This report is specifically to Jim MacArthur, President of AED, and I am sure the information will be of interest to other AED machine owners.
I am using this forum because early in my machine purchase process, which took over 100 days to receive (even though slick salesman Cesar told me 25 days, but he "has to say at least 30 days", I emailed Mr. MacArthur directly with all my concerns and issues) this was before the machine was shipped, and of course I received no reply.
My latest problem with my Riello machine, besides the cheesey looking facade that some one actully thought was attractive. AED should try telling and showing people (those who can not go to Florida) Exactly what the machine looks like. I was showed pictures of 2 different machines and neither one was the one I received. Plus the first facade did not fit correctly and they had to resend a 2nd one. Besides the techs installing the machine improperly and burning out a motor and putting the machine down for another 3 weeks because the new one was supposedly "stuck in customs" same excuse that was used for the delay in getting the machine in the first place.
Now the issue at hand, because there is not nearly enough space here to go over all the other issues.
Since the machine has been actually running from the end of April it had a very rare, at the time, problem with the computer locking up and I would have to reset it manually. But, since the begining of July the machine is constantly locking up. Which means frustrated potential clients and lost rentals. Since 8/21 until today 8/30 the machine has froze 4 times. This problem was brought to UTS attention back in July, when the machine froze a minimum of 5 times, and I spoke to probably 4 different people and received as many different reasons. One person said it was the video card but he could not tell me where in the software the video card was, so he could say for sure.
Another said it was the memory, so he sent me an additional memory chip, which I installed on 8/5. The machine did not freeze up until 8/21 and it hasn't stopped feezing since, so again they do not know how to fix their own products.
Another UTS tech said that the problem is that my machine is running Windows ME and should be running Windows XP, (machines that were shipped after April are equipped with XP) mine was received mid-March, which from research, by me, XP is better for video. When this was discussed with UTS, I was told that this would be at my expense. This is completely false, if a company ships faulty equipment and then comes out with an upgrade, that upgrade is at the expense of who we purchased the product from.
In this case AED. AED has at one point gone to the extent of having an attorney contact me and offer to give me 30 DVD's to "make things right". Talk about a slap in the face. Sell a product with no hidden items required, you all know what I'm talking about, and stand behind your products and have skilled technicians to solve problems and you might have a successful business.
Until then, there are and will continue to be unhappy distributors such as myself. I know by all the emails that I receive from customers such as myself and on this website, that AED is doing a terrible job. Let's see if AED responds and fixes the problem. If they do, I will let you all know, just like I am letting you know about problems. I am not very confident based on my past 4 - 5 months experience and the fact that I emailed UTS with this same freezing problem on 8/25 and have yet to receive a reply either by email or phone. Updates to follow.
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