By far the best customer support I have EVER exper...

By far the best customer support I have EVER experienced!

I have two SM-AFRs, and, after getting no TX output signal out from one of them, I was merely browsing the PLX web site for documentation, when a tech support guy named Jack opened a pop-up window, and asked whether there was anything he could help me with. Within the next couple of hours, Jack walked me through on how to test and debug the device in order to locate the faulty component. I am, and have for years been quite happy with one of my SM-AFRs, and will now be sending the other one for a repair.

I have worked in IT/electronics for a couple of decades, and have dealt with at least a hundred cases requiring (HW and/or SW) tech support. The usual pattern is that you wait on the phone for half an hour, then describe the issue to someone who knows very little if anything about the technology, get your call transferred at least once to someone else who is supposed to know something, just to end up with worthless comments/advice on the level of 'Is your power cord connected? or 'Re-install your operating system'.

With PLX, however, the tech support agent Jack obviously knew the device I needed help with (SM-AFR) inside and out, and was able AND willing to guide me through all the steps needed to pin-point the defective component. As a person who has experienced all kinds of customer and tech support, ranging from utter garbage to quite helpful, I am simply flabbergasted by the amount of time and effort PLX / Jack were willing to contribute in finding a solution to my problem.