Re: [smartBridges] I got a bad sB product. What next?

[Blazen Wireless]

Once again you don't get it EVEN the new hardware you send us is still having problems and the people that are downloading the software I am sure are just to saying anything because possibly they are not as technical as us or are just afraid or have switched to other product because they were tired of the problems.   What good does telling us to RMA then if that does not work then RMA to you direct if what you send out is still bad?   I don't know how anyone else feels but this is ludicrous..Seems like you will do ANY and everything to avoid saying YES there is a problem What are the results of the ones we have sent back already DIRECTLY to you or those that the Dist have sent back? is there a report that breaks down EXACTLY what was wrong with them? I am VERY curious to know and I am sure everyone else is too! Because those are all the ones I am sure that you said there was no problem with or a problem on our end..   There is no friction with anyone here your just not listening to what we are telling you what we are seeing with our own eyes!!!!!!. Even they DIST have lost faith in your company from talking to a few of them and if enough of us bitch and complain THEY are going to listen and DROP you like hotcakes which if I am not mistaken one already has?                     ----- Original Message ----- From: Nish Park To: [EMAIL PROTECTED] Sent: Saturday, August 23, 2003 4:14 AM Subject: [smartBridges] I got a bad sB product. What next? Dear Customers,   We just realized that over the last few weeks, unnecessary and unproductive friction is taking place on this forum. I think a lot of this friction can be avoided. Here is my proposal that will let all of us put the issues behind and focus on the future. Anybody having problems with sB products, please contact the distributor where you purchased the product for an RMA. All our distributors are also equally eager to put the issues behind and move forward. If you run into any difficulty for whatever reason, contact us directly and we will work with you to get you the new hardware in the least disruptive method.     As we have communicated, unfortunately we had a firmware timing issue for some of the products shipped in June. We have changed one hardware component to gain extra margin. In addition we have released new firmware that has similar effect to gain margin. We have been shipping this new hardware for more than 6 weeks with positive customer reports. The firmware update is being used primarily for helping the customers with old hardware and avoids the inconvenience of returning the units. After thousands of downloads and positive reports, we are confident that the new firmware is effective. In addition, we have added significant new quality checks in our manufacturing process. So to summarize our side of the story � The new hardware is ok. The firmware is effective in fixing the old hardware.   On the other hand, there are a few users who are continuing to have problems even after the firmware upgrade. The only conclusion we can make from these facts is that unfortunately the firmware fix is working with most but not all of the old units in the field. The simplest way to get around this problem is that we give you new hardware.   So again to summarize our proposal, if you are having problem with the sB hardware, please contact the distributor for RMA. If required, please get in touch with us and we will get you the new hardware. We will follow simple procedure and won�t make your life difficult to authorize the RMA. I am sure you guys are not going to do it unnecessarily.   Hope this helps to put the issue behind all of us and focus on the future.   With best regards,     Nish smartBridges