water circulation

Has anyone else had problems with the water not being circulated?

Everything else works as it should, app, temp control, the led is bright orange indicating that it's heating up but the water isn't being circulated. Tried turning it off, factory reset, waiting it out...

This is my second unit. First one stopped working altogether. Didn't even turn on anymore on the second week of use. This one lasted a little longer.

Is this a wake up call? Should I just get an Anova?

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Comments

FrankM_3301

Did you create a ticket by going to the help section in the app? The CS team us very responsive and helpful.

wolfiegirl

Sounds like you're having a bit of bad luck. I've got three Joule's and I've never had issue with any of them. I hope you contacted CS with the first Joule issue. They are excellent at repairing/replacing. And of course as Frank said, open a help ticket. In the Joule app, tap on the help and support and scroll down where you'll find the 'submit a support' request option. If you don't let CS know, they can't help!

hensflo

I am experiencing the same issues recently. Will do some further testing after cleaning the unit and raise it to the support team if required

Richard_460572

I have not created a ticket because I bought my joule through amazon, not through Chefsteps...

Would they still help me out?

fisher23

Create a ticket, they will take care of it.

Richard_460572

even though i bought it through amazon??

amazon replaced my first unit cause it was the second week when it stopped working. but this replacement unit has been with me for about 2.5 months.

Richard_460572

let me know how it goes. im going to wait about 24 hours to try and turn on my joule again. see if it works. tried cleaning the boaty spinning orange thingy...(god can't remember what it's called...a propeller?) but to no avail whatsoever...

fisher23

They all come from ChefSteps and have the same warranty. You can use the app to open the ticket. I am sure they will take care of it. They had an issue with their servers yesterday which could have caused a problem.

Richard_460572

I did contact CS when my first unit stopped working but they wanted an order number so they could track it down. I told them I bought it from Amazon and I can't remember what happened after that. Amazon did replace my first unit, due to only have been in my hands for about 2 weeks. As I stated on my post, this second unit lasted me a little longer, about 2.5 months...but I'm starting to have trust issues with Joule. Amazon won't give me a replacement on the second Joule I think. $200 just down the drain. I don't think I can't explain dropping another $200 on something I'm not sure is going to work properly and for longer than 2.5 months. I think I'm just going to go with the ugly Anova. A friend of mine has one and I always made fun of him for having such a bulky device...perhaps all there is about a joule is the good looks. I thought it was better than Anovas but I'm beginning to taste my own medicine. So disappointed on having dropped $200 on something that only lasted 2.5 months. This is so frustrating.

fisher23

I have both and have had much more problems with my Anova.

Richard_460572

have not yet due to my first unit...when i created a ticket they asked me for an order number i think and since i ordered it through amazon i didn't have one....im emailing amazon to see if they can give me a second replacement, I highly doubt they will tho given it's been 2.5 months since they replaced the first one...their return policies are up to a month or so...

Richard_460572

really? my buddy's had his for almost a year with no hiccups at all. we usually get into crazy arguments over our sous vide machines and i usually argue that mine has more horsepower and looks better. I usually compare my joule to my macbooks and his anova to windows machines...but today he's just been laughing at me saying "told ya, shoulda bought an anova from the get go"

Ellen_212162

Hi Richard! Absolutely - we'd love to help and will get you a new Joule right away if you don't mind submitting a ticket so we can take a closer look at what may be going on! Feel free to visit http://bit.ly/2kIsC3u, submit a ticket, and we'll get you squared away! So sorry to hear you're having issues!

Ellen_212162

Hi Florian, so sorry to hear you're experiencing issues as well. As I mentioned to Richard above, we'd love to help troubleshoot what may be going on, and if you don't mind submitting a ticket so we can take a closer look, that would be much appreciated! Feel free to visit http://bit.ly/2kIsC3u, submit a ticket, and we'll get you squared away!

fisher23

ChefSteps customer service rocks!

torridice_498271

As everyone already mentioned, just get in touch with chef steps. They are awesome. It'll get taken care of. I had the same issue and they got a new one out to me right away. I also bought through Amazon. I was stressed out at first too, but after dealing with Chef Steps I know we are all in good hands. They care about their product and your experience.

Richard_460572

Thanks Ellen. I clicked on the link you posted above but it appears to be a FAQ...Where do I click next?

Richard_460572

I've tried turning on my joule again today to see if water would circulate but nothing. Mine is still not working. Any luck with yours?

Richard_460572

sounds like they're really solid peeps. Good to know and thanks for sharing, torridice.

wolfiegirl

I posted below.....here it is again....

In the Joule app, tap on the help and support and scroll down where you'll find the 'submit a support' request option.

Richard_460572

Okay, so I've spoken to an Amazon representative and they're going to give me a second replacement unit even though my return window has long been expired. They were super nice about it and extremely apologetic. Gotta love Amazon, great CS.

Well third joule's a charm. Hopefully it will last me a little longer than 2.5 months :-(

hensflo

Hi, gave it another try last night, but experienced the same issue. On yours and Ellen's advice, I will create a support ticket tonight.

Thanks!