Alesis is undeserving of your business

Posted: Tue Apr 22, 2008 12:24 pm

I've posted several times on this forum how happy I was with my Alesis io26 unit: the sound was clean, it was super light on resources, and it had intuitive routing features. All for $400.

However, my unit has been plagued by bugs since I first got it. I have on record numerous e-mails to Alesis requesting fixes, older drivers, and myriad other things in hopes that my anomaly of a machine (at least this is how they intimated it) would just work like it had in its prime. Usually reformatting my hard drive and re-installing a specific older driver was the answer. But when my unit got to be about 14 months old it wouldn't even boot up again, despite fixes that had worked in the past.

2 months out of warranty--and I understand it wasn't a legal obligation at this point--Alesis was very unhelpful. Since they outsource their tech support, I paid for shipping to send it Northeastward, waited 3 weeks, and finally got an estimate over the phone today: $224 to replace something with the firewire IO. Add shipping fees to get my unit back on top of this, and Alesis expects me to pay nearly $300 to get a $400 machine repaired without being rewarranted!

I'm positively fuming. Again, not from a legal stance, but from an ethical one. I even presented Alesis with the dated e-mails and they still wouldn't help me. I loved this unit, but I despise this practice in big business.

Posted: Tue Apr 22, 2008 1:30 pm

Deserve's got nothing to do with it.

If you purchase a piece of equipement and from the get go are plagued with bugs, you should have returned it immediately. That was actually your second warning. Your first warning was an 8 channel interface for $400. Having to reformat your hard drive and install old drivers to get the thing to work was your third warning.

You ignored the warning signs and in reality got what YOU deserved. I know that's a bit harsh but it's the truth.

I agree with you on the whole business practice aspect and the fact that it costs more to repair than to replace a device. That totally sucks. But c'mon dude. You know you had a lemon from day one.

Posted: Tue Apr 22, 2008 1:55 pm

Patrick, this sounds more like a spywear problem? Is this machine online? Do you surf with this machine? Do you defragment regularly? Do you disable all nonessential processes by utilizing "mscofig"? Do you have the latest bios for your machine? Etc., etc.. If you can answer yes to all of these questions? Yup it's a lemon. But then, it may just not like your machine? After all, ProTools is even worse when it comes to having specific machine requirements. Just because you meet its requirements doesn't mean it's the appropriate machine to use with that device. But the fact that you indicated that it worked fine to begin with leads me back to my first question. But then that's also the wonder of Windows. No wonder Bill Gates isn't the richest man in the world anymore. Yes, I think operating systems such as this turn to crap after a couple of years of operation. But it takes a couple of years, not months. Oh? Maybe you're using Vista?

Ex-Peeer
Ms. Remy Ann David

Posted: Tue Apr 22, 2008 1:57 pm

You'll notice my two caveats in which I take legal responsibility for this. My beef is with a company's lack of empathy and cooperation--friends of yours, perhaps--in helping me get a unit repaired or replaced for which they at least shared responsibility in its malfunctioning.

I loved the way my io26 worked and sounded when it behaved. To the contrary, I was worried that mine was somehow "juiced" and that a replacement wouldn't sound as good. Cymbals, guitars, microphones, and other pieces of gear are prone to having individual personalities. Also, buggy behavior is no sure indicator that a unit is going to drop dead in the near future.

"Well, she ignored the warning signs of melanoma. Talk about a deserved death."

Posted: Tue Apr 22, 2008 2:08 pm

Remy,

According to the service company who has it now, it was a hardware malfunction. If a virus could have killed it, I guess it's a possibility. I did have it hooked up to an internet-ready computer. Corresponding with Alesis, I ran the gamut (read: GAMUT) of configuration possibilities (new firewire card, new cable, different computers, etc.) and firmware incarnations. In the end, I think it did prove just to be a lemon. I haven't read on the internet about anyone who had my problems. However, this degree of malfunctioning was never present until after the warranty had expired. It just wouldn't operate one day: it could receive power from the firewire card, but the "activity" indicator never came on, and it wouldn't interface with a computer.

Nope. I won't go to Vista until they make us.

Posted: Tue Apr 22, 2008 2:08 pm

Patrick -
I completely understand your frustration. However, I'm afraid this is one of those situations where you'll have to chalk it up to experience and never make the mistake again.

If I have a problem with a unit within 30 days, it goes back to the store. No questions asked. I don't wait for a second failure.

If this happened after 30 days and the problem persisted, I wound insist on a new unit from the company (or at least a loaner while it is in for warranty repair.)

If someone told me to format my HD, I'd say "Thank you for your time - now, hose off."

FWIW, a similarly priced but much nicer unit would be the TC Konnekt 24D. It's very nice - granted only 4 analog in with 8 more digital in, but it's a great unit.

Cheers-
Jeremy

Posted: Tue Apr 22, 2008 2:28 pm

Thanks, J. I'm trying to remind myself there's experience to be had. I know $400 is no king's ransom, but it's a lot of money for me right now, and a gosh-darned of a time to be without an interface.

Posted: Tue Apr 22, 2008 2:29 pm

Dude - that's a lot of money for me...for sure!

I'd be pissed, but at the same time, I'd be kicking my own ass.

I've made almost identical mistakes with more than one case.

Posted: Tue Apr 22, 2008 2:41 pm

Like Jeremy, we all have made those mistakes. And yes, I've had other pieces a week after warranties ran out blowup. Yeah, $400 nothing to sneeze at. After all, that's enough money to mic a drum kit with 4 SM 57's or a tank of gas.

Gaseous engineer
Ms. Remy Ann David

Posted: Tue Apr 22, 2008 3:26 pm

Doesn't cost $400 if you already have the gear Razz

Posted: Tue Apr 22, 2008 4:36 pm

Did they tell you exactly what was wrong?

Posted: Tue Apr 22, 2008 9:09 pm

patrick_like_static wrote:

However, this degree of malfunctioning was never present until after the warranty had expired.

I had the same problem with my Aardvark Q10 back in the day, except when my pre failed, the company went out of business! Drove to ann arbor (30 minutes north of me) and found an empty office space........furious? yes, our $800 you bet!

I also hate Alesis!

I'm interning with John Legend's drummer, Swiss Chris, and he was thinking about switching from Roland SPD2 pads to the Alesis Control Pad for its USB functionality

Well I take it home expecting to just plug and play with Ableton Live. No dice. Only works with MIDI. Then i try it on a macbook (which is what he'll be using) doesn't work with USB OR MIDI - well it shows activity but won't let me map!

Ask Alesis for help, mentioning I work for a possible endorsee (which the company sent this pad to free mind you) and they give me a textbook try installing Asio for all plugin........*rolls my eyes*

Anyway short story, called Chris and told him the alesis was a "downgrade" stick with what you know!

Posted: Wed Apr 23, 2008 1:11 am

I say get an FP10 or Firestudio Project from ZZounds and do the 4 monthly payment plan. It'd get you an awesome interface without forking over $500 up front. Those units are awesome and when I had tech issues with my FSP I got a call from a presonus tech fast. I contacted him through the gearslutz forum and he called me from home when he was off hours. I eventually resolved the problem myself but presonus busted ass to help.

Posted: Wed Apr 23, 2008 1:51 am

That sucks, Multoc. I wonder if Antelope Audio still has any affiliation with Aardvark? I considered that Q10 for several years. Even after Aardvark went under. Someone on this forum still has all the drivers for it.

Years ago, back in my little hometown of Camdenton, MO (pop. 3,000), some private investor got the idea to build the largest amphitheater in Missouri: 15,000+ seating, 6,000+ parking. After the entire venue was erected and set for launch he went bankrupt, and local contractors and workers were out millions in upaid payment.

I wouldn't say I hate Alesis by any means. I loved my io26. This is like getting screwed over by a lover.

KHilbert: thanks for the input. A good friend of mine owns a FireStudio 2626, and the tech support and bug fixes have not been timely. I think the unit has a great sound, but this, compounded with the fact that it's a huge resources hog, is even to dissuade me.

Posted: Wed Apr 23, 2008 5:12 am

I've got plenty of Alesis; I'm a tech and can get by with them, like a good mechanic can own a $1000 car and deal with it.

But everything Alesis makes is just almost good enough. If they just spent a few more bucks on the parts it would be good enough but they are always just under that line.

H

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