Filed
Horrible experience with support.
Horrible experience with support. They showed absolutely no compassion or willingness to help. An unethical salesperson sold my boss five Digi EX50 units simply because they could take advantage of the fact that he didn’t know what he actually needed. These devices are very expensive and ended up sitting on a shelf for a couple of years, completely unused. After I was hired, I tried to recover some of the money my boss was manipulated out of by putting the devices to use. I needed to set up VLANs, so I referred to the 1,100+ page manual, which contains very little useful information about VLAN configuration. I then posted on the Digi support forum, but no one could figure out how to make VLANs work. This included someone who appeared to be a Digi support representative responding in the forum. That person recommended opening a support ticket, which I did. It initially looked like I might finally get some help, but support was unable to make VLANs work either—unless I purchased a $1,000 or $6,000 support plan. What happened to good old American customer support?
Filed by Randy J.