Maxview Crank up, not so good in the wind. Forums

artona · Moderator

Hi Jim

Just been chatting to Shane. He is at work until tonight but I do believe he will post then

stew

Snelly · Eastern Rally Co-ordinator

Firstly, sorry for my delay posting, I was sent the email from Maxview at 0855 today, but due to work commitments i've only just been able to post.

Im sure the following email should answer the issues brought forward and show Maxviews pledge to continued customer care.

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EMAIL RECEIVED TO SHANE at SNELLYVISION 08:55 06/12/07

We have read all the posts carefully and with interest, and would make the following comments without prejudice.

Prior to 2005 , Maxview received a number of complaints from owners of the B2590 Crank Up satellite system having a problem with the lock sticking either on or off. We introduced a 'Brake Mod Kit' in March 2005 as a send out pack to any customers who complained
I mention this at the outset, as I do not wish you, or your customers, to think Maxview have ever ignored any design issues or problems.

Since the update we have received only 3 complaints regarding the brake. All of them in the last week!
If you consider that, since 2005, many hundreds of Crank Ups have been fitted to many types of vehicle across Europe (and some further afield), we cannot consider 3 complaints to constitute a design fault.
Having said that, one unsatisfied customer is one too many, and we will always do everything in our power to resolve customer issues.

While the forums often provide interesting reading, we do not as a company have the time, or manpower, to monitor the hundreds of forums which relate to the many and varied products we manufacture and supply.
However, having read the posts on the thread you forwarded to me, I would like to comment on some issues raised.

The B2590 instruction manual states "if high winds are forecast, lower the dish into park mode". To our knowledge, no manufacturers of roof mounted satellite systems state a minimum or maximum wind speed at which it is safe to use their system. Certainly, Maxview have never stated in advertising, or anywhere else, that the B2590 would stand winds of up to 65mph!

We have tested mesh dishes and have found no significant difference in performance regarding wind resistance.

As stated in a couple of posts, surely it is far preferable for the lock to slip a little, than permanent damage be caused to either the satellite system or motorhome. Obviously, once the lock is heard to slip, and preferably before, the system should be parked.

We do not consider the B2590 an inferior product, or a compromise. It was designed as an economical, and easy to use, alternative to fully automatic systems, and we believe it to be the most popular manual roof mounted system in Europe. We would also proudly point out - designed and manufactured in the UK

If anyone is worried that their B2590 has a fault of any nature they should ring our helpline on tel: 01553 811000.

Regarding the three reported brake problems. Normally we would ask that the vehicle is taken to the original installer of the system or our Head Office in Norfolk, and providing it is still covered under our two year warranty, any faults not relating to misuse or fitting will be corrected at our cost.
However, in these three instances, we will gladly arrange for a Maxview representative to inspect the system and installation, anywhere in the UK and at a time convenient to both parties. Again if still under warranty, we will of course repair or replace any parts found to have manufacturer faults. I will ask our customer service department to contact the parties concerned

We strive to make the Maxview reputation for product quality and customer service second to none. Indeed, reading other comments about Maxview on this and other forums, all are positive.

I hope this appeases anybodies worries or concerns over Maxview products in general.

Finally, whilst forums are an excellent source of information and comment, hopefully anyone who has a problem with a purchase, in any field, leisure or otherwise, would always give the supplier or manufacturer the opportunity of response before publically posting any potentially damaging or inaccurate comments.

Kind regards

ScotJimland

Thanks for posting Shane.. and thanks to Maxview for responding.

The gist of the email is that there is no design problem and there is no plan to change or improve the brake mechanism.

The point made that it's 'better to slip than damage' is a fair comment but I contend that it slips long before any damage would ever be done to the dish or the motorhome and that a stronger brake would be an improvement, not a liability.. this is only my opinion.

In an earlier post I mentioned 65 mph winds, I retract that statement, I can't recall where I read it but am clearly mistaken.. (it may have been another system I was looking at,) it is not in the Maxview specs.

Conclusion:
The dish performs well, it is easy to use and align but IMO would be vastly improved by a more robust and stronger braking mechanism.

Snelly · Eastern Rally Co-ordinator

wakk44

Thanks to Maxview for their response and also to Shane for the input.I would like to make a few comments about the crank up,firstly it is an excellent,well made and designed product that works very well in normal wind conditions.However as I said in my first post my dish is moving in winds of around 25-30mph.

In my opinion this is not good enough,yes I know the UK is a very windy place and the lock mechanism needs to move to protect the m/home roof and also the dish from damage in extreme conditions(rather like a fuse in an electrical circuit as spykal said)but surely it should be ok to use in moderate winds.

Maxview said
''Finally, whilst forums are an excellent source of information and comment, hopefully anyone who has a problem with a purchase, in any field, leisure or otherwise, would always give the supplier or manufacturer the opportunity of response before publically posting any potentially damaging or inaccurate comments ''

My comments are based on using the crank up since installation un Jan.this year and are accurate,they may be potentially damaging but are certainly not inaccurate.I also mentioned this problem to my supplier and installer LCS Autosat at the Newark Spring Fair this year so there has been ample opportunity for a response.

I am one of the ''maxview 3'' that complained this last week to their customer service dept. via e-mail,this was sent on 3 Dec. as yet no response and they have my home phone number.

To summarise I agree totally with Jim when he said ''The dish performs well, it is easy to use and align but IMO would be vastly improved by a more robust and stronger braking mechanism.''

Steve

ScotJimland

DABurleigh

Is it too much to hope that Jim is now in receipt of an email from Maxview apologising for, and explaining, their lack of response to customers' electronic communications, a functionality that Maxview themselves decided to offer customers, but apparently not support?

I noted they have read all the posts but did not acknowledge this aspect.

"... we will always do everything in our power to resolve customer issues."

Really?

"While the forums often provide interesting reading, we do not as a company have the time, or manpower, to monitor the hundreds of forums which relate to the many and varied products we manufacture and supply."

That is appreciated, but you really ought to read customer emails!

"Finally, whilst forums are an excellent source of information and comment, hopefully anyone who has a problem with a purchase, in any field, leisure or otherwise, would always give the supplier or manufacturer the opportunity of response before publically posting any potentially damaging or inaccurate comments."

Which comments do Maxview think inaccurate (I can't see any) and to whom do they consider them damaging? If to Maxview, maybe if they responded to customer emails in the first place the customer opprobrium that is fuelled might be less damaging to them......

Come on Maxview, it isn't rocket science. Either withdraw the ability for customer communication via the internet or simply answer them!!!!

Dave

wakk44

Heres an update on the crank up situation;

I had a phone call this morning from the Maxview northern area manager Phil Newbury who asked if he could come round this afternoon and check the installation.He arrived at around 2.30 and after a quick inspection found that a washer inside the crank handle mechanism had slipped and allowed the whole crank handle assembly to lower slightly,become disengaged and so allow the dish to move off vertical elevation slightly in moderate winds.

It was rectified in 10 minutes and the whole mechanism now has a more solid feel to it.Possible cause could be me pulling too hard downwards on the crank handle when turning,I am a bit heavy-handed.So make sure when turning the handle not to put any downward pressure on it.

My problem is different to the other 2 reported as it was affecting the vertical elevation,I believe that Jim's crank up and the other one are both being blown off the horizontal(azimuth)elevation.

We had a discussion about the crank up's capabilities in the wind and this thread in particular.Maxview are of the opinion that the crank up is a good product with no inherent faults and are keen to investigate any problems that are reported to them.Phil pointed out that of the total crank ups sold in the UK and abroad only 3 have registered a complaint,and now mine is sorted out that is down to 2.

Obviously they cannot quote a windspeed when the dish should be retracted,neither will any of their competitors but common sense should prevail here,my personal opinion is when the m/home starts rocking and the picture breaking up it is time to dock the dish.I have the original fitted status omni-directional aerial on the roof of the m/home which I revert to in extreme conditions.

Maxview customer service is impressive and they are determined to correct any faults and misconceptions that customers may have.ScotJimLand was mentioned and I believe the southern area manager will be getting in touch soon to investigate his problem.Good luck Jim!

Steve