JPI engine monitor upgrades

[Cruiser]

I copied this from the BeechTalk forum:

 

"v3.42 brings the Google Earth functionality. To get it from JPI, you must either remove your equipment and ship it to them for the software update, or perhaps they will send you a special key with the new version...$125 (see my earlier post on this). I'm not aware of anyone who has it. If you do, please share."

 

Firmware upgrades were removed from the JPI website a few months ago, prior to that past customers could download and upgrade their units themselves. It appears JPI no longer wants to support past customers without extracting more money from them. 

 

Here is how I feel about it:

 

IF JPI thinks I should pay them for a simple software upgrade that they are giving away with new units, they have a very poor view of supporting their past customers. I guess they may think they already have our (past customers) money so they are not loosing much.

I respond to messages requesting "what should I get" queries from new buyers comparing JPI to EI. I will be sure these new buyers know how I feel. 
Reinstate the firmware downloads on your website for past customers.

Maybe you feel the same way.
Copy the above message (modify it if you wish) and send it here:

sales@jpitech.com

[flyboy0681]

As a software writer all I can say is: it really depends.

 

If 100% of the units sold in the past could be updated by the owner without any problems, then I would say yes, they should continue to offer the updates for free. However, the moment a customer tries to update their unit and there's a problem which requires him or her to contact JPI for support, then all bets are off. The customer may feel alienated if JPI wants to charge the customer (who may have bought the unit a decade ago) a per minute phone support fee to help them get it going again - if they can get it going. As we all know, software can be very fickle and once a botched update takes place it may be very difficult to restore the unit to the older version. Keep in mind that JPI is "giving it away with new units" because those new units are still supported and the software interface is predictable.

 

Just my 2¢ worth.

[Bob]

I was watching very close as JPI removed the software update downloads.  It was not about getting money from the customers, but rather a software technical issue!  But if I was not close to this one, I may also question their real purpose.

 

I will keep it short but share the accurate facts and not speculate at this time:

I talked to JPI about an error on my unit and was instructed to download and perform an update.

A couple days later, I downloaded the update for my JPI 830

2 days later the update was no longer available on the website.

My update failed and I lost the option to record the data.  The unit worked properly, but no data logging.

I contacted JPI and was questioned about how I got the download.  It was like a mini interrogation.  I felt like the tech was a little frustrated, but was also professional at the same time.

I  was nicely asked to send it in and was told that they will complete the update and do a equipment check at no charge.  My unit is 3.5 years old and out of warranty by 6 months.

I did pay for the shipping to JPI and They paid for the update and shipping back.

After reinstalling, the unit is working properly and includes the Lat & Lon & altitude logging.

 

Now for speculation based on conversations with JPI:

In my opinion, it is very likely that JPI made a bad software update available to it's customers.

I believe it was available to download for a very short time.  My guess would be 2-4 days.

The update would work on some units and fail on many others.  About 30% worked and 70% failed????

However, I don't think many units were effected due to the short 2-4 day availability.

I guess I just got lucky!  LOL!

 

JPI handled my case in a very fair and professional manner and I feel that they have corrected the problem as I would expect.

So I paid for shipping one way and received the additional logging benefit.

 

Hope this helps!

[Cruiser]

Flyboy0681, sorry but it is not that hard to write a routine to check the status of the unit and return a "update cannot continue" notice if it is not compatible, Installer programs do that all the time for application software. Besides, JPI states on their website "The new feature is available on all instruments EDM-730/830/900/930/960. A software update is all it takes to add it to the older EDM's" a little misleading unless six months is "older" since my April/2013 EDM830 does not have it "available" Besides, I don't think JPI considers themselves a software company. They sell hardware and provide software to operate it. It is not like they are giving away their product.

 

Bob, it sounds like JPI did the right thing for you. If you followed simple instructions and the failure was in the upgrade package they offered, JPI should be responsible. Either way, poor programming or poor design, it is not a customer issue. In this electronic age, supporting your product with firmware upgrades is pretty much standard practice. If JPI quality control fails to properly validate their programming, should the customer be penalized?

[flyboy0681]

Flyboy0681, sorry but it is not that hard to write a routine to check the status of the unit and return a "update cannot continue" notice if it is not compatible, Installer programs do that all the time for application software.

 

Sorry, I don't agree. I have a dead (older generation) iPod in my drawer because it won't accept a software update. As a matter of fact, something happened in the middle of an update for which it can't recover and now it won't get past the first step. Under your scenario, iTunes should have checked ahead to make sure it could complete the task before it actually attempting it. I have experienced this with other products over the years as well and I think I speak for some here who have tried to upgrade Windows only to find that the upgrade process stalled in the middle and they couldn't get past the problem. How many instructions have we read over the years that state  "do not disconnect" during the update process, especially upgrading a PC BIOS?

[N601RX]

It's really not that hard to do. All of the products I design have the ability to field upgrade the firmware. The memory is divided into 3 segments, boot loader, app1 and app2. If the current firmware is running in app1 space, the new firmware is copied into app2 space and vis versa. When it finishes loading the new firmware, it tries to boot from app2. If the process is interrupted, it is unable to run or the watchdog detects a hang up, it just goes back to app 1 and continues to operate normally. The customer can then try again. We manufacturer about 6 million units per year and I'm not aware of a unit being hosed up by a upgrade.

However if you are having to erase the old program to make room for the new one, then all bets are off. Flash memory is cheap.

[M016576]

Most of you guys know- I've been a fan of my JPI EDM 830 that I had installed in my last plane in 09. Part of the reason why, was due to the ability to upgrade the unit without paying garmin prices (200+ bucks for a GPS software upgrade?! Give me a break!)

The decision to remove the firmware upgrades from the website and start charging is a real detractor to me. I'm now in the market for another engine monitor, and where two years ago it would have been a no-brainer- now I'm looking at other options.

[PTK]

Pardon me folks, but I just don't see why this software update is such a big deal.

I don't need JPI to show me my path over the ground. I need it to monitor my engine and that's it!

If I'm missing something please educate me!

[M016576]

It's the principal of the matter.