Hi you all,
I am experiencing some very frustrating situation with the ecotech radion or the software. I am not sure which of the 2 is the problem but I am unable to make both of my radions appear as different fixtures on the ecosmart software.
I know that some of you will tell me to go to the ecotech support troubleshooter FAQ and ask me to go to it before I post here talking bad about the product. I have tried every single step about a hundred times...
The story goes like this:
I live in a country where there is no ecotech distributor so I went to Singapore to buy 2 radions. They did not appear on the software as 2 radions even after I follow the steps on the FAQ which is:
Disconnecting them all, plug in usb on one of them, do factory reset usb only, disconnect usb, connect that one onto wall then connect usb on the second one to do factory reset usb device. After this step my software recognizes 2 radions with different serial number but shows that both of them are connected via USB (???) while I only use one cable...
I posted on Ecotech support forum that I was having the issue and I was told that I did not follow the instruction carefully. I thought it could have been the case and gave some more retries and reported back that i was not working. I was told by Johnathan to call in. I am in Asia and calling the USA make me pay some not so little phone bills. Being a big fan of ecotech (at least at that time), I called.
Johnathan was very helpful and nice. Helping me with a log me in session and telling me step by step how to reset each device. We did it with no results before John called an engineer who installed some sort of "engineer version of ecosmart where he can test for temperature, fan speed, and RF signal bandwidth etc.
Johnathan then concluded that one of my fixture is defective and I should contact my distributor in Singapore to have an exchange. I called Singapore and they gave me an exchange with completely no cost, all the shipping, import tax was covered by them (Amazing Customer service). I was so happy.
The new fixture comes to me after 2 weeks and guess what... the problem persist, exactly the same problem, radions are both connected USB. When I unplug USB and power both of them on and replug USB and refresh devices, the busy Icon stays forever until the software crashes.
I called in and this time I got to talk to Brett, Johnathan was out of town. Brett redid the steps with me with logmein with no result. I asked for an software engineer but they were not available. I asked Brett to send me an email when he talks to the engineer about my situation and give me an email then I will call in again. A week later Brett sends me an email saying that he is still working on the problem.
After about a month with no news from Brett, I call in 2 days ago. This time John (not Johnathan) picked up and transferred me over to Rod. Rod claims a logmein session is unnecessary and tried to go with me over the steps on the phone. This time he tells me to create a new project and refresh devices after all the resetting before I got suddenly disconnected with him on the phone. I did not get any result and called back in again. This time Johnathan picks up and tells me that he will send me an email with the proper steps. Haft a hour later, Rod sends me an email with the following:
Hello,
This should fix the issue for you.
'http://community.ecotechmarine.com/ecotechmarine/topics/ive_setup_my_radions_but_some_of_the_fixture_s_wont_show_up_in_the_ecosmart_software--'
Rob Wilkinson
Customer Service Representative
EcoTech Marine
P: 800-785-0338
F: 888-500-2907
Rob.wilkinson@ecotechmarine.com
www.ecotechmarine.com
I don't know what to say. I am an active member of that thread. I check almost everyday for answers. I was sent there everytime I called. When I buy 2 light fixtures at USD 750+ a piece, I expect both software and hardware to be fully functional. I don't think that my expectations are any unreasonable. For that, I will not easily give up although I am a saddest customer... yes to the bones...
So, I am writing here to ask for your reefers help, if anyone has any idea, please help me if not I will still ask you to follow this thread and keep posting. For I hope that if this thread is kept alive then my voice will be heard from Ecotech management and hopefully something is going to get fixed... too bad the support guys have given up on me.
Thanks for giving in time to read my shout out for help.
I am experiencing some very frustrating situation with the ecotech radion or the software. I am not sure which of the 2 is the problem but I am unable to make both of my radions appear as different fixtures on the ecosmart software.
I know that some of you will tell me to go to the ecotech support troubleshooter FAQ and ask me to go to it before I post here talking bad about the product. I have tried every single step about a hundred times...
The story goes like this:
I live in a country where there is no ecotech distributor so I went to Singapore to buy 2 radions. They did not appear on the software as 2 radions even after I follow the steps on the FAQ which is:
Disconnecting them all, plug in usb on one of them, do factory reset usb only, disconnect usb, connect that one onto wall then connect usb on the second one to do factory reset usb device. After this step my software recognizes 2 radions with different serial number but shows that both of them are connected via USB (???) while I only use one cable...
I posted on Ecotech support forum that I was having the issue and I was told that I did not follow the instruction carefully. I thought it could have been the case and gave some more retries and reported back that i was not working. I was told by Johnathan to call in. I am in Asia and calling the USA make me pay some not so little phone bills. Being a big fan of ecotech (at least at that time), I called.
Johnathan was very helpful and nice. Helping me with a log me in session and telling me step by step how to reset each device. We did it with no results before John called an engineer who installed some sort of "engineer version of ecosmart where he can test for temperature, fan speed, and RF signal bandwidth etc.
Johnathan then concluded that one of my fixture is defective and I should contact my distributor in Singapore to have an exchange. I called Singapore and they gave me an exchange with completely no cost, all the shipping, import tax was covered by them (Amazing Customer service). I was so happy.
The new fixture comes to me after 2 weeks and guess what... the problem persist, exactly the same problem, radions are both connected USB. When I unplug USB and power both of them on and replug USB and refresh devices, the busy Icon stays forever until the software crashes.
I called in and this time I got to talk to Brett, Johnathan was out of town. Brett redid the steps with me with logmein with no result. I asked for an software engineer but they were not available. I asked Brett to send me an email when he talks to the engineer about my situation and give me an email then I will call in again. A week later Brett sends me an email saying that he is still working on the problem.
After about a month with no news from Brett, I call in 2 days ago. This time John (not Johnathan) picked up and transferred me over to Rod. Rod claims a logmein session is unnecessary and tried to go with me over the steps on the phone. This time he tells me to create a new project and refresh devices after all the resetting before I got suddenly disconnected with him on the phone. I did not get any result and called back in again. This time Johnathan picks up and tells me that he will send me an email with the proper steps. Haft a hour later, Rod sends me an email with the following:
Hello,
This should fix the issue for you.
'http://community.ecotechmarine.com/ecotechmarine/topics/ive_setup_my_radions_but_some_of_the_fixture_s_wont_show_up_in_the_ecosmart_software--'
Rob Wilkinson
Customer Service Representative
EcoTech Marine
P: 800-785-0338
F: 888-500-2907
Rob.wilkinson@ecotechmarine.com
www.ecotechmarine.com
I don't know what to say. I am an active member of that thread. I check almost everyday for answers. I was sent there everytime I called. When I buy 2 light fixtures at USD 750+ a piece, I expect both software and hardware to be fully functional. I don't think that my expectations are any unreasonable. For that, I will not easily give up although I am a saddest customer... yes to the bones...
So, I am writing here to ask for your reefers help, if anyone has any idea, please help me if not I will still ask you to follow this thread and keep posting. For I hope that if this thread is kept alive then my voice will be heard from Ecotech management and hopefully something is going to get fixed... too bad the support guys have given up on me.
Thanks for giving in time to read my shout out for help.
Last edited: