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Junior Varsity
Defective X32!!
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<blockquote data-quote="Uli Behringer" data-source="post: 74033" data-attributes="member: 1604"><p>Re: Defective X32!!</p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Dear all,</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Thank you for your comments and please allow me to respond.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">We are indeed sorry for any defect our customers experience and we fully understand the frustration that comes with it. </span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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. </span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'"></span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Defects can have multiple reasons and those are not only related to design and manufacturing.</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'"></span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Allow me to give you some examples:</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'"></span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">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.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Every product that leaves our factory is fully tested and would have never passed the conditions reported here.</span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'"></span></span></span></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Before we jump to conclusions, please allow us to get those products back for further investigation so we fully understand the root causes.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Thank you for your support and I wish you a blessed 2013.</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Warm regards</span></span></span></p><p></p><p><span style="font-size: 12px"><span style="color: #000000"><span style="font-family: 'Calibri'">Uli</span></span></span></p></blockquote><p></p>
[QUOTE="Uli Behringer, post: 74033, member: 1604"] Re: Defective X32!! [SIZE=3][COLOR=#000000][FONT=Calibri]Dear all,[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]Thank you for your comments and please allow me to respond.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]We are indeed sorry for any defect our customers experience and we fully understand the frustration that comes with it. [/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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. [/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]Defects can have multiple reasons and those are not only related to design and manufacturing. Allow me to give you some examples: [/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]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.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]Thank you for your support and I wish you a blessed 2013.[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]Warm regards[/FONT][/COLOR][/SIZE] [SIZE=3][COLOR=#000000][FONT=Calibri]Uli[/FONT][/COLOR][/SIZE] [/QUOTE]
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