Latest post Wed, Feb 21 2018 3:44 PM by DStone. 10 replies.
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  • Sun, Feb 11 2018 6:04 AM

    Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    We can't believe what happens here atm. After still having issues to get Avid 2018.1 running smoothly we also have to face additional hardware challenges now. Newly purchased Avid artist series (Mix, Color, Transport) controllers for our third editing desk in the second level production offices, but with lots of issues from the frist day ... And everybody who knows me here, wonders that I seem to have no clue what to do with it now. I feel lost with a loss of a lot of money. I am known for solving hardware issues and for handling hardware very very carefully and advocating for carfeful handling all the day to the team. Destressed cable-conncetions, soft equipment moving, double careful packaging, no hard pushes and smart handling while installing (taking care about what your hands are doing and how hard they press, etc), etc. I am a monk in such things and very very careful. But with no avail for this new - but kind of broken - hardware.

     

    The artist mix turned on only 2 times. That's it for now. Now  I can't turn it off no more and it is freezed. How it happend?: After first testing I had to turn it OFF and unplug the power cord to move it on the desk a little bit to the left. And to make sure that no cable gets stressed I pull all cables off for the move of course. Then I wanted to reconnect the power cable and was wondering that the device turned ON already by connecting even before I pressed the ON button. So, if the power cable is connected, the device is ON already and is doing nothing now, the Eucon mangement tool does not find it and it only shoes the AVID screen on each track.

     

    The Artist transport seems to turn OFF sometimes without warning and I have to turn it ON 2, 3 times until it keeps being on. Additionally the shuttle ring seems to do nothing and can not be programmed to make any sense. The jog shuttle needs to be activated with an additional button but this sadly turns OFF the timecode in the controller window just to show the word "jog" ?!

     

    Additionally to all of this issues the Euphonics sub domain of avid.com seems to be offline randomly and it is hard to find a proper support contact for this. :/ It is quite frustrating to purchase these expensive controllers and to feel left allone with it now for a middle sized company.

     

    Does anyone has some ideas what we can do by by ourself to make these controllers work at least minimum stable? Or do I need to send them all to Avid now? Even if newly purchased?

     

    The even worsed part of it is, that we purchased it already some time before because we knew that we will have the third editing room build up next. But this is some time ago now and I can't exchange the hardware by the dealer.

  • Mon, Feb 12 2018 2:43 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Let me get on this for you and see what we can do to fix this......

    I will email you directly...

    Marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Tue, Feb 13 2018 8:44 AM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Marianna:

    Let me get on this for you and see what we can do to fix this......

    I will email you directly...

    Marianna

    Thank you Marianna. Very much appreciated. We would love to hear from you. How do we get in contact? There is nNo message in my mail account yet so far. Greetings from Berlin.

  • Tue, Feb 13 2018 4:16 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Email me directly

    marianna.montague@avid.com

    Need your My Avid email

    Unit serial

    where you bought it

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Thu, Feb 15 2018 12:47 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Thanks for your support Marianna. We recieved an email from the avid support mail account with a request to send a purchase receipt as a proof of purchase. We did it yesterday and wait for response. We put you in CC.

  • Thu, Feb 15 2018 2:14 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Happy to help out.... keep me posted please!

    Marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Fri, Feb 16 2018 12:55 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    No respone until now ... [Case : 03402775]

  • Fri, Feb 16 2018 4:36 PM In reply to

    • rodpaul
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Sorry to hear of your troubles - Euphonix gear an acquired taste. There is much experience, especially with connectivity, on forums, mostly audio, although the protocols are the same. Artist Mix severely limited with MC for some reason, but it can be useful and is better than mousing it. I have an Artist Color patched into Baselight for Avid. It is an exquisite combination, but I hear many compalints about the interface with Symphony CC, which seems odd. There are no lags or interface issues at all with Baselight, and I was surprised to see Color headed for EOL. Can't imagine corrections without a panel. Good luck - once you get the connectivity under control things should be a lot easier. Don't know anything about Transport.

    Dell T3600T 12 Cores 3.5 ghz Intel 32GRAM K4200 Windows 10 [view my complete system specs]
  • Fri, Feb 16 2018 5:25 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    rodpaul:

    Sorry to hear of your troubles - Euphonix gear an acquired taste. There is much experience, especially with connectivity, on forums, mostly audio, although the protocols are the same. Artist Mix severely limited with MC for some reason, but it can be useful and is better than mousing it. I have an Artist Color patched into Baselight for Avid. It is an exquisite combination, but I hear many compalints about the interface with Symphony CC, which seems odd. There are no lags or interface issues at all with Baselight, and I was surprised to see Color headed for EOL. Can't imagine corrections without a panel. Good luck - once you get the connectivity under control things should be a lot easier. Don't know anything about Transport.

    Thanks for your insides, rodpaul. Very kind of you to chime in with your thougths on this. But we are not satisfied at the moment in the studios here at all. Nevertheless, Our previous comment was rather regarding the open unanswered ticket and the obvious powering hardware failure of a newly purchased product, which is not acceptable for a one thousand Euro controller. Sadly the certified local dealer is not responding, which is already quite dubios if you ask me, and if the dealer keeps being silent on this, we will surely warn our industry partners here in Germany (TV,Music,Film) and willl black-list this shop. We will report back here when it becomes 100% sure.

    And until now, I only have a purchase proof request (already answered), and a take over info mail from an Avid support center "investigating" the case. We are quite curious where this goes ...

  • Wed, Feb 21 2018 2:04 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    ... this is an email copy for the mail recipients, since the mail exchange between ACC and us seems tbroken ...

    Hi --NameOfSupportHelper(replaced)-- , Dear Avid customer care,

    To your question from the last email: Yes, we have send you a longer email regarding the Avid Artist Mix hardware issue. 2 times now. How come that you only could read the first lines? And yes we have contacted the Avid certified repair service you named, like advised, and they let us know that we will have repair costs now. We never used this hardware, tested it after purchase for an hour and put it back in the box until the editing room was ready build. And now, after a year, we would have to pay for repairing hardware we obviously purchased already broken? An 8 channel controller of about 1080,00- € cost? And it actually doesn't matter if we used the hardware or not, legally. But after exactly 1 year, the hardware starts to have obvious powering issues. That was the reason for the longer email I wrote. And there is no good will? Exactly on the thin line between the first year and the second? The repair service told us, that they already know the issue and I read a lot about it in the web. So this issue is not new for Avid, right?

    (PS: We have 2 open tickets, in both we tried to reach your German support phone and have been redirected to the Philippines after 15 Minutes being on hold, with the promise of a call back which has never happen...)

    Here is the whole email from the last days again (with some correction after things have changed). Sorry for posting it here in public but since the Avid mail management is not able to show the complete mail to the recipients in the Avid Customer Care, we are copying it over here:

    Hi --NameOfSupportHelper(replaced)--, Dear Avid Customer Care,

    The last days you have spoken with my 1st assisting director. Let me take over the communication of Marcus (p.p. for me) and you from the last days, since this becomes a serious issue now. Thanks for your report and for taking the time to take a look at this issue. Since we asked and you responded: We will continue our mail conversation in simple text format now, as requested.

    To the issue: The Hardware has been purchased in Germany by an Avid certified dealer and training center (Name replaced here in public) and the first report to the dealer of defect feet is already from the date short after purchase. The feed haven't been exchanged yet. And the first report of technical issues was short before end of first year per mail but was not replied to. We have spared to ask why, since we all know the answer and that we can't proof it. Additionally the purchase underlies the Germany Law and Act of a 2 years basic customer warranty for purchased hardware. The hardware hasn't been used, has been tested after purchase without issues, has been put back in the original box, un-boxed some days ago now again and was defect from the first moment. It was just driven by our kindness to go the road of asking and reporting in community boards and to contact the Avid support with the help of Marianne to maybe gain a positive and possible alternative solution with you (some goodwill?) to fix this without drawbacks for anyone involved here and without any more noise (A product exchange or an Avid communication with the dealer to exchange the hardware maybe?) I don't know why I expect such help for a case like this ... (irony)

    At the first moment I didn't wanted to blame the dealer for a hardware issue, especially since he told us back in the days, that he had to order a new one from Avid to complete the requested purchase. And what else is the Avid certificate good for? We assumed that there will be no issue. But now we have a hard time get in touch with the dealer and we can't ask Avid for more help than to get the link to a repair service? When a hardware issue, a Customer Care Center and a certified dealer can act against the interests of Avid quality insurance and Avid customer care for professional customers, which are most commonly working in the film industry? All involved seem to renounce and deny their self and all our tries to contact for help are to no avail...

    To redirect us kindly to a repair service with a note regarding a one year warranty is not very nice in this case and does not show any good will. Sorry. We know that you act from your legal point of view, but it gives us the feeling, that our kindness gets exploited and our will to spend money for Avid products was a mistake. We hope that you understand our anxiety and further thinking about this. We do not accept any extra costs for this newly purchased hardware never used for editing at this moment, until we used it at least for some time. And we wouldn't complain if we would talk about a no-name product of 100-200 coins. But this is a 8 channel mix controller of Avid costing 1081,00- € street price in Germany.

    Please note that we have been forced now to contact our legal affairs department and find ourself compelled to bring this issue to court and blacklist the dealer in German industry, if we will be left alone here. The last days we were too busy with Berlinale but we will go on the next days with this case. WE can't believe what happens here. Sadly the circumstances leave us with no other options if this was all support we will get.

    We very much appreciate your efforts to help. But please give us some more options here to let us not feel pranked.

    (company signature removed)
    (we remove this post when the Avid Customer Care (Support) confirms, the message has been read)

  • Wed, Feb 21 2018 3:44 PM In reply to

    • DStone
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    I think a big question is what are the consumer protection laws in your country? Here in the US, protection laws are generally at the state level (and where I live there are very good consumer protection laws). The issue is the warranty is a kind of implied contract. If it says the warranty is for 1 year, then it's 1 year (where I live one can actually argue it's 1 year from date of delivery and not date of purchase).

    Here's where things get interesting for those of you in the European Union. There is actually an implied 2-year guarantee under EU directive 1999/44/EC. To quote part of it:

    "A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period."

    It's possible for a EU state to not have implemented this directive (it was implemented in the UK; at least until Brexit happens). So check to see if it's being enforced where you live. You are required to show that the fault is inherent in Artist box (part of the directive) and that it wasn't abused in any fashion. All things considered, you may actually have a required warranty repair. Just check on that directive.

    DIY quad core I7-4790K, 16Gb, NVidia GTX 970 4GB, Win 10 Pro, MC 8.x (generally the latest or the one just before), MC 7.x [view my complete system specs]

    Dave S.

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