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And three months later... I'm still waiting for a solution

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Hugo Landolfi
Hugo Landolfi Member ✭✭

Related to this post:

And three months later, surely you think my problem has been solved? No, as I thought from the beginning, the technical service is a disaster.

I'm still without my non-functioning Maestro B.

At the end of March the technical service finally acknowledged what I had assumed: that the problem was software. They could not update the software on the tablet they wanted to sell me to replace mine!

So they told me to wait for the new version of SmartSDR to be released in April. It is now June and I am still waiting.

And I will continue to wait resigned to the mediocrity of the support service.

Regards, Hugo
LU9DHL

Comments

  • RFord
    RFord Member ✭✭✭
    edited June 10
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  • Trucker
    Trucker Member ✭✭✭
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    I would submit a new Help Desk ticket to get this resolved.

    James

    WD5GWY

  • Hugo Landolfi
    Hugo Landolfi Member ✭✭
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    Hi James,

    I have already done it last month. I did not receive a reply.

    That's what a customer is worth to Flex.

  • Russ Ravella
    Russ Ravella Member ✭✭✭
    edited June 11
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    HI Hugo,

    I feel your pain. Flex is such a strange company. Some things are really good, some are really bad. It's like there's no "just normal" at Flex. Communication with Flex in general has gone from SUPER bad, to getting better to getting worse again over the last several years. I've had the exact experience you're describing many many times. For instance, I've had an open ticket for probably something like a year now, asked for information about it over and over and over again - crickets. In this particular case I've decided being ignored IS their response and have stopped thinking about it.

    On the other hand, if you plug into the right "socket" there, and actually interact directly with almost any Flex employee, they'll do whatever they can to help you. They're mostly super great about it. The employees themselves are fantastic with only one exception that I know of.

    If you call 512 535 4713 and get a live person and explain the situation, they'll do whatever they can to get the ball rolling. Also, if you fill out the form at: https://www.flexradio.com/support/contact/ that will also often do the same. It's pretty bad that you have to do that, but once you do some Flex employee will usually be pretty great. Again, good / bad.

    After all these years why simply responding to for example, follow-on information requests from support is SO impossible for them I can't fathom. It seems there's been something utterly broken, but intermittently, in their support communication "system" for years that they just can NOT fix. Really good and really bad. So weird …

    Good Luck ! Russ KR6W

  • Trucker
    Trucker Member ✭✭✭
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    Hugo, check your junk mail folder for a response from Flex Radio. Sometimes, I have had my email service redirect a legitimate email to the junk mail folder instead of my inbox. I have also had an anti-virus program that for some reason thought an email was infected and moved it to its isolation folder. Or worse, delete it outright. I no longer use that Anti-virus program.

    James

    WD5GWY

  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin
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    Hi Hugo

    As this is a Maestro B, there is a workaround.

    You should be able run the version of SmartSDR that is installed on the Maestro and then it will start up as required. You will then have to continue to run that version on the Maestro and the Radio until we release the fix in the next release (3.8). I don't have a date yet as work is continuing on v3.8.

    We apologize for the delay and thank you for your patience.

  • Hugo Landolfi
    Hugo Landolfi Member ✭✭
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    Hi Mike, I cant run the version of SmartSDR already installed. My Maestro was rendered useless.

    I can wait, what other choice do I have.

    It reassures me and fills me with confidence to know that you do not have an approximate date to provide a solution.

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