basilh
From:
United Kingdom
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Posted 27 Apr 2010 1:23 am |
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Can anyone help ? PLEASE.
I sent this video of the fault to Apogee support and they replied asking BASIC questions that would have been answered had they watched the video and checked out our previously reported problem (Firewire orientated), so I'm presuming they don't give a ****.
http://www.waikiki-islanders.com/rosetta.htm
One of the HF units in my ultra rare 60th Anniversary limited edition Tannoy Jupiter MkII (# 23 of 60) has been blown by this fault, and I'm not feeling very forgiving.
Does ANYONE have a contact at Apogee who will help us sort out the Rosetta's problem ?
They seem to think we know nothing and are rank amateurs in the audio field..
I've said in my communication :-
| Quote: |
From: "Basil Henriques" <basilhenriques>
Sent: Saturday, April 24, 2010 10:51am
To: support@apogeedigital.com
Subject: Apogee Tech Support: Email confirmation
Apogee Tech Support inquiry:
From: Basil Henriques
Email: basilhenriques@european-steel-guitar-hall-of-fame.com
Product: ROSETTA 200
Date of purchase: 03-15-2010
Problem: Intermittent loss of output even though it's showing on the meters ?
A VERY LOUD squeal that only stops when the stop function in Logic is used.
The video on the page url below shows all of the equipment in use, the startup procedure and the fault occurring and then mysteriously rectifying itself..We have reconnected our 36 channel Motu system and the fault doesn't occur EVER..
http://www.waikiki-islanders.com/rosetta.htm
My question is this, can the fault be rectified so the item meets it's advertised description or do I have to return it to the dealer and get a refund. The later course isn't my desired option, I DO believe the sound quality of the Rosetta 200 is absolutely pristine, but this fault will blow more of my monitors if I forget to mute them before loading a song and hitting the play button.. Surely even occasional squeals (And these aren't occasional) should not occur ?
Sincerely,
Basil Henriques
PP Bob Brolly MBE.
Other products All viewable in realtime, HERE:- http://www.waikiki-islanders.com/rosetta.htm |
I got this inane reply
| Quote: |
From: support@apogeedigital.com
Subject: RE: Apogee Tech Support: Email confirmation
Date: 26 April 2010 19:59:04 BDT
To: basilhenriques@european-steel-guitar-hall-of-fame.com
Greetings Basil,
Doe the Rosetta 200 have an X-Option card installed, if so which one?
In Logic> preferences> audio> what I/O buffer size is currently being utilized and does increasing this value affect the issue?
Best Regards,
Kay Fox (Name changed by Basil to protect the source)
Tech Support Specialist
Apogee Electronics, Corp.
1715 Berkeley Street
Santa Monica, CA 90404
support@apogeedigital.com
310-584-9394 |
Just to point out that Kay Fox is a pseudonym I invented to protect the identity of the "Specialist" ? whose first question would have been answered if he'd looked at the video or even just checked as to what products we had registered, or even checked with support about prior communications (3 weeks ago)
_________________
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Gregg Laiben
From:
Kansas City, Missouri, USA
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Posted 27 Apr 2010 8:27 pm
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| Had a similar experience with their email support - sent them a very detailed description of a configuration problem I was having with the Apogee Duet setup and their reply was simplistic and not relevant. In fact, the "solution" they proposed was something I had already figured out and HAD DESCRIBED WAS FUNCTIONING PROPERLY in the original email. Good luck - maybe a phone call might get someone more knowledgeable. |
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