If you are thinking about getting an EDTracker

[gunuk]

Mine broke after very little use with the USB cable permanently plugged in and not removed after each use. I contacted them with a non hostile email and simply said I was disappointed it didn't last longer and is that anything they could do to help...... The response I got was:



I suppose the only response to your argument is to say yes I can replace it.

The other response is to tell you to off. (removed bad language for forum)
It is known that the USB connector is weak and you broke it.

I can replace the unit if you like.


But there is always the 9150 version which does not drift.

Such is life



Notice the part where it also states that it is known that the USB connector is weak/faulty! Yet they are still selling them.

Maybe I send it back but would you trust a company that sends out responses like that, the chances are it will get 'lost' in the post instead on return!



EDIT:

The EDTracker team have been much better with resolving this issue and have agreed to fix the issue.

I'll jump in here and make a statement, although it wasn't myself who liased with you, gunuk.

I have asked for the other side of the story but I have no reason to think you're making any of this up. If what transpires is true then the response that you received was poorly worded, and while it did offer to replace the device, the language and style of writing leaves a lot to be desired. As part of my association with the EDTracker team, I can only apologise.

The USB connectors on the devices are obviously not made by us but are part of the Pro Micro design, so there is little we can do to change the way they are made other than make our own design. What we do do is beef up the solder points a little to hopefully improve the reliability of the item but, as may have said above, the USB connector does not like being waggled around and that is why we include a cover sheet with all devices with a bold "WARNING" text stating the above.

If your device did not have the solder beefed up, that is a failing on our part and we should rectify it.
If you did not have a letter included with your device, that is a failing on our part and I have reminded those who send devices out that they should include it.

If you are still willing to give us an opportunity to fix this for you, I would and will quite gladly attempt to repair your device for you and, considering the way this has been handled, will do it free of charge naturally.

Hope you don't mind me posting this out in the open but I like transparency here and I like to think that most, if not all, of our 'customers' trust us enough. This is an unfortunate bump in our otherwise blemish-free road and I'd like to nip it in the bud promptly!

To gunuk,
Please accept my apologies for being so blunt and using such offensive language. I suppose there is no real excuse other than to say I was a little at the end of my tether.
The reasons for that are not really relevant here but I realise now that it was a very silly thing to do.
Also I failed to communicate effectively that I am prepared to replace the existing unit with a 9150 version as I believe that is a better product.

I feel a bit awful about the whole thing and am sort of shocked/impressed at how many people in the community have an opinion and have become sufficiently motivated to write their take on the issue!
I suppose I should be thankful for that and realise that it isn't just a hobby anymore..

Just to reiterate, gunuk I am very sorry and I hope the situation between us can be repaired given a little time.
People tell me time is a great healer.

Sorry.


Dor.

LAST UPDATE 17th April:

Issue resolve by Brumster.

To Brumster:
I know I've said it a fair few times in my emails to you over the last couple of days but thanks again for your professionalism and I hope you do well with EDTracker.

Thank you.

See post #114 on page 8 for full post

You shouldn't judge a product by it's faults, you should judge a company on how well they deal with said fault........

 

[Derpster Frey]

You are only showing us one side of the conversation, so how can we judge?

By the information we do have, that supporter looks like a but we don't know what happened prior to that, except what little you say you did.

 

[Draxxen]

Sounds a tad unprofessional to me.
Does not matter what the customer write, really; as a company representative, you should always be at your best.

 

[Cosmos]

The arduino usb connection is quite brital and care needs to be taken to make sure as little pressure is put on the joint as possible. I rarely ever take the connector out.

Just not sure this is the place to be airing your grievance. :/ I've been using my EDtracker for ages and its fine

But wait, they said they would replace it? er..

 

[Roybe]

I would also point out that, although these folks are providing a service (building a product for you), they are not selling a product with a warrantee other than they built it properly.

Basically, they figured out a pretty neat way to build a head tracking device and gave away the blueprints to the community. They made a PCB board that makes the build a lot easier. They offer a way for those that cannot solder a way to own one of these devices. As long as the item worked upon delivery, exemplifying they did a solid build, that is all they owe anyone. Since that is the service they are offering.

 

[Djinn144]

yes the response is unprofessional from what you posted however you have to remember you are not dealing with some huge company who has customer support EDtracker is a cheap version of trackIR and for a small team they at least did offer to replace the unit in question.

from the website http://edtracker.org.uk/

Please note the EDTracker device is a community-driven project and is not a commercial product - it is a self-build project for people who are happy to learn a little about basic electronics, soldering and Arduino programming. It isn't complicated and by following the step-by-step guides on this website you can fabricate yourself a cheap 3-axis head tracker for anywhere between £10 and £20 (UK pounds) depending upon the components used and the level of finish you're after.

 

[Huita]

So they said they can replace it and you still complain?

 

[gunuk]

You are only showing us one side of the conversation, so how can we judge?

By the information we do have, that supporter looks like a but we don't know what happened prior to that, except what little you say you did.

Heres my email to them:
Hi,

I bought the EDTracker from you 5 months a go and the connection for the USB has come out, see photo.

The connection USB wire that slots into this is never removed, it is fixed in place on my headset, that USB wire is then connected to a longer USB wire into the computer. The solder failure isn't down to me removing and inserting the wire when it's being used. I've also only put in about 60-70 hours with Elite so the device hasn't even had much use.

I'm disappointed that it's not lasted longer (a lot longer).

Is there something you can do?

Thank you.

 

[Derpster Frey]

Based on that, I'd say the response is very inappropriate.

 

[gunuk]

So they said they can replace it and you still complain?

Would you trust a company to send back something after they fix it and for it not to get 'lost' in the post??

 

[graham.reeds]

The EDTracker guys are making pennies off of this. It's not like they are a multi million pound enterprise.

Also didn't you look at the connector and think, you know this heavy (in comparison) cable should have some support?

It does state that

The next thing to do will be to design a box to put it all in and remove stress from the micro USB port on the ProMicro.

So they knew about it they put it in their first post on the EDTracker thread but you didn't act on their advice?

 

[gunuk]

I would also point out that, although these folks are providing a service (building a product for you), they are not selling a product with a warrantee other than they built it properly.

Basically, they figured out a pretty neat way to build a head tracking device and gave away the blueprints to the community. They made a PCB board that makes the build a lot easier. They offer a way for those that cannot solder a way to own one of these devices. As long as the item worked upon delivery, exemplifying they did a solid build, that is all they owe anyone. Since that is the service they are offering.

Not with UK consumer laws, they are selling a product. They have also registered themselves as a LTD Company. Despite how small and despite how much they tell you they make on each one, that's no way to conduct a business.

- - - - - Additional Content Posted / Auto Merge - - - - -

The EDTracker guys are making pennies off of this. It's not like they are a multi million pound enterprise.

Also didn't you look at the connector and think, you know this heavy (in comparison) cable should have some support?

It does state that

So they knew about it they put it in their first post on the EDTracker thread but you didn't act on their advice?

Yes I bought the one in the box! I also secured a USB cable in onto my headphones, this cable was never disconnected and I plugged a female cable into that one to remove the stress.

My issue is with their ethics and warning people with who they purchase products from. The issues could have easily been with something else and the response would most likely have been similar.

 

[theEmohawk]

I don't see anything wrong with "their ethics" from what you've posted. And I'd agree that the initial response wasn't entirely professional, but they are hobbiests. You made a private transaction with an individual, so UK consumer law doesn't apply.

You had an entirely reasonable offer to replace your broken ED Tracker and yet you still came to the forum to warn others about buying one? I know what Adam Hills would say.

 

[Amos]

well first off I find this thread very dissapointing, the fact that the usb broke off is not due to the edtracker team, that is how the arduino pro micro board is made, there are many videos and comments from brumster and pcoketmoon saying this, if you have a gripe with that I suggest you contact the people who made the arduino pro micro.

Also the fact that this whole project is not designed to make money, they designed their own pcb daughter board and they are making very little off this.

Also this project is motly a DIY job they only offer a service for a pre built one, you still have to take the precautions, mine has been working for many many months, brumster pocketmoon and deadfred have been very friendly and extremely helpful, if you were expecting something that was made by a big company then maybe you should of gone with trackIR or the rift, its your own fault for not doing the necessary research.

They are honest and trustworthy and made an idea into a fantastic project that works.

 

[gunuk]

I don't see anything wrong with "their ethics" from what you've posted. And I'd agree that the initial response wasn't entirely professional, but they are hobbiests. You made a private transaction with an individual, so UK consumer law doesn't apply.

You had an entirely reasonable offer to replace your broken ED Tracker and yet you still came to the forum to warn others about buying one? I know what Adam Hills would say.

http://www.companieslist.co.uk/09507170-edtracker-ltd

They are not simply hobbyists anymore, they're an LTD Company now and like I said I'm not sure I would trust getting back a fixed one after how unprofessional they are. UK Consumer law does apply but the issue is no longer with the return.

Yes I'm warning people, just like a reviewer would on say Amazon etc. I as a consumer like to know the type of product I buy and from the type of people or company it comes from.

- - - - - Additional Content Posted / Auto Merge - - - - -

well first off I find this thread very dissapointing, the fact that the usb broke off is not due to the edtracker team, that is how the arduino pro micro board is made, there are many videos and comments from brumster and pcoketmoon saying this, if you have a gripe with that I suggest you contact the people who made the arduino pro micro.

Also the fact that this whole project is not designed to make money, they designed their own pcb daughter board and they are making very little off this.

Also this project is motly a DIY job they only offer a service for a pre built one, you still have to take the precautions, mine has been working for many many months, brumster pocketmoon and deadfred have been very friendly and extremely helpful, if you were expecting something that was made by a big company then maybe you should of gone with trackIR or the rift, its your own fault for not doing the necessary research.

They are honest and trustworthy and made an idea into a fantastic project that works.

Then maybe deadfred was having a bad day when he wrote the email?!

 

[CMDR M Kozak]

Sounds a tad unprofessional to me.
Does not matter what the customer write, really; as a company representative, you should always be at your best.

Guys, they arent a pro retailer. Just a bunch with a hobby that others discovered and wanted in on.

They just offer the service of building one and shipping it fo you... they do that in thier own spare time.

 

[magot]

Mine broke after very little use with the USB cable permanently plugged in and not removed after each use. I contacted them with a non hostile email and simply said I was disappointed it didn't last longer and is that anything they could do to help...... The response I got was:



I suppose the only response to your argument is to say yes I can replace it.

The other response is to tell you to off. (removed bad language for forum)
It is known that the USB connector is weak and you broke it.

I can replace the unit if you like.

But there is always the 9150 version which does not drift.

Such is life



Notice the part where it also states that it is known that the USB connector is weak/faulty! Yet they are still selling them.

Maybe I send it back but would you trust a company that sends out responses like that, the chances are it will get 'lost' in the post instead on return!

i don t beleive you , you are lying

 

[theEmohawk]

You would have bought your ED Tracker around the same time as me. How did you pay for it and who did you pay? I'm pretty sure you didn't make a transaction with a Ltd company and that your transaction was with one of the individuals running the project.
The fact that they have formed a company now has no relevance to your transaction in (I'm guessing Oct/Nov).

What you're complaining about is something that the ED Tracker guys were quite open about, and one that I took precautions to prevent myself (and I plug and unplug my tracker for each gaming session).

It's posts like this that will make people with good ideas like ED Tracker from sharing their work with the community, it's more hassle than its worth if they deal with unreasonable complaints.

 

[Kano Magnus]

You tell your customers to "eff off", you deserve to remain smalltime IMHO

 

[Amos]

Then maybe deadfred was having a bad day when he wrote the email?!

maybe or maybe you read it the wrong way either way you should of just kept it private they offered to replace it, but you still warn others about this, maybe the person is having a bad day or somthing but I have found all of them to be very friendly and helpful too