- Thread starterDan99
- Start dateMay 11, 2020
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- May 11, 2020
- #1
Hi All I was under the impression that RT customer service was really good. They must be slipping lately.
Last week I called about a WiFi problem/NOT connecting. some one was suppose to call me back after 2hrs I had to call them back..We got the problem solved.?
Today same problem with Wifi. I called and left a message about 2 hrs ago, so far NO call back..I heard such good things about their CS. Is it just me or are they going down hill in CS?
Thanks for listening
Dan
Buckeye smoker
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- May 11, 2020
- #2
Did you start over and redo it completely?.. since it WAS working then something changed. Your WiFi, the distance between the smoker and your Router, Phone settings?... What have you tried to correct it? They're open to 7pm tonight wait and see if they call before complaining that they haven't. Within 7 mins. Of each other you posted it twice in the forum. 1 said an HR. The other said 2 hrs. ??....slow down and check the things YOU can check and verify first.
I would start from the beginning and go through the setup procedure. Make sure it's on 2.4ghz . I had to use my location GPS enabled the first time I set it up to make it work... Never had to have it on after that. Etc..etc..etc..
P.s. yes the CS is top notch.
Roaniecowpony
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- May 11, 2020
- #3
In the middle of an unprecedented worldwide pandemic, maybe customer service callbacks may wane maybe just a wee bit. 
Dan99
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- #4
Today it worked for about 5 minutes the red light was solid.. Doing a chicken smoke tomorrow so I gotta get it working good. RT CS has been a let down for me,so far..
It was working the other night when I did and over night for 10 hrs. I don't know what happen since then? Yesterday I tried every thing to get it working with NO luck, we'll see what future brings. Funny thing was my Fireboard which works off my WiFi worked all day yesterday.
Thanks Dan
PS I'm hoping RT checks the forums..
Master Blaster
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- May 11, 2020
- #5
Roaniecowpony said:
In the middle of an unprecedented worldwide pandemic, maybe customer service callbacks may wane maybe just a wee bit.
No doubt about that!
Dan99
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- #6
Roaniecowpony said:
In the middle of an unprecedented worldwide pandemic, maybe customer service callbacks may wane maybe just a wee bit.
Hi I hope you are right. They still have time to make me a believer..
Thanks Dan
PS I've been raving about RT in some other forums maybe it is karma biting me.
Buckeye smoker
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- #7
I have to tell ya, I had called them a few times today, and there wasn't an answer. When I later got through They took care of me right away, and answered a few questions I had.
I just received a call from them because they seen They had missed a previous call.
So my next question is did you call the right number? And have they returned your call since posting this?
Last edited:
Dan99
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- #8
They just called me,but it is raining so we couldn't do a thing..I will call back tomorrow before I start my chicken cook. The person that call me back wasn't the WiFi guy. We'll see what tomorrow brings.
Thanks Dan
TexasManInCajunLand
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- May 11, 2020
- #9
I'm a new RT owner and once I figured out what I was doing (that was on me...impatient? Lol), I was able to connect pretty easily. Plus, I unplug mine whenever I put my cover on, and when I plug it back in it connects immediately.
I say this to try to encourage you to make sure that you're following the instructions to the tee, because I was being a bit impatient and had a couple of trip ups trying to get mine to pair. But, once I googled how to do it (I'm a visual person so I YouTubed it. ), it paired right up and I haven't had any issues since. Aside from not getting the alarms that is, but that seems to be on the application side of things.
As for CS, I had to call them when I noticed that I didn't receive the nitrile gloves that I ordered, and it happened to be just past their normal business hours. However, the following morning I received a phone call from them because they saw the missed call from me (I didn't leave a message) and after letting them know that my gloves weren't sent, they immediatelysent TWO boxes of the nitrile gloves. And whenever I say immediately, I mean withing an hour or two of our phone conversation, I received an email confirmation that they had already shipped them out to me via USPS. Meaning, that they had somebody run them to the post office and sent them out. That is A+ customer service!
Again, I would verify that the proper setup steps are being taken, and if that still doesn't work, I would just be patient and wait for them to contact you back, becasue I am 100% confident that they will take care of you.
Hope this helps, and hang in there!
Darrell
ModernRec
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- #10
Roaniecowpony said:
In the middle of an unprecedented worldwide pandemic, maybe customer service callbacks may wane maybe just a wee bit.
yea, I'm sure the staff is cut back a few folks also like every other place in this country.
Dan99
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- #11
Hi Darrell I tried every thing I think of on Sunday to make a connection.The only thing I didn't do is reboot the router. If my wife ever loses her internet connection, I'll be in BIG trouble.
I'll call RT tomorrow and see what the future brings.
Thanks Dan
It did connect on my over night cook for 10 hrs??
ModernRec
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- #12
Dan99 said:
Hi Darrell I tried every thing I think of on Sunday to make a connection.The only thing I didn't do is reboot the router. If my wife ever loses her internet connection, I'll be in BIG trouble.
I'll call RT tomorrow and see what the future brings.
Thanks Dan
It did connect on my over night cook for 10 hrs??
Dan, a reboot takes a total of 2-3 mins. Do it when she goes to check the mail or something ?
TexasManInCajunLand
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- May 11, 2020
- #13
Dan99 said:
Hi Darrell I tried every thing I think of on Sunday to make a connection.The only thing I didn't do is reboot the router. If my wife ever loses her internet connection, I'll be in BIG trouble.
I'll call RT tomorrow and see what the future brings.
Thanks Dan
It did connect on my over night cook for 10 hrs??
Were you able to verify that your router was set to 2.4Ghz?
ModernRec
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ModernRec said:
Dan, a reboot takes a total of 2-3 mins. Do it when she goes to check the mail or something ?
All you have to do is pull the power cord out of the back of the router and count to 15-20. she wouldn't even notice, this way when you do talk to RT most of the easy steps are already taken care of.
Dan99
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- #15
I'm more worried about losing the internet connection. Tomorrow if they/RT tells me to reboot I have no choice.Yesterday the screen kept asking me for a network mine was not on list that kept coming up. Hey It did work for 5 minutes today, before going bonkers again.
Thanks Dan
Dan99
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- #16
Hi All Have you guys seen my other 2 problems I had with this grill?
The wheel leg problem I was able to straighten it out so I can leg in there.
The handle RT sent me the wrong one. Still working on that.
Dan
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ModernRec
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- May 11, 2020
- #17
Dan99 said:
I'm more worried about losing the internet connection. Tomorrow if they/RT tells me to reboot I have no choice.Yesterday the screen kept asking me for a network mine was not on list that kept coming up. Hey It did work for 5 minutes today, before going bonkers again.
Thanks Dan
Dan,
Help us, help you . The point of a forum is to bump thoughts and ideas off of each other. will you lose internet? yes...but for like 45 seconds while your modem/router boots back up. It's no different from when you lose power at the house. Wait for RT to call, maybe they will or wont ask you to reboot the modem. Either way, good luck and I hope its up and running soon. Just don't tell us it was as easy as a modem reboot to fix the issue ?
Dan99
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- May 11, 2020
- #19
Hi My router is 2.4 cause my other temp device works off of 2.4, and it worked all day yesterday.
Thanks Dan
TexasManInCajunLand said:
Were you able to verify that your router was set to 2.4Ghz?
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