Getting problems fixed at the factory level
05-02-2002 | 04:23 PM
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From: Ocala, Florida
Getting problems fixed at the factory level
AnnMarie,
I saw your post about being out of town and out of respect I wasn't going to reply to your reply until you returned home. As per a new RCU policy, I (or anyone else unless it's the person who started the thread) can't reply to that thread (re: 9C contrast adjust ?) now. And so, I'm forced to start my own thread as we have some unfinished business. I've copied and pasted the two replies for convenience. My responses will be under your responses in bold letter.
AnnMarie,
Here are the problems the 9C suffers from (that I'm aware of) and/or have experienced myself with my 9C:
1) A bug in the glider software. AnnMarie, when do you expect the revised 9CHP radios to arrive? Also, I know you're expecting a shipment of revised 9C radios that will correct this problem, but what I (and others) would like to know is why do we (US customers) have had to wait 5 months to get this glider bug fixed when European customers have had revised firmware since December?
2) Champagne color coating coming off the front chrome bezel. I know you and I discussed this matter at length and were under the impression these were just a few isolated cases as you told me you had not heard of any new complaints the last time I talked with you. To my surprise, a person on the H-list reported last week his coating is coming off. I gave him your e-mail address and told him to e-mail you, but I don't think he did. In addition, a Futaba sponsored pilot told me months ago the full depth of this problem will not be reached until the weather gets warm again.
3) LCD draws lines when turning the power off. I've only experienced this happening when the temperature was cool and as you know I live in Central Florida. Notice I said 'cool', not extremely cold. I know you told me Futaba of Japan said this is 'normal' for this LCD however, I respectfully disagree with them as I did some research on LCD's and found out this problem could be a loose connection or the voltage going to the LCD is out of spec. FYI, there are LCD's that are made for cold temperature's. There's also LCD's made for direct sunlight (aka UV stable).
4) LCD goes blank while flying. This complaint is serious and alarms me. Two people on runryder.com have reported their LCD 'goes blank' while flying. They say it was not because the TX battery was dead or low. Do you want the link to that thread so you can talk with them yourself?
5) LCD text/graphic are too dim at the factory default setting. Do you know if Futaba of Japan has changed the resistor values? Funny thing is, my 9C I bought back in December works perfect as far as the factory default contrast setting goes. And so, I don't understand why the newer 9C radios are having problems.
6) Rotory knob falls off. My knob has fallen off at least 3 times now. The rotory knob is a press fit onto the steel shaft and I noticed the knob fits VERY loose; hence the reason the knob falls off. I don't understand why this problem wasn't resolved during the assembly process at the factory? I worked on a assembly line once, and if there was a problem we fixed whatever the problem was.
7) The battery icon that appears on the top line of the LCD when the TX voltage is too low doesn't display properly or not all in certain menus and sub-menus because there is no more room left on that line.
AnnMarie, I know you are aware of all (except for maybe the low battery icon) these problems now. My great concern is that it will take Futaba of Japan forever to fix all these problems; this I cannot emphasize enough... I feel by the time all of these problems get fixed, it will be time for the 9C Super version to be released. And so, customers never get a radio that doesn't have problems, which is a real shame and really bothers me.
Don
Don,
1) I have no information nor ability to answer for the European radios. I do know that people initially believed that European radios didn't have this issue at all...... We have been servicing the radios in the states for any customer who asks, and will continue to replace this chip as an ongoing update at no charge any time we see a 9C for the rest of the lives of the radios. We are going very far to deal with this very rarely used combination of features (relative to the # of aircraft being flown on this radio -- NOT to minimize the importance of the feature; simply to put it in perspective.)
I didn't get this question answered; when do you expect the revised 9CHP radios to arrive, or would you rather tell me off-line?
2) We still have seen only one, and the one we saw literally required holding the item "perfectly" to see the peeling. You and the only other modeler i am aware of have refused to return the radios to us so we can see what exactly is going on. We are at a stand still until someone is willing to let their 'problem radio' out of their hands.
I'm getting the impression unless you actually see the problem in-person, Futaba of Japan is not made aware of the problem; is this true? I've read several responses from you on various other forums on this matter, and I (and other people I've talked with that has this same problem) don't take kindly to your snide remarks as it makes us feel you are just refusing to acknowledge there is a problem and makes us feel you think were being too picky as you play it down when asked about it; maybe this is one of the reasons why people with this problem haven't sent their radio to you... I saw the pictures the other modeler sent you clearly showing the coating coming off his front bezel. You'll have to admit, you don't have to hold the TX 'perfectly' or use a 'magnifying glass' to see the coating coming off his front bezel.
As to me and the other modeler 'refusing' to return our radios for you to look at, this is not entirely true. Our resolution/agreement was sewn up three months ago, and as you should know I've been patiently waiting for the revised 9CHP radios to arrive so we can do a cross ship. I e-mailed the other modeler and asked him why he hadn't sent his radio in. He had some other things come up but says he still wants to send his radio to you.
3) Sorry, but this one is not open for discussion. It is not at all unusual and not a problem.
Your tone is too harsh again. I need to remind you Marc encouraged me to post problems with the 9C so you can pass the info onto Futaba of Japan so they will know about them and hopefully and get them all fixed, and so don't shoot me down so to speak. You also encouraged customers to work with their distributors instead of contacting Futaba of Japan when there's a problem, which is what I'm trying to do
4) I've heard several reports of this but again until we get to see one and analyze what's wrong there's really nothing I can do We have one customer we sent a call tag to to get his radio back and hope it will arrive soon.
Why didn't you ask me for the link on runryder.com so you could talk with the two people who have experienced this problem?
There IS something you can do; tell Futaba of Japan you have heard several complaints and see what they say; why won't you tell them? This is something I'm not understanding and is of great concern to me and would like for you to clarify for me: What makes you feel Hobby Services can properly diagnose this LCD problem when Futaba of Japan (the manufacture) should have better technicians/engineers, better equipment, and better resources? Even if Hobby Services is successful at diagnosing this LCD problem, why is Hobby Services so willing to go through the time and expense to fix the LCD when this problem should (keyword) be fixed at the factory level so customers won't have to be inconvenienced by having to send their new radio back to Hobby Services to have the LCD fixed?
5) Yes, we've heard this. None of our stock looks like this and only one customer so far has one not able to go bright enough to be usable. There may have been a short run which had a wrong resistor, i really don't know until we get to see one.
If a customer can't see the text/graphics at the factory default setting, then there is something wrong with his/her radio. A person shouldn't have to run any device at maximum in order for it to work properly.
You're again giving me the impression you are not making Futaba of Japan aware of any problems unless you see the problem in-person; why?
6) We've had a few of these occur where the dial is malformed slightly and pops off. Anyone who has asked has been sent a new dial and had no further difficulties.
7) Yes, the icon is not visible in certain programming screens. This is perfectly normal.
Oh...so you already knew about this. Did you tell Futaba of Japan so they can correct it? FWIW, I took a programming class in college. My professor said at the beginning of the course, "We will not tolerate any sloppy programming"... The battery icon not displaying properly or not at all like it should in all menus and sub-menus would be deemed by my professor as 'lack of foresight', and he would have handed back your program for you to *fix* or else you get an "F" on that program.
If you have something new to bring up, please feel free. However, I'd prefer if we didn't have to rehash the same issues in every thread on the 9C.
I have no idea why you made that statement as I haven't posted/replied on this forum or any other forum in three months on these issues.
_________________
Sincerely,
Mrs. AnnMarie Cross
Senior Manager, Proprietary Services and Support
Great Planes Model Distributors
[email protected]
www.greatplanes.com
www.bestrc.com
I saw your post about being out of town and out of respect I wasn't going to reply to your reply until you returned home. As per a new RCU policy, I (or anyone else unless it's the person who started the thread) can't reply to that thread (re: 9C contrast adjust ?) now. And so, I'm forced to start my own thread as we have some unfinished business. I've copied and pasted the two replies for convenience. My responses will be under your responses in bold letter.
AnnMarie,
Here are the problems the 9C suffers from (that I'm aware of) and/or have experienced myself with my 9C:
1) A bug in the glider software. AnnMarie, when do you expect the revised 9CHP radios to arrive? Also, I know you're expecting a shipment of revised 9C radios that will correct this problem, but what I (and others) would like to know is why do we (US customers) have had to wait 5 months to get this glider bug fixed when European customers have had revised firmware since December?
2) Champagne color coating coming off the front chrome bezel. I know you and I discussed this matter at length and were under the impression these were just a few isolated cases as you told me you had not heard of any new complaints the last time I talked with you. To my surprise, a person on the H-list reported last week his coating is coming off. I gave him your e-mail address and told him to e-mail you, but I don't think he did. In addition, a Futaba sponsored pilot told me months ago the full depth of this problem will not be reached until the weather gets warm again.
3) LCD draws lines when turning the power off. I've only experienced this happening when the temperature was cool and as you know I live in Central Florida. Notice I said 'cool', not extremely cold. I know you told me Futaba of Japan said this is 'normal' for this LCD however, I respectfully disagree with them as I did some research on LCD's and found out this problem could be a loose connection or the voltage going to the LCD is out of spec. FYI, there are LCD's that are made for cold temperature's. There's also LCD's made for direct sunlight (aka UV stable).
4) LCD goes blank while flying. This complaint is serious and alarms me. Two people on runryder.com have reported their LCD 'goes blank' while flying. They say it was not because the TX battery was dead or low. Do you want the link to that thread so you can talk with them yourself?
5) LCD text/graphic are too dim at the factory default setting. Do you know if Futaba of Japan has changed the resistor values? Funny thing is, my 9C I bought back in December works perfect as far as the factory default contrast setting goes. And so, I don't understand why the newer 9C radios are having problems.
6) Rotory knob falls off. My knob has fallen off at least 3 times now. The rotory knob is a press fit onto the steel shaft and I noticed the knob fits VERY loose; hence the reason the knob falls off. I don't understand why this problem wasn't resolved during the assembly process at the factory? I worked on a assembly line once, and if there was a problem we fixed whatever the problem was.
7) The battery icon that appears on the top line of the LCD when the TX voltage is too low doesn't display properly or not all in certain menus and sub-menus because there is no more room left on that line.
AnnMarie, I know you are aware of all (except for maybe the low battery icon) these problems now. My great concern is that it will take Futaba of Japan forever to fix all these problems; this I cannot emphasize enough... I feel by the time all of these problems get fixed, it will be time for the 9C Super version to be released. And so, customers never get a radio that doesn't have problems, which is a real shame and really bothers me.
Don
Don,
1) I have no information nor ability to answer for the European radios. I do know that people initially believed that European radios didn't have this issue at all...... We have been servicing the radios in the states for any customer who asks, and will continue to replace this chip as an ongoing update at no charge any time we see a 9C for the rest of the lives of the radios. We are going very far to deal with this very rarely used combination of features (relative to the # of aircraft being flown on this radio -- NOT to minimize the importance of the feature; simply to put it in perspective.)
I didn't get this question answered; when do you expect the revised 9CHP radios to arrive, or would you rather tell me off-line?
2) We still have seen only one, and the one we saw literally required holding the item "perfectly" to see the peeling. You and the only other modeler i am aware of have refused to return the radios to us so we can see what exactly is going on. We are at a stand still until someone is willing to let their 'problem radio' out of their hands.
I'm getting the impression unless you actually see the problem in-person, Futaba of Japan is not made aware of the problem; is this true? I've read several responses from you on various other forums on this matter, and I (and other people I've talked with that has this same problem) don't take kindly to your snide remarks as it makes us feel you are just refusing to acknowledge there is a problem and makes us feel you think were being too picky as you play it down when asked about it; maybe this is one of the reasons why people with this problem haven't sent their radio to you... I saw the pictures the other modeler sent you clearly showing the coating coming off his front bezel. You'll have to admit, you don't have to hold the TX 'perfectly' or use a 'magnifying glass' to see the coating coming off his front bezel.
As to me and the other modeler 'refusing' to return our radios for you to look at, this is not entirely true. Our resolution/agreement was sewn up three months ago, and as you should know I've been patiently waiting for the revised 9CHP radios to arrive so we can do a cross ship. I e-mailed the other modeler and asked him why he hadn't sent his radio in. He had some other things come up but says he still wants to send his radio to you.
3) Sorry, but this one is not open for discussion. It is not at all unusual and not a problem.
Your tone is too harsh again. I need to remind you Marc encouraged me to post problems with the 9C so you can pass the info onto Futaba of Japan so they will know about them and hopefully and get them all fixed, and so don't shoot me down so to speak. You also encouraged customers to work with their distributors instead of contacting Futaba of Japan when there's a problem, which is what I'm trying to do
4) I've heard several reports of this but again until we get to see one and analyze what's wrong there's really nothing I can do We have one customer we sent a call tag to to get his radio back and hope it will arrive soon.
Why didn't you ask me for the link on runryder.com so you could talk with the two people who have experienced this problem?
There IS something you can do; tell Futaba of Japan you have heard several complaints and see what they say; why won't you tell them? This is something I'm not understanding and is of great concern to me and would like for you to clarify for me: What makes you feel Hobby Services can properly diagnose this LCD problem when Futaba of Japan (the manufacture) should have better technicians/engineers, better equipment, and better resources? Even if Hobby Services is successful at diagnosing this LCD problem, why is Hobby Services so willing to go through the time and expense to fix the LCD when this problem should (keyword) be fixed at the factory level so customers won't have to be inconvenienced by having to send their new radio back to Hobby Services to have the LCD fixed?
5) Yes, we've heard this. None of our stock looks like this and only one customer so far has one not able to go bright enough to be usable. There may have been a short run which had a wrong resistor, i really don't know until we get to see one.
If a customer can't see the text/graphics at the factory default setting, then there is something wrong with his/her radio. A person shouldn't have to run any device at maximum in order for it to work properly.
You're again giving me the impression you are not making Futaba of Japan aware of any problems unless you see the problem in-person; why?
6) We've had a few of these occur where the dial is malformed slightly and pops off. Anyone who has asked has been sent a new dial and had no further difficulties.
7) Yes, the icon is not visible in certain programming screens. This is perfectly normal.
Oh...so you already knew about this. Did you tell Futaba of Japan so they can correct it? FWIW, I took a programming class in college. My professor said at the beginning of the course, "We will not tolerate any sloppy programming"... The battery icon not displaying properly or not at all like it should in all menus and sub-menus would be deemed by my professor as 'lack of foresight', and he would have handed back your program for you to *fix* or else you get an "F" on that program.
If you have something new to bring up, please feel free. However, I'd prefer if we didn't have to rehash the same issues in every thread on the 9C.
I have no idea why you made that statement as I haven't posted/replied on this forum or any other forum in three months on these issues.
_________________
Sincerely,
Mrs. AnnMarie Cross
Senior Manager, Proprietary Services and Support
Great Planes Model Distributors
[email protected]
www.greatplanes.com
www.bestrc.com
05-02-2002 | 09:26 PM
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From: Tuscola,
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Getting problems fixed at the factory level
Internal issues of how customers concerns are handled and referred to the manufacturer are not something I am at liberty to discuss. Just as there are some questions about potential future problems I am not at liberty to respond, the same is true in situations such as this.
As the direct contact for the US distributor, you will have to trust me to do my job and handle the issues properly.
Regarding the peeling bezel and any other issues, my apologies if i have offended anyone on this issue. It is not that i do not take it seriously, but that without physical items in our hands to analyze and research it is very frustrating to us.
I always appreciate modelers letting me know of their concerns; however, I do have to ask the modelers then to be patient with me and realize that I may not be able to give them an answer in 10 minutes, or even in 10 weeks dependent upon the issue. The only thing I can do is ask the modeler for full cooperation to help us expedite resolution.
I can not answer on when radios with the updated processor will be shipped to the states. As soon as i have an answer i can supply, i will be happy to do so. In the mean time, we are changing processors for each and every request we receive.
I am not able to debate the programmer's choices in screen layout as that is obviously outside my hands. After discussions with other Futaba management, we are in agreement that this is not a flaw in the programming. It is a conscious decision by the programmer to reuse critically limited space in a specific manner. I would not anticipate seeing a change in this layout in the future.
As the direct contact for the US distributor, you will have to trust me to do my job and handle the issues properly.
Regarding the peeling bezel and any other issues, my apologies if i have offended anyone on this issue. It is not that i do not take it seriously, but that without physical items in our hands to analyze and research it is very frustrating to us.
I always appreciate modelers letting me know of their concerns; however, I do have to ask the modelers then to be patient with me and realize that I may not be able to give them an answer in 10 minutes, or even in 10 weeks dependent upon the issue. The only thing I can do is ask the modeler for full cooperation to help us expedite resolution.
I can not answer on when radios with the updated processor will be shipped to the states. As soon as i have an answer i can supply, i will be happy to do so. In the mean time, we are changing processors for each and every request we receive.
I am not able to debate the programmer's choices in screen layout as that is obviously outside my hands. After discussions with other Futaba management, we are in agreement that this is not a flaw in the programming. It is a conscious decision by the programmer to reuse critically limited space in a specific manner. I would not anticipate seeing a change in this layout in the future.
