Support

Clifton Keith

Active Member
Who came up with bright idea that you can only use the person you bought your LS from for support?
I am trying to hold back the words that I am thinking about this!
 

Jim Frame

Well-Known Member
I've not found that to be the case. Adam, Shawn, and John have all helped me out by phone and/or RAMSS.
 

Nate The Surveyor

Well-Known Member
Clifton, I happen to be on a job where I have cell service. If it's not a complex problem, I might be able to help, (or make it worse!)
;)
N
 

Javad

Administrator
Staff member
JAVAD GNSS
5PLS
Try it now! All 3 of them. Bet you can't get all of them to answer.

Clifton, I came out with the bright idea that the person who sells you the unit is your first line of defense. If you think that person is not qualified to support you, don't buy from him. Then you can go to other people, or to me, or to Michael, and complain that the person who sold you cannot support you.

and don't "hold back the words that I am thinking about this!" Try me and see that I can wrestle with you in that arena too!!!!!
 

Javad

Administrator
Staff member
JAVAD GNSS
5PLS
Who came up with bright idea that you can only use the person you bought your LS from for support?
I am trying to hold back the words that I am thinking about this!

And yes, some people, despite calling themselves "Professional Land Surveyor", they are so chicken shit that they refuse to help other colleagues because they did not make money off their sales!!! use your talented vocabulary on them!!!!
 

Clifton Keith

Active Member
I have absolutely no problem at all with the person I bought my units from.
HE IS GREAT ! He always helps me when I call. Sometimes his is not available and I am need assistance right then. So I need someone else to call. I may have client stand there waiting on me. I need help at that moment not 2 hours later!
 
Try it now! All 3 of them. Bet you can't get all of them to answer.
Clifton, calm down friend, yes, there has been a time or 2 that it took a little bit, yes, when you are struggling out in the field, its very frustrating, but if you have cell
service or internet, someone on this site will surely bend over backwards to help out. Even with insults like that, someone will help out.
 

Greg Flowe

Active Member
Clifton, Obviously you have never dealt with other vendors before whose salesman or tech people are out selling or teaching a class, etc and can't get back to you because they are busy helping someone else. I have had as quick or quicker response and information I can pull from off the forum for answers than other brands. Yes, I may not get an immediate answer at the exact second every time I have a question, but I have never gone the day without a response or a solution from someone. Yes it is aggravating when the gun is to your head and your equipment or software is not working, but we have all been there. Remember a little sugar goes a long way when you have your butt in a pinch and need a little help.
 

Darren Clemons

Well-Known Member
I have zero complaints about support,from the forum or any contact on the team.
Best there is....and it’s not even close! Try calling someone that sells the two brands that starts with T and see how quick you get any help. Matthew, Matt, Shawn, Adam and even Javad himself.....all are always ready to chime in and help. It’s a busy, hectic professional we’re in, can’t expect anyone to always be available every second at the instant a call is made.
 

Shawn Billings

Shawn Billings
5PLS
I appreciate your positive comments regarding support, but I think some of you are missing Keith's point. The arrangement for support has recently been changed. It's Javad's prerogative to do so, but it's different from what it has been in the past.

As to the internal differences this change has brought, I'll personally keep that internal.
 

Javad

Administrator
Staff member
JAVAD GNSS
5PLS
I have never refused to provide support for any Javad user until you refused to pay for me for my time.

I don't appreciate the insult.
I am praying for you Javad.

If you help a customer of another dealer, either do not help, or ask that dealer to pay you. I cannot pay for support of those whose dealer is absent. The normal work is to make a pool among yourself and help each other's customers. Don't ask me to pay you if another person is absent.
 

Javad

Administrator
Staff member
JAVAD GNSS
5PLS
I appreciate your positive comments regarding support, but I think some of you are missing Keith's point. The arrangement for support has recently been changed. It's Javad's prerogative to do so, but it's different from what it has been in the past.

As to the internal differences this change has brought, I'll personally keep that internal.

Nothing has changed internally. We always agreed whoever sells, must support their customers. We had a deal for support on development. That phase ended long time ago and design is stable. I cannot spend tiny money that we make on sales, spend on supporting that customer for years. Anybody who is interested, can test our Pre-Release voluntarily. Whoever is interest can attend our free discussions on what we do on the next version. You can attend free. No cost.
 

Javad

Administrator
Staff member
JAVAD GNSS
5PLS
And whoever feels that is qualified to support customer, can be our dealer. Contact Michael Glutting if you are interested.
 

Aaron S

Active Member
I appreciate your positive comments regarding support, but I think some of you are missing Keith's point. The arrangement for support has recently been changed. It's Javad's prerogative to do so, but it's different from what it has been in the past.

As to the internal differences this change has brought, I'll personally keep that internal.

I will say up front that I have no major problems with the support so far - at least the way I've been used to in the past - and I don't think I need to explain the benefits of having direct access to the programmers and developers of the equipment, something that is unprecedented in this industry. But I haven't had to put this new setup to the test yet, typcially my primary tech support is in the form of this website and its generous/helpful user base.

Prior to using Javad gear, I used one of the "T" brands, and had excellent support from them as well - but it was only phone based, from factory-trained staff. They weren't practicing land surveyors who used the gear to make a living. However, they were a also giant dealer network in our region and had many people working tech support. The small business I bought my stuff from (I won't name anyone here because I don't have any major complaints about them) is only a handful of people, from what I gather. Sometimes when I call, the guy who knows the tech isn't there, and I haven't been super impressed by the response time. So, I can understand instances where it would be nice to have a second option when you need an answer sooner. Just tell me who that is, and I'll work with them. But I don't know of a dealer - of any brand - out there who can almost instantly resolve problems on a consistent basis.
 
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