Night Vision Pulsar Tech Support website is a joke... and nobody will return my phone calls or emails

[mikeinfwa]

I purchased a XQ38 Trail over 2 months ago.

Many issues I have with Pulsar:

1) No audio recording when review said it has audio recording

2) Website support is non existent. NOWHERE on there website does it discuss anything about the XP38 Trail and how to update firmware!!!!!!!!!!!!!!!!!!!!

3) No specs on the internal storage. I have no idea how much space i have used or remains

4) My scope will rarely connect to my computer to allow me to transfer video and pictures !!!!! ( I have 3 computers and all 3 will rarely connect to scope)

5) The micro USB cable connection is a proprietary connector.... NONE of my phone micro USB cables are compatible

6) Pulsar will not answer phone... nor respond to voice messages... nor respond to emails

7) Auto calibration setting .... scope calibrates about every 30-45 seconds causing screen freeze


Buyer Beware!!!!!!!!!!!!!!!!

 

[Tiger83]

I absolutely cannot stand companies that do not support their products. This was the main reason that I gave vortex scopes a chance, and now I'm a huge fan. I'm really sorry for your troubles, but I'm glad to hear feedback (good or bad) on these companies. You may have just save someone else a huge headache.

 

[MDM]

I'll try to answer some as I got one early too.

1) Sound - its widely known that it coming in a firmware update and was not ready at launch.
2) Firmware - Download the Stream Vision app as shown in the manual. It's free and its how you update firmware, just pair your phone to the scope and bam. Search for Stream_Vision in the app store
3) Upper left hand corner of the screen tells you how much space you have left for video and pics. I think its like 8g. Mine shows over 3 hr of video available. I don't think you could ever fill it up with pics.
4) I use the app to move stuff from the scope to phone now, but used the cord in the past.
5)Can you post a pic? Not sure what you have going on there, my cord is the standard micro usb connector that damn near every device uses except the iPhone
6)Try the Pulsar owners group and FB. There are quick to respond there as are other owners.
7)Maybe a firmware update would fix that, never heard of that problem, but that is not working correctly. Mine auto cals maybe 2-3 min apart.

 

[Victor-TNVC]

Hey Mike, sorry to hear your issues. Our sister company NightGoggles (NGI) sells a lot of Pulsar gear and like TNVC, we run interference for any and all warranty returns for our values customers as well. Email tom at nightgoggles dot com or PM me your information and we'd be happy to get you some inside support ASAP.

 

[CBDR]

Pulsar was a possible contender. NOT ANY MORE. Shell out that kind of coin and you would expect a Yes sir, I apologize and we will make this right.

 

[maxfly]

Been seriously looking at the Trail 50. Glad I came across this and will hold off now.

 

[mikeinfwa]

I'll try to answer some as I got one early too.

1) Sound - its widely known that it coming in a firmware update and was not ready at launch.
2) Firmware - Download the Stream Vision app as shown in the manual. It's free and its how you update firmware, just pair your phone to the scope and bam. Search for Stream_Vision in the app store
3) Upper left hand corner of the screen tells you how much space you have left for video and pics. I think its like 8g. Mine shows over 3 hr of video available. I don't think you could ever fill it up with pics.
4) I use the app to move stuff from the scope to phone now, but used the cord in the past.
5)Can you post a pic? Not sure what you have going on there, my cord is the standard micro usb connector that damn near every device uses except the iPhone
6)Try the Pulsar owners group and FB. There are quick to respond there as are other owners.
7)Maybe a firmware update would fix that, never heard of that problem, but that is not working correctly. Mine auto cals maybe 2-3 min apart.

Thanks for the FACEBOOK tip...

Update:

I did find support on ...... FACEBOOK.

Not where i would expect to find help seeing as Pulsar has a website and their website does not direct anyone to FACEBOOK.

Facebook support I was told the sound issue will be rectified later this year with a firmware update.

The issue with the computer not connecting to the scope was resolved by ensuring the scope was "ON" when connecting. (the manual is poorly worded)

As for the auto calibration every 30 secs... I just changed the setting to semi - auto


Another issue I ran into is when using Iphone with Stream Vision...

I can connect to scope and use the App for all its features EXCEPT ...... Check for firmware updates.

My Iphone and Ipad will NOT use data to access Internet while wifi is connected to scope! It must be an IOS setting issue because I am able to check for firmware updates when using my Android phone.

​​​​​​​Mike

 

[MDM]

I can't get the stream to work either with my iPhone. It's not something I'll ever use but I did try to do it. The sound it what they need to get working and frankly, I'm not sure what the hold up is. Check out the new throw lever mount that is in the works. Loan Star Boars on youtube has been putting the prototype through the paces.

 

[spife7980]

I was having issues getting in touch with an actual person at pulsar about a video/power output cable but Tom @ night goggles gave me a number to call and after a bit of waiting I got a guy who said that they would put on in the mail to me or call if they couldnt find one. With night goggles assistance I think I would be just as fed up with pulsar as the rest but now it seems like it might be painless aside from a missed hunt or two in the interim . THANKS TNVC TEAM!

 

[JCCinOhio]

I had some issues with an XD30 I bought last year. NGI was great getting it sorted out AND Pulsar called ME to get full details so they could understand the issues. I got a new unit in no time. So if you ask me, both NGI and Pulsar have very good customer service. This is also the first negative review I've seen on the new Trails, so maybe the OP got a lemon..

 

[hunter-steve]

Your experience if completely opposite to what I have experienced with Pulsar's customer support here in the US. They have been very responsive and when I did send in a unit they sent me a new upgraded one the next day. And I have been dealing with them for over 5 years now. I started with the N550, N750, then the Quantum hd19a and now with the Apex xd50a. The original Apex I got did not have PIP capability. I sent it in for a firmware update and they sent me back a new upgraded model.

Are you calling the Sellmark number in Mansfield Texas tel:+1.817.225.0310.. They are the ones you need to work with.