fader automation stops during pass

[Barranca]

My 2 brand new units arrived yesterday and BOTH of them affected.....

The retailer is trying to help me, thankfully, however I dont know how close to 30 days I want to get.

I remember when I bought them last week, the sales guy said he had nearly 100 in the warehouse.......hopefully they pull the bad ones and dont sell them.

[mixboy bob]

Support has gotten to me and asked for shipping info also... progressing in a positive direction!

[dcoughlan]

Is there a recall going on at Sweetwater? They're showing out of stock/pre-order now. IS it safe to assume an order from them will contain one of the newer units?

[Barranca]

Bob, Are they shipping new directly to you? Very cool if so.

I am worried my retailer will try and deploy faulty ones from stock to me, so I am curious if I should just contact Avid?

Originally Posted by mixboy bob

Support has gotten to me and asked for shipping info also... progressing in a positive direction!

[Cheesehead]

My retailer here in the UK has agreed to accept a return no questions asked out of the 30 day warranty, so they're obviously aware of the situation.
I think I will swap it for a Dock.

[EddieJones]

Please contact AVID Customer Support, not the dealer for this issue. No need to worry abut 30 days we will resolve it for you.

[EddieJones]

Originally Posted by dcoughlan

Is there a recall going on at Sweetwater? They're showing out of stock/pre-order now. IS it safe to assume an order from them will contain one of the newer units?

Yes

[dcoughlan]

Originally Posted by EddieJones

Yes

Order placed. Thanks!

[Barranca]

Eddie, thank you for your help, however the 30 days is for those of us who have just purchased S1's as little as a few days ago and are experiencing the fader problem and are finding it tough to get a resolution.

My retailer says they know nothing about this issue, (both sales dept and the companies tech support want to send me replacements from their stock.

1) how will they know they are not sending me affected units as replacements?

2) since Avid support has only communicated to me once on my open case , indicating :
"""""Entered by: Raphael
For this reported problem, it may be required to send over the Avid S1 for repair.""""""
This is not cool as the reason i spent $2500.00+ was to get new working S1s, not used repaired S1s. Plus the down time for a repair turn around?

3) this retailer is Nation wide in the united states, and i am concerned for other potential new owners falling into my situation, and am really surprised that Avid has not communicated to them of this issue.

What would you advise I do at this point?

Thanks in advance for any help you can provide.

Originally Posted by EddieJones

Please contact AVID Customer Support, not the dealer for this issue. No need to worry abut 30 days we will resolve it for you.

[EddieJones]

Originally Posted by Barranca

Eddie, thank you for your help, however the 30 days is for those of us who have just purchased S1's as little as a few days ago and are experiencing the fader problem and are finding it tough to get a resolution.

My retailer says they know nothing about this issue, (both sales dept and the companies tech support want to send me replacements from their stock.

1) how will they know they are not sending me affected units as replacements?

2) since Avid support has only communicated to me once on my open case , indicating :
"""""Entered by: Raphael
For this reported problem, it may be required to send over the Avid S1 for repair.""""""
This is not cool as the reason i spent $2500.00+ was to get new working S1s, not used repaired S1s. Plus the down time for a repair turn around?

3) this retailer is Nation wide in the united states, and i am concerned for other potential new owners falling into my situation, and am really surprised that Avid has not communicated to them of this issue.

What would you advise I do at this point?

I would advise you to stick with Avid Customer Support. You will get a new unit before you need to send in your old unit. This has nothing to do with the 30 normal period so don't worry about it. What is your case number ?