If you were a manufacturer and you had a product that was crashing and bringing down the network how would you handle the situation?
Here's the scenario. We have some product in a building. Access control. It's a retrofit from an existing system and new addition. The old system doesn't have the capacity, but works solid. So out go the old controllers and in with the new ones.
System gets larger and starts crashing. Manufacturer initially blames database creation and power/interference problems. Manufacturer's software is the database tool.
Finally after some time of going through IM's with their software techs and tech support trying various solutions. They weren't going to send anybody until the CEO has a conversation with the owner asking him why it's so critical the doors work.... (as if --- ridiculous) Results aren't any different.
Finally, after weeks of this their guy (I respect him) comes out and re-does the whole system. It seems to work but goes back to crashing again. Doesn't matter if the controllers are on the network or if you pull network and let them run standalone.
I have their software engineer(s) saying that there is some onboard issues whereby the controller locks up (loops) and also some issues with larger network configurations... (not that this is) The guy onsite sees issues and says "not right". However, they are holding to the existing "environment" ie; power supply and interference must be playing a part.
In the meantime the customer has made plans to rip the stuff out because they have their tenants (many attorneys) very hot. So they do. What choice do they have? They get another company to install different product. The new stuff is working in the same environment, no problems. So, you have the old system that worked and the new system that works, but not the product from the manufacturer we represent.
The building owner wants the manufacturer to pay for the required staff and security guard labor and pay for the controllers/installation.
Here's the CEO's position (so he says):
He takes "no position" on the status of the controllers.
He is willing to take the controllers back at cost and pay for shipping.
He will pay the related damage costs for the staff and security.
.....and the part that gets me is that he's willing to screw his representative in the ground and not cover any costs in regards to installation and sale on controllers or negotiate any type of deal to help us spread out the hit over time.
So, now we have some damaged reputation to deal with along with getting the screw from the company we represent. Plus, we literally have a couple hundred hours on trying to keep the system online all the while the problems really aren't anything we can access to fix.
As far as I'm concerned, if your product has a problem, you suck it up and take care of the situation. If their product worked, it would still be installed.
This guy is attempting to cut and run in my opinion.