ComplaintsforFLIR Systems Inc
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Complaint Details
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Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am looking to warranty my Insulation Tester and Digital Multimeter with METERLiNKFLIR IM75-2 seeing its not working and I dont no y I changed the batterys with all most 12 new pairs I got at the store and I did all the troubleshooting I could think of And it still wont power on and I only had a little less then a year and it was a gift from a family member that has passed away seens getting me for geting my first job in the electric field so I cant get the receipt for see the person had seens passed away hoping u could replace it this one time for seeing it means the world to me seeing the last gift that family member will ever give meInitial Complaint
03/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Formal complaint against Teledyne FLIR for ongoing issues with their Thermal Studio Pro software and lack of adequate customer support Product and Service Issues:We have invested $30,000 in FLIR's thermal imaging equipment, which is dependent on the Thermal Studio Pro software for processing. This software requires an annual subscription of $560, a significant investment on top of the equipment cost. Despite these costs, we have encountered major operational issues due to software updates approximately every two years, leading to complete software dysfunctionality. These malfunctions hinder our ability to process reports and examine thermal images, critically impacting our business operations.Customer Support Complaints:Our experiences with FLIRs customer support have been exceedingly unsatisfactory. The support team's responsiveness is far below acceptable standards, with responses to tickets taking days. It appears that the customer support is operated by a single individual based in Europe, which not only delays communication due to time zone differences but also limits the availability of assistance. Attempts to use their chat and phone support services have been futile, as these channels often result in being told that support is unavailable and to try again later. This level of service is unacceptable and not commensurate with the investment we have made in FLIR's products.Impact on Our Business:The recurring software issues and inadequate support have had a direct financial impact on our business, including the cost of idle employee time and lost customer trust. The most recent instance resulted in a loss of $800 due to two inspectors being unable to work, in addition to the damage caused by delayed reports to our customers.Given the severity of these issues and their impact on our operations, we seek immediate resolution from Teledyne FLIR. We urge an overhaul of the customer support system to ensure timely, effective, and professional assistance.Initial Complaint
04/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The **** one pro for iphone only works when connected to an iphone, their software upgrade service pushes updates to the *** app periodically. Recently it pushed a non working version of their app to my iphone and ipad. I contacted customer service and reported the defect in their update process and they claimed it was not compatible with my phone anymore. The previous version of the software was working fine on both devices. They deliberately sabotaged my device either through incompetence or something else. They claimed that the problem was with the *** upgrade, however another of their apps "***********" works fine. I requested they escalate my issue to upper management, they then said they were going to escalate the issue, now they appear to be ghosting me. If their software department uses standard configuration management practices, they can adjust the upgrade path in the app store to install the last working version of the software matching my *** version and the problem would be solved. I can then delete the software from my devices and download the last working version.Customer response
05/04/2023
If **** can provide the correct software for my iphone 6 plus, currently it installs a non working version, the **** one pro software on the app store worked when I downloaded after purchase, the app update push replaced it with non working software,
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.