image description


Getting frustrated w/ Technical Support
  Forum Index » StudioLive Forum Community Support 
Author
Message
rowka
Prenoob

Joined: 08/04/2011 15:25:16
Messages: 15
Offline

Last week I suffered the dreaded pop-stopped-working issue.
Monday after work I called support. 5:15 PM eastern time. I spent an hour on hold waiting for someone. It was after their closing time when I gave up.
I tried again on Tuesday and finally got through to Terry at about 5:45 my time (4:45 their time). He suspects a power supply issue and sent me a form to fill out to request an RMA. He said to put a not in the box with the unit stating that we talked and he'll try to get the repair expedited. Great. I immediately filled out the form and returned it to him.
I sent a follow up email to him Wednesday evening. And again on Thursday. And again on Friday. I have yet to receive a RMA number. The 16.4.2 is sitting boxed up ready to go. What good is the promis to expedite the repair if I can't even get it shipped back to the manufacturer?

I know this isn't the place to get help on this, but I feel like I have to vent somewhere.

How long does it usually take to get a RMA number for you folks?
Monolithent
Supreme Baconator
[Avatar]
Joined: 28/07/2010 18:47:25
Messages: 13464
Location: Central New Jersey
Offline

It's usually within the same day. This is not normal for that side of the house.

PM me your ticket number and I'll see what I can do with it on Monday when they reopen.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
Studio One v1 Pro x64
Studio One v1 Artist
Studio One v2 Artist
[Yahoo!]
Jason.Harris
Presonoid

Joined: 01/10/2010 16:19:09
Messages: 1649
Location: Baton Rouge, LA
Offline

I would like your ticket number as well. Please PM it and I'll get to the bottom of the issue. I apologize for the delay in getting back to you.

rowka
Prenoob

Joined: 08/04/2011 15:25:16
Messages: 15
Offline

Thanks to Mono and Jason for your help in getting the RA# .
The unit is in Baton Rouge and looks to have already been serviced.

Can anyone tell me what this means?

Items Returned
Item Description
SL-16 Studio Live Mixer
Output locks up.

ECO-000270, FW updated
CHANGED POTS

Actions
Date Item Comment
09/22/2011 SL-16 CHECKED IN-MM
SL-16
SL-16 ECO-000270, FW updated
09/23/2011 SL-16 failed sound test, random pops in chs. 5 and 10
SL-16 passed sound test
SL-16 CHECKED OUT-MM


Thanks,
Dan
Jason.Harris
Presonoid

Joined: 01/10/2010 16:19:09
Messages: 1649
Location: Baton Rouge, LA
Offline

that means exactly what it says.

it was checked in.

they changed the part ECO-000270
they changed out some potentiometers
they tested it.
it failed.
they sent it back (obviously some repairs were made)
it went back to testing
it passed

rowka
Prenoob

Joined: 08/04/2011 15:25:16
Messages: 15
Offline

Okay, that was my own fault.


I'm curious about what was replaced (what is part ECO-000270)?

Not that it means anything other than to satisfy some OCD curiosity.
Jason.Harris
Presonoid

Joined: 01/10/2010 16:19:09
Messages: 1649
Location: Baton Rouge, LA
Offline

It may very well be the Firewire connection on the inside of the unit. I wouldn't have any other info on that, sorry. I'm not even certain if I'm supposed to know those things and if I did know them, whether I could divulge that information.

Cheers,

Jason

replay707
Presonic
[Avatar]

Joined: 13/09/2011 18:18:24
Messages: 100
Location: Arizona
Offline

ECO usually stands for Engineering Change Order
FW could also indicate a Firmware update.
Computer: iMac 27" i5 Quad Core 2.66 Ghz with 4Gb of 1067 DDR3 Ram
OS: OSX 10.7.2
Interface: MOTU Ultralite mk3
DAWS: Presonus Studio One 2 Pro v2.02, Pro Tools 9.03, Logic 9.1.5
Avatar by Alex Grey
rowka
Prenoob

Joined: 08/04/2011 15:25:16
Messages: 15
Offline

Well, 9 months later and it started up again. booo

I have been using the board successfully in a home studio since I got it back. Well, today it started locking up again. Was using the board stand-alone. Not connected to a computer when this happened. Gearing up for live sound use. Not good. Not confident to take unit out to a show.

I imagine I'll need a new RA and have to send it back. Again.
rowka
Prenoob

Joined: 08/04/2011 15:25:16
Messages: 15
Offline

Submitted a new ticket (# 86081)
I hope they respond faster than they did the last time.
 
Forum Index » StudioLive Forum Community Support
Go to: