sundance-communications.com/forum Forums Other TDM Phone Systems ESI Telephones & Systems How many HDD's have you replaced???

The Moral of these stories is to make it as clear as day to the customer, that the Warranty covers PARTS ONLY, NOT LABOR..

I have learnt this the hard way...........

Gentleman. We have two instances of ongoing PRI problems that were called in to ESI tech support on an almost daily basis for six months. These problems occured on up to 7 large systems at the same time, each time. Each time it took ESI over six months to acknowledge that they had an issue in our area and send an engineer to try to resolve the problem. Notice that I said TRY. Two and a half years later and still having some of the same issues. ESI did make many software changes that cleared up some of the problems.

I guarentee that there is not one you out there that would stand by and let someone do this to their customers and not rant and rave about lost revenue and lost sales. Bottom line is that our customers are not getting treated fairly. They look to us to resolve their issues because we sold them the system. We look to ESI to resolve these issues because they built and sold the system to us. Unfortunatly, we are the ones that look bad because ESI can't figure out their problems. We as ESI's customers suffer because no one wants to buy something that has a bad reputation. We have covered their butts for quite some time now and have bent over backwards to keep their name out of the dirt but we only have so much time and money. It is ESI's turn to step up but I don't see that happening anytime soon. They would rather lose customers than try to make things right.

Why not start a new topic on your problem sticking just to the facts of the problem and what's been tried to resolve it. Maybe someone here has seen it before.

Here's my 2 bits worth. 180 ESI systems installed so far (since 1999)- 5 hard drive replacements, 1 Compact flash replacement not counting the Samsung recall (all save 1 replaced before anything went wrong). I've gone through 3 hard drives on my office PC's in the last 10 years so I think 5 is not out of line at all. I expect it to become a regular thing soon though as those hard drives out there hit the 10 year mark.

Jeff, you are among fellow technicians that are interested in your situations. This thread has and probably will continue to discuss the lifespan of HD's vs. Flashdrives.

All we are asking is you openin a new topic with your details such as X-Class, CS 600, PRI and so on.

We're not try to shun you, we just want to dig into your technical details in a professional manner.

Thank you John. I will do that.

I already have posted two replys on July 1 to someone having the same PRI problem. They are under : "Lose ability to dial out". I also E-Mailed two of the members in that thread directly asking if they were still having the same issue. I have not yet received a reply back from either of them.

This thread sounds like a different ESI than I have been a dealer for, for 5 plus years now.

No offence, but maybe it's time to review proper installation and handling practices with your technicians. These failure rates are exceptionally high. Whenever I've had a tech that has had a higher failure rate on equipment it was usually due to poor equipment handling practices.

SST - I wish this was the case. It would be an easy problem to fix.
We have checked up on most of the installs performed by several of our certified techs. All systems are properly grounded, UPS is installed properly and system locations are environmentally acceptable.

I am glad that you are having better luck than we are with this equipment. Don't get me wrong, we love the system and it's features. This is why we keep selling it hoping for the issues to subside.

I have had discussions with many different resellers over the years and it is either one extreme or the other. I have not seen much in between.

How about the shipping process? Is your FedEx driver rough on packages? Is the package received and unpackaged carefully? Are the cabinets assembled carefully, with adherence to pactices to avoid static discharge?

Justin