Dissapointment with A&H and Innofader missing item

[dobby]

Yeah as the title says i cannot believe i bought a PX5 mixer yesterday and as advised by A&H a Pro2 innofader just to be told by both parties we don’t actually have an adapter plate (should have been addressed by both parties back in 2017 when mixer was created) and you will have to go looking to another company to track it down, what a frickin start to things. Thanks A&H for mis informing me in your info that this is the innofader to get, never mind no one really took the bother of includinig an adapter plate or even liasing properly with innofader so the poor guy over there could cobble one together in time.

Correct me if i’m wrong please but that’s my experience on the first day of owning both of these products.

[KeithJ A&H]

Hi @dobby –

The innofader Pro2 is an optional upgrade for the PX5 and as a third party product intended for use with lots of different mixers, it can require adaptors for use with different mixers.
Not everybody wants to switch their crossfader and as we do not manufacture or supply the innofader, there are three parts to this:
– The PX5 – available through A&H distributors > dealers
– The Pro2 – available through innofader distribution > dealers
– The adaptor – also available through A&H distributors > dealers

The innofader site ( https://innofader.com/mixers.php?id=217 ) provides the A&H part number for the mini adaptor board required, along with a link to the list of our distributors for all regions.
Checking the part number, we are showing them in stock, so it’s simply a case of talking with your local dealer or distributor and requesting part 004-892JIT.

I notice that you’ve contacted us about this through our support system and have already been provided with all of this information, so I can only presume you’re posting here because you weren’t aware of this at the time of purchase and are now frustrated (understandable), perhaps you got both the PX5 and Pro2 from the same place and they told you they would work together with no adaptor required?

The only place where I can still see some confusion is your comment “…you will have to go looking to another company to track it down.”. To clarify, we are the manufacturer (of the mixer and the adaptor), but all sales of our products and any accessories/parts are through our distribution partners around the world, we do not sell anything directly.
So we’re not saying ‘we don’t have it, you’ll have to track it down from another company’ it’s just that you’ve been directed to our distributor for the UK who will be able to sell it to you.

I’m sorry that your experience so far has not been ideal, but hopefully you’ll be able to get everything set up exactly as you want it in next to no time.

Thanks,
Keith.

[dobby]

thanks Keith, i’m in agreement with you.

[nate]

I can also express some frustration with this particular situation as well. I was well aware of the need to purchase the adaptor before I purchased the PX-5. Tracking down and purchasing an adaptor has proven to be extremely difficult. I have been on a wild goose chase starting the the A & H website moving through the US distributor and now still waiting to hear back from an authorized dealer. If anyone has any leads on where to purchase one of the 004-892JIT mini adapter boards please do share. I’m not having any luck following the process outlined above (It’s been two weeks since I started searching) . In a perfect world a mixer touted as “innofader compatible” would either come with the adaptor in the box or allow innofader to sell them directly. It should be easy to acquire this adaptor as it’s made by A & H specifically for specifically for this purpose and the mixer is being sold with the language “Innofader compatible”. I have put innofaders in various mixers / controllers over the years and never had this hard of a time trying to get one into a mixer.

[dobby]

Hi Nate, looking back I did kick up a bit of a stink about this and good old allen and heath sent me one gratis/free from the other part of their company and i lucked in. Fitting it was a breeze. I threw my toys out of the pram a bit but hopefully you have managed to get some joy asking A&E or got one for yourself somehow? Let us know if not.

Sean

[Preed]

WOW ! So glad I saw this before ordering a Innofader Pro2 !!! I’ve just sent them a message asking about this !
I just can’t believe that a Mixer that cost £1100 has a crossfader so bad !

[Slicky]

This is honestly ridiculous.

So let me get this straight… A&H advertise the PX5 as “innofader pro 2 compatible”, and actually manufacture the mixer to include a crossfader mounting plate for the innofader as standard. Innofader include 17 different adapters for virtually every mixer on the planet, INCLUDING every other Xone mixer, with the Pro 2

You buy the mixer, and the Pro 2, only to discover you need an extra part that has basically not been mentioned in any materials at a face level, by either company. They certainly leave it extremely easy for it to be overlooked by the custmoer…

You then try to buy the part for both A&H and Innofader, and both companies do not sell this part directly, despite it being utterly essential for the upgrade they both encourage you to make.

THEN, when you finally go through all the BS of having to email Audio Technica (A&H UK distributers apparently), only to be told that you will have to email a range of other unheard of companies in order to find out if they have it in stock…

When one of them get back to you, you then have to pay £45 to aquire the part. That is 1/3rd of the price of the innofader itself, which as I said, includes 17 comparible parts for other mixers, including ALL A&H MIXERS. We are talking about a 5-4 pin adapter the size of a 2p coin here. It is an incredibly basic electronic component, that you would generally expect to cost less that £5. It should also be sold via the main distributers of the mixer as an accessory.

Suffice to say, despite being happy with the mixer overall, I shall never be spending a penny with A&H again going forwards. Just ridiculous 2 week long wild goose chase to get this working as you advertised was possible.

[Brian]

“This is honestly ridiculous.”

Welcome to the world of marketing where companies boast about their product features and try to minimize the shortcomings. You should never rely on “marketing” materials when making a purchase. The phrase “caveat emptor” applies to every purchase with every company. What I am trying to say is that A&H is no different from any other company in this regard.

Additionally, your frustration should be pointed towards the manufacturer of the Innofader Pro 2. A&H correctly advertises that the PX5 is “innofader pro 2 compatible.” It’s really the manufacture of the third party product to provide clear instructions on how their product works with various devices. Let’s put it another way…… If I replace the factor radio in my car with a third party radio, I shouldn’t get mad at the car manufacturer because I need an adapter plate to make the new radio fit in my car’s factory radio position.

[Author]

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