Originally Posted by
performance
longhaul,
I don't think you have left messages with technical support. Mike and I both have been going over calls together, comparing notes. Unless you left out pertinent information to prevent us from returning your calls, we have been calling our customers back if we are not able to take their incoming calls. We are the first step in talking to anyone in a situation where you have an issue. We then relay you to Warranty if we cannot resolve the problem over the phone. They then issue you a RMA number for return of the unit. Many calls like yours are remedied with simple diagnosis procedures. Some are not, but your statement isn't sound or accurate. You may have not reached someone live, but we are up to date on most calls. Its amazing your post is not detailing any information. IF we did miss your calls, you can simply post the nature of your issue here and we can take note and call you directly or maybe someone else has some insight as well, and all can benefit. If not, then you also have the tool of email available to you to use.
Most times this sort of issue can be simple as retightening your plug on your unit...or simply rechecking your consumable tightness. I don't know the nature of your "problem" but you have just made a blind sided statement without any additional information, something that I consider unfair, and possibly bogus. The fact that I am checking here, and responding should tell you we do care and we are on top of issues. Further proof is that we allow a post like this to remain without zapping it away.
At least give us some description of the failure, or call either Mike or I directly so we can get to the bottom of this. You have given no description of the problem OR even told us which unit it is. If you exercise due diligence on this, you will receive support. We will give you the best support if you follow the guidelines. Also keep in mind company hours are Pacific coast based, even though Mike and I are on the East coast. I answer calls earlier in the day than Mike does, according to East coast time. He answers later, so we can expand our basic coverage times. I still end up on the phone at 8 pm at night many times, but such is the nature of our work.
