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Customer Review

The manufacturer commented on the review belowSee comments
78 of 92 people found the following review helpful
1.0 out of 5 stars Melted, May 25, 2011
This review is from: Goal Zero 19006 Guide 10 Adventure Kit with 4 Goal Zero AA Batteries (Sports)
The two panels put out plenty of 12 volt DC to charge the batteries, however the unit holding the batteries melted so severely that it only blinks slow red. This means that the batteries are charging so according to the melted battery holder it is charging and the batteries never take the charge. I followed their directions and placed the device on my patio table outside in the sun. The temp never exceeded 95F degrees. When I opened the black nylon envelope that holds the batteries the charger was melted. So far customer service at Goal 0 is non existent. Look on their website they fully understand that the units melt. Do not buy one of these or you will be sorry. The ones that do not melt are due out July 2011.

CLINT at Goal Zero just so you fully understand, I called and left a message at the number you listed and I have yet, almost a year later, to receive a reply from anyone at Goal ZERO. I did reach a "real person" after numerous calls and he took my name, phone number, address, and serial number information of the melted unit. This all took place in June of 2011. TO DATE I have not received any replacement. I would suggest that you change your name to goal ZERO to indicate the total amount of "AMAZING" (your words not mine) product support your company and employees lavish on your customers. At this point just forget it the total lack of AMAZING customer service is really amazing. I will not buy another goal ZERO product and will just count this as a loss of $100. If you want to buy a product from a company with ZERO customer support, do so at your own risk. I will post a You Tube video of the melted unit under goal ZERO shortly.
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The manufacturer commented on this review(What's this?)
Posted on Jun 7, 2011 10:41:59 AM PDT
Thank you for your feedback! Our engineers have provided a fix for this issue and we would invite you to call us at 888-794-6250 ext. 1 and we will replace your Guide 10 with the newest version that has the fixes in place. The newest version is available right now. We will do everything we can to ensure you have a smile on your face while you use your Guide 10 Adventure Kit.
 
 
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Showing 1-10 of 11 posts in this discussion
A comment by the manufacturer   (What's this?)
Initial post: Jun 7, 2011 10:41:59 AM PDT
Thank you for your feedback! Our engineers have provided a fix for this issue and we would invite you to call us at 888-794-6250 ext. 1 and we will replace your Guide 10 with the newest version that has the fixes in place. The newest version is available right now. We will do everything we can to ensure you have a smile on your face while you use your Guide 10 Adventure Kit.

Posted on Jun 10, 2011 12:48:06 PM PDT
Last edited by the author on Jun 10, 2011 12:49:12 PM PDT
I just tried calling the telephone number listed above (Goal Zero's response to Clint Eastman) and an automated voice messages tells me that if I wish to talk with "an AMAZING customer service representative" to press ext 1. Doing this resulted in about 40 rings before someone's personal voicemail picks up. This call was placed at 1:40 M.S.T. (3:40 E.S.T.) on a non-holiday Friday. I hope that GZ gets its act together but am personally leery about ordering this product until/if the non-defective version is available and/or someone in "amazing customer service" answers the phone during business hours.

In reply to an earlier post on Nov 11, 2011 10:28:28 AM PST
Ron G says:
Has Amazon's inventory been updated with the new Guide 10 unit?

In reply to an earlier post on Nov 30, 2011 5:41:28 PM PST
CharadeUR says:
Did you leave a message? Did you get a call back? One has to wonder why someone would omit this bit of critical information? To me unresponsive is not that someone had to step out for a minute or two during the day or was on another call. Unresponsive is not getting a return call after leaving a message.

Posted on Dec 15, 2011 9:45:43 AM PST
wScott says:
For what it's worth, I bought two of these from Amazon. The first one came with the 1st generation Guide 10 battery pack. Even though it worked fine I called Goal Zero and did indeed get a friendly helpful customer service agent on the phone who immediately sent out a gen 2 replacement for the Guide 10. I did not have to RMA the gen 1 Guide 10. They said keep it. The second Adventure kit came with the AAA adapter for the charger. When I realized the first one didn't come with one I again called Goal Zero and again got a customer service agent right away. He explained the adapter was back ordered and I would get a replacement but it would take a couple of weeks. I was about ready to call them again after a month when 2 AAA adapters showed up in the mail. I have been very impressed with Goal Zero's customer service.

Posted on Apr 30, 2012 11:30:01 AM PDT
TranceMist says:
Did you leave the battery pack exposed to the sun while charging?

Posted on Jun 8, 2012 8:29:21 AM PDT
BOB SEILLER says:
Thanks for your review, I judge a product not only by quality but also by a company's service. I was considering this item but decided not to purchase it or any other product from this company. Thank You

Posted on Jul 23, 2012 4:59:36 AM PDT
Drexler says:
I'll be making a purchase knowing the manufacturer takes a proactive stance like this.

Posted on Jul 23, 2012 7:08:25 AM PDT
Ron G says:
They did replace my unit satisfactorily.

In reply to an earlier post on Aug 1, 2012 3:23:55 PM PDT
[Deleted by the author on Aug 1, 2012 3:26:09 PM PDT]
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