LabJackReviews of labjack.com

Reply from LabJackFeb 23, 2023

Thank you for taking the time to provide feedback. We apologize that you did not get a reply, but we can't find that we ever received a message. You did have phone conversations with a couple of us today so we could try and fix any outstanding problems. You have a resistance around 20 ohms and want to resolve changes of around 0.0005 ohms. We looked and discussed and agree that is beyond the ability of the LJTick-Resistance-1000, even with the T7-Pro. The circuit you have set up yourself is working well for you and improving on that would likely require a custom circuit involving at least 1 precision op-amp. Not getting a reply is never okay. Whether you use direct email, comment in offline chat, or our contact form, they all result in an email to our main support box. We respond to most emails the same day, so if you have not heard back in a day or 2 there is definitely some problem. If this ever happens to anyone please contact us again and if you don't hear back quickly get on chat or call us to figure out what is wrong with the email. We really hate that someone would ever think they contacted us and then get no reply. As of this writing, our live chat hours are Monday through Friday from 9-11 am and 2-4 pm, Denver time. Yes that is only 50% of business hours, but we find that this schedule allows us to efficiently provide real support (Colorado engineers) and never use a chat robot or overseas support.

Reply from LabJackFeb 1, 2023

Sorry about your troubles Stefan. We are communicating directly and working on resolving this as best we can, but there was a misstep on our part here. The T8 is in "Early Release" status. Most aspects of the T8 are fully functioning, but some are not. A device like the T8 with 8x 24-bit simultaneous isolated analog inputs, is needed right now for some customers, and the features that are not fully supported are not a problem for many of these customers, so we are excited to get T8s in these customers hands during the Early Release phase. We have a T8 Release Status page, but we also have a rule that during Early Release no T8 ships until someone from our engineering department has talked to each customer about their requirements to make sure the T8 is right for them. Unfortunately that last step did not happen in this case, so we have now implemented further internal rules & awareness to make sure it does always happen going forward.

Reply from LabJackJan 27, 2023

***Jan 27, 2023 Hello Leslie, Thank you for taking the time to provide feedback and I'm sorry to hear you had a less than stellar experience. Before researching your communication with us, here is some initial feedback on your comments here. We will investigate further and we will likely follow up directly and perhaps also with an update to this trustpilot review response: 1. You are using the U3-HV and found the screw terminals very convenient. ***Glad to hear they fit your needs. They are convenient and reliable for most applications, but for those that need other options we have OEM versions of our devices and most of our devices have a mix of screw terminals and cable-friendly connectors. 2. You repeat the following for 50 hours using your own Python program: Get a single reading from 1 analog input, control 1 digital output. ***Sounds routine. Many customers do the same and in fact running for years unattended is routine. 3. Your Python program crashes randomly upon getting a "zero length packet" error. ***Does not sound acceptable. There are certainly things that can cause a function call to return an error, but our driver should not cause your program/computer to crash. We will follow up. 4. LabJack's driver returns errorcodes/exceptions that the user must catch and decide what to do with. ***This sounds normal and expected. 5. Our Python examples do not demonstrate error handling. ***All our examples should check every call for an errorcode, and if there is an error, stop and show the error. I myself am not particularly familiar with Python, but will take a look at our examples and follow up. 6. You sent us example code that causes the problem for you, but did not get a response from us on what the code does when we run it. ***Not getting a response from us is never normal. We will follow up. 7. You had to put an isolator between the U3 digital output and your system to reduce the number of errors. ***If you are getting USB errors related to what is connected or not-connected to the U3, it suggests a serious electrical problem or major EMI transients. This is not a good way to operate, but can happen with some systems and needs to be tackled. Certainly Ethernet is superior, but even with the consumer grade USB port found on any computer, things can be done to help stop your USB host from having trouble. ***Update Feb 2, 2023 2. The customer quickly added error handling and the application now runs indefinitely without human intervention. 3. The crash is actually just the python example stopping and displaying an error. This is actually the expected behavior of the simple examples. 5. Some of our examples show the use of a try-except block where the user can decide how to handle errors, while other examples just stop on any error and display the error. We will add error handling comments to all examples and perhaps also show at least 1 try-except block in every example. 6. We did not run the test code when it was first sent, but we have run it now and at our office it runs indefinitely without any errors. We should have run this when first sent as it was useful for the customer to know that the problem is unique to their environment. 7. Further customer testing has shown that even with nothing connected to the U3 they get perhaps 1-2 errors a day. This is not normal and suggests the environment is particularly hostile or the USB host is not quite right. Our USB Communication Failure app note applies here.