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-   -   DAD Poor Service Levels / Support (http://duc.avid.com/showthread.php?t=411395)

Stephen Webster 08-05-2020 01:12 AM

DAD Poor Service Levels / Support
 
So we installed a DAD Mom controller in Feb, between March and June we have been in lockdown and the controller had zero use.

The TB button on the controller has failed...

Emailed DAD - 27th July reporting the issue
Emailed DAD - 29th July following up, since no response
Email from DAD - 30th (Jan Lykke) stating they can ship me a button, which will need to be soldered in.
Emailed DAD - 30th July asking if opening the unit will void warranty?
Emailed DAD - 4th August following up, since no response

Anyone else having issues with DAD?

For what its worth, we also had serious delays in getting the initial unit shipped to us, it arrived 3 weeks late.

creativecontrol 08-05-2020 08:35 AM

Re: DAD Poor Service Levels / Support
 
Sorry to hear about your problems with MOM.

I do know that NTP has been on holiday recently. I'm sure they will get it sorted. They do in fact care about customer service. If you still have unresolved issues let me know and I will reach out.


best,


Jeff

Stephen Webster 08-09-2020 12:01 AM

Re: DAD Poor Service Levels / Support
 
Hi Jeff,

Still nothing. Myself and the local agent chased again on Friday. The fault was reported 2 weeks ago now, and still no solution in place yet. DAD are absolutely one of the worst companies I have ever dealt with.

If you have an inside line to them, that would help. We have had an entire suite limping along now for two weeks.


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Stephen Webster 08-11-2020 06:20 AM

Re: DAD Poor Service Levels / Support
 
Myself and the local agent chased Jan Lykke again today, via email and multiple telephone calls... NOTHING....

Is anyone else experiencing this poor service?

It's almost 3 weeks later now, with NO resolve in place. Not impressed!!!

Stephen Webster 08-11-2020 11:07 PM

Re: DAD Poor Service Levels / Support
 
Update...

Jan contacted me yesterday and we are now in the process of trying to resolve the matter. Thanks for the assistance Marti.

I do love their products, unfortunately for me reaching them has just been painful... maybe I’m just unlucky.


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