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Corsair deny all knowledge - AX1200i software broken (probably applies to AX860i and AX760i as well) - Page 21

post #201 of 257
After reading all of this I am a bit confused by a lot of people's reactions and responses.

I understand that some people are experiencing issues, but not entirely sure what those that are experiencing it are expecting exactly. It's certainly a shame that issues have arisen but it happens and in a lot of cases kind of hard to diagnose via e-mail and without very specific information. The whole "they should contact me" thing is a bit ridiculous to be completely honest. I suppose I am just very fortunate that Corsair has always been quick to respond to my e-mails, PMs, phone calls, etc.

I guess at this point, I'm just curious what you guys are expecting?
 
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post #202 of 257
Some of the other posters (aside from Boris) are running into different issues on different platforms. I think the overall theme of the thread is how crappy the software is and how obnoxious the product support has been.

I'm not sure what criteria Corsair used to determine the product and applicable software were ready for public release. My feeling is that this criteria is flawed, particularly regarding the software.

Also, closing Boris's ticket because you can't reproduce the problem, let alone start working on a solution, just reinforces the idea that Corsair don't know how to properly support this product. The ticket should have remained open until you at least identified the problem, IMO. The concept that there is a reported, identified or known issue with a product is something consumers can, generally, more easily accept.

Again, it shouldn't be up to the consumers to complete beta testing on the software either, particularly without disclose of invitation. Add in an out of pocket cost to participate, we may have had opted for another power supply.

And if Corsair honestly feels that this product did successfully complete beta testing they are wrong. Lets be simple here. you don't need to test this thing on a million motherboards. At 860 & 1200 Watts, Corsair should have started testing with x79 and the like and move down from there. If you couldn't even get x79 right, then you should have gone back to the drawing board.
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post #203 of 257
Quote:
Originally Posted by ozrek View Post

Some of the other posters (aside from Boris) are running into different issues on different platforms. I think the overall theme of the thread is how crappy the software is and how obnoxious the product support has been.

I'm not sure what criteria Corsair used to determine the product and applicable software were ready for public release. My feeling is that this criteria is flawed, particularly regarding the software.

Also, closing Boris's ticket because you can't reproduce the problem, let alone start working on a solution, just reinforces the idea that Corsair don't know how to properly support this product. The ticket should have remained open until you at least identified the problem, IMO. The concept that there is a reported, identified or known issue with a product is something consumers can, generally, more easily accept.

Again, it shouldn't be up to the consumers to complete beta testing on the software either, particularly without disclose of invitation. Add in an out of pocket cost to participate, we may have had opted for another power supply.

And if Corsair honestly feels that this product did successfully complete beta testing they are wrong. Lets be simple here. you don't need to test this thing on a million motherboards. At 860 & 1200 Watts, Corsair should have started testing with x79 and the like and move down from there. If you couldn't even get x79 right, then you should have gone back to the drawing board.

I understand that, but I think it's likely been blown out of proportion a bit.

My guess by and large is that the software was probably partially done by a third party, I haven't really heard of Corsair having their own dev division (I could be wrong) and even if they did do it themselves. If the bug was significant enough, you're not going to see a fix overnight, or even in a matter of a couple months if the team is small enough. There is probably a reason no one else is doing software for PSUs, they're kind of in uncharted territory.

If you can't reproduce the problem, then how can you even verify there is a problem? The thing with software, especially when it's related to specific hardware is that it's hard to identify a problem unless you know every detail. Should the ticket have been closed? Not necessarily. Should it have remained open? Also, not necessarily. If it was me anyways, I likely would have closed the ticket after the problem wasn't reproducible, create a new ticket with different criteria and in the description of the ticket refer back to the old ticket. Whether they did something like that, I don't know.

Whether you like it or not, pretty much all new software is being beta tested by the masses, whether they call it beta testing or not, especially when it comes to new tech.

It's a shame many users have been having issues, but there are many of us that haven't....

I just think some of the reactions, from both sides, are kind of childish, while at times may seem just.

The power supply is just fine, the software YMMV...
 
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post #204 of 257
Interesting. My post seems to have been deleted. Let's try this again....
Quote:
Originally Posted by BorisTheSpider View Post

If anyone from Corsair wants to contact me to try to resolve my problem, they can do so. I don't really follow the logic that says it should be the customer with a product that doesn't work properly who should be doing the chasing, particularly after the issue has been ongoing for so long.

So... Mike and I try to contact you.. you say you haven't received those emails.... and that's Corsair's fault? Then I suggest just going through PM and you consider that "chasing down" someone for help?

Check your Spam box, I guess.
Quote:
Originally Posted by BorisTheSpider View Post

No good I'm afraid - that was one of the first things I did, and I've tried it in all sorts of combinations with both the original and RMAd PSUs.

When you did this, did you also delete the user profile and create a new one? The profile files can cause problems themselves, I've found. For example: If I have three graphics cards, create a profile and then remove one or two cards or swap them out for different cards, Link will still show the prior configuration unless you delete the profile and create a new one.
Quote:
Originally Posted by BorisTheSpider View Post

Then what is the explanation for the videos and screenshots of them, from the first post in the thread?

It was explained to you that the software in the video was very a very old, perhaps even beta, version of the software. Corsair hasn't been able to duplicate the problem since.

The problem that was found that initiated sending you the Link Commander wasn't the same problem, but another problem that using the Link Commander seemed to address, so we figured there was no harm in sending that part to you hoping it would address your issue.
Quote:
Originally Posted by BorisTheSpider View Post

Obviously. If a customer has a well documented problem where your product doesn't work properly, but you can't duplicate it or figure out why, the thing to do is close the ticket and wash your hands of the problem.

Well.. we can't duplicate your problem. You've gone through two PSUs. Corsair offered to replace your motherboard for you (without additional conditions that won't be disclosed here). And you claim you haven't received any emails from us when I haven't seen any emails bounce back from the box that you initially sent emails from. ?????
Quote:
Originally Posted by deafboy View Post

If you can't reproduce the problem, then how can you even verify there is a problem? The thing with software, especially when it's related to specific hardware is that it's hard to identify a problem unless you know every detail. Should the ticket have been closed? Not necessarily. Should it have remained open? Also, not necessarily. If it was me anyways, I likely would have closed the ticket after the problem wasn't reproducible, create a new ticket with different criteria and in the description of the ticket refer back to the old ticket. Whether they did something like that, I don't know.

Whether you like it or not, pretty much all new software is being beta tested by the masses, whether they call it beta testing or not, especially when it comes to new tech.

It's a shame many users have been having issues, but there are many of us that haven't....

I just think some of the reactions, from both sides, are kind of childish, while at times may seem just.

The power supply is just fine, the software YMMV...

You're somewhat correct. You're talking about software that has to work with every possible combination of hardware and, because the USB dongle and the USB bridge in the Link Commander needing a driver, software combination (OS, background programs, other drivers, etc.). It wasn't too long ago (November 2012, I believe) that Link didn't work in Windows 8 because of driver conflicts. There was a while when Asus's AI software running at the same time as Link would cause a problem.

Corsair couldn't try the exact same motherboard that Boris has because his board is kind of old, but they did try it on two different boards with the same chipset. They couldn't reproduce the problem on those, so Corsair offered to exchange Boris's board for him. That would give Corsair another board in the lab to attempt to reproduce the problem, and put a board that Corsair had tested with the software in Boris's hands. Unfortunately, there's been some road blocks in making that happen. The offer still stands that Corsair replace Boris's board, and I feel that's a fairly gracious offer considering Corsair doesn't make or sell motherboards.
Edited by jonnyGURU - 5/26/13 at 4:37pm
post #205 of 257
still no replay on there end. Anyone want to buy a ax1200i or swap for something thats good haha
post #206 of 257
Quote:
Originally Posted by kikibgd View Post

wow what an agony with support i had no idea that its that bad, glad i have read all the posts.
i agree with sebkow lots of people reported same issues as boris has.

problem is we partialy know what is happening between boris and support(mike), and i dont belive any company would like to speak publicly on forum its just desaster waiting to happen.

keep us posted and hope they resolve problem for you.

btw this shouldnt be happening to TOP products

ps. i understand boris for "namecalling" because there is no other polite way/protocol that he didnt use and no help, yellowbeards responce to that aint one that you would expect from guy in his possition.

Unique issues are always the hardest to squash and figure out. I am speaking from coming for a support side of things (I am an ACMT (Apple Certified Mac Tech), and I know how hard it is to solve problems that are really hard to reproduce. With that being said, I think Corsair has been doing everything they can, and from there, I can understand the frustration from the customer's stand point (Boris). I have had to work with Corsair support before, and they are great, but to those who are involved with this, this is NOT something that is simple. As I said before, issues that are hard to reproduce are the most difficult to figure out.
 
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post #207 of 257
Its a brand new thing this digital power supply. best you can do is just rip out the corsair link dongle until they release a update that actually works.
post #208 of 257
Quote:
Originally Posted by iSpitfire View Post

Its a brand new thing this digital power supply. best you can do is just rip out the corsair link dongle until they release a update that actually works.

Exactly. It is tested, but you can test only so much in a lab. With that being said, the only way a product truly becomes mature is once it enters into consumer hands. Once there, that supplies further scenarios that cannot be done in a lab... ever.
 
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post #209 of 257
Quote:
Originally Posted by sebkow View Post

still no replay on there end. Anyone want to buy a ax1200i or swap for something thats good haha

I assume you mean "reply"?

I'm sorry, but I was focusing on Boris's issue in this thread? What are you speaking of or are you saying that Boris received no reply?
post #210 of 257
Quote:
Originally Posted by jonnyGURU View Post

I assume you mean "reply"?

I'm sorry, but I was focusing on Boris's issue in this thread? What are you speaking of or are you saying that Boris received no reply?


ahh yes my bad and no on my end. I gave up on the pmr pretty sure you gusy broke SLA aswell unless its 4months or something
Edited by sebkow - 6/5/13 at 7:18pm
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