Leica CS15 and GS15

Due to security issues, our IT department has blocked access to flash memory on any computer that is connected to the network. This includes downloading our data collectors. We have 2 notebook computers that are off the net so that is how we download. The problem was that we needed to update the firmware on our CS15 controlers and our GS15 GNSS receivers.

I researched the web and found several pdf files with instructions but kept having problems. Last week, I called Leica support and talked to Mark Kuehn. He spent over an hour with me on the phone working through it but my battery on the GPS died. All the spares had been left in a truck that was out. I rounded up all the batteries and got them charged and started over. When I called the support line, Mark was out and Pierre Labbé took the call. We spent almost 2 hours on the phone fixing all the little quirks in our system, including recalibrating the screens and got them all working and talking to each other.

As an end user, I did not like the fact that I could not just follow the cook book and update my firmware but I also know that 90% of that was self inflicted becasue of our IT department's security BS. I feel certain that if I had my stuff together last week that Mark would have been able to solve my problem last week.

This is the kind of support we need from our vendors. I could have gone to the local dealer but he is not so local and we do have a support agreement with Leica that we pay for so I just called their support line. In the end I found 2 professionals that were willing and able to fix my problems.