If you are thinking about getting an EDTracker

[gunuk]

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!

Thank you for stepping in and trying to resolve this.

I would be happy to deal with you personally as I've had PMs saying that you would have been the better person to deal with in the first place which I wasn't aware of.

Thank you, it's unfortunate that it had to result in this and a shame that deadfred wrote what he wrote. It could have all been avoided.

I'll PM you my details and arrange for it to be returned. Thank you again.

 

[timbow]

...and get poorly make junk as a result.

I stand an equal chance to get poorly made junk from major manufacturers as much as a smaller company. My Samsung Galaxy SII was terrible - kept crashing constantly. I bought a SEAT Leon, terrible customer service from the dealership, and the build quality was pants, so I'll never buy anything from them again.

As regards the EDTracker, there is no cable attached, there is a micro USB port on the Arduino. I clamped my USB cable on my headset using a cable tie (I built my own EDTracker).

 

[Ydiss]

Totally get the idea that they don't offer a warranty and they don't have to offer a replacement. But if that's the case they should be straight and say that politely. Not agree to send one and be rude about it.

No need for it whatsoever.

Glad you got a reply though.

 

[Elan]

I've owned an EDTracker since June last year and had no issues with it whatsoever. It lives in a Tic Tac box strapped to my headset.

In order for yours to have broken I can't help but imagine that you've mistreated it.

Yes the response could have been handled better, but you had no cause to bring your issues to these forums. These guys are providing a HUGE service to the Elite: Dangerous community (in providing a cost effective solution to head tracking).

Cut them some slack.

 

[Rikk]

It sounds like these things are incredibly cheaply made and poorly designed in the first place, any engineer would not use the solder on the wires ends to hold a cable in place, there HAS to be a clamp, knot, tiedown or something to hold the cable firmly before any soldering is done, best not to deal with such a shoddy company and build your own next time.

Well played. You just demonstrated that you don't have a clue what you are talking about.

The part in question which had come loose is in fact a micro usb plug. I have no idea why you would think it was a cable being soldered directly.

Oh, and if you made it yourself you would have the same issue. The Arduino board at the core of edtracker is build this way but it's manufacturer.

 

[Ydiss]

I've owned an EDTracker since June last year and had no issues with it whatsoever. It lives in a Tic Tac box strapped to my headset.

In order for yours to have broken I can't help but imagine that you've mistreated it.

Yes the response could have been handled better, but you had no cause to bring your issues to these forums. These guys are providing a HUGE service to the Elite: Dangerous community (in providing a cost effective solution to head tracking).

Cut them some slack.

Yet in doing so he got a direct and appropriate response. I think this has all happened exactly how it should have.

Faith restored.

 

[Blairvoyach]

Yet in doing so he got a direct and appropriate response. I think this has all happened exactly how it should have.

Faith restored.

And it would have if he'd asked in the main EDTracker thread or contacted them direct from the website before throwing a public tantrum. Hell, I'd have offered to fix it for him!
Glad he got it sorted anyway.

 

[Sandmann]

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!

They (the guys who made edtracker) don't make or sell the board with the usb socket on it... all they did is write the software. Also they are not "a company" and they make no profit from this, they are a couple of guys who came up with an idea and shared it with the rest of us for free. The boards (other than the one they all connect to) are sold by a multitude of third party manufacturers as generic items. They whole thing is designed as a DIY project, NOT a finished, commercial quality item, and that is made abundantly clear. Further (as you admit) they warn that the usb socket is fragile and yet you did nothing to secure the usb lead from pulling on it.

No warranty has been implied or offered, a fact they have repeatedly stated in the forums BEFORE you purchased.

Sorry, you don't have a leg to stand on here. If you get another one try securing the lead so it can't pull on the socket. I use cable ties for this and mine's still fine after about a year's use. Quite frankly their response to you was a lot nicer than mine would have been in the same circumstances, and their offer to replace it very generous. If you want a commercial level of support and a finished, commercial quality item then you need to pay $100+ for one of the commercial head trackers, but don't expect that from a $20 DIY project.

 

[dioogio]

It sounds like these things are incredibly cheaply made and poorly designed in the first place, any engineer would not use the solder on the wires ends to hold a cable in place, there HAS to be a clamp, knot, tiedown or something to hold the cable firmly before any soldering is done, best not to deal with such a shoddy company and build your own next time.

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


...and get poorly make junk as a result.

You sound like one of those guys who post bad reviews without even seeing, let alone buying the product.
It is idiot comments like this that prevent people from providing a service to the community for the benefit of the community with little thought to profit.

You open your post with 'It sounds like '..... what a load of dog doo.

I was extremely grateful for these guys going to the trouble of designing the device, writing the code, testing it and then building me one for peanuts.

When I received mine I took note of their advice and built it into a suitable box whereby the cable applies zero stress to the micro usb socket.

To the Edtracker team, Please do not be dissuaded from providing built units because of the negativity posted on here. You are doing a great job.

 

[Druid]

Nothing but full respect and cudos to the guys who do the ED Tracker. Ive had nothing but great support from them . One of the guys was even on holiday out of the country and answered my mail and helped me out .

I have the original ED and its still going strong and did as suggested and taped the usb cord to my headset to stop any accidents.

 

[Ydiss]

They (the guys who made edtracker) don't make or sell the board with the usb socket on it... all they did is write the software. Also they are not "a company" and they make no profit from this, they are a couple of guys who came up with an idea and shared it with the rest of us for free. The boards (other than the one they all connect to) are sold by a multitude of third party manufacturers as generic items. They whole thing is designed as a DIY project, NOT a finished, commercial quality item, and that is made abundantly clear. Further (as you admit) they warn that the usb socket is fragile and yet you did nothing to secure the usb lead from pulling on it.

No warranty has been implied or offered, a fact they have repeatedly stated in the forums BEFORE you purchased.

Sorry, you don't have a leg to stand on here. If you get another one try securing the lead so it can't pull on the socket. I use cable ties for this and mine's still fine after about a year's use. Quite frankly their response to you was a lot nicer than mine would have been in the same circumstances, and their offer to replace it very generous. If you want a commercial level of support and a finished, commercial quality item then you need to pay $100+ for one of the commercial head trackers, but don't expect that from a $20 DIY project.

"I'm sorry, we are only able to provide a DIY service and there is no warranty, nor are we responsible for this part of the device. We cannot send a replacement. "

Or...

" OK I'll send you a replacement but I should be telling you to... "

None of what you said justifies the second reply being sent over the first. None.

But I suppose some here think being rude for no reason at all is acceptable

 

[Dead Fred]

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.

 

[Druid]

What company makes this product?> Logitech? Sony? Samsung? Always buy from a reputable company not some fly by night startup.

Don't you dare. These guys made these things as a project in the early days of Elite Dangerous. They didn't even make units at all but told everyone how to make them, gave us the part numbers and how to make them and gave us all the software to configure them for nothing . They made a few up for those of us who couldn't be bothered to solder them ourselves for a tiny price . They have put so much into this community they don't deserve comments from the uninitiated like you .

 

[Ydiss]

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.

Top lad. +rep.

Edit : op, this could be edited into the first post tbh.

 

[gunuk]

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.

Thank you, I appreciate your response. I'm in contact with brumster who is now assisting me with the return.

 

[Blairvoyach]

Don't you dare. These guys made these things as a project in the early days of Elite Dangerous. They didn't even make units at all but told everyone how to make them, gave us the part numbers and how to make them and gave us all the software to configure them for nothing . They made a few up for those of us who couldn't be bothered to solder them ourselves for a tiny price . They have put so much into this community they don't deserve comments from the uninitiated like you .

Man, if I could rep you twice, I would

 

[Kramster]

I have an EDtracker and it clearly states, on the documentation I received, that due to the nature of USB cables and the size of the connection there may be an inherent weakness. I taped my cable in place on my headset to prevent the weight and movement of the cable from breaking the unit and have had no issues in seven months of use.

It seems, reading your OP, that you were offered a replacement and I believe that some of the makers are not native English speakers so maybe you have read too much into the email. It seems to me that he may well of been offering to replace while suggesting an upgrade to solve the additional drift problem...I would not expect the upgrade would be free though.

 

[Avago Earo]

It's a few people making a device. Sure there's a better way to put things but c'mon they haven't got a huge amount of people ready to take complaints, just a few. One person has a bad day and words it a bit wrong. Still offers a replacement. If this was Track IR and their numerous broken units, well big company like that- that's a different matter.

 

[Gilmour]

You have absolutely no idea what you are commenting on, now go play with the other trolls.

Actually I was commenting on the fact that many have posted that they too had it break while it was in normal use and not under stress, so you see, I do know what I am commenting on, you don't.

 

[Sandmann]

"I'm sorry, we are only able to provide a DIY service and there is no warranty, nor are we responsible for this part of the device. We cannot send a replacement. "

Or...

" OK I'll send you a replacement but I should be telling you to... "

None of what you said justifies the second reply being sent over the first. None.

But I suppose some here think being rude for no reason at all is acceptable

He offered advice, and offered to replace it. If I'd been nice enough to create a whole project around a $10 piece of hardware THAT SOMEONE ELSE MADE and then very rudely get accused of "supplying poorly made junk" after I'd been nice enough to run around doing a whole lot of work that the OP was too lazy to or had no ability to perform, ESPECIALLY after the number of caveats and warnings given on the forum, and for no personal profit, I'd have responded in a much nastier fashion than the OP got and felt quite justified in doing so. It's this sort of entitled whining that STOPS people creating cool projects like this without a multi million dollar development budget and a legal team behind them. This is WHY companies that make crappy, chinese built hardware are flourishing, and DIY projects are disappearing.