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Réponse de LabJack

1 févr. 2023

Sorry about your troubles Stefan. We are communicating directly and working on resolving this as best we can, but there was a misstep on our part here.

The T8 is in "Early Release" status. Most aspects of the T8 are fully functioning, but some are not. A device like the T8 with 8x 24-bit simultaneous isolated analog inputs, is needed right now for some customers, and the features that are not fully supported are not a problem for many of these customers, so we are excited to get T8s in these customers hands during the Early Release phase.

We have a T8 Release Status page, but we also have a rule that during Early Release no T8 ships until someone from our engineering department has talked to each customer about their requirements to make sure the T8 is right for them. Unfortunately that last step did not happen in this case, so we have now implemented further internal rules & awareness to make sure it does always happen going forward.

Réponse de LabJack

Actualisé le 2 févr. 2023

***Jan 27, 2023

Hello Leslie,

Thank you for taking the time to provide feedback and I'm sorry to hear you had a less than stellar experience. Before researching your communication with us, here is some initial feedback on your comments here. We will investigate further and we will likely follow up directly and perhaps also with an update to this trustpilot review response:

1. You are using the U3-HV and found the screw terminals very convenient. ***Glad to hear they fit your needs. They are convenient and reliable for most applications, but for those that need other options we have OEM versions of our devices and most of our devices have a mix of screw terminals and cable-friendly connectors.
2. You repeat the following for 50 hours using your own Python program: Get a single reading from 1 analog input, control 1 digital output. ***Sounds routine. Many customers do the same and in fact running for years unattended is routine.
3. Your Python program crashes randomly upon getting a "zero length packet" error. ***Does not sound acceptable. There are certainly things that can cause a function call to return an error, but our driver should not cause your program/computer to crash. We will follow up.
4. LabJack's driver returns errorcodes/exceptions that the user must catch and decide what to do with. ***This sounds normal and expected.
5. Our Python examples do not demonstrate error handling. ***All our examples should check every call for an errorcode, and if there is an error, stop and show the error. I myself am not particularly familiar with Python, but will take a look at our examples and follow up.
6. You sent us example code that causes the problem for you, but did not get a response from us on what the code does when we run it. ***Not getting a response from us is never normal. We will follow up.
7. You had to put an isolator between the U3 digital output and your system to reduce the number of errors. ***If you are getting USB errors related to what is connected or not-connected to the U3, it suggests a serious electrical problem or major EMI transients. This is not a good way to operate, but can happen with some systems and needs to be tackled. Certainly Ethernet is superior, but even with the consumer grade USB port found on any computer, things can be done to help stop your USB host from having trouble.

***Update Feb 2, 2023
2. The customer quickly added error handling and the application now runs indefinitely without human intervention.
3. The crash is actually just the python example stopping and displaying an error. This is actually the expected behavior of the simple examples.
5. Some of our examples show the use of a try-except block where the user can decide how to handle errors, while other examples just stop on any error and display the error. We will add error handling comments to all examples and perhaps also show at least 1 try-except block in every example.
6. We did not run the test code when it was first sent, but we have run it now and at our office it runs indefinitely without any errors. We should have run this when first sent as it was useful for the customer to know that the problem is unique to their environment.
7. Further customer testing has shown that even with nothing connected to the U3 they get perhaps 1-2 errors a day. This is not normal and suggests the environment is particularly hostile or the USB host is not quite right. Our USB Communication Failure app note applies here.

Réponse de LabJack

22 déc. 2022

We put this into Google Translate and it translated from Portuguese to English as: "I still haven't received the order placed Nov 11, 2022." Sorry you had so much trouble with this international shipment. Unfortunately the major delays were due to the government customs agency, and we are very limited on what we can do when there are issues between the receiver and their government, but looking through the case we did identify some things we could have done better and have created internal action items to address these.

Réponse de LabJack

14 déc. 2022

Sometimes our own products or 3rd party products we sell have to be discontinued. The most common reason is that the semiconductor chips needed to build the product have long been discontinued. Once discontinued the parts quickly get more and more expensive until eventually they are totally unavailable. LabJack and our 3rd party suppliers have only discontinued a few products in 21 years of business, and we have always been able to provide years of warning so customers can do a last-time-buy if that is their desired path.

I'm sorry your communication with us so far has not been productive. The ideal way to move forward is letting us support you on alternatives to whatever product is no longer available. Another possible option is to request an on-demand build for some quantity. It might be very expensive, it might have a long lead time, or it might be totally impossible, but we can look into it.

Investigating emails about this particular case, we have identified some action items for LabJack to improve customer experience, primarily around more EOL notification. This particular case involves a 3rd party product.

Réponse de LabJack

8 déc. 2022

Thank you for sharing your concerns about shipping prices Richard. LabJack offers free shipping in the USA but international shipping is getting more and more expensive. We are looking into ways to help our Canadian customers. We keep some LabJack stock on Amazon.ca that can ship for free. We are also committed to only charging what UPS, DHL and FedEx charge us and not a penny more. We previously offered USPS to Canada but it is very slow and hard to track reliably so not a great option to business customers who can't wait many days or weeks in the dark.

Réponse de LabJack

9 nov. 2022

Thanks for the kind words and feedback Gary. While there is always room for improvement, I apologize our new website was more work/time for placing your repeat order. Thanks for your ongoing partnership with LabJack!