A couple of months ago I received an email from my local Trimble dealer advertising that a demo system of R-5 receivers was available from Trimble. I was looking for a pair of GNSS receivers to supplement our aging GPS receivers so we got a quote and moved forward with the purchase.
At first we had an issue processing the R5 data in TBC, and it took several weeks for our local dealer’s service department to help us determine that the problem was that we were not using the correct import file format. At the same time we noticed that one of the receivers just did not work right, lights did not come on as expected and a couple of times, even though both demo receivers were turned on at the same time, the suspect R5 only collected half of the data it should have.
So, since it took so long to resolve the TBC issue and because we are not fond of the service department at our local dealer, we sent the suspect R5 to a Trimble dealer in Louisiana (incredible service providers by the way) to take a look at this receiver to see if it was a hardware or firmware issue.
After looking at this demo unit, they called to explain that they needed to replace the keypad (under warranty). I questioned this because it was a demo that we just got from Trimble, how could a demo not be working? They told me that it was not a demo , but was sold in Europe and came back to Trimble to be rebuilt and was resold as a refurbished unit!!
I would like to contact the Trimble facility in Dayton because that is where the local dealer got them from, but I cannot find a phone number or email address for that Trimble office. I want to know how they could have passed these refurbished receivers to a customer as demo units! They may have been rebuilt to factory standards, but I would never purchase a refurbished unit…I’ve heard too many bad stories from friends about rebuilt equipment.
Anyway, after our past experience with TGO going down without a fix and being forced to buy TBC, I am getting ticked off that Trimble is more concerned about their stockholders than their customers. I always thought of Trimble as a stand-up company, but this incident is a real wake-up call. Does anyone have a contact at the Dayton Trimble office? Also, has anyone else had this type of experience? I think it would probably be considered consumer fraud to sell rebuilt units as demos?
Sorry for the long post! Thanks
Seems to me Mike, the problem is with your dealer, not Trimble. I would return the units for a refund because they were misrepresented.
Mike---I feel your pain. Our R-8, knock on wood still going great guns, but local support on other issues--it's a losing battle unless you upgrade to their latest and greatest.
Echoing Rambleon, sounds like a stea...er...dealer issue to me too.
FWIW, I'm a very satisfied Trimble customer AND a satisfied TRMB stockholder...B-)
I would find out who your regional Trimble Rep. is and try to resolve it at that level if you cannot resolve it with your dealer. Your dealer WILL know who the rep is.
The Dayton office tries very hard to isolate themselves from anybody without a credit card on file.
I had a dealer that once misled me, lied to me, and passed off used rental equipment as new. Their explanation was that they needed to move slightly used equipment out in order to have new equipment to demo for prospective buyers.
I aired my frustrations in front of a line of customers and have never done business with them again.
I also received a "demo" unit from Spectra Precision/Trimble (which was supposed to be new). It had major problems and I ended up battling Trimble to make it right, which they eventually did when my letters made it high enough up the corporation ladder.
The dealer points at "Trimble". Trimble points at the dealer. You are left not knowing who to blame. That is the way it typically works.
