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Post by basspro on Mar 28, 2024 14:34:12 GMT -6
I have a Heritage OST-8 ADAT rack that I had to send in for support and it’s been there for quite a while. Was having clocking issues when clocking via word clock and the plastic window that holds the ADAT cable popped out along with my cable while I was troubleshooting.
They received the rack 2/18, then after a few weeks, I reached out to them asking about the status, as I’ve had several projects and have had to borrow converters from friends to complete tracking sessions. I received a reply on 3/7 saying that it was on the bench and that they would reach back out with any updates, but I haven’t heard anything since then. Is this par for the course or should I be concerned? It’s been 3 weeks since they said they were working on it and no update…
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Post by Johnkenn on Mar 28, 2024 15:39:08 GMT -6
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Post by james7800 on Mar 28, 2024 16:00:46 GMT -6
I've had similar experiences with them. The outcome turned out good but took a while and there were some gaps in the communication.
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ericn
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Balance Engineer
Posts: 14,940 
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Post by ericn on Mar 28, 2024 16:05:18 GMT -6
First I have heard nothing but good things about RAD Heritage support. Now 3 factors come to mind here.
First if the clocking issue was intermittent it might not be happening on their bench. They should contact you and ask about the exact setup where this issue showed its ugly head.
2. It went back to Heritage and or they might not have these in stock. Again excellent service would include contacting you.
3. Parts I’m thinking the digital portion here, it’s not like Heritage is say MOTU with a dozen products that use these parts and they could be back ordered. I’ll say it again they should have….
If it was me I would PM RAD here and contact my dealer. Pressure can make things move.
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Post by ragan on Mar 28, 2024 16:49:19 GMT -6
I would bet you’ll get support now that this is on the forum
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Post by thirdeye on Mar 28, 2024 17:15:04 GMT -6
I contacted Heritage support last October, and they responded 12 hours later. This was only for a new wall wart psu, but they still took care of me quickly.
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Post by basspro on Mar 28, 2024 17:16:48 GMT -6
I would bet you’ll get support now that this is on the forum Wasn’t the motivation for posting, but whatever works! I’m typically pretty patient with repairs and things of that nature, but this accounts for half of my converters. I’m having to borrow an older Lynx Aurora 8 and a 500 rack from a friend to cover sessions while I’m waiting to get the Heritage unit back. My friend is being super generous to let me hang onto this stuff, so I just don’t want to put him out for too long. |
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Post by raddistribution on Mar 29, 2024 3:42:01 GMT -6
Sorry about any delays. Jan-March of every near returns, repairs and rmas double if not triple vs the rest of the year. This is the rubber band effect from the holiday season. We actually slow down production this time of the year to get all engines running on repair work.
Please email me a seth@raddist.com or pm me and I’ll check on the status of this.
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Post by thehightenor on Mar 29, 2024 4:50:36 GMT -6
I would bet you’ll get support now that this is on the forum Wasn’t the motivation for posting, but whatever works! I’m typically pretty patient with repairs and things of that nature, but this accounts for half of my converters. I’m having to borrow an older Lynx Aurora 8 and a 500 rack from a friend to cover sessions while I’m waiting to get the Heritage unit back. My friend is being super generous to let me hang onto this stuff, so I just don’t want to put him out for too long. After sales service and repair are the make or break of me buying from a company. A company shows its true colours with how they deal with customers after they’ve had your hard earned money. When you frequent forums it doesn’t take long to work out who has the best reputation and who falls below the mark. For example, I’ve had nothing but terrible post sales service from Sennhesier, so I avoid buying from them if at all possible. It’s one positive of social media - holding companies feet to the fire. I can except it when things take longer if I’m presented with valid reasons. It’s all about regular and honest communication to the customer. |
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Post by jeremygillespie on Mar 29, 2024 6:46:04 GMT -6
If the airlines have figured out how to text me when my baggage is on the plane, off the plane, in the baggage area at the airport, I feel like anybody can. I mean, I hate airlines, but they got that one thing right.
I’d imagine it might take a little time to get situated, but somebody needs to come up with an app for repair people to use that creates a label, and allows it to get scanned at every step of the process with a comment and or pictures uploaded for the customer to see and follow along so they aren’t left in the dark.
I got a dirt cheap M160 on reverb years ago fully knowing it would come DOA. It in fact was broke as a joke and I had to send it back to Beyer to get it re-ribboned. That took like 5 or 6 months and I almost just figured it got lost on its way there. One day it just shows up on my doorstep like magic. This is how they do business?!?!
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ericn
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Balance Engineer
Posts: 14,940
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Post by ericn on Mar 29, 2024 14:20:15 GMT -6
Wasn’t the motivation for posting, but whatever works! I’m typically pretty patient with repairs and things of that nature, but this accounts for half of my converters. I’m having to borrow an older Lynx Aurora 8 and a 500 rack from a friend to cover sessions while I’m waiting to get the Heritage unit back. My friend is being super generous to let me hang onto this stuff, so I just don’t want to put him out for too long. After sales service and repair are the make or break of me buying from a company. A company shows its true colours with how they deal with customers after they’ve had your hard earned money. When you frequent forums it doesn’t take long to work out who has the best reputation and who falls below the mark. For example, I’ve had nothing but terrible post sales service from Sennhesier, so I avoid buying from them if at all possible. It’s one positive of social media - holding companies feet to the fire. I can except it when things take longer if I’m presented with valid reasons. It’s all about regular and honest communication to the customer. See where as I get seriously good service from Sennheiser, I guess it’s who you know. The biggest issue for dealers manufacturers and service centers is always communication. The biggest problem is they all tend to think in terms of what they do and blindly assume the customer knows what they have to deal with, not how it looks to the customer. I can’t tell you how many times I have told people to “ send something in to your company to be serviced under another name and see what dealing with you is like from the customers point of view.” A few have actually done it. |
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