I am in the process of installing a new studio for some people wanting to do a radio show. I suggested a Audio Arts based on a previous install that seemed to go well. Here's my beef though. They like to lock their product manuals behind a password. Not only is it bad that they do this and I've been burned a few times by not being able to just go look something up when a contract station calls me and I don't have the manual WITH me but now I find out they CHANGE the damn password after a week so even saving their crappy password won't help for future troubles. I generally like their equipment but I WILL NOT be buying anything from them again if I have to keep calling for a damn password. Do they think contract engineers keep their manuals strapped to their backs or something? Their suggestion is to download everything for future use. I guess I'll have to store in somewhere where I can get to it instead of using their stuff. Ridiculous!
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Why I won't be buying any more Audio Arts or Wheatstone products
- Thread starter OKCRadioGuy
- Start date
This doesn't address the problem with the company, but it's a suggestion for resolving the underlying issue...
Get a Google e-mail account. Download the manual, and e-mail it to your Google account as an attachment. Google gives you LOTS of storage space, and you can access it from any computer on the Internet. That way you can look at it, or download it from any of your contract stations.
Another option is to download it and put it on a thumb drive. Since you can get them as large as 32GB now, you can put a LOT of manuals and diagnostics on a small, portable drive that will plug into any computer that has a USB port.
Get a Google e-mail account. Download the manual, and e-mail it to your Google account as an attachment. Google gives you LOTS of storage space, and you can access it from any computer on the Internet. That way you can look at it, or download it from any of your contract stations.
Another option is to download it and put it on a thumb drive. Since you can get them as large as 32GB now, you can put a LOT of manuals and diagnostics on a small, portable drive that will plug into any computer that has a USB port.
OKCRadioGuy said:I am in the process of installing a new studio for some people wanting to do a radio show. I suggested a Audio Arts based on a previous install that seemed to go well. Here's my beef though. They like to lock their product manuals behind a password. Not only is it bad that they do this and I've been burned a few times by not being able to just go look something up when a contract station calls me and I don't have the manual WITH me but now I find out they CHANGE the damn password after a week so even saving their crappy password won't help for future troubles. I generally like their equipment but I WILL NOT be buying anything from them again if I have to keep calling for a damn password. Do they think contract engineers keep their manuals strapped to their backs or something? Their suggestion is to download everything for future use. I guess I'll have to store in somewhere where I can get to it instead of using their stuff. Ridiculous!
To me this is a case of pure greed. SUPPORT THE PRODUCT! IF it's liked, we'll eventually buy another one. If not then build a better one. If the value of your product is not the product, but the extortion of support, then... Buy something else. I'm a big Scott Studios fan. However I have also run Zararadio. If you jerk me arond on support, you'll lose my business.
PROMISE!
Clouseau
Exactly. I actually liked the product but after this stupidity I guess I'll have to look elsewhere. Too bad really. I'm going to make sure vendors I know hear about it too as they might be able to get more results.
I am a HUGE fan of Audioarts Products...and the company in general...but I have always been puzzled by the passworded manuals. Can remember one night in particular where out of frustration, I ended up putting a Mackie board in a studio to get them running at 4am cause the Audioarts took some lightning and the station had no paper manual. I have brought this issue up before and gotten a few different answers. I'll copy Jay Tyler in on this discussion and see if he can weigh in with an official answer.
That would be excellent. They always seem helpful and friendly, but since they aren't around 24/7 problems can arise where a manual HAS be had online to get a station back on the air as you indicated. In the year 2008 there is no reason in the world why it should be available over the net.
I've had very good results with all of the Wheatstone/Audio Arts boards. They are excellent.level42 said:I am a HUGE fan of Audioarts Products...and the company in general...but I have always been puzzled by the passworded manuals. Can remember one night in particular where out of frustration, I ended up putting a Mackie board in a studio to get them running at 4am cause the Audioarts took some lightning and the station had no paper manual. I have brought this issue up before and gotten a few different answers. I'll copy Jay Tyler in on this discussion and see if he can weigh in with an official answer.
About Mackie boards...... before they shipped their production facilities from Washington state to Southeast Asia, Mackie boards were on the top of my list. Not so anymore. I've had horrible experiences with the Asian models. I've had quite a few of them sent back for repair or worse. Now, anytime I work with a Mackie board, I always make sure it was made in America (of course they no longer manufacture Mackie in the states anymore). Just check the back. If it was made outside the USA, I'd say.... "send it back". Their QC leaves a lot to be desired.
No to depart too far off the thread that's a sad statement about Mackie. i remember when they use to be very good quality. I suppose it's a sad sign of the times.
Of course keeping your service info under lock and key (ftp site with password protection) isn't doing the end user any favors when they need the manual in a pinch and they have to jump through hoops to get access to it.
Of course keeping your service info under lock and key (ftp site with password protection) isn't doing the end user any favors when they need the manual in a pinch and they have to jump through hoops to get access to it.
O
OttoM
Guest
Re: The worst company at putting docs online
Yes, the password protected manuals at Wheatstone are a pain. But what's worse? How about Arrakis - where now NO console manuals are accessible at their site (but a Google search can find one or two). Need a manual? Call them and have your credit card handy. Not very helpful for emergencies.
They will e-mail you connector info free if you ask, but that can take two or three weeks.
Yes, the password protected manuals at Wheatstone are a pain. But what's worse? How about Arrakis - where now NO console manuals are accessible at their site (but a Google search can find one or two). Need a manual? Call them and have your credit card handy. Not very helpful for emergencies.
They will e-mail you connector info free if you ask, but that can take two or three weeks.
I've heard so many negitive stories about Arrakis over the years I have always ran from them. Sounds like there's another reason not to bother with them.
Re: The worst company at putting docs online
Their warranty is even worse than their lack of online manuals! I bought a barely two month old ARC-10 console and they told me they would not honor the warranty. The manual doesn't even have a schematic for the console nor does it sound like they're willing to share one with the end user. With Arrakis being that clueless about customer service and end user support it's no surprise that there are few manuals available on their site, let along include a schematic in the manual!
I'd rather have to get a password from AA/WS for document access instead of being told a two month old console had no warranty anymore and have to draw a schematic out by hand. No wonder that don't mention the fact I did a review of this console for Radio World.
Rob Stutson said:Yes, the password protected manuals at Wheatstone are a pain. But what's worse? How about Arrakis - where now NO console manuals are accessible at their site (but a Google search can find one or two). Need a manual? Call them and have your credit card handy. Not very helpful for emergencies.
They will e-mail you connector info free if you ask, but that can take two or three weeks.
Their warranty is even worse than their lack of online manuals! I bought a barely two month old ARC-10 console and they told me they would not honor the warranty. The manual doesn't even have a schematic for the console nor does it sound like they're willing to share one with the end user. With Arrakis being that clueless about customer service and end user support it's no surprise that there are few manuals available on their site, let along include a schematic in the manual!
I'd rather have to get a password from AA/WS for document access instead of being told a two month old console had no warranty anymore and have to draw a schematic out by hand. No wonder that don't mention the fact I did a review of this console for Radio World.
R
Radioman100
Guest
OKCRadioGuy said:I am in the process of installing a new studio for some people wanting to do a radio show. I suggested a Audio Arts based on a previous install that seemed to go well. Here's my beef though. They like to lock their product manuals behind a password. Not only is it bad that they do this and I've been burned a few times by not being able to just go look something up when a contract station calls me and I don't have the manual WITH me but now I find out they CHANGE the damn password after a week so even saving their crappy password won't help for future troubles. I generally like their equipment but I WILL NOT be buying anything from them again if I have to keep calling for a damn password. Do they think contract engineers keep their manuals strapped to their backs or something? Their suggestion is to download everything for future use. I guess I'll have to store in somewhere where I can get to it instead of using their stuff. Ridiculous!
I couldn't have said it better myself. Any broadcast equipment manufacturer that is dumb enough to lock up their manuals behind a password is going to have engineers cursing them in the middle of the night. Not exactly the kind of emotion you want your company to engender.
R
Radioman100
Guest
Re: The worst company at putting docs online
For the life of me, I can't figure out how Arrakis has managed to stay in business all these years.
Years ago, I had the displeasure of installing a DigiLink III system that someone else speced. The software was buggy and would dump whatever song was playing from the CD jukebox at the top of every hour.
When I called Arrakis for support, the first words out of their mouth were "Can I have your credit card number?"
The first words out of my mouth... "You know, I'm thinking about just boxing this piece of $&!+ up and sending it back to Harris."
Whaddya know... Free support from Arrakis!
Rob Stutson said:Yes, the password protected manuals at Wheatstone are a pain. But what's worse? How about Arrakis - where now NO console manuals are accessible at their site (but a Google search can find one or two). Need a manual? Call them and have your credit card handy. Not very helpful for emergencies.
They will e-mail you connector info free if you ask, but that can take two or three weeks.
For the life of me, I can't figure out how Arrakis has managed to stay in business all these years.
Years ago, I had the displeasure of installing a DigiLink III system that someone else speced. The software was buggy and would dump whatever song was playing from the CD jukebox at the top of every hour.
When I called Arrakis for support, the first words out of their mouth were "Can I have your credit card number?"
The first words out of my mouth... "You know, I'm thinking about just boxing this piece of $&!+ up and sending it back to Harris."
Whaddya know... Free support from Arrakis!
I love Wheatstone / AudioArts products. Used many different models.
This sounds to me like it's more an organizational problem. Sure, it would be nice if the manual was easily accessible. However, there are an awful lot of things I manage that don't have manuals online. You're also counting on where you go having Internet access...that's not always the case.
Solution?
I have a thumb drive on my keys. Anything essential that I need I keep on it. Manuals typically are under 20mb. Why not just download manuals for everything you manage to a thumb drive, and keep them with you?
This sounds to me like it's more an organizational problem. Sure, it would be nice if the manual was easily accessible. However, there are an awful lot of things I manage that don't have manuals online. You're also counting on where you go having Internet access...that's not always the case.
Solution?
I have a thumb drive on my keys. Anything essential that I need I keep on it. Manuals typically are under 20mb. Why not just download manuals for everything you manage to a thumb drive, and keep them with you?
OKCRadioGuy said:I've heard so many negitive stories about Arrakis over the years I have always ran from them. Sounds like there's another reason not to bother with them.
Arrakis..... oh, yes..... good audio boards but really lousy service. They are notorious for being so lousy to their customers. And yes, I had the (ahem) "pleasure" of installing a "DigiLink" automation system, myself (yeccccch!). Personally, I would not purchase another Arrakis product. The company is too fickle in the way they treat their customers. IMHO, you'd be better off dealing with someone else.
O
OttoM
Guest
Countrykev said:I love Wheatstone / AudioArts products. Used many different models.
This sounds to me like it's more an organizational problem. Sure, it would be nice if the manual was easily accessible. However, there are an awful lot of things I manage that don't have manuals online. You're also counting on where you go having Internet access...that's not always the case.
Solution?
I have a thumb drive on my keys. Anything essential that I need I keep on it. Manuals typically are under 20mb. Why not just download manuals for everything you manage to a thumb drive, and keep them with you?
Well that's a dandy idea for gear an engineer manages on a regular basis. But it ain't worth a hill o' beans for those contract engineers who are called late at night by a station that's off-the-air because of a problem with a piece of gear you know nothing about.
As for "counting on having internet access" - there's this new-fangled thing called wireless broadband. Takes care of that issue!
Exactly... If my first impression of AudioArts was working on a console at night or on the weekend for the first time and their pasword was keeping the station off the air I wouldnt want to be a future customer of theirs. Regardless of the equipment quality, I wouldnt have a good opinon of them. The more I think about the password changing issue, the more I think they just have the same password the give everyone and change it regularly opposed to a specific password per customer. I'm sure that's convinent for THEM but its the worst of the worst way to do it for we the customer.
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