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I have already opened a ticket with PLX, but have not heard back from them yet. My unit is dead and no instructions were available anywhere to tell me what to do if I got that first "lost connection" error. I followed the instructions exactly, and this isn't my fault. What does Massdrop suggest I do now?
(Cc: sent to Massdrop Help Center via email.)
I hope everyone who buys one of these doesn't have a need to use Customer no-Service. You wil likely not be a happy camper if you do. I will update again if/when I get it after I've had a chance to confirm that they did install the firmware update before it left the factory like they said they would, and that it works. Wish me luck. Still waiting in Alabama, BlueTom
2) It could be the case that the Support guy relied on the RMA Department's promises to him, and he just passed them along to me thinking they would follow through. He was really exceptionally friendly and didn't "sound" like he was giving me the run-around in his emails. That said, assuming they work in the same building, or even the same campus (I doubt PLX requires a "campus" though), if he's making promises to the customers he's in frequent contact with, it seems incumbent upon him to stay on whatever other departments need to do to fulfill the promises he's made to the customer.
I'm not letting them off the hook really, just trying to explain for myself if there are mitigating circumstances out of their control that led to this long delay. Hopefully the tracking info will (finally) update tomorrow (Monday after the Friday that I received it), and I'll get it by the end of the week or thereabouts. This time six months or a year from now if it happens like that, I won't even remember I had a problem with PLX and would probably buy from them again, assuming also that the Kiwi3 serves the purposes for which it was advertised and it works OK with both my vehicle and the app (Torque) that I bought to control it.
3) I'm only one guy out of at least a couple of hundred buyers from Massdrop. I actually think the number is much higher than that counting the times they listed this item before I broke down and bought one. One Customer Service complaint is not much to base a refusal to do business with a given company on. My case could be a complete anomaly. I'll probably never know that for sure, but other than non-buyers complaining about the price of this thing, I haven't seen any complaints from buyers other than mine in this Comments thread. Might consider that before making a "no way, no how" type of decision.
Otherwise, you're quite welcome. :-)