Dear all.
This is Ismael from Auto-Polar, and I want to make clear that I speak on behalf of the company.
As a party involved in the case of this thread, we don't want to get into a discussion, but we'd like to give our version of the events.
First of all, we must to apologize because we know that our products are not 100% free of issues, as it happened to Baz300, however, it's impossible to be 100% sure that a box it's not damaged during, manufacturing or shipping. We test all boxes in a car before shippment, however, as I said, sometimes a unit can fail.
Appart of that, I'd like to clarify that normally when you buy a product and it's defective, most of the companys, request to send back the defective product, and then proceed to send a new/repaired one. In our case, we usually send a new unit to the customer and solve the issue, and after that proceed to talk with the custormer to return the defective unit, and it's what we've done in this case.
As I said, the first unit was defective and unfortunatelly, it caused a fault in the airbag ecu that switched on a warning light in the instruments cluster, of course, this fault was caused by a defective unit, we are completelly agree with that and there's no discussion about it. However we are not agree with the next events.
When the customer started a thread in our forum, we being to request some test to know the causes of the issue, because sometimes it's caused by a wrong tightness of connectors, or diagnostics tools connected to the OBD port during the initial start up of the box.
During theese tests, the customer said us that he think that the issue can be caused because he had changed the original gateway of his car by one modern unit, and our technicians answered that this model was supported and it's not the cause of the issue. However the user chaged to the original gateway and after that to the newer unit, then comes a new problem, he lost the AUDIO menu in the FIS screen, and directly attach this problem to the Polar FIS unit.
This was replied by our technicians, the problem was due to remove the gateway, and not related with Polar FIS, Gateway is likelly a HUB that joint all car buses, and sometimes, removing it, cause faults in communications as in this case, the customer siimply remove the fuse (as well as if you reset the RNS it will sove it) and the problem was fixed.
Also during theese test he bought a VCDS cable to erase the stored faults caused by the first unit, we never request him to buy a cable, because we knew that he hasn't VCDS cable and our intention was erase that faults from the Polar FIS once have solved the issue with the defective unit. Once again, there was no communication with us, so we can't do anything on that point.
After some days of test, we deduce that the unit or cable was defective and talked with him to replace it, directly we request him an address and proceed to send a new unit (box+cable). After receive this new unit, the customer writes us, indicating that there is a little gap between the pcb inside and the casing, which causes some movement of the pcb, which produces a small noise, and ask if it's safe to install, or if it can damage the box. Our reply was that this is safe, because it's a small gap between box and pcb, there many units with this gap, and no one user has reported us a issue related to this, however there is a warranty in that case.
Then, the customer, doesn't want to accept this box, and remember us the unit costs, sorry, but we don't think that this is a problem, a small gap smaller than 1mm. However, you can make the same with many electronic products cheaper and more expensive, shake it and you'll hear a small noise.
However, we said him if he can put a point of silicone, or change the casing and use the casing of the old unit. But he didn't want to do that, he want that we send a third unit. I'd like to indicate that we've never removed the warranty to a box for a broken warranty seal, because they're very delicate and sometimes brokes by itself, in fact, we've never refused a warranty.
At this point, we don't want to send a new box, the user still didn't confirm if this new unit is working properlly or not, and after that we've seen that he has no intention to send back the defective unit, because he is selling it, so we assume that we'll send a third box and maybe it have another problem for him, and in view of the events, we'll lose another unit. And even less when it's under threats of bad publicity (wich it has done since before reaching this impasse)
At last we think, that we've done all possible to help him from the fisrt minute, and there's only needed to see our forum. All people that want to see it only need to check our forum and see that there is no question/issue/improvement that be unanswered, and all the issues are fixed.
Best regards.
