Re: Defective X32!!
20k+unit sales shipped already is respectable for such a new product. Congrats.
JR
20k+unit sales shipped already is respectable for such a new product. Congrats.
JR
Defective X32!!
- Thread starter Mike Davis
- Start date
Re: Defective X32!!
Just FYI I got my defctive X32 changed by the German dealer. Had an issue with DCA fader #8
and a bad painted housing:
The new desk came DOA with a few non working LEDs in the channels:
My S16 has an issue with the display as well (SHOULD show "I" but only has the upper half)
Happy New Year.
Henry
Just FYI I got my defctive X32 changed by the German dealer. Had an issue with DCA fader #8
and a bad painted housing:
The new desk came DOA with a few non working LEDs in the channels:
My S16 has an issue with the display as well (SHOULD show "I" but only has the upper half)
Happy New Year.
Henry
Re: Defective X32!!
Hi Henry,
Sorry for the troubles you are having.
While this is unfortunate, be assured we will make sure you are 100% satisfied with your purchase.
I have alerted Chase McKnight as well as Patrick Ferdig, who will be reaching out to you to get this sorted out.
I will sent you a PM with my direct cell phone number if I can assist further in any way.
Happy New Year as well.
Best
Joe Sanborn
Manager, Channel Marketing
MUSIC Group
BEHRINGER
Hi Henry,
Sorry for the troubles you are having.
While this is unfortunate, be assured we will make sure you are 100% satisfied with your purchase.
I have alerted Chase McKnight as well as Patrick Ferdig, who will be reaching out to you to get this sorted out.
I will sent you a PM with my direct cell phone number if I can assist further in any way.
Happy New Year as well.
Best
Joe Sanborn
Manager, Channel Marketing
MUSIC Group
BEHRINGER
Re: Defective X32!!
Well, I soundchecked with the x32 at the club I'm working this weekend. As long as I don't bump it, it should be fine. It doesn't take much to get it to exhibit it's strange behaviors. I firmly believe there is just something loose inside. I've been in contact with Chase & it's headed back to Vegas next week. Hopefully I get through these two nights with no issues.
Well, I soundchecked with the x32 at the club I'm working this weekend. As long as I don't bump it, it should be fine. It doesn't take much to get it to exhibit it's strange behaviors. I firmly believe there is just something loose inside. I've been in contact with Chase & it's headed back to Vegas next week. Hopefully I get through these two nights with no issues.
Re: Defective X32!!
Thanks jack. My old soundcraft spirit will be right outside in the van if needed...
Thanks jack. My old soundcraft spirit will be right outside in the van if needed...
Re: Defective X32!!
Dear all,
Thank you for your comments and please allow me to respond.
We are indeed sorry for any defect our customers experience and we fully understand the frustration that comes with it.
Be assured that we are committed to help everyone as quickly as possible, no matter if it is a US$ 10 pair of headphones or a US$ 3,000 mixing console.
We have greatly invested in excellent product specialists and service technicians as well as in our new Care Centers in Kidderminster UK and Nevada US. Those state-of-the-art facilities not only serve as service centers but also as spare part depots. Feel free to visit us as we’re more than happy to show you around.
I like to mention that I am very proud of our teams who truly go out of their way to help, even sometimes on weekends and holidays as you see from the posts.
While we are committed to provide the best possible customer experience, unfortunately defects happen and and they happen in any industry and with any brand. However we are here to help wherever we can and we are also very grateful for any feedback we’re getting from you to further improve our customer experience.
With our massive US$ 20 million investment in our state-of-the-art manufacturing facility last year, our product quality has gone up tremendously and based on feedback and statistics from our largest customers such as Thomann in Europe, our overall product failure rate is now around 0.5%, in line with some of the best manufacturers.
As a direct result, we introduced a 3-Year Warranty Program at the beginning of 2012. This program includes any of our products, even a US$ 10 pair of headphones.
Defects can have multiple reasons and those are not only related to design and manufacturing.
Allow me to give you some examples:
Even though we design our packaging based on international standards which include drop tests etc., at times we are experiencing defects caused by inappropriate transportation handling, often not visible as first glance.
Our Care facilities recently received a couple of X32 mixing concoles for repair where customers reported defective faders. When we opened the units, we found liquids inside which someone had spilled in.
Every product that leaves our factory is fully tested and would have never passed the conditions reported here.
Before we jump to conclusions, please allow us to get those products back for further investigation so we fully understand the root causes.
Thank you for your support and I wish you a blessed 2013.
Warm regards
Uli
Dear all,
Thank you for your comments and please allow me to respond.
We are indeed sorry for any defect our customers experience and we fully understand the frustration that comes with it.
Be assured that we are committed to help everyone as quickly as possible, no matter if it is a US$ 10 pair of headphones or a US$ 3,000 mixing console.
We have greatly invested in excellent product specialists and service technicians as well as in our new Care Centers in Kidderminster UK and Nevada US. Those state-of-the-art facilities not only serve as service centers but also as spare part depots. Feel free to visit us as we’re more than happy to show you around.
I like to mention that I am very proud of our teams who truly go out of their way to help, even sometimes on weekends and holidays as you see from the posts.
While we are committed to provide the best possible customer experience, unfortunately defects happen and and they happen in any industry and with any brand. However we are here to help wherever we can and we are also very grateful for any feedback we’re getting from you to further improve our customer experience.
With our massive US$ 20 million investment in our state-of-the-art manufacturing facility last year, our product quality has gone up tremendously and based on feedback and statistics from our largest customers such as Thomann in Europe, our overall product failure rate is now around 0.5%, in line with some of the best manufacturers.
As a direct result, we introduced a 3-Year Warranty Program at the beginning of 2012. This program includes any of our products, even a US$ 10 pair of headphones.
Defects can have multiple reasons and those are not only related to design and manufacturing.
Allow me to give you some examples:
Even though we design our packaging based on international standards which include drop tests etc., at times we are experiencing defects caused by inappropriate transportation handling, often not visible as first glance.
Our Care facilities recently received a couple of X32 mixing concoles for repair where customers reported defective faders. When we opened the units, we found liquids inside which someone had spilled in.
Every product that leaves our factory is fully tested and would have never passed the conditions reported here.
Before we jump to conclusions, please allow us to get those products back for further investigation so we fully understand the root causes.
Thank you for your support and I wish you a blessed 2013.
Warm regards
Uli
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Re: Defective X32!!
WOW! Big time issues tonight. Volume up & down in the mains & subs. DCA's not resetting to original position when changing pages as well.....
WOW! Big time issues tonight. Volume up & down in the mains & subs. DCA's not resetting to original position when changing pages as well.....
Re: Defective X32!!
Since the console had problem already why did you use on your gig? I would never do this with any equipment.
To me sound like connector not fixed. Have you asked technician to look inside?
Louis
Since the console had problem already why did you use on your gig? I would never do this with any equipment.
To me sound like connector not fixed. Have you asked technician to look inside?
Louis
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Re: Defective X32!!
Yes, I probably should have gone with my analog gear, but I got through it & the "seat time" with the new board over the weekend was invaluable. Chase will be sending a call tag for this board & I have the highest confidence that they will repair it & when I get it back it will work flawlessly......
Yes, I probably should have gone with my analog gear, but I got through it & the "seat time" with the new board over the weekend was invaluable. Chase will be sending a call tag for this board & I have the highest confidence that they will repair it & when I get it back it will work flawlessly......
Re: Defective X32!!
Dear Lance,
First off, I wanted to apologize for the issues that you encountered with your X32. I can assure you that once it is received by our staff in Las Vegas, it will be repaired quickly and tested thoroughly to insure all issues are addressed. If you ever have any questions or if there is anything else we can do for you, please do not hesitate to reach out to us directly at 702-800-8290 or you can email us at [email protected]
Best regards,
Pat Ferdig
VP, Care
MUSIC Group
Dear Lance,
First off, I wanted to apologize for the issues that you encountered with your X32. I can assure you that once it is received by our staff in Las Vegas, it will be repaired quickly and tested thoroughly to insure all issues are addressed. If you ever have any questions or if there is anything else we can do for you, please do not hesitate to reach out to us directly at 702-800-8290 or you can email us at [email protected]
Best regards,
Pat Ferdig
VP, Care
MUSIC Group
Re: Defective X32!!
All boxed up & ready to. Thanks so much for the concern of the Behringer group....
All boxed up & ready to. Thanks so much for the concern of the Behringer group....
Re: Defective X32!!
Lance, did you have to pay shipping to Vegas repair center?
And, how did the repairs come out?
Lance, did you have to pay shipping to Vegas repair center?
And, how did the repairs come out?
Re: Defective X32!!
They paid to have it shipped to Vegas. Haven't heard back from them yet. I'll keep you posted.
They paid to have it shipped to Vegas. Haven't heard back from them yet. I'll keep you posted.
Re: Defective X32!!
Got the call this afternoon. My board is on it's way back as of today, on Behringer's dime both directions. Proper....
Got the call this afternoon. My board is on it's way back as of today, on Behringer's dime both directions. Proper....
Re: Defective X32!!
Board is back. Repair tag says "master fader" was the issue. Time for some extensive testing....
Board is back. Repair tag says "master fader" was the issue. Time for some extensive testing....
Re: Defective X32!!
I´ve got a defective rotary encoder 4 at my x32 console.
Trying to remote a fader via rotary encoder 4 (new feature in firmware 1.13) leads to a very jumpy fader movement and a very jumpy rotary encoder movement (happens with any fader controled by rotary encoder 4).
Going back to vers 1.12 shows the same problem: jumpy rotary encoder 4 (jumping back and forth and no linear (or logarithmic) numbers (for example adjusting delay time of one of the SFX).
No Problems with the other encoders...
Martin
I´ve got a defective rotary encoder 4 at my x32 console.
Trying to remote a fader via rotary encoder 4 (new feature in firmware 1.13) leads to a very jumpy fader movement and a very jumpy rotary encoder movement (happens with any fader controled by rotary encoder 4).
Going back to vers 1.12 shows the same problem: jumpy rotary encoder 4 (jumping back and forth and no linear (or logarithmic) numbers (for example adjusting delay time of one of the SFX).
No Problems with the other encoders...
Martin
Re: Defective X32!!
Hi Martin,
Sorry to hear you are having problems with your X32. I will PM you right away and we can discuss this further.
Kind Regards
Jim Knowles
CARE EMEA / Tech Support
MUSIC Group / BEHRINGER
Hi Martin,
Sorry to hear you are having problems with your X32. I will PM you right away and we can discuss this further.
Kind Regards
Jim Knowles
CARE EMEA / Tech Support
MUSIC Group / BEHRINGER