Last winter our company purchased a conventional total station that we would put in the rotation as needed. We also purchased a data collector of the same brand with the appropriate software. It was a few months before I took it to the field. Being already familiar with the brand and software, I should have had no trouble. Boy was I wrong. Managed to get the small job done but was frustrated. Not wanting a repeat, it sat a while longer. Then I and the other LS in the office took it out. He couldn't figure it out either. Best we can figure it is a software thing. Salesman came and picked it up to have it fixed. They now say the next software update (drivers for that model) will fix it. They sold us a TS that doesn't yet have appropriate drivers in the software that is supposed to run it? Are we wrong to expect either a fully functional TS/DC setup or our money back?
Me. "What's the difference?"
T.C. Carroll "It's the difference between right and wrong!"
The sorry thing is the manufactures chased 3 rd party software companies out of business by not providing code or by purchasing the software company. ?ÿNow the manufactures can??t produce what we need or expect. ?ÿLong live Carlson, they are about the only 3rd party software company left and will remain if we stand behind them. ?ÿMy 2 cents, Jp?ÿ
Here's the proof to your theory: Call Carlson for support with any product. You get a person on the line that will then connect you with the appropriate person/department. Then call any of the other big names or call all of them. See if you get to talk to a real person without being put on hold or redirected multiple times.
Me. "What's the difference?"
T.C. Carroll "It's the difference between right and wrong!"
Anyone care to voice your thoughts? We need opinions please
Me. "What's the difference?"
T.C. Carroll "It's the difference between right and wrong!"
For me to give an opinion, ?ÿyou would have to give the brand name you are talking about.?ÿ I know you aren't wanting to bad mouth them but without I hate to form an opinion.
I'll do you one better. Ask a question on this forum about Carlson and 9 out of 10 times a Carlson rep will give you an answer or look into the issue and get back to you! Jp
Speaking with my software maker hat on, was there anything about the small job or your workflow which was unusual? If it's something bog standard, then yeah, I'd assume that COMPANY would fix it ASAP as everyone using the device would find the problem. If it's because you first started the device during a blue moon and scratched your nose while initializing it, then I could see COMPANY bundling the fix into the next "bus" (aka patch) that's scheduled. I dread finding a problem that important enough that we have to patch or a hot-fix. It takes a lot of effort and derails everything else you're working on. And that's with a dedicated team that works on these. Team specialists still have to justify and request the patch/hot-fix, test it, document it, etc.
Melita
We have been very patient with them. Our main issue is that we were sold equipment of the same brand that was supposed to function together. Instead, the driver for the instrument (on the DC) doesn't fully operate it. Such as not being able to set the prism constant to anything other than 0. We were offered a loan of some 0 constant prisms if we need them. And not being able to set temp/pressure from the DC, only manually entered on the gun. I haven't had to do that since the HP48 days. The next update is supposed to fix the driver.?ÿ
Me. "What's the difference?"
T.C. Carroll "It's the difference between right and wrong!"
Yes, they owe you a setup that works now.
Ugh. They need to step up big time. When I worked tech support and training for a dealer (of one of the big vendors) our response would not have been "Well, they'll fix it with some firmware. In the meantime, have a prism to compensate for our screwup."
If something went wrong with a new unit, if we didn't have another comparable unit to swap it out with immediately, the customer got one of our rental units free of charge until we repaired or replaced the original one. I would give up a demo unit if necessary.
I can't remember a single instance of a paired collector and TS (or GNSS unit) going out the door without all functions and features in working order, checked and set up by myself or the service team. That's just basic customer service right there. Batteries fully charged, radio paired, field software up to date with coordinate systems/geoids, time zone and clock, etc...
I should give credit where it's due... They did give us a loaner that did not fit what we wanted to use it for.
Me. "What's the difference?"
T.C. Carroll "It's the difference between right and wrong!"
For my TS boundary surveys, I have not found anything better than HP48GX with SMIv7 and Carlson in the Office, which is the same basic COGO with a windows atmosphere and bells and whistles to make drawings.
"yeah Bruce"