software upgrades

[johnberry]

Have just sent the following E Mail to Julie Blackwell of LLC.

Julie,

We have communicated before.

Whereas it is encouraging that there is now a new UK official agent (Ecobeck) it does seem to me that LLC policy is not allowing it to function properly.
I notice that LLC is giving free upgrades to owners at the Segfest (to level 14/15?), which will enable them to use the new Li-ion batteries when they become available. I own two machines and wish LLC to provide me with a key enabling permanent standby for use on the golf course. Yet I am informed that for this I need to send the entire machines back to LLC ??? There will be a charge of £250 plus of course, shipping charges of around £1000 amounting to £1250 per unit ($2000). Now frankly, if you wish to create good customer relationships abroad this is exactly how not to do it. Why should UK clients not receive the same consideration as US clients. In fact, due to the really poor UK sales to date, LLC should consider giving greater support as a promotional aid.

At the very least, LLC could helpfully suggest units could be sent the unit back minus, wheels, batteries and "mast". None of which should be necessary for this upgrade. This would save tremendously on shipping charges and show that LLC at least considers their UK clients plight.

Of course if LLC really wants to HELP its clients then why not allow your new agent to just send the motherboard back to you for "exchange" or modification.

John Berry

[gbrandwood]

Hi John

Would also love the possibility of getting the upgrade. Let us know what you hear back.

Maybe we need to arrange our own Segfest! ;)

Gareth


-

To segue, or not to segue, that is the question.

[pam]

If I wanted an upgrade to 14, I'd have to send my machine back to LLC, too. Overseas retailers are not being singled out there -
Pam

[Stewbonz]

John,
it's my understanding, the local dealers will be scheduling upgrade sessions.


JEFF JARVIS
http://www.thailandsegwaytours.com/

[Socrates]

Hi John,

I was told to get the software update free from my Segway-seller as soon as I buy the new batteries. I am sure it's the same in UK.

Alexander

[johnberry]

Pam,

Yes, but at least you have the opportunity to take it to Segfest and get it done for free ! Anyway, I am not saying that UK owners, or any overseas owners, actually ARE being singled out, only that, in a way, they SHOULD be, due to the high shipping costs. I cannot see any UK owner wanting to pay the $2000. What I am trying to say is, why is it necessary to sent the whole machine back. This effects all owners, even in the USA some owners reside thousands of miles from LLC.

John
Jihnquote:Originally posted by pam

If I wanted an upgrade to 14, I'd have to send my machine back to LLC, too. Overseas retailers are not being singled out there -
Pam

[johnberry]

Jeff,

If this is the case then why has the dealer not made me aware of this.

John.quote:Originally posted by Stewbonz


John,
it's my understanding, the local dealers will be scheduling upgrade sessions.


JEFF JARVIS
http://www.thailandsegwaytours.com/

[KSagal]

It was my understanding that the software upgrade was included in the cost of the new batteries.

For those of us who drove to the segfests, and it was 1000s of miles for some, we had the opportunity at the factory (for me) to get the upgrade.

The reason I did it that way, is that now when the batteries are available, I will not have to make another trip to a dealer, I can act thru the mail.

As I understand it, any way you look at this upgrade, you have to make one trip at least to LLC or a dealer. I just wanted to avoid having to make 2. Unfortunately, the farther you live from a full service dealer, the trip gets harder, but not less needed...


Karl Ian Sagal

Each road you travel should be just a bit better for having had you pass.

[Dragan]

John,
I think what it comes down to is that there isn't a formalized process yet because there isn't any lithium batteries available to ship as accessories. From what we were told during tech training, it will not be an overly complicated process to upgrade the software, but you will have to bring your machine to a dealer for it to be done. The software upgrades will be available from your authorized dealer...you'd have to ask them why they haven't heard about the process. I guess it comes down to how fast you want it done; right now, or when the new batteries are available as an option. I understand the desirability of having the time-out eliminated, but rest assured, it'll happen.
Wayne

Segway of Alberta - Calgary
www.mysegway.ca

[Gyroman]

quote:Jeff,

If this is the case then why has the dealer not made me aware of this.

John.

John, you did not buy from a UK dealer, and it was not a UK dealer that told you to send your machine to the US.

I, as a UK dealer, have already responded to your last posting, stating that dealers would get the upgrade capability when the separate batteries were available later in the year:

http://www.segwaychat.com/forum/topic.asp?TOPIC_ID=11334

As I said, we had an upgrade capability (a Segway-issued laptop) for 6 months - when we upgraded all accessible UK machines to v12.0 after the recall - so we are well used to doing such work. When we have such a capability again, you can indeed bring (or send) your machine less Control Shaft, to us for the upgrade to v14.0. We will also sell you LiIon batteries, if you so wish.

Andy
BAE Systems

[wwhopper]

And upgrades will also be availalbe at SegwayFest DC September 23 to 25. Come register, get an upgrade and a key too!

Oh yea there will be a lot of great people to talk glide talk with, some super sessions to learn more about Segways from, and a few glides to show you our home town!

So Come on In for fesT DC. Washington DC is not just for the Fat Cats!!!!

Will W Hopper
DCSEG Member
Come out to the Mid-Atlantic Regional SEG America Event - SegwayFest - DC Sept 23-25 in Washington DC - The Most Segway Friendly City in America!

[johnberry]

Andy,
You last post answers a lot of questions. At last NOW I understand both why you have previously stated that you upgrade yet LLC's E Mail to me (of which you have a copy)states that you do not.! So you HAD the LLC upgrade laptop which you have since returned to LLC (so now you cannot upgrade, pity you didn't copy the programme, but maybe this would have been "irregular")Well this explains the previous conundrum. Pity you could not have explained this before!
Secondly, it most certainly was a UK dealer (Ecobek) who relayed a message from LLC to send the machine back to LLC to upgrade and thus enable me to use the special key (LLC supplied)for operating without the standby cut out.
Shame it took so long to get things out in the open.

John

quote:Originally posted by Gyroman

quote:Jeff,

If this is the case then why has the dealer not made me aware of this.

John.

John, you did not buy from a UK dealer, and it was not a UK dealer that told you to send your machine to the US.

I, as a UK dealer, have already responded to your last posting, stating that dealers would get the upgrade capability when the separate batteries were available later in the year:

http://www.segwaychat.com/forum/topic.asp?TOPIC_ID=11334

As I said, we had an upgrade capability (a Segway-issued laptop) for 6 months - when we upgraded all accessible UK machines to v12.0 after the recall - so we are well used to doing such work. When we have such a capability again, you can indeed bring (or send) your machine less Control Shaft, to us for the upgrade to v14.0. We will also sell you LiIon batteries, if you so wish.

Andy
BAE Systems

[johnberry]

Will,

Would love to go to the Segfest. However, its a long haul from the UK(with two Segs in my suitcase).

John ! quote:Originally posted by wwhopper

And upgrades will also be availalbe at SegwayFest DC September 23 to 25. Come register, get an upgrade and a key too!

Oh yea there will be a lot of great people to talk glide talk with, some super sessions to learn more about Segways from, and a few glides to show you our home town!

So Come on In for fesT DC. Washington DC is not just for the Fat Cats!!!!

Will W Hopper
DCSEG Member
Come out to the Mid-Atlantic Regional SEG America Event - SegwayFest - DC Sept 23-25 in Washington DC - The Most Segway Friendly City in America!