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Thread: warranty support on care@music-group.com not answer

  1. #1

    warranty support on care@music-group.com not answer

    I have a problem with encoder on registered X32. On this forum is info, that I can get warranty support on email adress care@music-group.com. I wrote message him, but not answered. Why?
    My problem is with encoder on BUS SENDS, 3th from up. Very slowly turning is good, but normal turning giving skipping data.
    My X32 I am using 5-6x by week, I can not send X32 for 30 days to service. Because rent another console is 50€ for day. I need get another board with encoder, I am electronic specialist and I can change this board by another, no problem. Where I get this support? Console is bought in Thomann.de.
    Thanks.

  2. #2

  3. #3
    No support, no hear me.
    I send 2x email with my problem and no answer.

  4. #4
    I also find it irritating that only some isolated threads here get replies from Music Group employees. I mean, some of you Behringer guys are reading this right now, aren't you? Why not drop us a line? I was really excited when Uli Behringer announced that support for the X32 was supposed to be one of the company's top priorities, but more than six months have passed since the product's launch and I am a little let down by the amount of response coming directly from the manufacturer. Also the software development could be a little speedier. Give us a beta program at least, or the feeling that some of our inputs here matter to you and are heard!

  5. #5
    I agree with you. The answers are just something. Hear many questions on Android application, not one answer. Users describe the clear requirements, problems and solutions, such as errors and would not, be sure to expect in the new firmware and there. Only knowledge of X32 users can make game changer.

  6. #6

    encoder on BUS SENDS

    Quote Originally Posted by proasnet View Post
    I have a problem with encoder on registered X32. On this forum is info, that I can get warranty support on email adress care@music-group.com. I wrote message him, but not answered. Why?
    My problem is with encoder on BUS SENDS, 3th from up. Very slowly turning is good, but normal turning giving skipping data.
    My X32 I am using 5-6x by week, I can not send X32 for 30 days to service. Because rent another console is 50€ for day. I need get another board with encoder, I am electronic specialist and I can change this board by another, no problem. Where I get this support? Console is bought in Thomann.de.
    Thanks.
    Hello,

    We are very sorry to hear that you're having issues with the encoders on your unit. We want to help you get this corrected as soon as possible. You mentioned that you already sent us an email at care@music-group.com. Keep in mind they are closed on the weekend (Saturday and Sunday). However, you should have received an answer by now. We recommend that you contact us by phone at 702-800-8290.

    If you do not get a reply from them today, send me a personal message. I will make sure we help you get this taken care of.

    The parts are available, although we would warn you that if you perform this repair on your own, it would void the warranty on your unit.
    Chris Painter
    Specialist, Product Support Web
    MUSIC Group
    BEHRINGER

  7. #7
    "Also the software development could be a little speedier. Give us a beta program at least, or the feeling that some of our inputs here matter to you and are heard! "

    Are you serious about this?

    I don't know what consoles you are actually working with, but imho Behringer is doing GREAT softwarewise. A&H GLD? No editor at all! Or go and ask one Soundcraft Vi user how long he had to wait, till he got at least something like a usable iPad app. Don't won't to offend you, but for an console with a price tag of 3K, Behringer offeres of lot!

    There is a completly usable editor for PC, that even runs on a crappy old IBM X41 tablet PC for almost "no money"-->

    http://www.ebay.de/itm/TOP-IBM-X41-T...item2ec3c78004

    The iPad app becomes better with every version and there is even an OSC documentation on the behringer. com site. Everyone who's into TouchOSC can build his own app for android.

    In addition, you do recognize, that there were already eleven firmware updates, since the desk hit the street? Lot's of new features and improvements that were requested by X32 user came with these.

    Just sayin'
    Christian
    Last edited by Christian Boche; 12-17-2012 at 09:06 AM.

  8. #8
    Quote Originally Posted by Christian Boche View Post
    In addition, you do recognize, that there were already eleven firmware updates, since the desk hit the street? Lot's of new features and improvements that were requested by X32 user came with these.

    Just sayin'
    Christian
    I did recognize that Behringer added version number and dates to their download site, upped their release frequency a bit and did get more responsive in terms of forum replies, so that's definitely a big plus. What I'm missing is a more personal and direct interaction that wouldn't take a lot at all, like "thanks, we heard you and we're gonna fix this and do this or that about it". Also I wouldn't have said a thing if Uli Behringer himself wouldn't have announced that support for the X32 would be top notch! It's all about expectations, but besides all the X32 (support included) still is of amazing value.

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