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Tópico: citronic has peed me off good and proper.... - Page: 1

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ok so i bought a new mixer from cirtonic. the smfx-200. the mixer was awesome untill one day i updated windows and for some reason my usb mode wouldnt work no more.

ive emailed citronis on 7 occasions and have recieved zero responce.

i sent in my warrenty card and recieved zero corespondence to say it was recieved and the unit is covered

i contacted the store i purchased it from and he contacted his citronic rep. still nothing.

ive posted a few times on forums and sent a few pms to ppl wh say they own it.

still nothing.

citronic do not have a phone number so i cant ring.

im loosing out on a boat load of practice time and have pretty much given up lately.

does anyone know a number or a rep from citronic that i can contact?

£200 for a mixer that i cant use how i want it.

bulls**t!
 
Mensajes Wed 04 May 11 @ 3:14 pm
You can try calling avsl (their parent company) and see if they can redirect you to the correct number: 0845 270 2411 - good luck!
 
thanks, ill try them tomorrow.
 
Hi Blu
That sucks
Citronic stopped being Citronic when they were bought out by Skytec. Now they have become just another one of those crapy re-brand manufacturers whith no support. Its a shame as they used to build some of the best kit out there. Oh well another British badge dies!

)BTW I have been checking out some lappy psu's for you. Both CPC Farnell and Maplin MPS do Double insulated PSU's that should work with your Acer)

Good luck with the mixer

Daz
 
Yeah that's right AVSL are the company a lot of aftermarket companies go under, I never got a reply from them and they lost many an order. Very strange.

I have had comunication recentlly though through here with citronicuk, here's part of a message I got:

It is best to email support@avslgroup.com for technical issues as that does direct to the right team of people and will be answered quicker.



Thanks

Citronic Support Team
 
@Daz, thanks for the info on the Double insulated PSU's, will look into that today.

@Charlie, thaks for the email address for tech support. ill email them if i dont get anywhere on the phone.
 
CITRONIC ARE BULLSHIT! phoned support, got fobbed off by some wanker who says its a windows problem. the drivers are in the mixer and they dont have any they can send to me, how the hell can a manufctrer not have the drivers for a unit THEY produce. im seriously unhappy about this now. they gave me zero details of my warrenty status. plus

they say i cant return it direct for testing and have to sort it via the store i purchased it from. which as it happens, is 5 towns over.

i plan to ring back when i calm down a bit and speak to someone in charge.

 
Damn Blulite.... that's totally crap news.
I would be furious.

I'd also definately mention that the entire process, and the way in which the company is handling this problem, is being documented on a very large international digital music forum on the internet... Namely a very large section of their customers.

As frustrating as this all is, try to keep a cool lid on it while you are talking to them, will get more results.

Good luck with it all mate, keep us posted.
 
i always keep my cool on the phone, i do get a bit agitated when speaking to people who tell you a pack of crud and dont help in any way at all.

im also going to ring mike from phase one in darlington where i purchased the mixer from and see if he can help any further. i may need to post the mixer to him for it to be sent for testing as it will cost me more to travel to the store than it will to post it.
 
just a quick update, i contacted AVSL for a second time, this time the returns department. i requested to speak to someone of higher ranking, again i was fobbed off. i was told the manager was on the telephone. i requested to speak to an even higher ranking and was told that wasnt possible.

i left my phone number so allow them to get back to me. which as of yet i have recieved no reply.

on top of this i also asked the returns department to check on my warrenty status, the returns department offered no indication that my warrenty was even runnig, let alone still active. now i personally know im covered due to my purchase date only being a few months ago. i was also informed yet again that the unit could not be directly returned by me and it had to be returned solely by the dealer i purchased it from.

i find it very hard to believe the support and returns department of any company can offer such very little information. on their own product. they do not only have the correct drivers readily available for their product, they also don not have warrenty information stored ad available to the consumer.

never before have i recieved such bad customer service from anywhere.

i also contacted Phase One dj store in darlington, mike was unavailable but i explained my situation to Tim. Tim took my phone number and requested i get the mixer to them asap for testing. he told me he would have a word with mike and get back to me.

full respect to the guys at phase one, within 5 or 10 mins i had a return call from Tim informing me mike said to return it asap, if they had no luck testing it on their machines and possibly finding drivers for it, they would send it to AVSL for further testing and/or repair.

a footnote for anyone who owns Citroninc hardware, if it breaks your dealer is the only way you can have a warrenty repair.
 
I have had exactly the opposite from Denon UK, their support has been excellent on two seperate occasions.

Budget gear equals budget service I'm afraid .....

Keith
 
Yeah thats right, when you buy a product you buy into the company.

FBT have been bad to me, messed me about terribly. Did you know that FBT is part of the Proel group?

I have had excellent service and believe it or not free spares from RCF and Martin before now.

Blulite, I remember saying at the time that you should of bought used of ebay with the £200 budget that you had.
 
very true charllie, but with used comes risk. i didnt want to spend my hard earnd on without warrenty.
 
update, another day on and still no phone call from AVSL's staff.

poor poor service...
 
Good and Proper... LOL
 
looks like letters need to be written.
 
update, ive trued the mixer on all windows formats from xp. bare installs, various update stages and complete with latest updates. still the mixer is recognised only as an unknown device. im boxing it up today to send it over to the guys at phaze one tomorrow.

i have still recieved no return call from citronic from thursday.
 
Update, since last post, ive spent more countless hours on trying to resolve the problem. Still no luck, so today I gave up and sent it to the guys over at phase one. So it will be a nice way for them to start their monday morning.
 
another update, the guys at phase one have had my mixer now for over a week and have tested it in store. they too are having the same results. mike has contacted citronic in an attempt to have the problem resolved. personally i dont know how long ago mike contacted the manufacturer, but if their service to me is anything to go by i dont expect they will hurry to get back to mike.

after such a long period of time and so much effort to resolve the problem, i really dont think i will purchase any more new items from citronic.

the guys at phase one again live up to their reputation of excelence and in my eyes are a great bunch of guys to deal with.

i only wish i could say the same about citronic.

the main bother to me is the fact that the manufacturer of a product tthat uses usb conectivity "does not" have reeadily available drivers.

the second bother, is the sheer lack of customer support for the products and the attitude of the so called support team.

but, we will see what happens, hopefully sooner rather than later.
 
pay peanuts... get monkeys...
 
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