Hi Sully and Joe,
Just to give you guys a bit of confidence in all this, I don't believe that sB is covering anything up in this. I've got about a 15 years in physics, electronics, RF, u-chips, QC, and fabrication and what they say does make sense. It would be nice to know the exact details of the whole thing for that "warm and fuzzy feeling" that we all want, but I'm sure 99.99% of us wouldn't understand it anyway (including myself most likely!). It is very possible to provide either a hardware fix or a software fix on a timing issue. First step to handling a problem like the one described by sB is exactly how they did it by the hardware fix. Simple changing out of components to get it either back to the old design (before knowing 100% what the problem is) or change the timing circuits (after knowing what the problem is) is the most prudent beginning. This followed by a more lengthy software fix to emulate the needed timing of the original circuitry makes sense to fix units in the field.
Now, I'm not one to jump on the "all's-well" bandwagon since this is our first major outdoor installation and it has gone nightmarishly bad for us. We've also lost lots of money and a few customers on it. But luckily, all of our customers in this area are new so we haven't hurt ourselves too badly yet. I've already implemented the FW fix with poor results initially, but now I've changed around some settings and re-upgraded the FW again (making absolutely sure that the units have cooled down by going to the site very early in the morning and waiting 30 minutes with the units unplugged). It worked like a charm on Saturday, but today I will go back and make sure it is still working. (I wanted to update sB on this after final testing.)
I just wanted to let you guys know how I see it if it helps you out any.
Kind regards,
Sevak
diDi Wireless Communities, Inc.
On Mon, 2003-08-11 at 06:33, Nish Park wrote:
Joe,
As mentioned in the Customer Advisory, there are multiple ways to address the issue. We have pursued all of them to quickly stamp out the faulty devices. http://www.smartbridges.com/new/support/beta.php
The hardware fix was found first and we quickly implemented it with factory WIP (Work in Progress). The firmware solution was found later and is more useful for devices that are already out in the field.
Both methods have the same effect and neither one is inferior to another one. We have worked to make both methods as interoperable. So it should eventually have small impact and confusion in the field.
Let me repeat for clarity, the new hardware will work with all New and Old firmware. There is no need to upgrade. The new firmware will work with all New and Old hardware. We leave this decision up to your convenience.
For ALL the products purchased in the month of June/July 2003, you are advised to upgrade the firmware. There is no need to spend efforts to determine if the unit is from affected batch.
Hope this clarifies the situation and give you the necessary confidence.
Nish
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joe Email
Sent: Monday, August 11, 2003 11:21 AM
To: '[EMAIL PROTECTED]'
Subject: RE: [smartBridges] Firmware or Hardware Fix???
Nish
I would like to have this answered also
If software or firmware would have fixed the problem
Why the hardware fix
Maybe the ones I have now need a hardware fix as well
The only thing, I have 3 APP'O ----300' on a tower and it cost me about $600 to get these put up there
I am using shielded cable on these but, they still have the piece of non shielded cable hanging down
This is really scary
We have been looking and holding off purchasing many radios hopeing you would do something about this
Thanks for reply
Joe Kelley
East Texas DSL
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]On Behalf Of The Wirefree Network
Sent: Sunday, August 10, 2003 9:32 PM
To: [EMAIL PROTECTED]
Subject: RE: [smartBridges] Firmware or Hardware Fix???
Nish,
As I said in my email, I am not trying to start anything. What I am trying to do is get some TRUTH flowing here.
My airBridges are still failing. Not at the rate that they were failing prior to the firmware fix...but there are still failing. My head-end aPPo failed 4 times today within a 3 hour period…bringing down my entire network. Yet…your guys continue to ASK ME TO TROUBLESHOOT FURTHER! I am tired…I am frustrated…I am losing money…and I am just plain old depressed about this whole thing. Your equipment was working wonderfully prior to this incident.
The firmware is NOT a perfect fix. If it was, you would not have spent the money to change out those chips.
Can't you answer just that one question....
Why did you change out the chips on so many units, costing THOUSANDS of dollars, if all it took to repair was a firmware upgrade???
That is a simple question. If it weren’t so fishy looking, I wouldn’t question it. As a matter of fact...if I didn’t have any of these units in my network right now...I wouldn’t be questioning it either.
I'm not expecting a fancy PDF response to my question above....just the truth...short and sweet.
Sully
P.S. sorry to be so negative lately...I have lost 2 major business clients due to this...and I have SEVERAL of my clients that are on the fence for canceling. Sure didn’t help with my head-end aPPo failing 4 times today. I may just be a small fry compared to some...but this firmware issue has cost me over $4000.00 in man-hours and $600 in recurring revenue from lost business clients. That doesn’t even include the potential clients that I have lost due to negative feedback. I am only bringing in a positive cash flow of $2500.00 per month. That means that I am now running my operation for FREE for 2 months just to regain the losses your equipment caused.
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Nish Park
Sent: Sunday, August 10, 2003 7:07 PM
To: [EMAIL PROTECTED]
Subject: RE: [smartBridges] Firmware or Hardware Fix???
Sully,
As we have described in our Customer Advisory
(http://www.smartbridges.com/new/support/beta.php) there are multiple
possible ways of fixing the problem. So let's not get the rumor mill
started on speculations.
Let me repeat for clarity, the new hardware will work with all (New and
Old firmware). There is no need to upgrade. The new firmware will work
with all (New and Old hardware). For the products purchased in the month
of June/July 2003, you are better off to upgrade the firmware.
Nish
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]] On Behalf Of The Wirefree
Network
Sent: Monday, August 11, 2003 3:05 AM
To: '[EMAIL PROTECTED]'
Subject: [smartBridges] Firmware or Hardware Fix???
This is not an attempt to start a riot at all. Truly it's not. I am
not ready to give up on sB. Their customer support is UNRIVALED!
However...Blazen Wireless brings up a good point.
Why would sB spend literally THOUSANDS OF DOLLARS to replace the
components, if the firmware was a 100% fix??
After all, you already spent the money on developing the firmware.
This really doesn’t look good. My loyalty must first lie with my
customer's...and therefore, I must ask this...
What are you covering up? What did the firmware MASK? What limitations
did you put on the equipment with this firmware fix?? What were you
unsatisfied in-house with, when it came to the performance of your
radios with the bad chips and new firmware?
There must be something....you would not have spent the money to open up
ALL THOSE UNITS. Or are you going to say, "We started to replace the
chips prior to verifying that the firmware truly was a fix"??
sB...I am still sticking with you...but...I don’t want degraded
equipment in my network!! I don’t want these units failing anymore!!
Please understand that I am NOT flaming you! You guys are great...all
of my equipment has run wonderfully up to this batch of equipment.
Sully
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]] On Behalf Of sB Tech Support
Sent: Sunday, August 10, 2003 11:03 AM
To: [EMAIL PROTECTED]
Subject: RE: [smartBridges] getting possible used items from ELECTROCOMM
AGAIN!!!
The thermal issue can be solved either with hardware or the firmware.
Only one of them is required. Distributors holding the old batch will
simply just need the software fix. Since July 10, we have been shipping
the new hardware for weeks (with old firmware). Starting last week we
cut the new firmware into the manufacturing line. So the new hardware +
new firmware will start shipping coming week.
Alex
sB Tech Support
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]] On Behalf Of Blazen Wireless
Sent: Monday, August 11, 2003 12:50 AM
To: '[EMAIL PROTECTED]'
Subject: Re: [smartBridges] getting possible used items from ELECTROCOMM
AGAIN!!!
someone please chime in I don't think they replaced bad chips I thought
this
whole time it was within the manufacturing process they started to use a
NEW
model chip not compatible with the old firmware. The fix was to come out
with NEW firmware.
I don't think they started to put back in the old style chips did they?
and
if so then would the NEW firmware not be correct and be causing more
problems.
This is getting scary I think the ones to answer these questions is SB
not
someone else who is assuming what Sb has done to the units.
SB care to comment?? if this was a firmware problem why the need to get
back
into the units, why not just load rev 1.1.07???
----- Original Message -----
From: "The Wirefree Network" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Sunday, August 10, 2003 8:15 AM
Subject: RE: [smartBridges] getting possible used items from ELECTROCOMM
AGAIN!!!
What is everyone complaining about???
I really don't think this is used equipment that was returned from other
customers? I think it is the batch of units that they held at the plant
with the "bad chips" which caused the HUGE firmware issue.
So...they went in, replaced the chips and sent them out. It would still
be NEW equipment.
That is just my guess...but if EVERYONE is receiving equipment with
stickers pulled up, then that is a pretty good assumption.
The policy of giving us refurb equipment for every RMA may need a small
amendment. If the unit is in play for let's say a few months and it
goes bad. Well, I don't mind if they send me a refurb. But...if I
receive a DOA, then I WANT a NEW unit for my RMA.
My 2 cents....
Sully
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]] On Behalf Of Gino A. Villarini
Sent: Sunday, August 10, 2003 8:13 AM
To: [EMAIL PROTECTED]
Subject: RE: [smartBridges] getting possible used items from ELECTROCOMM
AGAIN!!!
Isn't there a law against this? I remember somebody won a millionaire
lawsuit against a major Corp. because of this...
Gino
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of Dan @ Wyoming.com
Sent: Sunday, August 10, 2003 1:38 AM
To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
Subject: Re: [smartBridges] getting possible used items from ELECTROCOMM
AGAIN!!!
Same here boys. I got one fresh from Singapor with all 4 corners of
the the Total sticker peeling off. So that tells me that it had been
opened up. By the way it is no good.
SB.....You need to fix this problem. You need to sell those as a
referb product at a discount price. With the # of radio's that have
been RMA'd there are going to be a bunch of referbs coming down the
line.
SB PLEASE FIX THIS PROBLEM!!!!!!!!
Thanks......Dan
On Sat, 09 Aug 2003 08:14:36 -0700
Gary Garrett <[EMAIL PROTECTED]> wrote:
> Yes, very common in any product. I buy a new product and pay new
> product price. It is a bad unit
> (Mfgr Fault). I send it back (At my cost for shipping) and they
> replace it with a refurbed unit
> someone else sent back and they fixed.
> Bottom line is I paid new unit price and double shipping for a used
> refurbed unit. That sucks.
> This will weigh in when I choose brands to buy.
>
> The Wirefree Network wrote:
>
> > I thought they already commented on this issue. If I recall
> >correctly,
> > refurbished units ARE used for RMA's. That is the policy.
> >
> > Maybe I'm wrong??
> >
> > Sully
> >
> > -----Original Message-----
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED]] On Behalf Of Eric P.
> >Grundlehner
> > Sent: Friday, August 08, 2003 7:51 PM
> > To: [EMAIL PROTECTED]
> > Subject: RE: [smartBridges] getting possible used items from
> >ELECTROCOMM
> > AGAIN!!!
> >
> > After all this talk I just checked my Airbridge Total (rma) I
> >received
> > last week after waiting months for it. The corners look like the
> > stickers have been removed before. All four corners are creased.
> >
> > If I send back a unit that doesn't work as a RMA and they send back
> > another refurbished unit/old RMA it will be a on going cycle until
> >I get
> > a unit that is either new or works. Maybe Smartbridges can afford
> >to
> > play this game but I sure can't with my clients. The bottom line is
> >we
> > can't look like idiots because SB sends us a broken up after
> >broken
> > unit.
> >
> > Someone from ECOMM or SB please comment on this issue.
> > -----Original Message-----
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED]] On Behalf Of Laurence
> >Laforga
> > Sent: Friday, August 08, 2003 8:05 PM
> > To: [EMAIL PROTECTED]
> > Subject: Re: [smartBridges] getting possible used items from
> >ELECTROCOMM
> > AGAIN!!!
> >
> > Hey..I noticed that too when I first got'em...one was to fulfill an
> > RMA and another one a regular order. Both had the corners of the
> >label
> > creased as if they've been peeled off. I needed to replace a
> > customer's unit and it worked with the new firmware so I figured no
> > big deal.
> >
> > I know that they will replace RMA's with other units that have been
> > refurbished or deemed not to be defective but I would think that
> > regular orders should be filled with NEW units.
> >
> > Laurence
> >
> > > This is a multi-part message in MIME format.
> > >
> > >
> > >
> > > Okay this is the 2nd time I have ordered equipment and appears 3
> > ABO's that I received yesterday one has the corners of the sticker
> > pulled up and its obvious it was tampered with?? Is this a used
> >unit
> > that was bad and sent in for repair and shipped back out to me
> >again!
> > I looked at the stock I got from the previous week and low and
> >behold
> > I found yet another one that it appears the whole sticker was off
> >and
> > its all bubbled up and corner is undone like it was lifted off as
> > well..
> > >
> > > I hope these work because I need them BAD!
> > >
> > > Can someone from Ecomm and Smartbridges get together to find out
> > what the heck is going on over there I don't want to be out in the
> > field looking like an idiot again with used units with problems..
> > >
> > >
> > > Thanks
> > >
> > > Martin
> > >
> > >
> >
> > Laurence Laforga
> > TIRGON Communications, LLC.
> > dba Waipahu.Net Wireless Broadband
> > The PART-15.ORG smartBridges Discussion List
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