RE: [smartBridges] Trying To Help

[Joe Kelley]

Title: Message

Hey guys and smartBridges   Did want to comment how helpful this website has been   OK. I have another question Can some comment on the software that you are using Is there software packages that can tie back into your present software or Packages that can do everything for you including online billing, credit card hotspot billing keep up with your customers as well as accounts receivable     As always Thanks Joe K       -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]On Behalf Of sB Tech Support Sent: Saturday, July 05, 2003 11:45 AM To: [EMAIL PROTECTED] Subject: RE: [smartBridges] Trying To Help   Thanks John for suggestion. We did post before with attached statistics and once we have the latest statistics, we will post again. You can see some units are recovered by restore to default and firmware upgrade.   Alex sB Tech Support     -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Banes Sent: Saturday, July 05, 2003 9:12 PM To: '[EMAIL PROTECTED]' Subject: Re: [smartBridges] Trying To Help Wow, this level of support from a manufacturer is amazing.   I know the list has had a lot of discussions about the quality of the SB radios, so maybe you could periodically post some statistics on your findings from this RMA program. Maybe something like number of obviously defective units, number of units that were abused by the customer, number of units that worked fine when you got them back.   Perhaps a ratio of returned units to total units sold would be a better figure to give.   I am reminded of the Recreational vehicle industry a few years ago when everyone was having problems with Michelin tires. It seems 8 out of 10 tire failures were with Michelin tires and everybody was getting upset with the poor quality of Michelin tires. It turned out the high number of failures being reported was not because of a problem, but because 95% of the vehicles being sold came with Michelin tires.   John Banes ----- Original Message ----- From: sB Tech Support To: [EMAIL PROTECTED] Sent: Saturday, July 05, 2003 04:32 AM Subject: [smartBridges] Trying To Help   We are investigating recent reports of the high field failure rates. While this is ongoing, we would like to provide immediate relief to some of the customers who seem to be suffering quite a bit. We will send them replacement equipment. We have set up a special screening process, where each radio goes through rigorous manual test to ensure the reliability of operation. We will directly ship these hand tested radios to the people in urgent need and quickly address their frustrations.   Below is the process:    Please complete the RMA form at http://www.smartbridges.com/new/support/rma_enq.php .   We will advise you on the shipping details. Please send back defective units ONLY after receiving RMA approval. We will expedite shipment of the replacement equipment.    Again, we are sorry to hear of any issue you encounter with our products. We are looking at all means to make our product more reliable and stable.   Please use this process only for emergency cases (and mention that in the RMA form description). This will allow us to attend first to those customers in need.   With Best regards,   Alex sB Tech Support