Hey, you have my respect
!! Everyone on this site has my respect. It's just that some lose some from time to time and others know how to lose it overnight.
Anyway, it's a software problem vs. warranty. I'm trying not to badmouth anyone, but this problem for the customer has been on going since the first few months or so.
When it was installed, we did everything by the book and he had some communication problems which Daktronics said they would naturally fix. Without physically coming on site, they narrowed it down to a bad transmitter or receiver. They said we'd have to re-wire it, but to send the old [really new] units back and they'll fix them. We only pay shipping both ways. Wha ?? This was all still under full warranty and he had gotten the top end package at the time. Turns out it would also take 2 to 3 weeks plus shipping time to remedy. Customer was now very upset. He wanted it fixed and right away. So, I intervened again and asked if they could send some re-builts out while we sent these in. Nope, no can do. We only work on the actual units. Otherwise it was like an extra $1,400 or so.... about $700 each. This is still without anyone knowing what's really wrong. We're just supposed to take things apart, send them in... meanwhile the sign won't work... all while they just look at it.
Okay, now let's move forward. We proved it wasn't any of the transmitters or receivers and the guy still had this communication problem. This was a $290 cost to me and I ate it. Our customer says he has to re-boot and turn this on and that off and go through all kinds of dickin' around to change a message or even bring up a saved message.... on
THEIR software. He's been for the most part going back and forth with them and
NOW, they say, his warranty is gone and they won't talk to him and he's had this problem for about 5 or 6 years now.
I need to talk to an actual Daktronics representative and get to the bottom of this. In fact, the last time he called me, he was on record as being the sole individual as having the most phone calls into Daktronics ever. And all for the exact same problem.
This part of the sign package was known upfront.... was between Daktronics and my customer. We have nothing to do with their warranties, software or hardware. This is quite obviously either this guy is so stoopid he can't send a simple message,.... or the software is glitching big time.
So, again, I need to stop being hung up on or put into ridiculous phone loops and get through to someone who knows and cares about their company's reputation..... I generally give everyone the most benefit of the doubt, but I will blast them out if I need to and I'll do it to keep my customer satisfied.
So, anyone ??
Gino
