adstech is getting on my nerves

[DVD Polizei]

So, I've trying to get a mailing address where I can upgrade my Pyro A/V Link, and I can't believe how many times I've been told, "Well, the tech guy is out of the office right now." or "Umm, you have the wrong department." or "Uhhhh, if you have the Revision C, you don't need an upgrade."

I've emailed them over 15 times in the last two months.

So, a few days ago, I get a guy who knows something (I thought), and he says, "Oh, just go to this URL and fill out the form."

I though, cool, finally someone knows something in that company.

So, I fill out the information at this link:

http://www.adstech.com/rma/RmaConfirm.asp

Then, I get this:

jmail.SMTPMail error '8000ffff'

The message was undeliverable. All servers failed to receive the message

/rma/RmaConfirm.asp, line 107

So, I'm pulling out my hair at this point.

Just what the hek is wrong with this company? There support is just crap, and I'd like to speak to anyone who has dealt with them over the past 3 months to verify such a fair-weather company.

Their email: customerservice@adstech.com gets NO RESPONSE whatsoever, and I even emailed webmaster@adstech.com. I've emailed them several times on their rma.asp problem and no one has ever gotten back to me.

[snafu099]

email address for Mike McCoy, president of Company
mccoy@adstech.com

They have never been known to have responsive tech support.
However, they have, given time, developed fixes for issues

It has been several years now, but the best response I got was a personal phone call from Mr. McCoy, there was not a fix for the issue I had but he extended the 30 day return to unlimited if I gave them time to come up with fix.

Still hav the product, IDVD-2, and am happy with it, still the tech support is very much less than one would desire.

You do not say what the issue is so it would be hard for anyone to help

[Roundabout]

I think I can help you a little on this. I have a Pyro A/V Link I bought over a year ago which I sent in for repair/upgrade. First, let me state that I do not work for ADS nor do I personally know anyone that does. I have nothing to gain or lose by telling you my opinion about the company.

I called them on their 800 number and was treated very well and very politely. I did not get answering machines and stonewalling, they answer their phones when you call. I have spoken to Mike McCoy, and also to Jack and Adam there, and they have been more than courteous to me at all times.

Mike even agreed to pay for shipping BOTH ways to get the unit upgraded. When I received a different unit back than the one I shipped, they were very fast to take care of the problem, and paid for the shipping again and I got a brand new Link upgraded to Rev. C.

Even though my original unit was defective and by then out of warranty, they have gone out of their way to help me beyond what most companies would do. That's just my opinion, your results may vary.

I can't promise you they will pay for 2-way shipping, but they will definitely pay for return shipping to you if you send it in. There is no charge whatsoever for the upgrade.

Since it seems you haven't been able to contact them, here is the information you need (of course, they're closed on weekends, so call during normal business hours M-F 9 - 5 Pacific Time).

And please repost in this thread and let me know if you got the problem taken care of to your satisfaction. Everyone else I know on this forum with this unit has not had any problems getting it taken care of.

Their shipping Address:

ADS Tech
12627 Hidden Creek Way
Cerritos, CA 90703
Local Phone: (562) 926-1928

or call 800-888-5244, ext. 244 (ask for Jack or Adam in Tech Dept.)
If there is still a problem, ask them to transfer you to Mike McCoy, the president of the company.

Good luck. R.

Edit: One more point; if you look at the bottom of the unit and it has Rev. C on it, it should not need the upgrade. If you have Rev. A or B, you should send it in. Also, note that Rev. B will not work in PAL system, however, Rev. A and C do. If that is important to you, make sure you note that when calling and sending the unit in.

[DVD Polizei]

Well, it's good to know you got a much better response than I have. I will let you all know how the upgrade goes. I do have Rev. C, but I've still noticed some dropped frames when I clearly had a picture signal.