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I bought a HD55 past May of 2025.  Started having issues with hit this past month. They sent me a Motherboard...put it in, seemed to work,  BUT with the Remote hooked up to machine it DOES NOT WORK PROPERLY.  I have about 600$ invested in this thing total. 

The email customer service sucks: Desz is my person, does not respond in a timely manor. Have emailed support several times about the remote---nothing back. 

If I had it to do over, never would have bought this.  Do yourself a favor and go buy a 300$ one from Home depot and saved myself 300$.  

Asked on Sep 04, 2025 - 03:55:01pm
Brian M
Answers

Shirley Thompson

Answered on Oct 04, 2025 - 07:19:14am

My experience with Aloraire Customer Service is a net ZERO.  After spending over 1.5hr screwing around with their mobile WIFI app, I contacted Customer Support.  Between the language barrier and what appears to be a total incompetent Anne K., I  spent another 30min getting no where.  Then asked for someone from tech support to contact me and help resolve connectivity issue.  Within minutes Stela writes me requesting my Phone model, Unit model,  app currently have downloaded and finally photo of the data plate on the unit.  I respond and then a few moments later I receive an anonymous email from Aloraire support -  the typical knee-jerk help desk response " At this time, we are ot experiencing issues with user accouint creation or login on the AlorAir-C app.  we have tested creating new account creation or logging in on our side without any errors."

All the first support person did was obfuscate any resolution for me out of ignorance, then handed hte issue to a team mate who wrote the standard boiler plate "it's not us" response.  The customer support is nonexistant at Alorair.  Their "everythings fine" response totally ignors the multitube of users reporting the app fails, connectivity issues, cannot set things up.  the best I can conclude in researching this issue is that upgrades were made to the app without correspoonding upgrades to units.  My unit was mfr'd 6/25/2025 and at 10/3/2025 the app cannot get past 1st screen.  You be the judge.  Had I known I would not have bought from this company.

China Team Member

Dear Brian,

Thank you for taking the time to share your feedback, and please accept our sincerest apologies for the frustration and inconvenience you have experienced with your HD55 unit and our customer service. We truly regret that the product did not meet your expectations and that communication from our support team was delayed.

Your satisfaction is very important to us, and we are committed to resolving this matter for you. To help us look into your case more quickly and provide better assistance, could you please provide your order number, date of purchase, and any relevant order screenshots? If possible, please also share your preferred contact method.

I will ensure that another member of our support team follows up with you promptly and assists you further.

Again, we deeply apologize for the negative experience and appreciate your patience and understanding.

Best regards,
AlorAir Team

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