GeoSpace Labs

Per our prior response many of the items identified by the customer concerning the odometer have been addressed prior to this narrativeOutside of the speculative nature of most of the customers comments, there do seem to items that should be addressed via a service ticketWe encourage the customer to open service tickets on our website per our warranty policyWe are more than happy to work with this customer to address their items and to provide training on the proper way to use the systemIf the customer refuses to work with us and would like to return the product, they may send it back to [redacted] *** and we will assess its condition per our posted policy and provide the appropriate remediation

Complaint: ***
I am rejecting this response because:The narrative provided in the previous email was to help enlighten GeoSpace Labs/GeoWiz about why we do not have faith in the organizations product, and why continual assertions that you will "work with us to find a solution" are laughableThe product has issues, and we do not feel that we have time to work out all the kinks before the compliance date at the rate of response that we have experiencedYour tone is disrespectful and condescendingWe would rather loose our money than work with your organization. We have already purchased another ELD device from a reputable vendorThe fact that the major issue of the device running slow and not staying connected was never addressed and was the biggest issue, I mentioned this in a previous communicationIt seems that we received a preowned tablet (that downloaded *** as soon as it was powered on), with your software loaded on to itIt seems that trying to get this product to work will require a lot of effort and back and forth that we are not wanting to invest any more time into.We will be returning the device and pursuing a refund from our credit card company if you refuse to refund us the amount on your own.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:While your system may see that the system is "working properly with no errors" the fact is the ELD is not working properlyI'm not sure what the report that you copied here is monitoring, but the tablet continuously shows that it is not connected, so how could it be working? The only time we have received a timely response is on the 10/callWhich I might add, I called from the truck, and my wife was not anywhere near the phone, and suggesting that she was in the background yelling and the call ended is absurdTo state that we are frustrated is no doubt trueBut we are frustrated that this device is not doing what it shouldMore specific issues with the device are listed below.The only support we have received is from the "sales' side of the operationA woman, who from her own admission, does not handle the technical issues with the device.These issues were explained to this sales woman and were supposed to be passed on to a technical person who would call backOn 10/Jeffery D*** returned a call after the sales woman was contacted again - and yes, it was within an hour on that day, unlike all the previous interactions.This device has the following issues:The device should stay connected to the tablet continuously (by law)It has only done that twice, and only for half of the dayThis is a major problem, as I would be in violation of the law.When a "duty status change" is attempted the system is terribly slow and I have to wait for over minute for it to react.When doing a DVIR you enter a trailer number and these numbers do not stay in the system correctlyThere is no pattern to the errorThe information that I enter is incorrect when I go back to retrieve itI stopped doing DVIR's because they were always wrong.The odometer reading is not remembered when I put it inOne day the log showed that I drove about 25,miles in one dayAnother time it logged -milesIt does not retain my odometer reading.All of these issues, while frustrating, are not the problemThe lack of response to my calls for over a month has not given me any confidence in this organizationThe response to this complaint confirms your disrespect for the trucking industry in generalBlaming our frustration with your faulty product on mass frustration by the trucking industry at the ELD mandate only adds insult to injuryYour website makes it seem like you care about the people using your productsThis line in particular is what drew us to your company" We are nowhere near as impressed with ourselves as we are impressed by you at every interactionOur mission is to make people safer-every second of every day." However, portraying my wife and myself as frustrated and angry people while you remain blameless is pretty low.Time is of the essence when it comes to us having a working deviceWe have no confidence in your company, especially after this reply, and we want our money back so that we can find a proven company to get an ELD from, and can be in compliance before the December 17th deadline.
Regards,
*** ***

Per our prior response many of the items identified by the customer concerning the odometer have been addressed prior to this narrative. Outside of the speculative nature of most of the customers comments, there do seem to items that should be addressed via a service ticket. We encourage the customer to open service tickets on our website per our warranty policy. We are more than happy to work with this customer to address their items and to provide training on the proper way to use the system. If the customer refuses to work with us and would like to return the product, they may send it back to [redacted] and we will assess its condition per our posted policy and provide the appropriate remediation.