Things are starting to move with the Eaton DC QC, in no small measure thanks to JeremyW.
This morning I called Eaton tech support using the number JeremyW had found on the Eaton unit in Cypress. This time I got a real person, a helpful woman named Janice. She had a record of Jeremy's call on Monday, but not much more information. She took my number, spent an hour trying to reach various folks within Eaton, including sales manager, product manager, etc, but finally called me back to report she had only been able to leave messages. I thanked her anyway.
Then at 6 pm my phone rang with a call from South Carolina, which is where this Eaton unit is manufactured. I almost didn't pick up, thinking it was probably yet another telemarketer, but I did so because it was a cell phone. It turned out to be a lady named Tracy, who was working out the logistics for the repair of the San Bernardino Eaton QC unit.
It turns out that the host's problem report of the charge failures I experienced on the Eaton DC QC some weeks ago was so garbled that Eaton didn't know how to respond. When JeremyW explained the problem to Eaton tech support this past Monday, something clicked, and they sent a field technician out Tuesday to capture the fault codes. With this information they now know what they need to do. They are sending an engineer named Dorian Gray, most likely from the East coast. He plans to spend Monday afternoon and Tuesday morning on the repair, so it sounds like more than just a software update.
Tracy called me after seeing the emails posted by Janice. They realized that they needed an EV to test the unit, and they were considering flat-bedding an iMev from Cypress. I told her there was no need to do that, that I would be glad to meet Dorian in San Bernardino if he and I could arrange a time. The plan now is for Dorian to call me Monday afternoon to make the arrangements.
My opinion of Eaton product support is rising; it is not really their fault that the host people have difficulty with technical communication.
This morning I called Eaton tech support using the number JeremyW had found on the Eaton unit in Cypress. This time I got a real person, a helpful woman named Janice. She had a record of Jeremy's call on Monday, but not much more information. She took my number, spent an hour trying to reach various folks within Eaton, including sales manager, product manager, etc, but finally called me back to report she had only been able to leave messages. I thanked her anyway.
Then at 6 pm my phone rang with a call from South Carolina, which is where this Eaton unit is manufactured. I almost didn't pick up, thinking it was probably yet another telemarketer, but I did so because it was a cell phone. It turned out to be a lady named Tracy, who was working out the logistics for the repair of the San Bernardino Eaton QC unit.
It turns out that the host's problem report of the charge failures I experienced on the Eaton DC QC some weeks ago was so garbled that Eaton didn't know how to respond. When JeremyW explained the problem to Eaton tech support this past Monday, something clicked, and they sent a field technician out Tuesday to capture the fault codes. With this information they now know what they need to do. They are sending an engineer named Dorian Gray, most likely from the East coast. He plans to spend Monday afternoon and Tuesday morning on the repair, so it sounds like more than just a software update.
Tracy called me after seeing the emails posted by Janice. They realized that they needed an EV to test the unit, and they were considering flat-bedding an iMev from Cypress. I told her there was no need to do that, that I would be glad to meet Dorian in San Bernardino if he and I could arrange a time. The plan now is for Dorian to call me Monday afternoon to make the arrangements.
My opinion of Eaton product support is rising; it is not really their fault that the host people have difficulty with technical communication.