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[Bob Charest]

I've been having a few issues with our LS9-32 and thought it best to get in front of any possible needed maintenance or upcoming possible hardware failure - so I got in touch with Yamaha tech support.

The two people that I spoke with were not only knowledgeable, but were excellent listeners. I never got the feeling that they were in a rush to fob me off with some quickly decided course of action. Instead, we went through the issues I've been having, and the 2nd person that I was speaking with thought it best if I sent the board back to Yamaha for evaluation and service.

So often interactions with people who's job it is to take care of their customers is not what it could be, and, sometimes, nowhere near what it should be. No so in this case - Kudos to both Jason & Joseph Lopez at Yamaha Tech Support - Thanks!

Best regards,
Bob Charest

[Justice C. Bigler]

Avid take note. This is how you offer support.

...And I bet it didn't involve an annual or monthly payment of any sort either.

[Tim McCulloch]

Avid take note. This is how you offer support.

...And I bet it didn't involve an annual or monthly payment of any sort either.

Avid's VENUE support is free and works very well.  One call to order parts or talk to a technician who will stay on the phone to walk you through the diagnostics.  After-hours support via call back, and I've never waited more than 10 minutes.

FWIW, with one exception each time I've needed Avid support the problems were with common computer hardware like hard drives or RAM.  The one time it was Avid hardware (an input module) they advance-shipped a replacement and included pages from the service manual, along with a note to call in if we had any trouble figuring out how to do something.

I'm not a ProTools guy so I take it your unhappiness has to do with that side of their biz?

[Justice C. Bigler]

Avid's VENUE support is free and works very well.

YET!

I'm not a ProTools guy so I take it your unhappiness has to do with that side of their biz?

Yes.

[Nikhil Mulay]

+1000

[Nikhil Mulay]

Although admittedly, the support for Avid boards in India is great too.
 I've had a problem only once and the support guy was on the phone guiding me. Turned out to be a loose ribbon cable in the mix rack.
  The owner of the rental company was sweating his pants behind me, but he thanked me in the end for fixing the board and the show could go on.
 I'm not an owner. Just a BE who uses and loves the Avid consoles a lot.
Fingers crossed the replacement boards are better than the S3.. Love the idea of avb, hate the surface.

[ProSoundWeb Community]