General > General Technical Chat
Honeywell - banned for life over customer firewall
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nctnico:

--- Quote from: tszaboo on December 23, 2023, 10:10:39 pm ---
--- Quote from: harerod on December 23, 2023, 08:39:00 pm ---Reminds me of my current experience with Honeywell:
https://www.eevblog.com/forum/projects/mno2-mno2b-medicels-looking-for-docu-mtoxops-pdf/msg4861070/#msg4861070
Honeywell never replied to me or my client, although the client keeps trying. Our forecast is 10k units, one cell goes for €80 AFAIK. In the meantime I got one sample on my desk and did some measurements on it. After the holidays I will drive test equipment from my lab two hundred kilometers to a lab with calibrated gas sources, to confirm information that Honeywell should have at hand. My client also would instantly replace those cells, but we can't find anything else that would fit their requirements.

--- End quote ---
I honesty don't know how to approach these large industrial conglomerates. Let it be Honeywell, Vega or Siemens, Henkel and the list just goes on. It's like talking to a wall, with a wall you sometimes get an echo.

--- End quote ---
Maybe it is a matter to just make phone calls until you get to the right person. Back in the old days I needed information from Philips every now and then. So I went to the toilet, filled a mug with water and spend that next 1 to 2 hours dialing (using a rotary phone) until I got the right person on the phone.
harerod:
nctnico, I'd love to solve this issue with an old fashioned phone call.
I am open to suggestions as to which number to dial.
The whole story sounds rather surreal:
- my client buys large batches of those sensors directly from the manufacturer. Since they have special requirements, each cell is hand picked and comes with its own calibration certificate
- that client doesn't know and doesn't get any information regarding who to ask about such a triviality, like a document that is integral part of the product specification (they are still trying)
- I couldn't believe that myself, so I did my own research and eventually started this thread:
https://www.eevblog.com/forum/projects/mno2-mno2b-medicels-looking-for-docu-mtoxops-pdf/msg4861070/#msg4861070
- before that I searched hi and lo on the interwebs
- I used my existing support account with Honeywell - no answer at all
- their chat bot isn't useful (big surprise)
- I couldn't figure out any useful telephone number. The local branch is supposed to be in Britain, but at this point I'd call anywhere on the planet

- my current status is that I set up one of those sensors in my lab and did measurements. The results don't match the bit of information (from the datasheet) that is available to me, so I will have to pack that setup into my car and take it to a lab that can provide calibrated gas concentrations (50..500pbb, can't give details at the moment). The whole affair is idiotic, we are building medical devices here, not Arduino maker projects (nothing against those)
tszaboo:
It sounds entirely similar to my experiences. I don't make the purchase decision. Can I connect component X to the system I designed, will it function, is it safe? No I don't have a customer account, an order number. Sometimes all I have a blurry photo of the type plate. But that's fine, because the specialist for the help is on 3 weeks leave, doesn't have a replacement, and even if he would be in the office, doesn't pick up the phone. And if he does, please write an email, that's easier to ignore.
madires:
A possible way for escalating the lack of support/documentation is to talk to the sales department. Explain the situation and how much revenue is involved, and tell them that they might lose a customer. If this doesn't help email some C-level executive. And if that also fails then they clearly don't care and your response should be to never ever buy anything from them again.
thm_w:

--- Quote from: madires on December 27, 2023, 06:05:59 pm ---A possible way for escalating the lack of support/documentation is to talk to the sales department. Explain the situation and how much revenue is involved, and tell them that they might lose a customer. If this doesn't help email some C-level executive. And if that also fails then they clearly don't care and your response should be to never ever buy anything from them again.

--- End quote ---

Well that is one of the key facts. If we are talking <1,000 units the company might not be making enough to justify caring. It sucks but isn't it logical?
Though the mention above of 10k units should at least deserve a response..
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