FlightScope Mevo+ / Great product, terrible service?

[qvams]

I'm writing this to find out what other people think of Mevo+ and flightscope service.

We are a group of guys from Norway who decided to start a simulator project so that we didn't have to use the first two months of every season learning how to hit the ball again.
We used a lot of time searching the internet for budget solutions. We first tested the SkyTrak, but we did not have a good experience with that device. It constantly lost connection with ipad/iphone, laser stopped working and the general data felt wrong. When hitting a big slice, skytrak would give us a small hook.. We could have been testing a faulty device, we don't know.

We decided to go for the FlighScope Mevo+. We also bought the TGC 2019 license (about $1000).

It took months from ordering (and paying) for the device before it actually arrived at our location. We have a pandemic so we had no problem with this "problem".
But we got a bit worried when we payed for the order and we did not get any information about order status/shipping status. We did not even get a receipt.
We constantly had to send them email asking for status and reply time was 7 days+.

When the Mevo+ arrived about 15-16 days ago, we where surprised to see that our TGC software was not included in the package. When sending them an email, and another 7 days waiting, we got a reply saying that "They have so many licenses to send out that it could take a few days, up to a week before we got our license". Now, 16 days later, we are still waiting for our license. Since the reply time is 7 days+ we ask 3-4 questions (setup, problems with putting etc..). They answer like support usually answers, basic stuff. But our question about the license is ignored.

Yesterday I looked them up on facebook and asked my question there also. A quick look at the comments I could see that I'm not the only customer having issues with them.

What is your experience with flightscope? Do you think this service is acceptable?

I have to add that hitting shots from 18 meters and up works perfectly. I am very impressed with the performance. I'm no expert, but when I feel like I hit a hook/slice it is confirmed on the screen every time. I also think the E6 software is pretty good. Our only problem is chipping 10-12 meters or less and putting in general. We had to set the computer decides on putting since we have putting problems and from 15 meters+ it always gives us 3 putts.. come on! Overall we are satisfied with the hardware, but I have a hard time recommending flightscope to anyone based on the service they provide. It doesn't help that I get a ton of emails from them about more things I can buy..

[T1UP]

I’ve also heard their email response time is terrible. But I’ve had nothing but good experience calling them. I’ve never been put on hold and the CS reps have always been polite and helpful each time I’ve called.

[Gresh12]

I’ve had my Mevo+ since February and it’s my first FS product.

In mid to late Feb they were very responsive when I was coordinating where to have it shipped. I’d originally given my home address in Canada but I was going to be in Florida right around ship date which was under an hour from their facility so they helped me change location last minute. They also kept me informed on status as based on what they told me and my serial number I think I got the third last unit of my batch and I got it right before pandemic disrupted everything.

I have emailed a few times along the way on tech support and they’ve not turned around a response in 24 hours but always heard back within a few days (this was during pandemic). I talked to them twice as I was having spin axis issues and they were great about working with me and were on the phone with me once for about 1.5 hours.

I’m wondering two things, the first is whether you’re contacting FS directly or a reseller partner in Norway. I may be mistaken but I didn’t think FS sold TGC directly so maybe you’re working with a reseller who wasn’t super responsive? Second, they aren’t a huge company and in a pandemic they had a new release product that turned out to be very high demand. I’m guessing they have lots of people waiting on devices and emailing sales about when it will ship and for a good while I bet they had a rough guess at best based on lockdowns and part availability. I’m sure they could have build a better system if they put energy to it whereby they gave everyone an order number and periodically updated where they were in the order numbers but at release they estimated 3 weeks (mine came in 3.5 weeks) and probably never thought they’d need a system due to being backlogged. I won’t bore you with the details but I ordered a guitar amp early in pandemic and similarly to Mevo+ For some people for months there was no updates or information on something that was coming in 2 weeks if I recall. I think a lot of companies were scrambling to get things out and focused time on getting them built/sent instead of upgrading information channels for people Waiting. I’m not saying that’s necessarily a good call for keeping the customer happy whose waiting but I’d be willing to cut companies slack based on what’s happened in the world the last 6 months on responsiveness to non-critical emails.

[tinker812]

agree - phone calls seem to work better than emails with customer service

lots of advice on putting and chipping with the mevo out there. i'm pretty convinced that the mevo has trouble differentiating the moving club head from the moving golf ball on putts and short chips, so getting the club head out of the way of the ball is your best chance at semi-realistic shots. keep putter head low, short/no follow thru on chips and putts, bump and runs instead of flops all have helped me. putting slightly up an incline has been reported as useful. i just read somewhere that using super slow stimp may help putting as well. the other thing you can do is chip instead of putt, even when on the green. i've had a zillion 4 putts on long/sloped putts.

with e6, you can select "player decides" and come up with your own rules for what constitutes a 1 putt, 2 putt, and 3 putt. for example, we've done 10 foot 1 putts, every other 20 foot putt is a 1 putt, etc With "computer decides," have had my heart broken more than once after a 20ish foot three putt when on par 5 in two, but it certainly speeds up a round.

[qvams]

Thanks for your posts. I'm trying to be a "good customer" and I'm trying to stay patient, but I have to say that, to me, this looks like strange behaviour. I would think that the hard part would be to send the unit, not a software license payed for in June. TGC was bought on the flightscope website along with the Mevo+. Mevo+, TGC and 1000 metal stickers. No resellers involved in the process. I guess we could try calling them but, living in Norway, it could be an expensive process. I guess we just have to stay patient and hope for the best. If it was just for me, I wouldn't care so much, but we are going to rent out the simulator room, so we lose money every day on the strange delay. It would be hard renting it out when the only license we have for E6 is locked to one iphone. But, again, thanks for your posts. A bit more optimistic now.