I appreciate all voices in this thread but I feel that it going on not proper way.
Please let me focus on some facts.
1. There is app for firmware update on Mac. We are sharing it on request for Customers which KNOW what they are doing.
I see trend that very person who buy any equipment firstly want to try firmware update not thinking for what it's needed. We ship dosers ALWAYS with latest, stable firmware. We didn't had any major/critical errors in firmware which would require from Customers update within last year or more.
Mostly they are refinements and adjusting some graphics/translations - sometimes small improvements in newest system compatibility (like for Mac OS Sierra).
It's true that there is needed GOOD QUALITY BT module for proper firmware update .
We wrote about that and inform every time when similar thread is on.
Every time firmware updating have a risk that something can go wrong(like power failure etc).
If any Customer is not sure how it should be done - our service can support him and even do it remotely without any additional cost.
2. We don't know how many pumps sell Jebao or orthers - we know how many we sold.
Comparing Kore 5th to Jebao(please excuse me) - is like comparing oranges to apples.
We are talking about completely two different products - one(Jebao) is simply dozer with few buttons on housing - second one is like "simply" computer which can do many things - work as ATO, AWC, do precise doses, stirring liquids etc.
There is easy rule - more complicated product - more possibilities to fail.However...
We sold abut 10.000 units since February 2014.
Of course, some Customers reported issues with compatibility, communication with their computers etc- but overall issues were below 4%. Mostly 90% of any reported issues were sourced during initial setup - mean , that dozer "didn't want" to work with Customer computer.
Due Windows incompatibility, windows version , bluetooth modules etc.
I think that 1 for every 10 users satisfied from product will write about that - but almost every one not satisfied will post his opinion without any thoughts.
Thats how its working - and we really work very hard too keep all of Customers satisfied.
Our main market is Europe - I think that we sold here more than 90% of our devices. Every one can try to find bad reviews about them, if all that problems reported here would be a rule - there should be hundreds of them posted worldwide.
So - I will tell it again.
Please let us focus on problems/helping Customers.
Every one person which will contact with us and will report ANY troubles will not be left without help - also after warranty.
We never refused help / support for Customer who's warranty is over.
We offer 2 years, in USA typical warranty time is 1 year - so as it's easy to see - it's more than other offers in standard.(not comparing to Jebao/Jecod).
But even if warrant y is over for one or two days - we cant simply replace any device if Customer inform us about troubles.
If we will do that - why we shouldn't do that for Customers which warranty expired one week or one month ago?
Please understand us correctly, all of us(Pacific Sun stuff) is strongly focused on helping Customers. We know how much important is after sale support, and we work really hard.
Similar like in Ed(truepercs) case - our service try to figure it out - a specially that dozer was bought few years ago, from previous reseller and after checking it in our company everything was working ok - we have detailed reports confirmed by three persons(one service chief finally).
We paid also for shipping it back to USA on our own cost.
We just want to be fairly judged in this thread.
Thank you for understanding.
Regards
Przemek
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