Topic: My email to M-Audio...

[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.