What do you do when you need to embed WiFi into a project really quick? You look for OEM modules – one of the best manufacturers being Digi. They make, amongst other variations, the Wi-ME, a small box that has a RTOS chip (it can be made to run Linux apparently) and the WiFi adapter, with a serial interface and GPIOs that go to your application. In essence, you can bridge a serial port to a TCP or UDP port and stream data to the internet, all without messy wires!
After looking at the ordering page, I duly contacted the spanish distributor Matrix. I needed two modules by this last Monday, and so I requested to have the devices shipped by Friday last week. It all turned out into one big mess, with vague excuses about not being able to ship due to warehouse problems, or that the proforma could not be generated – and so I could not pay, and they could not ship…to cut a long story short, I got the units on Tuesday.
It usually is not a problem to have a shipping delay, but in this case, I arranged a meeting with the mechanical engineers working on the project, in order for them to see the device and fit it into the 3D plastics project. They actually measure the parts, as they say working from datasheets can usually spell trouble, so ideally they would take them away after the meeting. Had Matrix simply said “we cannot send it until Monday”, I would have arranged the meeting on Wednesday – no worries. But, as it frequently happens, they wanted to look good, without having the solid ground under their feet to do so.
When a company makes a commitment, whatever it may be, it has to stick to it. And when the costumer calls, obviously pissed off at the poor performance and the mount of problems he has landed on, you have to be hellbent on fixing the situation. If the person answering the phone cannot handle the situation, he/she must be trained to transfer the call to someone who can.
What did I do? I emailed the CEO, Joseph Dunsmore. His email address is not published on Digi’s site, but if you look on the Management Team page, and scroll down a bit, Jan McBride’s email is displayed. It was a case of formatting Joseph’s name in the same manner as Jan’s email, send the diatribe, and wait. The next day, I got a reply from Joseph, telling me he would follow up the case with Digi’s Managing Director in Europe. Not three hours had passed, and I got a call from Digi’s top man in Spain, who was very supportive and understanding. By this time, I had been so smoothed over, that I really didn’t want to complain anymore! The conversation ended up very well, with Digi offering their full support on our development, and a visit arranged sometime next week.
Would I recommend Digi to anyone deciding about whether to use their products? Absolutely!