I preordered the redline controller ‘upgrade’ to replace my Masso controller. I didn’t mind the wait time as I had no real issues with the Masso. My biggest complaint was having to change settings when switching between the standard setup and the rotary. I received my kit last week and the install was simple. While plugging in all the cables, I realized that I was ‘missing’ the spindle VFD cable. I contacted customer service and they informed me that it did not come with the kit. It had to be purchased separately. They informed me that the webpage stated this. I went ahead and placed an order over the phone and they assured me they would rush shipping due to the ‘misunderstanding’. They assured me that I would have it on Monday. It is now late Thursday night, four days past the promised delivery time. But that is not the biggest issue. I checked the website and this is what it stated.
“ATTN: Redline Spindle Users
This kit does not include a VFD communications cable.
If you are moving your Redlinde spindle from your BB Controller, you will need to purchase the Redline VFD Communication Cable here”
This was on the Masso upgrade page. I regret that I did not take a screenshot as further proof due to how this was handled. I contacted support again and let them know that the webpage only stated that you needed to purchase a cable if you had the BB controller. I didn’t which, now thinking about it is why I didn’t order one with my kit in the first place. Support was very dismissive about the issue only stating that it was great that I had a cable on the way and by the way I didn’t need the cable to operate the machine, I could just run the spindle manually. I am sorry but that is not the issue. They did not acknowledge the bad info on the site at all. They did however update the site after I brought it to their attention. They did not inform me of this either. They just quietly updated it. Considering what we are paying for these machines, these kinds of antics are unacceptable in my opinion. Even a simple acknowledgment and thank you for bringing it to their attention would have been 100x better than how they handled it. I ended up paying $40 for a cable that arguably should have been included and am now waiting over a week for it to get delivered. I also ordered a different component the following day and it arrived within two days. All this on top of multiple address mixups after requesting that my old address be removed from their system. Reading some of the replies to issues that are being experienced with the new Redline controller, it appears that they are more worried about covering their @$$ than providing quality support. It is rather disheartening to see a company going down this route. Who knows, maybe it is just me and I am the only one that interpreted their statement regarding this cable wrong.