Soundblox Pro Issues

rsmith601 · #1 01-16-2010, 12:38 PM

We have a company policy of not initiating threads on discussion boards. However, since there has been quite a bit of discussion about our new products in this space it is appropriate that we make this announcement here and now. I hope this is the right use of the board.

Two of your members have found two problems with their new boxes, and we think it is best to be fully public with the situation and how we are dealing with it. First, for those who have purchased the product we will fix or replace the units with a same day turn around. Second, we are putting a hold on shipments until we can be sure that products leaving our warehouse will be free of any trouble.

The first problem is a bit baffling to us. It seems that the input jack is intermittent on 2 units in the field. The design of this part of the box is nearly identical to that in the Soundblox models and we have shipped literally thousands of them over the last 2 years with no problems. Nevertheless, as soon as we get the units back we will investigate and solve the problem. We have been using 6 Pro units at NAMM and have not seen this issue.

The second problem is a software issue that was discovered by Chris…Funk. In certain circumstances drive settings are not saved correctly into presets. We have been able to replicate this on the show floor, we know how to fix it, and it can be resolved simply either by returning the units or downloading a fix via the MIDI input.

The good news is that we have not shipped that many units so far. For anyone who has any issues whatsoever, we will be tireless in our efforts to make you satisfied with our products. We will also be completely open with any updates as they become available. Please feel free to contact me directly with any concerns, complaints or needs at any time. We are deeply aware that product quality and a commitment to customer satisfaction is paramount in the success our company.

fightthepower · #2 01-16-2010, 02:25 PM

*edited*

Quote:

Originally Posted by rsmith601

We have a company policy of initiating threads on discussion boards.

I've noticed this is recent months. Your employees are quite diligent!

chris.gotfunk · #3 01-16-2010, 02:29 PM

First of all. I highly applaud you for coming out and letting us know about a few minor potential issues. Again, that is just a testament to your pride in the company and testament to great customer service. So, thank you very much!

Secondly. Two jack issues out of at least 1,000 units is honestly an incredible ratio that I am sure most if not all companies would like to have. It is going to pain me to send this pedal off for repair (I am going to miss it), even though you will turn it around same day.

I know I can speak for everyone here who has one or wants one of the Source Audio pedals in saying thank you for your honesty and keeping us informed... not to mention swiftly taking care of the problem.

Thanks again and I hope you guys are enjoying NAMM!!!

CliftonBonney · #4 01-16-2010, 03:51 PM

Quote:

Originally Posted by rsmith601

The first problem is a bit baffling to us. It seems that the input jack is intermittent on 2 units in the field. The design of this part of the box is nearly identical to that in the Soundblox models and we have shipped literally thousands of them over the last 2 years with no problems. Nevertheless, as soon as we get the units back we will investigate and solve the problem. We have been using 6 Pro units at NAMM and have not seen this issue.

The second problem is a software issue that was discovered by Chris…Funk. In certain circumstances drive settings are not saved correctly into presets. We have been able to replicate this on the show floor, we know how to fix it, and it can be resolved simply either by returning the units or downloading a fix via the MIDI input.

I really appreciate the information. I haven't noticed any problem with my input jack, but I'll be mindful of the potential problem.

Is there anyway you can provide us with some information on how to replicate the second problem to see if we need to have our software updated?

Thanks.

Smallequestrian · #5 01-16-2010, 05:03 PM

Well, I haven't noticed any issues with the presets saving so far, but I do have a midi cable and am not afraid to use it, so I'll update the software at first opportunity.

chris.gotfunk · #6 01-19-2010, 03:08 PM

I cannot compliment this company enough for what they have come out and let us know and the way they are handling my issue. I got emails from Roger Smith stating he was sorry about this issue and that they will take care of it. Their customer service is by far the best in the business. I sent out my pedal today via overnight because I need it back for a Thursday gig and they said they will get it back to me. I have all of the faith in the world they will.

Anyway, I just wanted to say thank you again to Roger and his crew for being so great and addressing the issues and resolving them so quickly.

bongomania · #7 01-19-2010, 10:37 PM

Yes, this is how it should be done. *Nods in approval, makes mental note to buy a Source Audio product*

warwick.hoy · #8 01-20-2010, 12:18 AM

Quote:

Originally Posted by bongomania

Yes, this is how it should be done. *Nods in approval, makes mental note to buy a Source Audio product*

I had already made my mind up that I want a Bass Multiwave Distortion Pro. A thread such as this only firms up my desire. Keep us posted as to when you will be shipping units again.

matt_bass · #9 01-20-2010, 04:06 AM

Great customer service guys... And I recieved a private message from both of the guys with shipping pricing/ details on the Multiwave... What other company would do that!

rsmith601 · #10 01-21-2010, 09:02 AM

Since I last reported we stopped shipping any new units and screened all of our inventory. We found no failures. The 2 units from the field were returned to us yesterday morning, they were repaired and returned the same day. The intermittent jack connection was the result of jacks that were slightly out of spec, and in these 2 boxes, the jack contacts sometimes touched a second circuit board.

As a precaution we have isolated the jacks in all of our stock to prevent this scenario. We have also updated the software to resolve a minor preset bug and will resume shipments today. We do not believe there are many units in the field, but will repair/replace at any time.

Feel free to contact me of anyone at the company directly with any questions or concerns.

chris.gotfunk · #11 01-21-2010, 09:13 AM

I cannot say thank you enough Roger and team. I shipped my pedal out Tuesday and got it back this morning. What a great company you have!!!

Thanks again!!!

kevteop · #12 01-21-2010, 09:22 AM

Quote:

Originally Posted by warwick.hoy

I had already made my mind up that I want a Bass Multiwave Distortion Pro. A thread such as this only firms up my desire. Keep us posted as to when you will be shipping units again.

+1. That distortion looks manic, need one, nice to know it's supported by a top company too.

chris.gotfunk · #13 01-21-2010, 09:40 AM

Quote:

Originally Posted by kevteop

+1. That distortion looks manic, need one, nice to know it's supported by a top company too.

This thing is mad crazy! If you need multiple distortion sounds, I say, go with the Pro. If you don't the standard box should do just fine. Me, I need a lot of different synthy/distortion sounds, so the Pro is more than perfect for me. I have still yet to dig into the morph feature. I also feel 100% confident in their product knowing there is support like this behind it.

chris.gotfunk · #14 01-21-2010, 10:52 AM

Hey all, I found it fitting to start a Source Audio club for us lovers of this stuff. I made Roger and Will the first two members... for obvious reasons. Please check it out so we can get their name out there and bring everyone to one place.

http://www.talkbass.com/forum/showth...11#post8574711