Hue LLCReviews of zipscanners.com

Response from Hue LLCJul 30, 2017

Hey Ruth Fuller, We reviewed your history on our record system and we found out you placed the order last July 22 for TRX-2. You gave us a call July 28, saying you want to return the scanner because your husband cannot use it anyway as he has a pace maker. Your husband said he just read it from a book that having a pace maker means eliminating scanner as well. We told you on our convo that we will send you the complete details of the return instructions through email. As to give satisfaction to customers, we process their request. We appreciate if you give us a call if you need more help.

Response from Hue LLCJul 18, 2017

Ron, We sent you email instructions on how to troubleshoot your scanner. We waited for your response but we did not get any response from you. We received missed calls from your number today and we've been calling you for follow up to fix it, but it seems you are not picking up your phone. We highly appreciate if you will follow the instructions first on the email we sent and please answer our calls for fast resolution. We are your friend and we want to help you. Please contact us through email or phone. We are open from 12PM-8PM CST.

Response from Hue LLCJul 10, 2017

Hello Katherine Howell, We reviewed your account and it shows that you gave us a call 3 times. First, you called saying that the programming we did is not working and we advised you to do basic trouble shooting and you got few frequencies now. You gave us a call again to let us know on the result of the troubleshooting you did but it looks like your 911 is not working well. We advised you to move or do the scanning from one place to another since you are using your TRX-2 scanner inside the house and you said you get additional frequencies. You gave us a call again and informed us about the result as you said that you missed again those frequencies and we realized that there might have issues with reception. We advised you to use a centerfire antenna instead since you are using your base scanner at home. You need to have a centerfire antenna since your area have reception issue. We spoke to you and informed you that our technician currently is working on some stuff and we created a ticket for your issue about 911 but then we cannot provide an exact time when they will call you. We gave you a time frame of callback from us within 24-48 hours and we will get back to you with the solution. We hope you understand that we are also tracing the errors on your reception especially updates of frequencies or issues from 911. We always make sure when we get back to you we have the answers. Yes, you are covered with our lifetime technical support and part of that support is to provide you quality solution on every issue you encountered.

Response from Hue LLCAug 14, 2017

We refunded you in full after determining the scanner was defective. We tried to go above and beyond to solve the problem. While I get you are upset that the scanner did not work I am not sure what we could have done differently. We programmed and sent 3 additional SD cards to try to solve the issue. Once we determined it was not a SD card issue we paid for shipping back to us. We kept you informed throughout this process and tried the best we could but unfortunately there was an issue with the scanner which we could not have determined before shipping to you.

Response from Hue LLCJul 10, 2017

Hi Ron, Sorry about tracking information not being emailed to you. I believe there may have been an issue with that specific accessory you ordered. I have contacted our warehouse and make sure that doesn't happen again. -Nixon

Response from Hue LLCJul 10, 2017

Based on the area you live in Bryon, you will not be able to receive everything. I wish that was something we could fix but it is out of our hands, If you would like to improve the rating that you gave us I would really appreciate it. Thanks -Nixon

Response from Hue LLCJul 2, 2017

Hello David Kozal, We reviewed your account and it shows that you called us few times about your order and how to upgrade the firmware. We also reviewed the phone call and notes of the representative who assisted you. We found out that the instructions given to you by our representative are all correct. How to Upgrade the firmware of BCD436HP? First you will want to download the latest version of the Sentinel software from the HomePatrol website so that you can be sure you are getting the latest firmware and database updates. (No need to pay for the software, it is free to download) Once you have the software installed, you will want to update the firmware by: 1. Connecting the scanner to the computer (USB Cable Detected Select USB mode will display) 2. Press "E" to select "Mass Storage". 3. Select the UPDATE tab on the Sentinel software toolbar and click UPDATE FIRMWARE 4. Click OK on the next window that comes up 5. Once the update is completed, disconnect the scanner from the computer to allow the firmware to apply itself to the scanner. You will see a status bar in the screen of the scanner and then the scanner will start up once more on its own. 6. Reconnect to the computer 7. Select the UPDATE tab on the Sentinel toolbar once more and click UPDATE MASTER HPDB 8. When the update is complete, select the SCANNER tab on the toolbar 9. Click on the WRITE TO SCANNER and then OK on the next window When the update is complete, you can disconnect your radio from the computer so you can set it up once more for your area. Please be informed that all calls, emails and chats are recorded for quality purposes. We also reviewed your recording and we also found out that you are not listening right to the representative and you keep on saying profanity. We won't tolerate this kind of behavior whereas, service is what we give. We always provide good service and quality on what we do. We highly appreciate if you will contact us soon if you want to know more details about your upgrade request.