Topic: My email to M-Audio...

[Nick Graham]

As some of you may have read in other threads, my Microtrack has been basically fuct for almost a month.

I originally was emailing back and forth with Tech. Support on a semi-regular basis trying to diagnose the problems, before eventually being told the unit would have to be sent in for repairs. Since then - nothing. No more replies to my emails, several hours spent on hold, nothing...

Here's a copy of the email I sent tonight, with previous emails below:

Subject:    [Fwd: Microtrack 24/96 Return]
Date:    Thu, 05 Jan 2006 19:04:10 -0600
From:    Nick Graham <wngraham@gmail.com>
To:    repairs@m-audio.com


Below is a message originally sent almost 3 weeks ago,
to which I've still yet to receive a reply.

I have been attempting to contact both the technical support and
repair departments by telephone for over 2 weeks now, and have
spent all together several hours on hold without yet speaking to
anyone.

To say I'm an unhappy customer would be a vast understatement
at this point. I originally received quick responses to my emails
when it was thought something could be done on my end to fix
the unit. Once it was established this would have to be returned
for repairs, all contact seemingly ended.

I would appreciate some type of response as soon as possible.
I have a $400 piece of equipment laying here unused and gathering
dust simply because no one will give me the information necessary
to have it repaired.

Nick Graham
wngraham@gmail.com
(615)498-3148



-------- Original Message --------
Subject:    Microtrack 24/96 Return
Date:    Mon, 19 Dec 2005 23:34:14 -0600
From:    Nick Graham <wngraham@gmail.com>
To:    repairs@m-audio.com


Per instructions from the technical support dept., I'm contacting
you about returning my Microtrack 24/96 for repair and / or
possible replacement.

Below is the email exchange I had with them, as well as the info I
was told to send along:

Nick Graham
3012 Penn Meade Way
Nashville, TN 37214

(615) 498-3148

It was purchased on Nov 13, 2005 at:

Guitar Center
721 Thompson Ln.
Nashville, 37204
(615) 297-7770

I'll gladly send along a copy of my receipt.

Thanks for the reply.

Nick Graham







techsupt wrote:

> I would recommend returning your device for testing/repair/replacement.
>
> 
>
> If you have had the device less than 30 days, please contact your original retailer about an exchange.
>
> 
>
> If this is not possible and you want to return your device to M-Audio for testing, please send us your mailing address and contact phone number via email and we will send the rest of the information you need for the return.
>
> 
>
> Also please let us know when and where you bought the device.
>
> 
>
> The Repairs department will be handling your Return after we issue you an RA number. Please contact them with any questions regarding Repair costs and shipment issues at: repairs@m-audio.com
> 
>
> 
>
> 
>
> From: Nick Graham [mailto:wngraham@gmail.com]
> Sent: Wednesday, December 14, 2005 5:35 PM
> To: techsupt
> Subject: Re: Microtrack 2496
>
> 
>
> While I appreciate the response, if you'll re-read my original email (below),
> updating the firmware isn't possible, as the unit will not even power up.
>
>
>
>
> techsupt wrote:
>
>Hello, right now we are working on a firmware update that will address this
>
>issue. If you like, there is a beta version firmware revision available on
>
>our website, but it will not address all the issues that the full version
>
>addresses.
>
>
>
>The firmware update for the MicroTrack can be found here:
>
>
>
>http://www.m-audio.com/index.php?do=support.drivers
>
>
>-----Original Message-----
>
>From: Nick Graham [mailto:wngraham@gmail.com]
>
>Sent: Monday, December 12, 2005 7:59 PM
>
>To: techsupt@m-audio.com
>
>Subject: Microtrack 2496
>
>
>
>Tonight I was formatting a couple of new compact flash cards,
>
>when I ran into a serious issue.
>
>
>
>I formatted the first card with no problems. Turned the unit off,
>
>inserted the new card, rebooted the unit, and got a "Insert Rescue
>
>Disc" message. I then turned off the unit - and now...absolutely
>
>nothing will happen.
>
>
>
>The unit will not power on, will not charge (either when connected
>
>to my PC's USB port or the AC adapter). It appears to be
>
>completely dead...it won't do anything.
>
>
>
>Is there some type of reset mechanism? Anything I could possibly
>
>try?
>
>
>
>Your response is much anticipated and welcome,
>
>Nick Graham
>
>wngraham@gmail.com
>
>(615) 498-3148

[rowjimmy]

First of all, that sucks.
Secondly, +T for the coolheaded response. Although I've always heard that you get more bees with honey i'm more likely to start throwing rocks at the nest after a runaround like you've experienced.

Good luck and def. keep us posted on any response...

[cmoorevt]

That sucks that they won't respond.  Is it too late to cancel the CC charge? (assuming you paid by cc)

[F.O.Bean]

bullshit

[bconnolly]

Maybe this has been covered in another thread, but did you ever try taking it to GC and have them exchange it? Or have them do a Manufacturer Service?

[RebelRebel]

they need to take a class from sound devices on customer service. 

[larrysellers]

Well, I think I will also email m-audio asking them WTF? If this is the type of customer service one can expect after making a major purchase of an m-audio product, I think I will wait for: 1. a device that has been thoroughly field tested to work out any bugs and 2. a service program that can eliminate the stress inflicted from a product which turns out to be POS. Looks like I’ll be sticking with the laptop and the jb3 for now. Let the email Jihad begin...   

[jeromejello]

good letter nick +t

fwiw, you may want to edit out some personal info in the exchange (addy & phone #)

... lovin my jb3's 

[cpatch]

I'm dealing with the same problem right now...I've got a 410 that tech support said needs to go into service and they'd get back to me with an RMA and that's the last I heard from them. Nice.

Craig

[bconnolly]

Well, I think I will also email m-audio asking them WTF? If this is the type of customer service one can expect after making a major purchase of an m-audio product, I think I will wait for: 1. a device that has been thoroughly field tested to work out any bugs and 2. a service program that can eliminate the stress inflicted from a product which turns out to be POS. Looks like I’ll be sticking with the laptop and the jb3 for now. Let the email Jihad begin...   

Wait wait wait... so you're going to e-mail the company asking why they're giving this guy a hard time?  Why would you do that?

[RebelRebel]

Because he shares Nick's Concern...It is BS and they should be called out on it in not so discreet terms.

Well, I think I will also email m-audio asking them WTF? If this is the type of customer service one can expect after making a major purchase of an m-audio product, I think I will wait for: 1. a device that has been thoroughly field tested to work out any bugs and 2. a service program that can eliminate the stress inflicted from a product which turns out to be POS. Looks like I’ll be sticking with the laptop and the jb3 for now. Let the email Jihad begin...   

Wait wait wait... so you're going to e-mail the company asking why they're giving this guy a hard time?  Why would you do that?

[bconnolly]

Well, I think I will also email m-audio asking them WTF? If this is the type of customer service one can expect after making a major purchase of an m-audio product, I think I will wait for: 1. a device that has been thoroughly field tested to work out any bugs and 2. a service program that can eliminate the stress inflicted from a product which turns out to be POS. Looks like I’ll be sticking with the laptop and the jb3 for now. Let the email Jihad begin...   

Wait wait wait... so you're going to e-mail the company asking why they're giving this guy a hard time?  Why would you do that?

Because he shares Nick's Concern...It is BS and they should be called out on it in not so discreet terms.

Fair enough.  Just seems a little counter-productive in my mind.

[Brian Skalinder]

Just seems a little counter-productive in my mind.

How so?

Contacting M-Audio communicates that their poor response to the situation is impacting not only an existing customer, but potential customers as well.  Effective, i.e. productive?  Maybe, maybe not.  Counter-productive?  Nah.

[larrysellers]

Because he shares Nick's Concern...It is BS and they should be called out on it in not so discreet terms.

Well, I think I will also email m-audio asking them WTF? If this is the type of customer service one can expect after making a major purchase of an m-audio product, I think I will wait for: 1. a device that has been thoroughly field tested to work out any bugs and 2. a service program that can eliminate the stress inflicted from a product which turns out to be POS. Looks like I’ll be sticking with the laptop and the jb3 for now. Let the email Jihad begin...   

Wait wait wait... so you're going to e-mail the company asking why they're giving this guy a hard time?  Why would you do that?

Thats basically it. I have no real stake in this except that I would love to see the MT working to full potential. Hopefully, the more complaints they get the better the resolution of the issue(s). Also, Nick is an asset to our community, so I would have no reservations in stirring the pot a little to try and get things moving...Kris

[spyder9]

+ Nick.

[sickrick43]

Sent both MT's back to Oade for a refund.  744 arrives saturday.  While not as stealthy, hopefully WAY MORE reliable.

Funny part is that the first one (with the shaky backlight) worked perfectly otherwise - I likely would have gotten a second one.

Most of the people that were asking my advice locally on the purchase of an MT, were advised by me to steer clear for a few months and see what happens vis-a-vis all the bug-fixes and QC issues.

Good luck in your quest for satisfaction Nick.

Rick

[RebelRebel]

youll have no issues with the 744t Rick...the meters will take getting used to, and the firewire transfer speed could be a little better, but it is rock solid....

Sent both MT's back to Oade for a refund.  744 arrives saturday.  While not as stealthy, hopefully WAY MORE reliable.

Funny part is that the first one (with the shaky backlight) worked perfectly otherwise - I likely would have gotten a second one.

Most of the people that were asking my advice locally on the purchase of an MT, were advised by me to steer clear for a few months and see what happens vis-a-vis all the bug-fixes and QC issues.

Good luck in your quest for satisfaction Nick.

Rick

[Zaphod Beeblebrox]

FWIW, bought a MT from Guitar Center here in southern California.  Got a great price, unfortunately it had to be ordered from another store.  Finally arrived on the 4th of this year and I when I plugged it in for its initial charge...nothing.  It was dead right out of the box.  I returned it the next day and they're ordering me a new one from the closest store that has one, which happens to be in Oregon.  I e-mailed M-Audio, but have received no reply as of the 8th.  I really want this device to work.  I'll keep everyone updated of my experiences.

-Zaphod

[JasonSobel]

FWIW, bought a MT from Guitar Center here in southern California.  Got a great price, unfortunately it had to be ordered from another store.  Finally arrived on the 4th of this year and I when I plugged it in for its initial charge...nothing.  It was dead right out of the box.  I returned it the next day and they're ordering me a new one from the closest store that has one, which happens to be in Oregon.  I e-mailed M-Audio, but have received no reply as of the 8th.  I really want this device to work.  I'll keep everyone updated of my experiences.

-Zaphod

How long did you keep it plugged in and try to get it to turn on?  As myself and others have noted in previous threads (way back, deep in some of those long threads), it took about 10 minutes or so for the thing to turn on for the initial charge (myself included).  it's been working great for me since then, so I obviously don't have a defective unit.  just posting this as an fyi to you, if it should happen again with your next unit.

[Chris K]

How long did you keep it plugged in and try to get it to turn on?  As myself and others have noted in previous threads (way back, deep in some of those long threads), it took about 10 minutes or so for the thing to turn on for the initial charge (myself included).  it's been working great for me since then, so I obviously don't have a defective unit.  just posting this as an fyi to you, if it should happen again with your next unit.

right, the same thing happened to me with my brand new mt out of the box. i was a bit nervouse but just let it stay plugged in and eventually the mt lit up charged and did its thing.

i had not used the mt in about 2 weeks and when i went to power it on yesterday it wouldnt boot up. held the power button for about 20 seconds and nothing. then i remembered that the last time i used it the battery was fairly low. i plugged in the ac charger and after another 10 minutes or so it was lighting up, charging and doing its thing. phfew.

nick i hope you get this straightened out. if not buy another one with cash from gc and then return it with the broken one in the box to gc for a full refund. thats what i would do.

[Zaphod Beeblebrox]

Thanks for the info.  I don't think I left it plugged in for ten minutes.  The instructions said, if I remember correctly, that the screen should display "charging".  When I plugged it in and got nothing I went into problem solving mode, i.e., checking to make sure outlet was hot, trying different outlets, plugging it into a USB slot on my computer, making sure there were no air gaps in the system, etc.  However, leaving it plugged in did not occur to me.

I'm glad you told me this, I was planning on plugging in the next one at Guitar Center to check to see if it would power up before I took it home.

I also e-mailed M-audio about this but received no reply.  Seems like an easy fix.

-Zaphod

[cpatch]

The manual's wrong...it never says "Charging" and it never says "Charged." Once the screen does come on the battery icon in the upper right animates by filling up from it's current charged state to full over and over until it has a full charge, at which point it simply stays on in filled state. I'm sure you're not the only one who's freaked out at the discrepancy. Just one more reason the guy who was in charge of designing this thing is no longer working at M-Audio.

Craig

[sparkjockey]

The manual's wrong...it never says "Charging" and it never says "Charged." Once the screen does come on the battery icon in the upper right animates by filling up from it's current charged state to full over and over until it has a full charge, at which point it simply stays on in filled state. I'm sure you're not the only one who's freaked out at the discrepancy. Just one more reason the guy who was in charge of designing this thing is no longer working at M-Audio.

Craig

I sent M-Audio an e-mail questioning this very thing-still haven't heard back from them. Their customer service sure seems to be a low priority

[Nick Graham]

Well, it's been 3 days now, and still no reply from M-Audio. Granted, I didn't really expect to hear anything this weekend...but they had 2 hours on Thursday and all day Friday to respond.

This is unquestionably the worst customer service experience I've ever had. I don't think they want to offer to repair my unit because they have no f**king clue what's wrong....sorta the same way I feel about all the bugs we've encountered so far.

I love my Audiophile 24/96 soundcard, and really wanna get the Microtrack working (since it cost me almost $400), but I will NEVER buy another M-Audio product.

[gl0bber]

Well, it's been 3 days now, and still no reply from M-Audio. Granted, I didn't really expect to hear anything this weekend...but they had 2 hours on Thursday and all day Friday to respond.

This is unquestionably the worst customer service experience I've ever had. I don't think they want to offer to repair my unit because they have no f**king clue what's wrong....sorta the same way I feel about all the bugs we've encountered so far.

I love my Audiophile 24/96 soundcard, and really wanna get the Microtrack working (since it cost me almost $400), but I will NEVER buy another M-Audio product.

While you are waiting for a response that might never come (I hope not!) did you try and leave it plugged in overnight?  Maybe you tried this already, but I believe it's worth a shot if you didn't.  Also, maybe if the internal battery is disconnected for say an hour and then reconnected the unit might wake up.  I realize the warranty might be voided, but it's still food for thought.  I just can't get out of my brain the sheer unlikeliness of permanent damage by turning off the power!  Also, the "insert rescue disk" message sounds really strange.  If there was damage, maybe it occured during the last card insertion.

Sigh.  Just speculating and wondering if I should purchase an MT.  Now I have doubts...   

[Nick Graham]

Finally heard back!

Got a repair authorization # and a shipping address. I'll keep everyone posted as to how it goes from here...

[bconnolly]

Finally heard back!

Got a repair authorization # and a shipping address. I'll keep everyone posted as to how it goes from here...

Huzzah!  Glad to hear that they're doing an RMA for you!

[Zaphod Beeblebrox]

I got my new Microtrack from Guitar Center.  I just plugged it in and am waiting to see if it's going to power up.  Ten minutes and counting.  Hope it powers up.

-Zaphod

[dallman]

The manual's wrong...it never says "Charging" and it never says "Charged." Once the screen does come on the battery icon in the upper right animates by filling up from it's current charged state to full over and over until it has a full charge, at which point it simply stays on in filled state. I'm sure you're not the only one who's freaked out at the discrepancy. Just one more reason the guy who was in charge of designing this thing is no longer working at M-Audio.

Craig

If you have the MT booted up and then plug it in, or add any external power it will say CHG inside the small box (icon). If you just plug it in from an off position, you will get the filled and semi filled icon.

Best of luck to Nick. We all hope the repair/replace department at Micro Track does right by you!

[cmoorevt]

Maybe I missed this previously, but M-Audio has apparently re-worked how they handle tech support emails. I sent techsupt@m-audio.com an email this morning reminding them yet again that the device won't pass signal when using the spdif input and received an automated reply that directed me to a Technical Support Portal where I can file an incident report as well as track the status of that report(previously I would get a repsonse to my techsupt email)

Not sure if the results will be better or worse than what they were doing before, but I've already filed a couple of indicents.  It can't hurt....

For those of you still using the techsupt@m-audio.com email, here is the link:

http://www.m-audio.com/index.php?do=support.contact

[gl0bber]

Maybe I missed this previously, but M-Audio has apparently re-worked how they handle tech support emails. I sent techsupt@m-audio.com an email this morning reminding them yet again that the device won't pass signal when using the spdif input and received an automated reply that directed me to a Technical Support Portal where I can file an incident report as well as track the status of that report(previously I would get a repsonse to my techsupt email)

Not sure if the results will be better or worse than what they were doing before, but I've already filed a couple of indicents.  It can't hurt....

For those of you still using the techsupt@m-audio.com email, here is the link:

http://www.m-audio.com/index.php?do=support.contact

I will do the same.  Thanks for the info!

[Nick Graham]

A quick followup - it's looking like getting my MT back from M-Audio may be as difficult as getting it sent off to begin with.

It was sent USPS Priority Mail (with Delivery Confirmation) on January 17th, and they received it 2 days later. They were supposed to send me a repair diagnosis after receiving the unit, needless to say I never got it. Now, after 3 unreturned emails, I'm beginning to wonder if I'll ever get it back. They stated in my last correspondence with them they would have a 10 - 20 day turnaround time....it's now been a month and I've not heard or received a thing.

I will NEVER buy another M-Audio product.

[gl0bber]

Oh no!   So sorry to hear about that!  I'm starting to get worried about when mine kicks the bucket.

M-Audio is just another example of a US front company for designed/engineered in Hyderabad India (PortalPlayer), made in China products (just like the iPod - yeah, Google is your friend).  Luckily my MT is still working, but thank goodness some of us still have our little M1/JB3/... for those discreet occasions.

[John Kelly]

Oh no!   So sorry to hear about that!  I'm starting to get worried about when mine kicks the bucket.

M-Audio is just another example of a US front company for designed/engineered in Hyderabad India (PortalPlayer), made in China products (just like the iPod - yeah, Google is your friend).  Luckily my MT is still working, but thank goodness some of us still have our little M1/JB3/... for those discreet occasions.

You don't need Google for that - all Apple products are assembled in China and designed/engineered in the US.

[scb]

i refuse to buy an m-audio product after the HORRIBLE experience i had with a deltio dio card.  basically this is what happened:

1. i got a card and it never worked right
2. i called and told them this within a week. 
3. they said they'd send me another card and take mine back, but it might take a while to find out what was wrong with the first one.  i was concerned that this would be after the warranty period, but they assured me that they'd still refund my money and take the card back no matter how long it took if they never resolved the issue
4. the card they sent me as a replacement had the same issues.  so it wasn't a hardware issue, but a driver issue.
5. they ignored me, then lied to me and gave me the run around for 6 more months
6. finally i gave up and wanted to return the unused card.  but they refused to refund my money and told me i made that up

screw them

[gl0bber]

Oh no!   So sorry to hear about that!  I'm starting to get worried about when mine kicks the bucket.

M-Audio is just another example of a US front company for designed/engineered in Hyderabad India (PortalPlayer), made in China products (just like the iPod - yeah, Google is your friend).  Luckily my MT is still working, but thank goodness some of us still have our little M1/JB3/... for those discreet occasions.

You don't need Google for that - all Apple products are assembled in China and designed/engineered in the US.

So they say.  Since PortalPlayer shifted their R&D to Hyderabad we've got only a skeleton crew here in Kirkland.  PortalPlayer is the basic platform for both the iPod and MT.  Why would any company keep their R&D in the US anyway?  R&D almost inevitably follows manufacturing.  Who's going to stop them?

[bluegrass_brad]

So they say.  Since PortalPlayer shifted their R&D to Hyderabad we've got only a skeleton crew here in Kirkland.  PortalPlayer is the basic platform for both the iPod and MT.  Why would any company keep their R&D in the US anyway?  R&D almost inevitably follows manufacturing.  Who's going to stop them?

A really good friend of mine is an engineer at Apple.  They test products for months before they go into full production.  He is one of the test engineers, and designs the machines that do the testing (ie.  hitting the button till it fails, opens and shuts the laptop till the hinges fail, etc) then oversees the testing. Its all done at the Apple campus in Cupertino. He had prototypes of things like the flexible neck imac and the aluminum powerbook at his house months before they were in full production. He doesnt test ipods though, that is a different area. 

[gl0bber]

So they say.  Since PortalPlayer shifted their R&D to Hyderabad we've got only a skeleton crew here in Kirkland.  PortalPlayer is the basic platform for both the iPod and MT.  Why would any company keep their R&D in the US anyway?  R&D almost inevitably follows manufacturing.  Who's going to stop them?

A really good friend of mine is an engineer at Apple.  They test products for months before they go into full production.  He is one of the test engineers, and designs the machines that do the testing (ie.  hitting the button till it fails, opens and shuts the laptop till the hinges fail, etc) then oversees the testing. Its all done at the Apple campus in Cupertino. He had prototypes of things like the flexible neck imac and the aluminum powerbook at his house months before they were in full production. He doesnt test ipods though, that is a different area. 

I was referring to M-Audio R&D, not Apple's great QC (though I believe some other manufacturer made my Al PowerBook).  Does M-Audio have any QC except for a "quick check" from the manufacturer?

[nickgregory]

A quick followup - it's looking like getting my MT back from M-Audio may be as difficult as getting it sent off to begin with.

It was sent USPS Priority Mail (with Delivery Confirmation) on January 17th, and they received it 2 days later. They were supposed to send me a repair diagnosis after receiving the unit, needless to say I never got it. Now, after 3 unreturned emails, I'm beginning to wonder if I'll ever get it back. They stated in my last correspondence with them they would have a 10 - 20 day turnaround time....it's now been a month and I've not heard or received a thing.

I will NEVER buy another M-Audio product.

absolutely ridiculous and piss poor customer service.  Though I have never heard good things about M-Audio so I am not surprised

[F.O.Bean]

A quick followup - it's looking like getting my MT back from M-Audio may be as difficult as getting it sent off to begin with.

It was sent USPS Priority Mail (with Delivery Confirmation) on January 17th, and they received it 2 days later. They were supposed to send me a repair diagnosis after receiving the unit, needless to say I never got it. Now, after 3 unreturned emails, I'm beginning to wonder if I'll ever get it back. They stated in my last correspondence with them they would have a 10 - 20 day turnaround time....it's now been a month and I've not heard or received a thing.

I will NEVER buy another M-Audio product.

absolutely ridiculous and piss poor customer service.  Though I have never heard good things about M-Audio so I am not surprised

qft, cant believe their customer service

[HASHTHRASH v.666]

Mine wasn't working, and it was freaking me out!   Plugged in to my mac and nothing.  Plugged it into a wall and nothing.  Wouldn't charge, and wouldn't even turn on.  I just started reading this thread (I've been away from this site for a couple of months)and got even more worried!  I haven't had time to get into sending it in for repairs or getting ahold of tech support since my  computer has been acting screwy and I needed to address that first.

Scared as hell, I plugged the Microtrack in to my comp, and would ya goddamned believe it?  Right away it turns on and starts charging!  I'm happy I dodged a bullet, but reading all this makes me want to not buy another thing from this company.  I'm also saving up for another audio recorder.  I do like the size and weight of this, so I hope I find something comparable. 

[jtessier]

Mine wasn't working, and it was freaking me out!   Plugged in to my mac and nothing.  Plugged it into a wall and nothing.  Wouldn't charge, and wouldn't even turn on.  I just started reading this thread (I've been away from this site for a couple of months)and got even more worried!  I haven't had time to get into sending it in for repairs or getting ahold of tech support since my  computer has been acting screwy and I needed to address that first.

Scared as hell, I plugged the Microtrack in to my comp, and would ya goddamned believe it?  Right away it turns on and starts charging!  I'm happy I dodged a bullet, but reading all this makes me want to not buy another thing from this company.  I'm also saving up for another audio recorder.  I do like the size and weight of this, so I hope I find something comparable. 

It must have depleted it's battery completly. The MicroTrack won't power up when the battery is fully dead (or at least below it's threshold limit for powering up). One that is will usally take from 5-10 minutes of charging to 'come on'. There's a new note in currently shipping units about this. It keep the battery from totally discharging 100% and becoming damaged.

[Nick Graham]

Well - after 3 months of complete BS, I finally got my Microtrack back today. Seems to be working fine, I updated it with the new firmware and everything went smoothly.

Glad to see this is finally over - though I stand by my previous statement that I will never buy another piece of M-Audio equipment.

Also, a HUGE thank you to Neutrino, who's been letting me borrow his MT for the last 9 weeks or so. It's cool folks like him that make TS.com such a great place.

[neutrino]

Well - after 3 months of complete BS, I finally got my Microtrack back today. Seems to be working fine, I updated it with the new firmware and everything went smoothly.

Glad to see this is finally over - though I stand by my previous statement that I will never buy another piece of M-Audio equipment.

Also, a HUGE thank you to Neutrino, who's been letting me borrow his MT for the last 9 weeks or so. It's cool folks like him that make TS.com such a great place.

Just curious if you got a replacement, or did they actually repair your original unit? Did they state what the problem was?
dB-

[udovdh]

Slightly related:

I sent en amil to M-Audio after release of 1.3.3: RE: M-Audio Microtrack firmware update 1.3.3: thanks, but...
(title says it all, I expressed the need for seamless 2GB splits)

Got a reply:

Thank you Udo,
 
I will forward this message to the developers.

[wbrisette]

Why would any company keep their R&D in the US anyway?  R&D almost inevitably follows manufacturing.  Who's going to stop them?

The company I work for does 90% of the R&D here in the US, the rest is in either China or Europe. All manufacturing is done in Taiwain. The big fear in the R&D world is instability of places like China. There is nothing stopping them from taking IP (Intellectual Property) and saying it now belongs to the government. That has happened, and is the biggest reason a lot of US companies are thinking twice about how much R&D goes abroad.

Wayne

[Nick Graham]

Well - after 3 months of complete BS, I finally got my Microtrack back today. Seems to be working fine, I updated it with the new firmware and everything went smoothly.

Glad to see this is finally over - though I stand by my previous statement that I will never buy another piece of M-Audio equipment.

Also, a HUGE thank you to Neutrino, who's been letting me borrow his MT for the last 9 weeks or so. It's cool folks like him that make TS.com such a great place.

Just curious if you got a replacement, or did they actually repair your original unit? Did they state what the problem was?
dB-

It's the same unit. They sent it back in my original box I sent it in, with no notes as to what was wrong, what they did to repair it, etc.

It's basically the exact same thing I sent, only now it'll turn on!

[mhibbs]

Well - after 3 months of complete BS, I finally got my Microtrack back today. Seems to be working fine, I updated it with the new firmware and everything went smoothly.

Glad to see this is finally over - though I stand by my previous statement that I will never buy another piece of M-Audio equipment.

Also, a HUGE thank you to Neutrino, who's been letting me borrow his MT for the last 9 weeks or so. It's cool folks like him that make TS.com such a great place.

Just curious if you got a replacement, or did they actually repair your original unit? Did they state what the problem was?
dB-

It's the same unit. They sent it back in my original box I sent it in, with no notes as to what was wrong, what they did to repair it, etc.

It's basically the exact same thing I sent, only now it'll turn on!

It's beside the point now, but back a long time ago when I went to buy a MAudio Audiophile 2496 Doug Oade told me he thought it was an excellent product but that there customer service was horrible.  Thinking I'd never use customer service anyway, I bought it, and it's been fine, but it sounds like your experience confirms what's been a problem for YEARS now.  +T for not turning into the unibomber.

Mitch