Originally Posted By: SkyPupI find that difficult to believe
As difficult as you find it to believe, it's even worse for me to swallow. Their lack of response given the price I paid (for a quality product, and the known customers they have), is concerning. Sure, I can call any day of the week, and speak with a *person* in Customer Care, but they are not the R-series support contact, and will happily forward your call to Ms. S (tier 1 R-series tech), whose phone will ring until going to voicemail, telling you to contact gsbos.service@flir.com, or to contact Mr. B. I've left both of them multiple messages with detail and return contact info, and documented those dates. Most companies I've dealt with require an RMA to return a unit, I expect I need one. But I keep getting forwarded to people that don't answer. I'm not imagining my difficulty to receive support for my RS. And Customer Care isn't the support contact I need to speak to, according to Customer Care.
I originally began requesting support via email because it was late in the evening when I began, and email is the most reliable way to reach me anytime. Their support page offers multiple product support options (multiple phone #s, multiple emails, and a customer support center page), and none of the online support options indicate they are specifically listed for the R-series (surveillance - yes, threat detection - yes, T-series - yes, R-series - no), and I’ve wasted time contacted the wrong departments.
7/20: Sent an initial email to ccare@flir.com. No response for 2 days.
7/22: Used FLIR's online customer support center page to "Ask a Question" (required account registration), to which they responded the same day, "The Thermosight products are supported by a different division of FLIR...". Although I was redirected, that was the type of timely service I expected. I received a support ticket number and a response the same day.
7/22: Sent email to SBA-CameraRepair@flir.com in detail according to response from customer support center. No response for 6 days.
7/28: Broke down and *called* the SBA-CameraRepair # the customer support center provided for Thermosight support, and it went to voicemail indicating Ms. S was on vacation, and to contact Mr. B at a supplied direct #. Left message.
7/28: Called Mr. B, and again got voicemail. Left message. And I waited...
8/18: Called both Ms. S and Mr. B, and left more messages.
8/18: Called CCare as SP mentioned, who said, "sure we'll get you to Tier 1 support", and forwarded me to Ms. S again. Left more voicemail.
So after all my failure to talk to R-series support, I corrected my issue with the optic's edge heat signature. I disabled auto-calibration one night according to the instructions to the manual to avoid the minor screen freezes while in use. At the time I did so, the sensor was already heated to normal operating temperature. So, after having disabled auto-calibration there were no further temperature changes from the sensor that would later cause my problem. The next day, a couple minutes after powering up my RS again, I began to notice the sensor edge heat, but didn't realize the auto-calibration accounted for that. I figured it out this past weekend, and re-enabled it, and all seems fine.
Still haven't heard back from FLIR though.
