I've been a user of SkyTrak since 2014 and found it to be a generally solid product. A few years ago I did have to have the battery replaced but otherwise no major trouble until this year. In early Feb, at the end of a practice session, the unit suddenly stopped working (two upper lights went dark). I engaged with a member of tech support via chat for a while but he ultimately couldn't resolve it so he passed me on to another area of support which created "a ticket". After that, I received a few automated emails saying, "Still working on it...", and then complete silence. At the end of Feb, I followed up by email to find out what was the status. No response. After a few weeks, I engaged again with support via chat to find out what was going on. They created another, different "ticket" and they followed that up a few days later with an automated "Still working on it..." email. It's been two months with no communication beyond a few automated emails! It is unbelievably frustrating for a loyal customer to be treated this way. Is the company still alive??? Has anyone else had a similar experience?
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SkyTrak was acquired by GolfTec a few months ago, they’re still working through some issues, I guess time will tell.
It seems like two lights out would be more of a repair issue than a software issue, did you ask if you could send it in for repair? -
They did just get back to me and said it needs to be repaired. Would have been nice to know two months ago, but good to have a plan finally.Comment
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A similar thing happened to me. I opened a support ticket for a failed laser curtain, and we exchanged a couple emails. But when it was time for them to issue an RMA number, instead I got ghosted. So I opened another support ticket, same thing happened. I tried a third time, same thing. This has been going on for two weeks now.
I tried direct emailing, using their website form, and calling. All attempts failed once it was their turn to issue the RMA. They simply stopped communicating with me each time.
Also, SkyTrak refuses to sell individual parts. Which is complete BS... it's not like swapping out a laser curtain is complicated. I've seen Lego sets that are more difficult to work on than these SkyTraks
I inquired about trade-ins and advanced replacement to minimize downtime, but they wouldn't answer my questions or point me in the right direction.
Safe to say SkyTrak has worse customer service than they did under previous ownership, which is actually impressive because their product support was already shockingly disappointing.Comment
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