Great equipment and content, Support needs some work
Love the equipment and programming - guides are excellent! Cost is very (!!) high. For that cost, Support should be 10X better. They are very friendly and helpful. Or at least promising to help. But everything is incredibly, incredibly slow. Especially considering you're paying $1.50 a day for the service. Replacing a foot pedal with a stuck slider took a month, including sending the wrong part. A question about a discount for a renewal plan - which was promised by the rep on Black Friday - is still open 3 calls and 5 weeks later, always with a promise of "we'll get back to you soon." Which they don't. Now apparently rates have gone up, more than negating any discount they would have given me... by the time they get to it in 2040 (:-). Definitely has the feeling of "thank you for your money, we're not in a rush to do anything in return." ---- Hydrow got back to me shortly after this message, and very quickly addressed both problems, with instant responses and ensuring their solutions addressed the issues. Apparently they were overwhelmed during the holiday season and mis-routed the case (per their reply). While they do need to invest more in their Support people, systems, and processes, by eventually addressing the issues professionally, responsively, and in a caring way, they've earned back my trust and recommendation. I've upgraded them to 4 stars on hopes they'll continue to improve Support. And of course the equipment and programming is excellent!