Zaon Customer Service?

[MacPara23]

Guys,

I wonder if anybody here had to deal with Zaon yet and could share their experience with me as I seem to be stuck and don't know what else to do...
For the ones who don't know what Zaon is, they build these PCAS units (XRX and MRX) which can help you locate transponder signals in your area and visualize any possible threats around you based on range and altitude.

I bought an unused and unpacked MRX unit on ebay in September 09. The seller also gave me his invoice (he discontinued working on his pilot license but had the unit still sitting around) which showed the purchase date to be March 09.
I registered the MRX unit with Zaon and used it successfully for about 2 months when I started to get weird readings early December. It also didn't read my own transponder which it should to determine my own altitude. So I had my transponder signal checked and it was verified that everything is fine.
That;'s when I put together a brief and accurate problem description and emailed it to their 1st Technical Support person. After a week of no response - it was around the holidays - I emailed the 2nd TechSupport person to see if I can reach him and get some advise how to proceed.
No response again. Finally, this week I called their Customer Service - outside of their office hours and left a message describing that I don't get any feedback from their Tech Support and after that I also emailed the problem description to her in the hope she could forward it and maybe let me know when to expect a response.
The MSRP of that MRX unit is $549, the XRX is almost $1500. I thought you could expect at least some motivation in getting a broken unit back on track in this price range.
I am very disappointed to say the least.

Anybody else had any experience with them here yet?

[comperini]

Quite some time ago, they apaprently quit monitoring, or participating in their own forum on their website. I've also had e-mails, and voice mails go unanswered in the past. I agree, that this is not a good way to make customers feel good about customer support.

However, I was able to talk to someone, as long as I called during hours they were actually open to take calls.

So, I'd suggest calling during the day, when they are open.

[drseti]

The bad news is that I have no experience whatever with Zaon's customer service. The good news is, I've had no need to. My MRX (purchased at Sun-n-Fun 2008) has worked perfectly for me. Great product! Sorry to hear yours is malfunctioning.

[MacPara23]

Guys,

I wonder if anybody here had to deal with Zaon yet and could share their experience with me as I seem to be stuck and don't know what else to do...

Well, I finally got some response from Zaon. After leaving messages on their answering machines without reply again, I sat down and wrote Jason, the CEO of Zaon, a letter describing what is going on and expressing my disappointment. That finally led to a call back and also my emails got answered.
So, I sent the unit in and waited for about 6 weeks. Today, I got it back and I was eager to try it out.... only to find it non-operational!
The display briefly comes up with the version number and then fades. As it looked like drained batteries, I replaced them - with no luck - and I also tried a power supply. This indicated that the unit draws about 1A at 3V shortly after being switched on. Then it falls back to 300mA when the display faded. Needless to say that it unusable, so I am going to send it back.
Seems I just don't have any luck with Zaon ...

[Pawlander]

I have a panel-mounted Monroy ATD-300 and am quite satisfied with it. Like the Zaon, it is driven by transponder replies from nearby aircraft. It gives you approximate distance and altitude relative to your current altitude. Sensitivity can be set to "far" or "near" so you can screen out the alerts for more distant traffic when flying in more congested airspace.

The Monroy does not have the azimuth guidance that the Zaon offers, but many users have had problems with the reliability of that feature, causing them to be looking in entirely the wrong direction. What Monroy does offer, however, that Zaon does not is the ability to use an external antenna. If you could use external antennas with the Zaon, I think you'd probably cure their azimuth problems.

It has often alerted me to aircraft prior to my spotting them, and it has often alerted me to potential conflict prior to being advised of them by Flight Following.

Of course, it also sounds alerts for aircraft I've never spotted, but I don't know if that is the unit giving a false alarm, or a legitimate target I just couldn't find.

Might be another alternative for your consideration.

[MacPara23]

Thanks for the alternative, Randy. The unit looks pretty much like the MRX I have but it has couple of different features, so it seems not to be identical when it comes to the inner "values".
I am also looking into SureCheck's VRX as another option.
I don't think I want to continue playing games with Zaon and just sell the MRX once it's back and verified to be working.

[drseti]

I don't think I want to continue playing games with Zaon

Can't say as I blame you, given their lack of responsiveness. I've been more fortunate; my MRX has worked flawlessly for nearly two years now. Guess I should consider myself lucky.

[Pawlander]

MacPara23:

Funny timing. Today, somebody posted on the Red Board that he has a used Monroy ATD-300 for sale for $400.

Here is the link to the thread, in case you are interested: http://forums.aopa.org/showthread.php?t=63199

If you aren't in AOPA but want to contact the seller, let me know and I can PM him with your contact info.

Randy