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Terrible Repair Services
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skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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Yes I consider myself being taken advantage of. I bought a unit that doesn't work I sent it in for repairs and it still doesn't work
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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I'm showing on the work order that the work was completed, but nowhere do I see the hardware tested and passing. I added all my contact info and billing info in case a charge was needed. At this point I just want the thing to work as intended, not whether or not someone screwed me over. From my stand point, the only sones screwing me over is Presonus due to me shipping this device back and it still failing
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
Big Joe Daddy
Presonic
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Joined: 30/07/2010 01:24:03
Messages: 594
Location: Santa Ynez Valley, California
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skinfrakki wrote:I'm showing on the work order that the work was completed, but nowhere do I see the hardware tested and passing. I added all my contact info and billing info in case a charge was needed. At this point I just want the thing to work as intended, not whether or not someone screwed me over. From my stand point, the only sones screwing me over is Presonus due to me shipping this device back and it still failing


Hang tough Skin. It's a bummer that things unraveled the way they did. I'm thinking it's just a fluke. I've been to Presonus in Baton Rouge and toured their facility a few months ago. They really have a good system in place for repairs and some super talented folks to do the work. Probably just that odd occurrence where everything that could go wrong, did go wrong.

As for the phone issue, I got word that Presonus is right in the middle of a big phone system install so things are up to speed just yet. They've been growing so fast lately, due to the huge demand for their products, that I'm sure they're experiencing some growing pains. Try and give them some slack and see if they can get you taken care of. They are really a bunch of great folks who really care about their customers and the products they deliver.

BJD
StudioLive 24.4.2 | StudioLive 16.4.2 | StudioLive 16.0.2 | QSC K Series 10's, 12's, Subs | Fractal Axe-FX II | Mac Pro - OS X 10.7.4, 2.66 GHz Quad-Core Intel Xeon, 2TB RAID, 16GB | MacBook Pro | iPad 64GB | Studio One v2.5 | an old watch, a lamp, and a box of crayons
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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I would but I don't think their e mail and ticketing system is broke. And as I said I have had an issue with every device I have gotten. The only way I was able to have a work around for the firewire channel issue is someone on here helped me. I called customer service, eternal hold. I create a ticket it was 6 days to get back to me
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
ghasenbeck
Presonus Employee
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Joined: 15/09/2010 16:04:31
Messages: 31
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Actually,

When we do get your unit in here for a repair we will pick up the bill.

1. as a repeat repair with this issue
2. you are covered under the renewed warranty per the repair.

GH
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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I sent in the RA form. This is the last time I am trying to repair this hardware. After this I am switching companies. I can't have continuous hardware failure and wait weeks to get a device that doesn't work again.
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
Offline

Four weeks of downtime over one device....
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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What firmware version should be on this device? I did fwdpk and got a firmware from 2009
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
ghasenbeck
Presonus Employee
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Joined: 15/09/2010 16:04:31
Messages: 31
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We are taking care of you and picking up the unit at our cost. We are doing everything in our power to get your unit repaired and back to you asap. I will be personally testing the unit before it leaves here, so there is no question on whether or not it works before you receive it.



GH
skip jones
Presonoid
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Joined: 28/07/2010 15:38:49
Messages: 1744
Location: Corpus Christi, Texas
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Geez, don't get much better that that! Dude, I hope they get you back up and running, and after they do, you might want to edit your OT tagline. These guys are busting their b**ls for you, it appears.

Kind Regards,

Skip
http://support.presonus.com/home

Windows 7 X 32 (SP1) : AMD Phenom II X 4 945
ATI Radeon 5450 / 512 RAM
8GB RAM/1T SATA 7200 RPM

PreSonus StudioLive 16.4.2, PreSonus FireStudio Project, PreSonus ABVSL 44, PreSonus ABVSL 1818, PreSonus Faderport

Yamaha S-08
Studio partner - Jack Russell named "Skooter"
PreSonus Studio One Professional 2.6.2
Fishman Triple Play / Logidy pedal
skinfrakki
Presonic
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Joined: 19/10/2010 15:24:15
Messages: 272
Location: Princeton, ME
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So I gotta give credit where it's due!

Presonus has made things right in great ways! I know a complete 180 degree turn around, but after talking via e mail pm's and phone, they have really reached out and came up with a great solution. I would like to thank everyone at Presonus, and someone yank down this nasty thread
(2)StudioLive 16.4.2, Phonic Helix 24, Teacc X3 MKII, StudioOne Pro 2, (2) Crown XTi 4000, (2) Crown XTi 2000, (2) Crown XTi 1000, (4) JBL JRX 125, (4) JBL JRX 118S, (4) JBL JRX 112m, (2) JBL JRX 115, EV ELX115P mains, EV EXP 118P subs, iMac 27 i5, Mac Book Pro, Dell Precision M6300, OS X 10.7.2, Windows 7 64
 
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