If you are interested in MaxBotix Customer Support, please read below. This is kind of a long post, but to do this justice, we felt it best to show what actually was said. We do not feel the above comments are fair to either MaxBotix or Robot Shop, and we both offered what we could to make this right. MaxBotix does not like to air this stuff, but without a response from BK, we felt this was the best route to take. Below is the actual text back and forth, to and from, both MaxBotix Inc., and BK. (We understand that BK is the person that posted in as meenzal.)
To MaxBotix Inc. (From BK)
I’m trying to find a circuit diagram that uses your transducer with an Arduino. While I can find a fair amount of info for using your transducer as premounted on a small board, I can’t find anything that starts with only the transducer.
Can someone send me a circuit diagram that depicts an Arduino Duemilanove used with your device? A sketch to go along with it would be wonderful as well.
Thanks in advance!
To BK (from MaxBotix Inc., Technician)
Thank you for your email.
For users who request assistance in designing a circuit that drives and
reads the MaxSonarR-UT, we do not provide assistance, (because we provide
the LV-MaxSonar-EZ product line, a proven line of sensors with great
performance).
We do offer technical support in the specification of the transducer, but
not for circuitry or software design… (more text)
**
To MaxBotix Inc. (from BK)**
Well, Scott. You have just made me into a firm Devantech customer. You got $50+ of my hard earned dollars and left me with jack squat to show for it. As far as I’m concerned anyone who sells a product owes support for that product. Period.
Thanks for explaining why Maxbotix isn’t a viable vendor.
To BK (from MaxBotix Inc., Technician)
Thank you for your email. I believe there is a small misunderstanding about
the information given to you. MaxBotix Inc. supports the MaxSonar-UT
regarding any technical specification related to the product and even
warranties the MaxSonar-UT. What MaxBotix doesn’t do is help end users
design circuits to run the UT as we provide a low cost working solution.
Many hundreds and even thousands of engineering hours went into each
MaxSonar product type to provide a high quality, reliable sensors that
utilizes the MaxSonar-UT while keeping the low cost.
Does this information help at all?
To BK (from MaxBotix Inc., CEO)
First, I am sorry that you felt hurt by our support policy regarding the MaxSonar-UT product. How can we make this right by you? For example, we can send a check for a refund or you can let us know what you need. (I am not sure how we got fifty dollars from you. Did you order ten of our MaxSonar-UT products from us? We will be glad to issue a refund for your full amount.)
When sold through our distributors, the transducers are sold virtually for cost, just to provide a service to those people that can use this type of product. For example, some people will connect to an oscilloscope to verify the operation of the other sensors. As for people designing these transducers into products and for hobby uses, this is outside of the scope of our company focus. We treat everyone the same for this (even the ones that would purchase in volume). This has been posted on our website since we began selling this product. A paste from our website shows this.
maxbotix.com/MaxSonar-EZ1__FAQ.html#What_circuit_design_do_you_recommend_for_the_MaxSonarUT
*17) What circuit design do you recommend for the MaxSonar®-UT?
For users who request assistance in designing a circuit that drives and reads the MaxSonar®-UT, we do not provide assistance, (because we provide the LV-MaxSonar®-EZ product line, a proven line of sensors with great performance).
We do offer technical support in the specification of the transducer, but not for circuitry or software design. *
… (more text)
Again, please let us know what you need from us to make this right.
BK’s responses were not posted here, but would be longer than this entire post.
To BK (from MaxBotix Inc., CEO Second time from CEO)
First, while it is not about a refund, we do need to make this right
for you. So let us know what that is for you and for this situation,
and we will do it. For example, if you spent fifty dollars on
transducers, let us send you two of our LV range finders or one of our
XL range finders, or let us give you your money back.
Second, if I am not mistaken from your description, you purchased
transducers, but then wanted to use transducers as range finders,
correct? And then you purchased/or-had a rangefinder, and it worked
as a rangefinder, correct? It seems to me that if you need a
transducer, you need to purchase a transducer, and if you need a range
finder you need to purchase a rangefinder. And as a person new to
this, it would be an honest mistake to make.
Third, we do not know of any easy way to harm the transducers. How
did you “blow it up”, as we have driven these with 100V peak to peak
without harm? Please let us know this. If this is truly possible,
then we would like to know how. It was kind of weird that you mention
this on a post at Robot Shop’s form, but did not tell us this
directly, as we would have gladly helped with this, and honored our
warranty.
So again what can we do to make this right for you?
Final comments from the CEO of MaxBotix Inc.
If you read this far, you are interested in either MaxBotix or BK. We hold no ill feelings toward BK and hope and pray that his life is good.
Even so, at MaxBotix Inc., we do really want our full customer base to know that we really do offer great support for all of our products, and if you need assistance, we have a great full time staff that are here to help. Also, the MaxSonar-UT is a super great transducer, so for those that need a transducer, the MaxSonar-UT is first rate. (But if you need a rangefinder, please purchase a rangefinder.
)
Again, all the best to BK, and I hope and pray he does well.
Sincerely,
Bob Gross
CEO MaxBotix Inc.
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