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Mackie discontinues parts service for Onyx firewire Mixers (Digital)
Old 17th June 2010
  #1
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rocksure's Avatar
Mackie discontinues parts service for Onyx firewire

Mackie are not supplying replacement parts for Onyx 400f. Stay away from Mackie their parts replacement service is unbelievably bad!
I unfortunately have an Onyx 400f firewire interface. Bear in mind Mackie was selling these units new less than 18 months ago. A year ago the firewire board in it failed. Contacting Mackie at the time was a nightmare. I found out that the board in the device was actually made by Echo. I contacted Echo directly and got a replacement part which I fitted and the device worked ok for some months. Now that replacement board has failed.
Firstly I contacted Echo again this week and got this reply from them:

Hi ,
We are now supplying these boards to Mackie technical support. You will need to contact Mackie technical support directly.
Ken .

So I contacted Mackie. Today I got this reply from their parts service dept:

"We no longer carry this firewire board. It has been discontinued and is not available anywhere else. I apologize for the inconvenience.Thank you," Ashley, Customer Service Parts Specialist, LOUD Technologies Inc.

..............What sort of poor service is that? How can they make a product and then not even be able to support it when it fails? It's not like it's a 10 year old product even. There is no way I will ever look at buying a Mackie product again.
Old 17th June 2010
  #2
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KRStudio's Avatar
 

I went through the same thing with the D8B. tutt
Old 17th June 2010
  #3
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uncle duncan's Avatar
 

I thought there was some kind of government regulation requiring a manufacturer to have replacement parts available for at least two years after the item is purchased.
Old 17th June 2010
  #4
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rocksure's Avatar
Quote:
Originally Posted by uncle duncan View Post
I thought there was some kind of government regulation requiring a manufacturer to have replacement parts available for at least two years after the item is purchased.
I don't know. But whatever the regulation surely there is some moral obligation to support one's products. MY unit is actually more than 18 months old, but they were still selling them less than 18 months ago. I know other Onyx users who's firewire boards also failed in the 400f's.
Old 17th June 2010
  #5
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m_gant's Avatar
 

Re: Mackie discontinues parts service for Onyx firewire

I stopped supporting mackie because they discontinue products before they are even getting proper functionality. Remember the sattellite??? What a joke. I own a 400f & use it for my home device. When it was time to drop more money I was debating zed r16 or new mackie "I" series. I went Allen and Heath & refuse to support mackie anymore- loud tech, shame!
Old 17th June 2010
  #6
Gear Addict
 

Quote:
Originally Posted by uncle duncan View Post
I thought there was some kind of government regulation requiring a manufacturer to have replacement parts available for at least two years after the item is purchased.

I have heard this too, up to 7 years even, however bottom line is different countries will have different laws.

If they can, for example, classify themselves legally as a Chinese company, for all I know there may be no law like this that exists at all.
Old 17th June 2010
  #7
Lives for gear
That's hilarious, considering a Mackie service rep told me they expected to have new 400f Snow Leopard firmware available "sometime this summer."

Lying bastards.
Old 17th June 2010
  #8
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DCtoDaylight's Avatar
 

Quote:
Originally Posted by dasnub View Post
That's hilarious, considering a Mackie service rep told me they expected to have new 400f Snow Leopard firmware available "sometime this summer."

Lying bastards.
They could still do a firmware upgrade even if they'd discontinued parts distribution.
Old 17th June 2010
  #9
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rocksure's Avatar
Well I now have a pretty silver and black Onyx paper weight it would seem.
Old 17th June 2010
  #10
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doug hazelrigg's Avatar
Quote:
Originally Posted by uncle duncan View Post
I thought there was some kind of government regulation requiring a manufacturer to have replacement parts available for at least two years after the item is purchased.
As a person who's day job was in the dealership auto business for 25 years, I can tell you this is definitely not the case. A few times we were going to the junkyard for parts on cars that were only a few years old
Old 17th June 2010
  #11
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loopy's Avatar
 

I stopped sending my dollars to Mackie when I discovered they left WA for China........

Screw them...
I hope they rot.

FWIW I used to be a huge Mackie fan, all the way back to Tapco.
I loved the mom and pop style operation and their user manuals always made me laugh.
Not the finest gear, but one hell of a bang for the buck and considering the other gear I was using, Mackie was certainly not the limiting factor

These days with the MCU having fader problems, the HR series having quality control problems, I will look elsewhere.

They are getting what they deserve IMHO.
Screw them.................
Old 17th June 2010
  #12
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rocksure's Avatar
Quote:
Originally Posted by loopy View Post
I stopped sending my dollars to Mackie when I discovered they left WA for China........

Screw them...
I hope they rot.

FWIW I used to be a huge Mackie fan, all the way back to Tapco.
I loved the mom and pop style operation and their user manuals always made me laugh.
Not the finest gear, but one hell of a bang for the buck and considering the other gear I was using, Mackie was certainly not the limiting factor

These days with the MCU having fader problems, the HR series having quality control problems, I will look elsewhere.

They are getting what they deserve IMHO.
Screw them.................
Yes I used to be a fan of Mackie too. The old 32/8 buss consoles were ggreat value as live consoles and even the 1604 vlz was good for small live gigs. But now......no way I will buy Mackie or Tapco products again.
Old 17th June 2010
  #13
Lives for gear
 

You might try contacting S and X Pro Audio. They've realized that there's a market servicing Mackie products that Mackie won't service, and they used to work at Mackie. Phone 206 575-1704. They fixed my SDR2496 for me a couple of years ago, highly recommend them.
Old 17th June 2010
  #14
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Ron Vogel's Avatar
 

Quote:
Originally Posted by m_gant View Post
I stopped supporting mackie because they discontinue products before they are even getting proper functionality. Remember the sattellite??? What a joke. I own a 400f & use it for my home device. When it was time to drop more money I was debating zed r16 or new mackie "I" series. I went Allen and Heath & refuse to support mackie anymore- loud tech, shame!
I use the satellite...and it's a great unit...(except for the crappy base..oh, and the driver WHICH IS UNUSABLE)

I leave mine undocked, and use a 3rd party driver that CEntrance made...which performs flawlessly!

It's noisy when set at 44.1, but really likes 48KHz and up. It has decent pre's in it, and the only reason I haven't replaced it.
Old 18th June 2010
  #15
Gear Guru
 
Muser's Avatar
Quote:
Originally Posted by rocksure View Post
Mackie are not supplying replacement parts for Onyx 400f. Stay away from Mackie their parts replacement service is unbelievably bad!
I unfortunately have an Onyx 400f firewire interface. Bear in mind Mackie was selling these units new less than 18 months ago. A year ago the firewire board in it failed. Contacting Mackie at the time was a nightmare. I found out that the board in the device was actually made by Echo. I contacted Echo directly and got a replacement part which I fitted and the device worked ok for some months. Now that replacement board has failed.
Firstly I contacted Echo again this week and got this reply from them:

Hi ,
We are now supplying these boards to Mackie technical support. You will need to contact Mackie technical support directly.
Ken .

So I contacted Mackie. Today I got this reply from their parts service dept:

"We no longer carry this firewire board. It has been discontinued and is not available anywhere else. I apologize for the inconvenience.Thank you," Ashley, Customer Service Parts Specialist, LOUD Technologies Inc.

..............What sort of poor service is that? How can they make a product and then not even be able to support it when it fails? It's not like it's a 10 year old product even. There is no way I will ever look at buying a Mackie product again.
ask Echo how they propose to explain the logic of their advice to you, given that Mackie are implying Echo are sending them nothing. if it worked ok for a few months they clearly need to replace it.. it was NOT Mackie who supplied the board to you, it was Echo..your claim has nothing to do with Mackie, as they did not supply your board..

Get in touch with Echo, chat up their secretary explain the Logical inconsistency and then see what they come up with.. do this in order to try to get, more than ONE board for Backup.

If this doesn't work, start getting more insistent with Echos customer service dept. your last move is to simply say, you will take legal action directly after the end of this call as you are prepared to (demand) satisfaction..

they will generally oil your squeaky wheel first.

good luck
Old 26th September 2010
  #16
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rocksure's Avatar
Quote:
Originally Posted by Azriel_7 View Post
It's not really about wether or not you can get the parts is about wether or not an authorized service center can get the parts.
This could easily be the disconnect point in what Mackie and Echo are saying.
They may be implying that parts are no longer avialable to the end user.

Also to the OP kinda strange that you had a FW board fail twice and would be still inclined to continue to use the product.
What is it that you are doing that would kill the FW?
In the end I was able to get the board replaced free of charge by Echo. Luckily it was still under warranty. When The first board failed it was not me using the device at the time. The second board I think was faulty from day one because it had problems with the sp/dif not syncing well from day one.
The warranty replacement board has been preforming fine in all respects since I got to, so fingers crosssed it will continue to do so.
The reason I still use the device is because at the moment I cannot afford to but a Lynx Aurora to replace it.
Old 26th September 2010
  #17
Gear Maniac
 

Yeah I haven't bought Mackie since a 1604vlz about 13 years ago. A lot of their stuff is made by Meiloon Industries in China, I work with the same ODM at my job. Quality is rather ****, they screw up all the time, change production procedures and make running changes without consulting, all kinds of issues. I know they work with mackie because they've sent me mackie **** by accident at my company which is a big company but not affiliated at all. Ooopps... really nice sending other people's intellectual property.
As for Echo, I have always found them to be great. They are a really small company and most of the time I have dealt directly with the president, not just on a profesional level but also a personal level. Very responsive and they make great products that work.
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