Anyone here know alt procedure to get hardware fixed?

[MrRippie]

Hey guys,
I know this is a "user" forum and is exactly why im posting here.
I've gone the route as well contacting digi.

I bought a 003 factory about 10 months ago, spent countless hours
originally trying to get the thing up and running, posting on here and tech
was saying it was a "settings" issue. I bought the required firewire card..etc..etc. Still wouldnt work.

Finally decided to return the item to the store, they sent a new one..and
bam, instantly working. (for the most part)

For the last 9 months I've had a ridiculous issue getting a DAE-1115 error on start up. (failing to see hardware)
I would literally have to restart, reboot, re"do anything/everything" to get the program to open, but once it finally opens it works just fine.

So once again asking about it im told its "the computer". Well i just upgraded to a diff computer, same approved firewire card..etc.
And imagine that.. I still have the DAE-1115 error constantly.

I went to install my midi stuff very recently and it wouldnt work. So i close the program, get the disk out, i see there is a "midi" installer.
I goto install it from that, and the installer cant find the hardware. Thats funny, the 003 is on, saying offine and ready to go. Obviously there is some kind of problem with the unit staying connected to the computer consistantly.

I've tried the usual suspects dozen's of times. Cables, different (but same model) firewire card.. No wireless or ANY internet connections..etc..etc.

The fact that I wasted hundreds of hours the first time around only
to find out the unit was broken makes me just know in my heart this one is messed up as well.

So after all that explaination,
here is where i am REALLY beyond frustrated.
I contact digi, and they want me to call a number that costs THREE DOLLARS A MINUTE????? in order to decide if its "worthy" of a return?

This kind of support is absolutely ridiculous in my mind.
Its bad enough they nickle and dime us for every little extra feature in protools (which are STANDARD in other programs)
they want PAID over the phone as well?

I realize the $$ you spend on the phone is "applied" to your bill in the end..
which of course in my situation shouldnt be anything since im under 1 year,
but I think its ridiculous that I have to get out my credit card to talk to someone at a company i spent thousands of dollars on like im calling some 976 porn number.


Since tech support doesnt seem to be very helpful in email
does anyone have a direct email to get an RMA# to return a piece of hardware to be fixed?


Sorry this is so long, i just had to quietly vent somewhere about this
in the open.

[albee1952]

A Sandra report might help someone to spot something here. I seem to remember 1115 pointing to a firewire communications issue(but I could be wrong on this as its been a long time since seeing this error). What drive are you recording to?(internal or external, what interface....). Have you tried trashing DAE prefs yet?(see the troubleshooting thread for info on this).

[MrRippie]

Originally Posted by albee1952

A Sandra report might help someone to spot something here. I seem to remember 1115 pointing to a firewire communications issue(but I could be wrong on this as its been a long time since seeing this error). What drive are you recording to?(internal or external, what interface....). Have you tried trashing DAE prefs yet?(see the troubleshooting thread for info on this).

hey albee.
I remember you helped me out a year ago when the first piece of hardware i had ended up being bad.
Ive had this issue for almost a full year. Ive trashed my DAE pref's probably a thousand times. LITERALLY.

And this is the 2nd computer im on now.
Using the digi approved firewire card. Same MODEL as the one i had in my old machine
but when digi said to go that route last year I bought 2. The firewire card thats in the new computer is
the same model but a DIFFERENT one. (ruling out a bad firewire card)

The first time around everyone insisted it was computer spec's and
ended up being a faulty unit.
There isnt too many threads that deal with this issue, and the most frustrating part is most people never post what their fix was.
I did read somewhere that THEIR unit ended up being bad. A few parts were replaced and they have been fine since.

What gets me slightly PO'ed is the fact that in the digi reply the only option from them was to a call a $3 dollar a min phone number?

They are of course going to want to start from the beginning..at 3 dollars a min? BS man!

I'd just like a simple email address to contact someone to get an RMA#
to have this thing looked at. Plain an simple.

[albee1952]

You may have to do some snooping around but I know they have email to tech support(I used this over a year ago and remember it took a while to find). Have you tried getting the dealer to intervene for you? I feel your pain and wish I had better info to offer.

[The Weed]

You still might want to post a Sandra or PC Wizard report so people can check your set-up. It doesn't cost anything and only takes a couple of minutes.

See the General Troubleshooting and Help Us Help You stickies for instructions.

Cheers,

[sunburst79]

Originally Posted by The Weed

You still might want to post a Sandra or PC Wizard report so people can check your set-up. It doesn't cost anything and only takes a couple of minutes.

See the General Troubleshooting and Help Us Help You stickies for instructions.

Cheers,

If there is actually a problem with the hardware the call will not be billed.

DAE 1115 Is FW communication error. It could be the FW card, the cable, the FW board in the 003, Wrong FW driver.......

I used to get (rarely) DAE 1115's at random. I replaced the FW cable and haven't seen one since.

We need the Sandra report. Really.