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> Lackluster Technical Support, Always Like This
jdrenken
post Sep 12 2011, 02:55 PM
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I started a new job as an IT Specialist and was tasked to keep an eye on the Vantage Pro2 that my company has. First thing I noticed was the wind direction always pointed North. Second, they still had version 5.7.1 on the machine. Lastly, firmware was roughly 5 years old.

So, I send an email to their technical support regarding all the above. 5 days later, they email me back with instructions on how to download the 5.9.3 version.

I proceed to complete the install instructions along with finding the updated firmware required. No problem there. Still...not the correct wind direction as it's coming from the SW. "Maybe it wasn't calibrated correctly?" So...calibration completed. Still not moving. hmmm.

After doing so deep digging on their website, I find that the wind direction always pointing North is likely a ISS issue that requires me to check all the connections along with possibly obtaining a 'wind test cable'.

Lovely...especially since the unit is roughly 100ft in the air bracketed to a building on extra tubing so that it extends above said building.


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KMSS
post Sep 19 2011, 05:46 AM
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Is the technical support responsible for said anemometer being 100 feet in the air?

Really sounds like maintenance has been sadly lacking prior to your appointment?
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jdrenken
post Sep 19 2011, 08:31 AM
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QUOTE(KMSS @ Sep 19 2011, 05:46 AM) *
Is the technical support responsible for said anemometer being 100 feet in the air?

Really sounds like maintenance has been sadly lacking prior to your appointment?


Trust me...I don't enjoy the fact that they mounted the unit that high.

However, the complaint is how I explained in detail the same thing to Davis and they send me a link to install the new version.

As someone in the IT field, if I attempted the easy way out for technical support I wouldn't have a job.

Problems don't follow company scripts.


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QUOTE
For the record...I AM THE MISSOURI MAULER!


It's a work in progress!

Have a question? Look at our FAQ first.






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Tim_McManus
post Oct 17 2011, 08:48 AM
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QUOTE(jdrenken @ Sep 19 2011, 09:31 AM) *
However, the complaint is how I explained in detail the same thing to Davis and they send me a link to install the new version.

As someone in the IT field, if I attempted the easy way out for technical support I wouldn't have a job.

Problems don't follow company scripts.


LOL, I too am in IT. Did you want them to come out and fix it for you?

Geeze, you sound a bit lazy and annoyed that their support isn't psychic.


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jdrenken
post Oct 17 2011, 03:32 PM
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QUOTE(Tim_McManus @ Oct 17 2011, 08:48 AM) *
LOL, I too am in IT. Did you want them to come out and fix it for you?

Geeze, you sound a bit lazy and annoyed that their support isn't psychic.


I've worked in IT for years with companies that expect you to follow a script, lead the customer/end-user along even if you know it's not needed.

Work with the blinders on and it gets you no-where. That, my friend, is being lazy. wink.gif


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It's a work in progress!

Have a question? Look at our FAQ first.






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