[MartinMParticipant]

I’m sorry. Most of the folks I work with and talk to are. I apologize if I made an incorrect assumption.

[MartinMParticipant]

I agree. I’d give anything to have a Pultec EQ and the API comp and EQs onboard, as well as something like the Waves L2 or L3 Multimaximizer.

[MartinMParticipant]

You may have run across the thread I started due to an identical issue:

Faders not returning to position when switching banks

The short answer is, open a support ticket with A&H, and it should get escalated to someone who can help you confirm the issue and get the parts you need. It was not exactly a smooth process for me, but I did end up getting the attention of one of the higher-ups at American Music & Sound (A&H’s U.S. distributor), who got things moving.

I wish you well! And please let me know if there’s anything I can do to help.

Martin

[MartinMParticipant]

Yes. This all sounds very familiar, as it’s the same sort of run-around I got from AM&S, as well. All I can say is that opening up a support ticket, and screeching as loud as possible here, on Facebook, on Twitter, and to our sales rep got the attention of one of the higher-ups at AM&S. Up until that point, I had received absolutely zero help from the support team there, but he got involved personally and made things happen. I can’t guarantee you’ll get the same results, but that’s absolutely the tack I’d take. At the very least, it’s establishing a paper trail.

I wish you luck!

[MartinMParticipant]

I would HIGHLY recommend starting a support ticket with American Sound (A&H’s US distributor), as that would have saved us a TON of time and energy. They initially gave me the incredibly unhelpful options of shipping the console to Georgia or Mississippi or whatever, or packing it up and driving it to Buda, Texas (the nearest authorized service center). So, I declined, and, like you, decided to just deal with it. However, it’s a hardware issue, not a software/firmware issue.

By starting the ticket, you are establishing a history, which will help you escalate, and, ultimately, get a resolution.

Good luck!

[MartinMParticipant]

Hey, all! I wanted to give everyone an update on this. We were able to get the attention of one of the higher-ups at A&H’s US distributor. They shipped out 12- and 8-fader motor bank modules to us, and we should have those installed tomorrow. Once that’s complete and I have a few reps with them I’ll post another update.

[MartinMParticipant]

Nicola A&H, snwbrd830, et al,

Our rep—through whom our integrator purchased the console for us—had me create a ticket through https://americanmusicandsound.freshdesk.com/support/home.

He said they will contact me, and, once it’s determined to be an issue with the fader motors, he can get the parts for us fairly quickly.

I will keep this thread updated, as this seems to be more of a widespread issue than I was aware.

[MartinMParticipant]

Hey, Nicola! I can’t tell you how much I appreciate you looking into this. A couple of things…

1) No, you won’t find me email there for a couple of reasons… First, the person I spoke to offered me two paths forward, neither of which was even close to an option. So, when he offered to open a ticket and start a repair request, I declined. Looking back, I wish I hand’t, because I can see now how that would have been helpful in establishing a history. Second, I’m using my personal email for this forum, but would use my work email for official communication with A&H Support.

2) I tried to find how to reach out to your team at support.allen-heath.com, but it wasn’t clear to me how to do that. I’d be happy to, I just wasn’t sure where to go after landing there.

Thank you again. It’s been great to hear from someone helpful.

[MartinMParticipant]

Thank you very much, Nicola. I am beyond frustrated, as our console is bordering on unusable, and I am about ready to sell this and move on to DiGiCo.

Yes, our sales rep directed me to talk to A&H Support, which I did twice. Whomever I spoke to there gave me the unhelpful advice of shipping the console back to Georgia. He offered no other solution, even when I asked about local service centers or onsite technicians. I’ve since found out that there is an A&H authorized service center about 30 minutes away.

They offered to open a support ticket, but I declined because their solution was so unhelpful. I will give it another try, though.

Is it possible for me to just buy 20 or so fader modules, and take our console to this local center to have them replaced? I’m not super concerned about voiding the warranty, as it hasn’t been helpful so far, and it expires in about six months anyway.

Again, thank you for your help. You’re the first A&H rep (out of three) that has seemed concerned about this.

[MartinMParticipant]

Hello, all! Sorry to resurrect an old thread, but I’m really struggling. We have an S5000 at our church exhibiting this same behavior on about eight faders. If a fader is at +5dB on Layer A, and at -10dB on layer B, moving up to Layer A and back to Layer B will bring the fader on Layer B from -10 to +5. This is quite shocking when it’s the electric guitar in an otherwise balanced mix.

Allen & Heath has offered next to know help. Their response was that I could ship the console back to Georgia, where it would be diagnosed, and then sit and wait for parts, as new consoles were being prioritized for those parts.

This is A&H’s flagship console, and it’s in a church, where it spends 90 percent of the week covered. I expect more from a company as far as standing behind their product. I’m very disappointed, and not at all likely to recommend A&H to friends and colleagues—much less buy more of their products in the future.

For reference, I am running version 1.96 of the firmware, and have run through the fader calibration multiple times. Has anyone else found anything helpful on this??

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