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.