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Posted by jupiterone on Mar-26-2009 22:45:

allen & heath tech support

blows.

my xone 3d has been raped since mid december, they sent me the wrong firmware to update to, it basically destroyed the thing, none of the filters work, none of the midi sections, and well, the thing doesn't connect to pc/mac at all

i've left them 24 voice mails, including the people that i've been redirected to and NONE of them have returned my calls regarding my warranty/repair. i've even called the company i got my mixer from, they never responded either. i posted a support ticket on their site, marked as urgent, immediately it got closed down as soon as i started to post my problem.

what the fuck?

oh and the volume faders work the opposite way this time. i go -db to turn the volume up, and +db to turn it down. and the volume basically fades away every minute

Posted by miamitranceman on Mar-26-2009 23:41:

Sucks dude.

Posted by i got big pants on Mar-27-2009 04:12:

maybe you need to call denon since they technically own a&h now. lol. just a joke

im extremely suprised to see that bad customer service for such high quality products...you'd expect they would want to find trouble issues and fix them asap

Posted by Rememberence_ on Mar-27-2009 15:21:

I've had similar issues with A&H - their customer support is atrocious. I must have called them a dozen times trying to find out where/how to obtain replacement faders, and they did nothing to help me, never got back to me when I left messages, etc. Eventually I got in touch with one of the guys over at Chemical Records who gladly did the legwork for me, ordered the parts in and shipped them to me in the states. Fuck you A&H. Die slow motherfucker.

Posted by boris_the_bear on Mar-27-2009 17:03:

ha, here's your conversion to digital djing

Posted by jupiterone on Mar-27-2009 17:27:

oh mahhh gaaddd :roll eyes:

Posted by boris_the_bear on Mar-27-2009 23:23:

that's right. say your prayers to the digital god

Posted by jupiterone on Mar-27-2009 23:33:

eh, i don't use my 3D for digital that much anymore. but, it's fucked beyond all recognition. if everything BUT the midi section worked, i wouldn't have a problem. but i can't even fuckin' cue, activate filters, or use vol. faders

it's unfortunate A&H gives out this sort of treatment to customers that purchase such expensive gear

Posted by Soundwerks on Mar-27-2009 23:52:

Are you in the USA? Have you tried thier distributor directly?

http://www.americanmusicandsound.com/index.html

(I'm assuming you did already )

Posted by boris_the_bear on Mar-27-2009 23:57:

quote:
Originally posted by jupiterone
it's unfortunate A&H gives out this sort of treatment to customers that purchase such expensive gear

if someone else told me your story, i wouldn't believe him. sorry for you, mate

Posted by DJ Simo on Apr-01-2009 04:55:

I had the same issue with my 3D. I took it to American Music and Sound (Authorized A&H repair center in Thousand Oaks, CA) and they said everything was fried. Apparently it must have been a power surge or something.

Now I own a 4D and use a surge protector.

I'd give them a call and see what they can do for you. The repair for mine was $1500 but they felt bad and did the repair for free. Maybe they'll do the same for you...... Good luck!

Posted by Rememberence_ on Apr-01-2009 14:33:

they felt bad for something they weren't responsible for and thus gave you $1500 in services?

Posted by DJ Simo on Apr-01-2009 17:46:

quote:
Originally posted by Rememberence_
they felt bad for something they weren't responsible for and thus gave you $1500 in services?

My unit was only 5 months out of warranty and was in BRAND NEW condition with not a scratch on it. They were originally going to fix and charge me for what was broken but when they figured out it was just about every part in the mixer they decided it was in within their discretion to waive the repair charge.

I also bought a 4D just weeks earlier and brought it in at the same time to have something fixed.

In the end my free repair was probably a combination of luck, me being very very polite to the service rep and tech guy, the fact that I was a loyal customer and just shelled out $3k for their new mixer, and the fact that I was there in person. Also just fyi, this was the "official" A&H USA repair center, not a 3rd party "authorized repair facility." Had it been the latter I would have been charged for it no doubt.