, but this is what it looks like! I was thinking of making my own design later on, if I end up not really liking this one. www.thingiverse.com/thing:4322042 |
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Shawn
Administrator
Posts: 16,265
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Post by Shawn on Dec 28, 2020 18:06:01 GMT -5
That is pretty cool.
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Sher
AGA Farmer
Posts: 7,025
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Post by Sher on Dec 28, 2020 18:50:18 GMT -5
That is cool!
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Post by a on Dec 29, 2020 2:11:19 GMT -5
It looks like there may be an issue with that file, as it doesn't want to print correctly. Other files seem to be just fine. So I may need to find time to make my own model after all. Kind of a pain, but I think I'll be happier with the end result.
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Post by shevraeth on Dec 30, 2020 17:50:42 GMT -5
I got two Farm XLs myself last year and one of the light motors was also DOA. I never thought to check before I actually needed to raise them, but I was able to get them to send a replacement hood and wiggle it in without having to take the whole thing apart (thought I did need to move the basins with all my plants).
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Post by a on Dec 30, 2020 18:53:19 GMT -5
Awesome, thanks for the info! The one on the right side is stuck all the way up, so I haven't actually planted anything in that side since I figure it wouldn't get enough light that way. The other one raises and lowers just fine. Hopefully they don't make me send the whole top back before sending me the new top, since my lettuces on the left side are actually doing really well, with little green leaves starting to appear on them. I sent my email on Saturday, and still haven't heard back, but I'm guessing they have a pretty heavy volume right now with all the people who opened their new systems on Christmas.
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Sher
AGA Farmer
Posts: 7,025
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Post by Sher on Dec 30, 2020 19:10:31 GMT -5
Awesome, thanks for the info! The one on the right side is stuck all the way up, so I haven't actually planted anything in that side since I figure it wouldn't get enough light that way. The other one raises and lowers just fine. Hopefully they don't make me send the whole top back before sending me the new top, since my lettuces on the left side are actually doing really well, with little green leaves starting to appear on them. I sent my email on Saturday, and still haven't heard back, but I'm guessing they have a pretty heavy volume right now with all the people who opened their new systems on Christmas.
a , have you tried this contact page?
Shawn also posted this link on how to contact them. I don't know if the info is current.
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Post by shevraeth on Dec 30, 2020 20:09:26 GMT -5
I did not have to send back the old hood, luckily. Once I got through on the phone they put the order in for a replacement. Since they don't have phone support right now, hopefully you hear back soon.
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Post by a on Dec 30, 2020 21:20:26 GMT -5
a , have you tried this contact page? Shawn also posted this link on how to contact them. I don't know if the info is current. Yes, I did when I was having the shipping issues, and that one was never answered. They did eventually answer the emails about the shipping, but it took about a week, and they were unfortunately not very helpful in that situation. I have also looked for the chat icon during typical business hours, and have never seen it, but if someone has seen it at all this past week, please let me know what time and timezone you saw it. |
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Post by a on Dec 30, 2020 21:24:21 GMT -5
I did not have to send back the old hood, luckily. Once I got through on the phone they put the order in for a replacement. Since they don't have phone support right now, hopefully you hear back soon. That's great to hear, since I want to keep those going. Yeah, no phone support makes it tough. I would much rather wait on hold for several hours than not hear back by email for days. |
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Post by a on Dec 31, 2020 17:09:59 GMT -5
Well I received a response from them for another question I'd asked before I realized my Farm had an issue. The herbs I received for my Harvest had an extra thyme and were missing a mint, so I emailed them about that and asked if they could just replace the missing mint with a cilantro (since I use cilantro more anyways) and they set up an order with cilantro. So I am happy about that. I think I sent that email about a day before the one about my Farm, so I'm guessing I will hear about the Farm later today or tomorrow.
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Post by a on Jan 2, 2021 17:07:06 GMT -5
Just to give an update, they did contact me about the Farm yesterday. I needed to take some pictures of things, and get a video of the issue, so that took a bit of time. Too bad I didn't know, or I would've been able to have it ready to go! So I may be looking at another 4 business days before we're able to get set up for a replacement.
I still haven't seen the chat button on the page when I look during business hours. It's not just the regular contact form is it? I assumed that just sent them an email, regardless of the time of day. A lot of websites have their live chat buttons in the bottom right corner, or somewhere around there.
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