Hello,
It was released, a few hundred shipped out and sold, then we learned of this issue.
Initialy Stu was nice enough to test for us, he was the only one, and did express the need for a much stronger hold type brake in the very beginning.
At that stage, our engineers did not know they could make the hold brake work in the fashion that the update does. We thought it would damage things, or simply would not be consistent enough to use.
He worked on it for a few weeks, after we spoke with RCP guys, and Jason in GA, we learned what we needed to do. As it turns out, the engineers tried a few things that worked, and we are where we are now.
We called in all the systems that we could and updated them from the Distributors. Unfortunately there is no way the Distributors will provide all their customer's names that purchased this. So, we're stuck with having customers send the systems in for update.
If you send it in UPS from NY to California, it's at the most $10-12. From Canada, "standard" UPS is between $10-25.
I'm sorry that you're not pleased with this situation, but unfortunately there wasn't much we could do about it.
Crawling is taking off and we want to get our foots in the door with the right system. If you have one that isn't updated, JUST EMAIL ME DIRECTLY and we'll get it sorted out. THAT IS ALWAYS THE CASE no matter wha the problem.
A few guys on here were privvy to information before it was made public, I cannot answer all questions posed to me with the "truth" as it causes EXACTLY what is happening here. This is a big part of WHY WE NEVER have tested outside the offices. Guys leak. The leak makes one guy mad and BAM, here we are.
At the time you emailed me with your questions, NOTHING official was being done. We had only started to work on it. That was IT. I didn't know if it would work, nor could I tell a customer, "Something" is in the works, if in fact it would have "never worked". Run around comes to mind there. The engineers were testing ONE UNIT with ONE PERSON, that was IT. That was not enough for me to Say, Yes, There is a new crawler software in the works. That just goes against everyting Customer Service Experience would allow me to do. Until it's official, available, and working for EVERYONE, tech support and customer service shouldn't even know about it. Had you emailed me the same question now, the answer would be totally different. As we have an official fix that works well.
Things take time. I used to think the same way, Why not just recall, or post on the website or, make an announcement. If only business was that easy....
We can resolve this, send in your system, I'll updated it and send it back. We're not going to charge you for return shipping, just send it in. Where does it cost $50-60 to ship it in. YOu don't have to Next Day Air, had you sent it ground already, it would probably be on its way back to you now. I don't know what else can be done..... I'm open to suggestions. NO we won't ship out parts to update yourself.
If you wanted to open it and try it, you'll know what system you have right away. Novak's warranty is Directly through us, so you don' thave to worry about your packaging.
Thanks Guys
