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Question about service support of “Aphex”

P

Phaser

Guest
Hello to everybody, did know if Aphex support/service his units?
I ask that because I contact before two weeks on [email protected] with all data that prove the legality of the unit i.e. S/N etc for a problem with a PPDM stereo generator card from a 2020MKI and still I don’t receive any email neither an simple automated, my local dealer did not support that type of units, they say don’t have enough experience about, they are most on PA’s rather than of broadcast units.

I am sorry the say that for such great brand but that “insensibility” reminds me more a famous German made in Korea brand for his cheep units. I never wait such disappointment from one of my few favorite’s analogue brands. Please inform me how I can reach them; to solve my problem, the next thing to do is to email direct to Mr. Marvin Caesar, really what happen to Mr.Donn Werrbach chief Engineering? I don’t see it on “Contacting Aphex List” he still co-operates with Aphex?

Thanks a lot for your responses.

Best regards
Phaser.
 
you will probably have to CALL.Back when i was "blessed " with a 2020,their email support was aweful.asked a dozen times for them to email me the remote software,never happened.if it's the SG,it would probably cost more to fix it than the box is worth.any box except the Mark III ,left alot to be desired.IMHO
 
I had a MK III on my webstreasm and Don took spent an hour with me on the phone fine tuning the sound for the stream. Yes, the email support is sub-par but I've had pretty good luck with phone support.

I have a MK I that I'm using now (I had since liquidated the MK III) and pondered upgraded it since it has both the digital I/O and the stereo generator cards in it. Most people told me it wasn't worth the cost to upgrade it. I was going to try cross-marrying the cards but everybody I spoke to said that would have been a nightmare, so I'm using the lowly MK I to run my stream and as a poor man's backup for the test bench FM box.

FWIW: I bought the MKI for a grand some time ago when it was newer, so I think everybody's love affair with the 2020 has long since gone.
 
yeah, right Rob.they are probably emailing Rick Dees and explaining why that Aphex 230's pre-amp is so harsh sounding and why the gate is so touchy.I found their email support sucked.The poster just need to find out if it is worth repairing a Mark I (it's not a Mark III). We had several in the field years ago, most are probably boat anchors by now.
 
oldiesstation said:
yeah, right Rob.they are probably emailing Rick Dees and explaining why that Aphex 230's pre-amp is so harsh sounding and why the gate is so touchy.I found their email support sucked.The poster just need to find out if it is worth repairing a Mark I (it's not a Mark III). We had several in the field years ago, most are probably boat anchors by now.
Click to expand...

Yeah, whatever. It's easy to slam a company when you hide behind a message board alias.
 
Read Phaser's post again.He tried for TWO WEEKS to get Email support.Well, if he has to email the company president,why the hell does the company president need tech"s if they are not going to be there for the customer?Not slamming Aphex at all.Basically they had one great product the Compellor, but you know what,it's not as transparent as they "claim".Maybe you did not comprehend Phaser's post.
 
Hello again, thank you all for fast responses, well if “their email support was awful” what is the purpose of the “Contacting Aphex” page on their website? just for public relationships? Any way before I email direct to Mr. Marvin Caesar or call them maybe someone knows something about the strange malfunction of the PPDM stereo generator card, so here the story.

The unit were come to me it was on full working order including the
stereo generator card, I decide to clean-up the interior with air blower (as I do on all used units) especially the side where is the cooling fan which is faced with the parts side of stereo generator card (it was full of dust because someone don’t bother to place an dust filter) then I check the condition of the memory battery it was
“dead a big zero V” so I replaced it with brand new one, after I power up the unit to check if everything is OK, audio IN/OUT processing procedure is OK but the MPX OUT not anymore, the LCD shows on MAIN MENU-F7Options-Stereo Gen:Empty even if the card is on its place with all connectors attached on it.
After inspection with Oscope there is NO pilot neither 38Khz, looks that after removing the “dead battery” lost his data? There are two EPROM one says Digi-Coder PPDM and one Digi-Coder Pilot both at 1.0V.

Did any one have experienced again with such “crazy malfunction?” (I have replace “dead batteries” on many like that units from other brands but never arise such problem, on manual of the unit nowhere indicate some Warnings about replacement of “dead battery”)
Any idea are welcome, even if looks like the most stupid:)
I am not so skilled with Digi-Coder’s instead of classic faithfully analogue coder’s.

PS: I don’t like to see some biased responses even if they have absolutely right, I am always on “Polite side” as my guru Bob:)

Thanks a again for your responses.
Best regards
XFon
 
it came to you working.you used an air blower(could you be more exact on that) on it.i'm hoping you meant compressed air like we clean computers with.not sure what PSI your air blower has, but i suspect it may be the culprit(cause & effect).i would reseat the card,recheck every connector,especially those pesty ribbon connectors.Recheck the SG board .Beware of static electricity.
 
Phaser,
FWIW I didn't experience the issue you described with battery replacement. The unit has always come up showing the stereo generator card being available and active.

I hope you used good quality air and not "shop air" from a compressor. I've seen compressor air have oil in it and that will leave a nasty film or perhaps manifest itself into something much worse.

Also, it was Wayne at Aphex, not Don, who spent the hour assisting me in getting the sound for the 2020 on my webstream.
 
Hello colleague, thanks again for your responses, “oldiesstation” all that you propose I have already done many times, actually I don’t pull out any connector from its place I only blow air and replace the dead battery, the air blower I use is a handheld portable similar that for PC or house application, as of “reseat” the card as maybe you know the stereo coder card is not seat as the other audio cards on motherboard but its alone on the PWS compartment.

“Bill DeFelice” as I describe on “oldiesstation” the air flow I use it was smooth enough with “dry air” just do not damage the card, for that reason I’ve only suspect the replacement of the battery, what can I say? Only that, maybe I blow too much air on it and “catch a cold :)” maybe it’s wise to seat and wait to “retrieve his energy :)”
I never have any doubt about the reputation of Aphex, but that “ignorance” makes me to change my mind.
Just a mention “Donn” is among my favorites guru as “Bob” is.

Thanks again to helping me, I will email to Mr. Marvin Caesar and may call them; I will inform you from here what will be done.

Best regards
XFon
 
"In general" I find most companies are hopeless when it comes to answering emails.

I say "in general" because there are a few that have got it right. I don't wish to knock the support of these companies as they really do look after their customers.

As for Aphex however, I emailed them almost a year ago to enquire about modifying the 720 Dominator.

If I recall correctly it took several emails before I got a reply - but I did get one in the end. Follow up was so-so.
At best I would describe their email support as "patchy".

They did however solve my problem in the end, and did provide me with some technical information that is not listed in their service manual relating to pre-emphasis values for 50uS as opposed to 75uS.
These I have to add were scribbled on a piece of paper which was then mailed to me.

So, all in all a successful outcome, but far too 'inconsistent' to be called 'tech support'.


Call them on the phone you say?

Well, that's fine if you live in the USA. I however am a million miles away around the other side of the world in a different time zone and reliant on international tolls to contact anyone in the USA.

Add to which I have to get up at some unspeakable hour to talk to someone during the USA 'daytime'.

Email is free - is not affected by time zones and is useful when only a written reply is required. If companies such as these who are marketing products that invariably need technical support actually put two people in charge of dealing with email enquiries then they would foster much better relationships with their customers.

I say two people, because what it needs is one person who deals with the actual email and is responsible for making sure a reply gets back to the enquirer.
Then it needs someone who is in the technical department that the first person can liaise directly with for the answering of said email.

In the past I have had situations where the email is opened by one person, forwarded to a second person who asks a third person to deal with it, who in turn asks a fourth person for information relating to the problem. Person number three doesn't return the email to person number two - and person number one has forgotten that he's even had an email about it - believing all along that once it was sent to person number two that he would deal to it.

This kind of communication mess is typical I believe of what happens in most companies, simply because no one has ever been charged with handling things in a proper and efficient manner.
Once the General Manager has been made aware of this, their response is usually something along the lines of "I didn't know there was an issue in this respect".

It all comes back to lack of communication between departments. It's not hard to make an email support system run efficiently but it does take a little planning and a lot of follow up.
 
Hello Studio1, thanks a lot to inform me your experience with Aphex service, you have quite right to say all that, on your case where asking how to modifying an 720 its OK I understand and accept it they do not answer at all because to provide any info about mods outside of the factory is forbidden due the company policies, but on my case I just asking to support an legally unit maybe little outdate if you like but at least is not a “stolen” unit and must show some “interest”.

As to call them no I am not living on US but on Athens Hellas Greece I have someone at US which maybe call them, will see, I don’t expect miracles but at least I will try. Now if you need any info about changing pre-emphasis on 722 and other tech about gladly I will give you any info if know it.

You have absolutely right to say that "In general" I find most companies are hopeless when it comes to answering emails”, because I like to express Free my opinion bad or good I must to say that, with only one brand which I have (not only me but all the people I know) excellent communication/support, super fast responses, immediately and successfully solution on any of my inquires so “Orban” is my favorite brand for that and other reasons.

Best regards
XFon
 
Hello Phaser,

Sorry to hear about the problem you and some others have stated trying to contact us. If you tried emailing while NAB was going on that could of been part of it or some emils get sucked in to our spam filter for some reason. If you would like to email me directly I will be able to help you.

[email protected]

I don't monitor this board I had somebody send me a link.

I look forward to working with you.

Cheers,

Wayne LaFarr
Product Specialist/Artist Relations
11068 Randall Street
Sun Valley, CA. 91352

(818)767-2929 PHONE
(818)767-2641 FAX
 
Hello Mr. Wayne I am very glad that finally I have a response from “Aphex” even from here, ok then I will contact with you soon, if you want to have an picture about my problem with stereo card of 2020MKI before I send my email please read my earlier posts where I give detailed description about. Thank you for response.

Best regards to Mr. Wayne and to all colleague here for great help.

XFon
 
Yes, a thumbs-up to Wayne for coming here to address the issues!
This is where customer relations are greatly enhanced, by the simple
action of a company representative.
 
I'm not surprised it was Wayne. I don't know of too many companies who would assist you by monitoring your audio and suggest improvements to settings to their box in real time on the phone. Hopefully Phaser will get the problem rectified with his stereo generator.
 
Hello Phaser,

Actually not only did I read this completely thread before I replied, I read quite a few other threads on Aphex, that were posted here on this website also. When you contact me I would appreciate it if you mention your handle along with your name so I will know that it is you.


Hey Studio 1,

Thank you for the response that you posted. I always appreciate when people acknowledge both the positive and negative.

Hi Bill,

Long time since I have heard from you, which should be a good thing. Thank you also, for your kind comments also. Aside from the problems that have been gone over here the majority of people are more than happy with our service and personal attention.
Thank you again.

Cheers,

Wayne LaFarr
Product Specialist/Artist Relations
11068 Randall Street
Sun Valley, CA. 91352

(818)767-2929 PHONE
(818)767-2641 FAX
 
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