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Amazing product! Horrible customer service!!
This review is from: BrightSign Networked Interactive Player XD1030
Pros: These units are very reliable.
Cons: This wasn’t a con until recently. Their customer service for repairs and other questions is by far the worst I have encountered yet. Working in the AV industry there are a lot if things I don’t know. BrightSign USED to be one of them companies that I could call up and someone would talk me through a issue. Well those days are long gone. Now the other day I needed to send a unit in for repair (something I’ve only had to do once before) so I called their number and asked to speak to someone. I usually call in repairs since it’s easier to call then to email for days back and forth trying to just ship something out for repair. The operator was very nice and forwarded me to someone. I’m not sure of his name anymore but he explained that they no longer have phone support unless I pay for it. (Now it this point I’m kind of upset I just want to repair my unit so I can get the exhibits I’m responsible for back up and running.) I tell him that the support I received from bright sign in the past is the reason I push so hard for this units at work. We have over 20 some of them in one building alone. His response was that the email system was quite good and that they would take care of me. I told him I just needed 10 minutes of someone’s time to get them RMA-ed. (I RMA stuff all the time it doesn’t take long at all) He basically tells me to get lost after that. So I desided to use the email system. It has been 14 days and I still have the units on my desk with no rma. I email once a day and sometimes I get back that someone will set me up but guess what I never hear from that someone.
Other Thoughts: In my line of work relabilty and custor service are key. And from this past experence i will most likely nolonger push for Brightsign units. Ill try outher compinies to see how their units work.
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