Iāll be honest here. I make a lot of money off Emlid products for my business. All my fieldstaff use them, all our aircraft have them installed and we have done this for these reasons: support, affordability, accuracy, ease of use and reliability.
Over the years, Emlid has grown from just 2 guys in an apartment to a major player in the GPS and autopilot market. Yet they still have retained their opensource attitude and eagerness to develop a support structure similar to that that is found on this forum. They now serve thousands of clients, not just in the hobby field but now commercial enterprises too.
They may not be the most communicative about what goes on behind the scenes, but this is not any indication of them ignoring requests or complaints. Trouble shooting GPS issues is extremely difficult. Everyone has a different level of experience in using GPS at survey grade level, every environment is different in terms of available constellations, signal noise and the hardware used to transfer corrections, solutions and even operate the units can vary enormously. Just because you are not getting a solid fix may be a result of any number of factors, especially if the correction workflow has some 3rd party method.
Thus, Emlid has implemented a sound routine for trouble shooting issue that may arise. The workflow of asking for any available logs and system report will help them assist you to get back to a working state as soon a possible. From that they can determine if your issue is user based or is indeed an issue that will affect others. I will admit that I have had issues in the past that I was convinced was a device issue but upon submitting the logs, it was realized that I had made some mistakes in my setup.
Over the years, we have found that while offering a professional service to your clients, we need to maintain that professionalism within our organisation.
That means that if a component or service is working, we ensure that it is before we mobilize. If a firmware update is issued, we test that our before committing to any task that involves an inconvenience, cost or delay to the client. This is crucial as it means you can now enter the work-site, confident in your equipment and focus on the job at hand.
As mention above, Emlid has offered to assist (as they do to any of their clients, not just those that make the most noise). They know their product better than anyone else and are far more qualified to make a call on whether or not there is a user, unit, software, hardware or firmware issue. This is how they operate and have assisted many cases in this fashion. But in order to assist, they do need as much information as possible, hence the request for logs, equipment setup, etc.