Epilog Tech Rocks! Again!

[Scott Shepherd]

I didn't say there was anything "wrong with USB" other than, on this machine, the USB port simply doesn't work. Ian said it likely was a broken trace at the connector, something that he'd seen previously with that model. Apparently, the connector needs to have better physical mounting/support to prevent cracking/breaking trace(s) where it is soldered to the board in case the cord gets yanked or someone is repeatedly clumsy inserting/removing the cable and torques the connector, etc. I haven't examined the connector, but maybe it's simply soldered to the PC board without other mechanical supports on that model, dunno.

As for USB driver problems, I wouldn't know as I've always used ethernet and been quite happy with it, but I agree, hard to imagine a good excuse for problems with a USB interface.

-Glen

Glen, no problem, I'm not suggesting you implied that, but having owned an Epilog and been told the same thing almost 5 years ago, that I needed to move to ethernet to solve a communication problem, it seems that someone would have fixed it by now. There are many many posts about people being told by Epilog to not use the USB. If people shouldn't be using the USB, here's a clue, take it out of the machine. Otherwise, fix this problem that's been going on for at LEAST 5 years. It's like calling Toyota and saying "some times my back passenger window doesn't roll up or down right", and them telling you "Well, that's an easy fix, roll down the front driver side window".

[Martin Boekers]

Dee, Brian and Ian are the best of the best. First they put up with me!
They have always led me in the right direction, and taught me about the
machines as well. I know I am a bit frazzled at times when I have an issue
as my deadlines tend to be quick and critical, yet they keep me calm and
got me up and running.

[Larry Bratton]

Dee, Brian and Ian are the best of the best. First they put up with me!
They have always led me in the right direction, and taught me about the
machines as well. I know I am a bit frazzled at times when I have an issue
as my deadlines tend to be quick and critical, yet they keep me calm and
got me up and running.

Hahaa me too. I got so frustrated the other day I thought I was gonna implode. Brain J told me.."deep breaths Larry, just relax and we'll get through this" He was right, we worked through it and got a great result with their help.

[Dee Gallo]

People can say what they want about Epilog fans being over the top, but when you have a frustrating problem and they are decent and kind as they walk you through, it's appreciated. I have also found that most of my problems are my own doing, not the machine's fault... and the techs never make you feel foolish. This must be a company policy, because it has been so since my first setup phone call to Peck many years ago for a machine that was way out of warranty.

~ dee

[Scott Shepherd]

I hope I didn't offend you Dee, if so, I didn't mean to. I think the tech support people there do a fantastic job and it shows by the fast reaction shown to people like you, and that you share with us. My issue would be higher up, in Engineering. How you can let problems stay in your product line for years and years and years and not do ANYTHING about them is unacceptable to me. Two issues- USB and encoder strip. Those 2 issues have been documented for at least 5 years, yet the machines shipping today have the same issues. That's not tech supports fault. That's engineering and senior management, and to me, that's unacceptable.

That's not an isolated critique I have for just epilog. I can name some of the same issues for Universal. There's a flaw in their driver that's been there for 3 years, even though there have been a dozen updates to it.

I'm not suggesting one is better than the other, just hoping that one day, it'll reach the tipping point and someone will fix these issues because they are brought to the attention of people on places like this. Without people mentioning things like this, it's nothing but positive feedback to them and they think they don't have any issues that need to be addressed, when all of the manufacturers have issues that need to be addressed.

[Dee Gallo]

Steve,

No offense taken here - I totally understand your position. I don't really know anything about the tech side of things, so I can't comment on how anyone can improve the machines other than to say we need a light inside the box!

cheers, dee