Trango Systems Inc

[redacted]
The Revdex.com
8 April 2014
RE: ID [redacted]
Dear [redacted]
I would like to respond to the complaint filed by our customer as outlined in complaint 
ID [redacted]. In response to the customer’s...

statement of the problem, we have reviewed
the history of correspondence in our database. This information is copied below for your
review in support of our rebuttal to this complaint. 
Trango Systems, Inc. has in fact tested extensively both sets of equipment, and in each 
case we find no problems with the units. The original equipment was replaced, at no 
charge to the customer, in late 2009/early 2010. The returned units were tested under
our standard tests, as well as tests to emulate the conditions under which the units were 
operating. The units passed these tests and were subsequently issue to our refurbished 
stock for resell. The customer then complained that the replacement units failed. After 
considerable efforts to trouble shoot the problem, and finding no indication that the units
were faulty, Trango allowed the return of these units so that they could be tested. This 
was most recently completed in April 2014, and again, we could find no failure of the
units. We did find a particular setting in the system that could cause instability of the 
link, and have since relayed this to the customer.
The customer also specifically indicated that they purchased a 3 year service contract. 
In fact, the customer did not buy the equipment directly from Trango Systems, Inc., but 
through a distributor. The order from the distributor did not include a service contract
with Trango Systems, so this contract may have been directly with the distributor. I have 
advised the customer to follow up with the distributor in this regard. Trango Systems no
longer has business relations with this distributor.
It has been our belief that the problems experienced by the customer are site and/or 
installation related and we have provided suggestions and recommendations that might
alleviate the problem. At one point, the customer did state that the link was running
flawlessly.
I’ve reviewed all of this information with the customer recently, and he is going to use 
the equipment at a different site. 
Please let me know if I may provide supporting documentation for your further review.
[redacted]
Sales Engineer / Manager
[redacted]
[redacted]

Review: I purchased a Trango Apex 18 microwave system from this company for 13,500.00 and subsequently spent another 750.00 upgrading the license on it. We had issues from the time we purchased it, It never worked right. It had a defect in design causing it to show the same mac address on both data and management port causing the system to be detected as having a circular reference and shutting the whole system down. This was only found out after spending thousands of dollars in man hours and sending units back and forth. We paid for and advanced shipment of loaner unit from them to replace it and this is when we learned the true nature of the problem, when it carried over to the new product. After sending original unit back for their testing, we ascertained that it was an actual design defect in the radio, affecting loaner unit as well as the original. The we discovered that the loaner unit had other issues and would stop working for no reason. So we asked the company for the unit we purchased original back as we had now located the reason for the problem. They responded that is had been lost and they could not locate it. Also they told me that it was a discontinued product and that they were in short supply. We also purchased a 3 year maintenance on this product so it should have had original garrantee as well as service contract. They have never honored either, and have been being contacted by me on a regular basis since the date of purchase.Desired Settlement: I want the unit repaired, or replaced. If the unit cannot be repaired or replaced, I would accept a refund of the 14,250.00 I actually paid for it not counting the 25,000.00 I have spent dealing with it and the hundreds of thousands it has cost me in lost revenue.I would also accept a replacement with one of their current versions that would attach to the dishes I received with it.I have already spent $8000.00 this week purchasing a replacement that was required for me to send the unit back.

Business

Response:

[redacted]

The Revdex.com

8 April 2014

RE: ID [redacted]

Dear [redacted]

I would like to respond to the complaint filed by our customer as outlined in complaint

ID [redacted]. In response to the customer’s statement of the problem, we have reviewed

the history of correspondence in our database. This information is copied below for your

review in support of our rebuttal to this complaint.

Trango Systems, Inc. has in fact tested extensively both sets of equipment, and in each

case we find no problems with the units. The original equipment was replaced, at no

charge to the customer, in late 2009/early 2010. The returned units were tested under

our standard tests, as well as tests to emulate the conditions under which the units were

operating. The units passed these tests and were subsequently issue to our refurbished

stock for resell. The customer then complained that the replacement units failed. After

considerable efforts to trouble shoot the problem, and finding no indication that the units

were faulty, Trango allowed the return of these units so that they could be tested. This

was most recently completed in April 2014, and again, we could find no failure of the

units. We did find a particular setting in the system that could cause instability of the

link, and have since relayed this to the customer.

The customer also specifically indicated that they purchased a 3 year service contract.

In fact, the customer did not buy the equipment directly from Trango Systems, Inc., but

through a distributor. The order from the distributor did not include a service contract

with Trango Systems, so this contract may have been directly with the distributor. I have

advised the customer to follow up with the distributor in this regard. Trango Systems no

longer has business relations with this distributor.

It has been our belief that the problems experienced by the customer are site and/or

installation related and we have provided suggestions and recommendations that might

alleviate the problem. At one point, the customer did state that the link was running

flawlessly.

I’ve reviewed all of this information with the customer recently, and he is going to use

the equipment at a different site.

Please let me know if I may provide supporting documentation for your further review.

Sales Engineer / Manager