Response from the owner - 4 years ago
First let me apologize for your situation. It's obvious that you were frustrated and did not receive the level of customer satisfaction that we strive hard to give our customers. Also I want to apologize as we are just now seeing this review in Google. This is very concerning to us, and I would like to learn more about your case and help in any way I can.
So please contact me directly at the info in my signature and I will help to find a resolution for you. Please send me your complete contact information and the serial numbers of the cameras you have.
In the meantime, I will do my best to respond to this post with the information you have given.
Regarding the technical issues, there are several reasons why a program using the cameralink interface may have frozen or crashed. Usually this is caused by some configuration issue or another program accessing the port at that time. Of course it could be a defective camera or buggy software, but there are many more components to the system than just the camera and CCT+ (the software I'm assuming you are using), so we must troubleshoot everything.
Regarding your business experience with Basler, this is very surprising and concerning to us. Your depiction is not how one's experience with Basler should ever be, and I can only assume there was some miscommunication. My only words in our defense would be that I highly doubt our Director of Sales & Marketing would have told you to "get lost." Rather I would assume that he followed our standard procedure but that this was not to your satisfaction. To clarify, being that he is not in a technical position, he probably either referred you to one of our support engineers, to the support manager (myself), or to your distributor (who has agreed to provide technical support to their customers as per contracts with Basler). In any case, I believe he would have done what he could to find you help. We actually feel that it is a sign of good customer service when anyone can reach a manager of that level with a simple phone call (this is not often the case with other companies). But if we need to do anything to improve our handling of incoming calls, we are definitely open to the feedback, so I encourage you again to contact me with the specifics of your case.
In the end though, I do apologize that your experience with Basler was not satisfying. I can assure you that Customer Service is a core value at our company and we do strive hard to make sure all of our customers are happy. I'm 100% confident that if your issue still exists, we can and will find a resolution for you.
Engineering Support Manager - Americas