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X32 Discussion
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<blockquote data-quote="Uli Behringer" data-source="post: 77113" data-attributes="member: 1604"><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Dear All, </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">I wanted to address some topics that have been raised here and answer with facts about quality assurance on the X32. But before we get into the details, allow me to put it all into context.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>3-Year Warranty Program</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">When you purchase and register your X32 (or any other BEHRINGER product) you participate in a full 3-Year Warranty Program and we will stand behind you and your X32. Not only are we here to support you in the event of an issue, but as you can see our Care and Product Specialist teams have been proactively engaging users on forums, Facebook, Twitter and everywhere else that you communicate to make your experience truly exceptional. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>We Have Invested in CARE Centers in the US and UK</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">We have invested in two highly sophisticated CARE centers in Las Vegas and Kidderminster, UK which serve as service centers and spare part depots. If you find time, we would like to invite you and we will be more than happy to tour you around. We have learned from our previous experiences and made Service and Spare Parts a core focus. While we are not perfect, I hope you have seen over the past months that we have made great progress and we are determined to offer the very best customer support in the industry. Check out more details on our CARE centers here: </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><a href="http://www.behringer.com/news/music-group-aims-for-best-in-class-care-operations/" target="_blank">MUSIC Group Aims for Best in Class CARE Operations - Behringer News</a></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>We Understand How You Feel About Defects</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">I see and acknowledge posts stating that “if BEHRINGER had done their job at the factory” and understand the frustration some may feel if they should encounter an issue with a new console. Nothing could be more disappointing than to take the unit out of the box and find that it is in some way less than you expected, especially when you are spending that much money. However, as painful as that may be for you, please know that it is doubly painful for us; especially after the care we take to avoid such issues.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">There are three key reasons why users may experience such issues with brand new product; and no, failure to test at the factory is not one of them. More on that later. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>Cable Routing</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">The first reason is related to start-up issues such as the cable misrouting that has affected a small number of units out of the 30,000 X32s built thus far. While regrettable, such issues affect all manufacturers whether they are building cars or mixers or planes as recently seen with the Boeing Dreamliner; the real test is how it is handled once discovered. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">I am proud of how our teams have handled such issues as we monitor closely our customers’ experiences and reported incidents, identify cause at a very early stage and fix it immediately. Again, we stand behind our customers and have fixed all issues as they appeared.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>Why Shipping Has a Big Impact</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Over the past months, we have received products for repair even though the customer claimed it was originally packed and the packaging was not damaged. We have investigated some of these cases and seen some damage which has been caused by high impact consistent with dropping from a height or other abuse during transport. While no product can be protected from all impact, we have since further improved the packaging and re-enforced the polyfoam the unit is embedded in as well as the carton thickness.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>Why Some “Defects” are Not Defects</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">With the X32 we put unprecedented value and functionality into the hands of customers which often come from the analog world. While the mixer has a very intuitive workflow and short learning curve, it is expected that there is some form of learning required, especially as we offer the functionality of high-end digital consoles for a fraction of our competitors’ prices. As a consequence, we sometimes receive defect reports that are traced to user errors and simple misunderstandings, while the console is in perfect condition. Upon explanation, the issue is quickly resolved, but in reality the unit was never defective.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">We have also received a few consoles where customers complain about defective faders or broken pot knobs. On inspection we have found liquid that was spilled into the faders, broken encoders where the shafts have been sheared off and other damage that is clearly caused by improper handling, impact and that age-old issue of spilled drinks in the bar. Of course such defects are not caused by us as a manufacturer. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">We have also seen posts in forums where a customer will complain about defects and when we follow up, we get no response or feedback about serial numbers. Sadly we have now a strong suspicion that some of our competitors post “fake” messages to cause uncertainty. This is disappointing as we believe companies should compete on the merits of their products and service, not with deceitful practices.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>How Do We Test Our Products?</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">This brings us to the central element here – how do we test the units at the factory to ensure they leave in perfect condition? Coincidentally, we have been working on a video that follows the whole manufacturing process behind the X32 so that users can see how their consoles are made. It is fascinating to watch the whole process, as this is the most advanced and thoroughly-tested product we have ever made under the BEHRINGER brand. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Not surprisingly, the very same manufacturing equipment, processes and quality assurance methods as used on MIDAS products are also applied to the X32. In fact some of our most senior MIDAS UK engineers have relocated to our factory in order to best supervise the build and test processes not only of MIDAS consoles but the X32 as well. The team doesn’t get much more experienced or capable than this and I am extremely proud of their work. I have posted a clip from the QA process here: </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><a href="http://youtu.be/xgM0_y5KU98" target="_blank">X32 Production Testing - YouTube</a> </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">What you don’t see in this video is the work that takes place before final assembly testing. Each component that goes into an X32 is tested; not just samples, but each and every component. Sub-assemblies are tested through In-Circuit Testers and the results measured, with only those that pass all tests finding their way into the console. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">We invest several hours in the testing of every X32 long before it gets to the stage shown in the video clip. But even at that point we invest the time to check every input, every output, every control and every switch. We measure noise, THD, frequency response and every other parameter supported by our highly sophisticated Audio Precision test stations.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>Why Testing is Much More Economic Than Repair</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">It is critical to understand that anything is less costly than returning a unit for repair. Returning, repairing or exchanging a unit is ALWAYS more expensive than avoiding problems from the start. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">It is common knowledge in manufacturing that the higher your production volume gets, the more the risk increases as one single component defect can cause tremendous damage. You see this in the car industry where recalls often affect millions of cars.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">It is also a myth to believe that alleged usage of sub-par components and skipping of testing would be a cost saving. In fact it is exactly the opposite. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Any defect in the field is more expensive than preventing it from the start and hence our huge investment in people, high-end production equipment and quality control. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"><strong>Thank You.</strong></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Last week we attended the annual NAMM show where we were humbled once again with recognition from the industry for our many new products and especially the X32. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Among the many accolades we were awarded the coveted <strong>Reader’s Choice Award by ProSoundWeb.com</strong>, recognized as a <strong>finalist for a TEC Award </strong>and even received the <strong>“Best in Show” Award from Pro Sound News and Pro Audio Review</strong>. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">What we are most proud of however are the many, many stories we heard from dealers and users of how much they love the X32.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Lastly, allow me to close by expressing my personal gratitude for the confidence placed in the X32 by the thousands of buyers already enjoying this great piece of technology, worldwide. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">I feel that the X32 is the ultimate expression of the very principle on which I founded this company 24 years ago; to deliver the very best product at the lowest possible cost. </span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">The X32 is already shaking the industry to its core and frankly within the shortest period of time, the X32 has become the best-selling digital console in the industry; and the trend is even going upwards.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Most important, rest assured that when you buy an X32 we will ensure that it becomes a great experience and we will stand behind you. Always.</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Warm regards</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px">Uli</span></span></p><p><span style="font-family: 'verdana'"><span style="font-size: 10px"></span></span></p></blockquote><p></p>
[QUOTE="Uli Behringer, post: 77113, member: 1604"] [FONT=verdana][SIZE=2]Dear All, I wanted to address some topics that have been raised here and answer with facts about quality assurance on the X32. But before we get into the details, allow me to put it all into context. [B]3-Year Warranty Program[/B] When you purchase and register your X32 (or any other BEHRINGER product) you participate in a full 3-Year Warranty Program and we will stand behind you and your X32. Not only are we here to support you in the event of an issue, but as you can see our Care and Product Specialist teams have been proactively engaging users on forums, Facebook, Twitter and everywhere else that you communicate to make your experience truly exceptional. [B]We Have Invested in CARE Centers in the US and UK[/B] We have invested in two highly sophisticated CARE centers in Las Vegas and Kidderminster, UK which serve as service centers and spare part depots. If you find time, we would like to invite you and we will be more than happy to tour you around. We have learned from our previous experiences and made Service and Spare Parts a core focus. While we are not perfect, I hope you have seen over the past months that we have made great progress and we are determined to offer the very best customer support in the industry. Check out more details on our CARE centers here: [URL="http://www.behringer.com/news/music-group-aims-for-best-in-class-care-operations/"]MUSIC Group Aims for Best in Class CARE Operations - Behringer News[/URL] [B]We Understand How You Feel About Defects[/B] I see and acknowledge posts stating that “if BEHRINGER had done their job at the factory” and understand the frustration some may feel if they should encounter an issue with a new console. Nothing could be more disappointing than to take the unit out of the box and find that it is in some way less than you expected, especially when you are spending that much money. However, as painful as that may be for you, please know that it is doubly painful for us; especially after the care we take to avoid such issues. There are three key reasons why users may experience such issues with brand new product; and no, failure to test at the factory is not one of them. More on that later. [B]Cable Routing[/B] The first reason is related to start-up issues such as the cable misrouting that has affected a small number of units out of the 30,000 X32s built thus far. While regrettable, such issues affect all manufacturers whether they are building cars or mixers or planes as recently seen with the Boeing Dreamliner; the real test is how it is handled once discovered. I am proud of how our teams have handled such issues as we monitor closely our customers’ experiences and reported incidents, identify cause at a very early stage and fix it immediately. Again, we stand behind our customers and have fixed all issues as they appeared. [B]Why Shipping Has a Big Impact[/B] Over the past months, we have received products for repair even though the customer claimed it was originally packed and the packaging was not damaged. We have investigated some of these cases and seen some damage which has been caused by high impact consistent with dropping from a height or other abuse during transport. While no product can be protected from all impact, we have since further improved the packaging and re-enforced the polyfoam the unit is embedded in as well as the carton thickness. [B]Why Some “Defects” are Not Defects[/B] With the X32 we put unprecedented value and functionality into the hands of customers which often come from the analog world. While the mixer has a very intuitive workflow and short learning curve, it is expected that there is some form of learning required, especially as we offer the functionality of high-end digital consoles for a fraction of our competitors’ prices. As a consequence, we sometimes receive defect reports that are traced to user errors and simple misunderstandings, while the console is in perfect condition. Upon explanation, the issue is quickly resolved, but in reality the unit was never defective. We have also received a few consoles where customers complain about defective faders or broken pot knobs. On inspection we have found liquid that was spilled into the faders, broken encoders where the shafts have been sheared off and other damage that is clearly caused by improper handling, impact and that age-old issue of spilled drinks in the bar. Of course such defects are not caused by us as a manufacturer. We have also seen posts in forums where a customer will complain about defects and when we follow up, we get no response or feedback about serial numbers. Sadly we have now a strong suspicion that some of our competitors post “fake” messages to cause uncertainty. This is disappointing as we believe companies should compete on the merits of their products and service, not with deceitful practices. [B]How Do We Test Our Products?[/B] This brings us to the central element here – how do we test the units at the factory to ensure they leave in perfect condition? Coincidentally, we have been working on a video that follows the whole manufacturing process behind the X32 so that users can see how their consoles are made. It is fascinating to watch the whole process, as this is the most advanced and thoroughly-tested product we have ever made under the BEHRINGER brand. Not surprisingly, the very same manufacturing equipment, processes and quality assurance methods as used on MIDAS products are also applied to the X32. In fact some of our most senior MIDAS UK engineers have relocated to our factory in order to best supervise the build and test processes not only of MIDAS consoles but the X32 as well. The team doesn’t get much more experienced or capable than this and I am extremely proud of their work. I have posted a clip from the QA process here: [URL="http://youtu.be/xgM0_y5KU98"]X32 Production Testing - YouTube[/URL] What you don’t see in this video is the work that takes place before final assembly testing. Each component that goes into an X32 is tested; not just samples, but each and every component. Sub-assemblies are tested through In-Circuit Testers and the results measured, with only those that pass all tests finding their way into the console. We invest several hours in the testing of every X32 long before it gets to the stage shown in the video clip. But even at that point we invest the time to check every input, every output, every control and every switch. We measure noise, THD, frequency response and every other parameter supported by our highly sophisticated Audio Precision test stations. [B]Why Testing is Much More Economic Than Repair[/B] It is critical to understand that anything is less costly than returning a unit for repair. Returning, repairing or exchanging a unit is ALWAYS more expensive than avoiding problems from the start. It is common knowledge in manufacturing that the higher your production volume gets, the more the risk increases as one single component defect can cause tremendous damage. You see this in the car industry where recalls often affect millions of cars. It is also a myth to believe that alleged usage of sub-par components and skipping of testing would be a cost saving. In fact it is exactly the opposite. Any defect in the field is more expensive than preventing it from the start and hence our huge investment in people, high-end production equipment and quality control. [B]Thank You.[/B] Last week we attended the annual NAMM show where we were humbled once again with recognition from the industry for our many new products and especially the X32. Among the many accolades we were awarded the coveted [B]Reader’s Choice Award by ProSoundWeb.com[/B], recognized as a [B]finalist for a TEC Award [/B]and even received the [B]“Best in Show” Award from Pro Sound News and Pro Audio Review[/B]. What we are most proud of however are the many, many stories we heard from dealers and users of how much they love the X32. Lastly, allow me to close by expressing my personal gratitude for the confidence placed in the X32 by the thousands of buyers already enjoying this great piece of technology, worldwide. I feel that the X32 is the ultimate expression of the very principle on which I founded this company 24 years ago; to deliver the very best product at the lowest possible cost. The X32 is already shaking the industry to its core and frankly within the shortest period of time, the X32 has become the best-selling digital console in the industry; and the trend is even going upwards. Most important, rest assured that when you buy an X32 we will ensure that it becomes a great experience and we will stand behind you. Always. Warm regards Uli [/SIZE][/FONT] [/QUOTE]
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