Effective Thursday 18 April 2019 I (Mark Silver) will no longer entertain helping non-customers with issues on equipment that iGage Mapping Corporation did not sell. In addition, iGage will no longer sell accessories, batteries, cables, equipment outside of the United States.
Since March I have fielded as many as 50 email / phone questions per day from non-customers asking about WNRO (Week Number Roll Over) issues. Since the beginning of April I have gotten over 20 questions per day requesting help with installing updated firmware on receivers, post-processing 1999 dated files. Yesterday I was up until 11:30 pm responding to these queries. Of the 20+ questions yesterday only one was from an iGage customer who purchased the equipment in question from iGage.
Some of the questions come from customers who purchased equipment elsewhere, but have purchased a battery or cable from iGage in the past. Purchasing a cable for a ProMark 500 does not entitle you to support for that ProMark 500 receiver. And if the cable worked when you received it 5 years ago, our warranty has expired and we bear no responsibility for supporting you if it appears to not work today.
All of these non-customer questions share a common thread: the equipment/software was purchased from another dealer who is out of business or no longer will provide support for the equipment that they previously sold.
If you purchased equipment from iGage, I am happy to support that equipment as best I can (keep in mind that most of the questions at hand are about 7+ year old equipment.) However, I will ONLY support equipment that iGage sold directly or through one of our sub-dealers. So if you purchased multiple receivers from multiple sources, I am not going to help you with the equipment not purchased here.
What if you are willing to pay for support?
Well, that is great, but I will not support equipment that iGage did not sell. I don’t care if you are willing to pay for support.
An alternative is to return the equipment to the original company and purchase replacement equipment from iGage.
Too harsh of response? Perhaps, but by continuing to spend 8+ hours per day supporting non-customers I am putting the company that I work for at risk of failure. We survive by selling equipment and providing the best support and service that we can. Please consider purchasing equipment from us if you expect us to provide you support and service.