Biosignalsplux/Hybrid-8/problémy/Offline Acquisition
Biosignalsplux/Hybrid-8/problémy/Offline Acquisition
Biosignalsplux/Hybrid-8 – problémy s nahráváním do interní paměti.
2024-10-11
[editovat]Píšu Katrin Mrotzeck:
Dear Katrin, I have some problem with offline acquisition.
According to the OpenSignals (r)evolution User Manual OS 07032022, page 95 of 236, paragraph 3.3.1. Scheduling Offline Acquisitions
I have our HYBRID-8 connected via Bluetooth, then I click on the clock-icon and become INFO MESSAGE:
BC:33:AC:AB:B4:19 Your device does not seem to
have the memory card enabled. Please contact
our support services (spport@plux.info) or
purchase it online at: http://store.plux.info
OK
I was convinced that we bought the HYBRID-8 with internal memory. That according to the offer on your WWW pages at that time, every HYBRID-8 is already equipped with the internal memory.
Now I am trying to find information about HYBRID-8 on your server again, but I can't find it:
https://www.pluxbiosignals.com/search?q=HYBRID
Can you please find out if the HYBRID-8 with the MAC address BC:33:AC:AB:B4:19 that you shipped to Titan Commerce was equipped with that internal memory?
We also had that 32 GB internal memory in our requirements that we wrote the audition for (attached). Is it possible that Titan Commerce did not meet our requirements? That would be an embarrassing finding.
That might explain the fact that they sent us a better quote than you did last year. But if that's the case, we should enforce that memory on them.
Yours sincerely, Petr Heřman
2024-10-14
[editovat]Katrin odpovídá, že mám kontaktovat prodejce a nikoli výrobce:
Hi Petr,
Can you please contact Titan Commerce for this issue as you purchased through them and they need to provide the support to you when you purchase through them instead of through us directly. We can also not see which of Titans purchases is yours and we also dont know which quote they sent to you so we have no idea if they had the internal memory on your quote or not. So it is better to clarify with them the conditions of your purchase.
Regarding the support service in general, it is always up to the company where you purchase. So for any issues with the products unfortunately, you will have to go through Titan.
I hope that you can clarify the issue with them.
2024-11-22
[editovat]Protože to v rámci VZMR nakupovalo naše právní oddělení, ptám se, zda tu reklamaci budou řešit oni anebo si to mám řešit sám.
2024-12-06
[editovat]Po dohodě s naším právním oddělením odesílám koncept reklamace pro Titan Commerce:
---
U přístroje HYBRID-8, který jste nám prodali, se vyskytl následující problém při pokusu o off-line záznam dat přímo do vnitřní paměti:
Postupujeme podle návodu "OpenSignals (r)evolution User Manual OS 07032022, page 95 of 236, paragraph 3.3.1. Scheduling Offline Acquisitions" https://support.pluxbiosignals.com/wp-content/uploads/2021/11/OpenSignals_Manual.pdf
Když v tomto programu připojíme HYBRID-8 přes Blue-tooth a klikneme na ikonu hodin, dostaneme hlášku:
"BC:33:AC:AB:B4:19 Your device does not seem to have the memory card enabled. Please contact our support services (spport@plux.info) or purchase it online at: http://store.plux.info"
Proto se na Vás obracíme s žádostí, jak postupovat při řešení tohoto problému. Děláme něco špatně anebo se jedná o vadu přístroje? Máme Vám je odeslat k zákonné reklamaci?
Obrátili jsme se s dotazem na výrobce PLUX – Wireless Biosignals, S.A. a bylo nám řečeno, že tento problém máme řešit s distributorem, tedy s Vámi.
V zadání tendru byl jasně řečený požadavek "Internal Memory 32GB of storage" a teď jsme v nejistotě, zda je tato paměť skutečně v našem přístroji instalována. Přístroj jsme neotvírali, abychom neporušili záruku.
Přílohy:
- Technická specifikace tendru
- OpenSignals (r)evolution User Manual OS 07032022 ??????
- Snímek obrazovky
The HYBRID-8 that you sold us has the following problem when trying to off-line record data directly to the internal memory.
Following the instructions in the "OpenSignals (r)evolution User Manual OS 07032022, page 95 of 236, paragraph 3.3.1. Scheduling Offline Acquisitions" https://support.pluxbiosignals.com/wp-content/uploads/2021/11/OpenSignals_Manual.pdf
In this program, when we connect HYBRID-8 via Blue-tooth and click on the clock icon, we get the message:
"BC:33:AC:AB:B4:19 Your device does not seem to have the memory card enabled. Please contact our support services (spport@plux.info) or purchase it online at: http://store.plux.info"
Therefore, we would like to ask you how to proceed in solving this problem. Are we doing something wrong or is the device defective? Should we send it to you for a legal warranty claim?
We have asked the manufacturer, PLUX - Wireless Biosignals, S.A., and have been told to take this issue up with the distributor, i.e. you.
The tender clearly stated the specification "Internal Memory 32GB of storage" and now we are in uncertainty whether this memory is actually installed in our device. We have not opened the device so as not to breach the warranty.
Attachments:
- Technical specifications of the tender
- OpenSignals (r)evolution User Manual OS 07032022
- Screenshot
2024-12-20
[editovat]Právní oddělení odesílá reklamaci
[editovat]kterou jsem koncipoval (viz výše)
Titan Commerce vzápětí odpovídá
[editovat]Dear Ms. Jirsová,
Thank you for your message and the detailed description of the issue. We regret the inconvenience caused and assure you that we are committed to resolving the matter promptly and satisfactorily.
As per our records, the 32GB internal memory is standard in all Hybrid-8 devices. Therefore, it is possible that the issue may be due to a defect, which requires further inspection of the device.
Please note that Mr. Saqib is no longer with our company. His responsibilities have been taken over by Ms. Jiayu Fan, who will handle this case moving forward.
We kindly request you to send the affected device to the following address for a detailed examination:
Titan Commerce Continental Services GmbH Technical Support Gottlieb-Daimler-Straße 13 35440 Linden Germany
To expedite the process, we also request that you include a detailed error description along with a copy of the delivery note and, if available, relevant screenshots. These documents will assist us in analyzing the issue efficiently and providing a resolution.
Upon receiving the device, we will:
- Verify the internal memory: Ensure that the internal memory is present and functioning correctly.
- Conduct a fault diagnosis: If a defect is identified, we will proceed with either repairing or replacing the device as necessary.
Should you have any questions or require further clarification, please feel free to contact Ms. Jiayu Fan directly at [Email Address] or [Phone Number].
Thank you for your cooperation and understanding. We will keep you updated on the progress of this matter.
Best regards, ... etc.
2025-01-06
[editovat]Odesílám HYBRID-8 prostřednictvím DPD.
TITANu je doručen 2025-01-09
2025-02-04
[editovat]Z TITANu píšou, že kontaktovali PLUX (výrobce) a bylo jim řečeno, že mi mají HYBRID-8 poslat zpátky, že vše se dá řešit softwareově na dálku:
Hallo Mr. Heřman,
We have raised the issue again with Plux, as they suggested sending the product back to you, since the problem can be resolved through software. I am now awaiting a response from Mr. Gomez.
Apologies once again for the inconvenience.
All the best
HG Bieschke
2025-02-04
[editovat]Z TITANu mi přeposílají e-mail od Petr Gomez (PLUX) s návodem, jak to mám udělat:
Dear Mr. Heřman,
Please find the solution suggestions from Mr. Gomez in the email below.
Kindly review these instructions once more.
If this does not resolve the issue, you will receive an activation code via PDF.
Additionally, we will provide you with another Bluetooth dongle if these steps do not lead to a successful outcome..
Best regards,
HG Bieschke
2025-02-05
[editovat]Pedro Gomes mi ten návod posílá znovu:
Dear Mr. Heřman,
I am sending here a support article with all the options to activate the add-on license:
https://support.pluxbiosignals.com/knowledge-base/how-do-i-activate-my-opensignals-add-on-licenses/
You'll also find attached a PDF with the license code to proceed with the offline activation, if needed.
However, the error message that appears is more likely related to Bluetooth issues.
We have recently switched to new Bluetooth dongles (TP-Link UB 500) that solve many Bluetooth issues. We're happy to provide you one for free should you not have one, to help solving this issue.
I hope the information provided is useful to you, and please let me know if you have any further questions, as I'd be happy to help.
Pedro Gomes
Director of Product & Sales
http://www.pluxbiosignals.com