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

Hugo Landolfi

Related to this post:

https://community.flexradio.com/discussion/8029855/are-the-helpdesk-staff-not-trained-to-really-help

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

RFord

Trucker

I would submit a new Help Desk ticket to get this resolved.

James

WD5GWY

Hugo Landolfi

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

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

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

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

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.

Hugo Landolfi

I want to express my "congratulations" to FlexRadio, based on their disastrous technical service and disregard for their customers, I am already celebrating the seventh anniversary of my Maestro B stopping working during an upgrade. And never worked again.

The contempt for Flex's loyal customers is remarkable: indifference, deleted posts on FlexRadio's official social networks (plain and simple foolishness), unfulfilled promises about the release date of the new version of SmartSDR that would fix my problems, etc.

Well, it's been 7 months of contempt from this company, and with no solution date in sight, the months will continue to pass.

If you have a conscience, I hope these words give you a little shame about whether or not your company is really all the good you claim to be.

Hugo Landolfi
LU9DHL
Buenos Aires, Argentina

Hugo Landolfi

One more thing, I am preparing a video that I will upload to my YouTube channel where I will explain in great detail all my disastrous experience with you.

I assure you that I will distribute it in every forum, group, social network of radio amateurs that exists.

I think people out there should know about the hypocritical behaviors of a company like yours.