Monday, November 30, 2009

Canadian Audio Hardware Tech Support

Some of you may recall that I started tweeting about my Presonus audio interface deciding to quit a couple of weeks ago.

Well, it's still sitting in my studio waiting to get fixed. I was thinking of replacing it, but then started entertaining repair options.

Of course, I contacted the Presonus customer service option on their site and got a fairly prompt response from them on procedures to start the repair process via a return authorization procedure. After a couple of emails, they discovered that I was from Canada.

I got directed to the Presonus distributor in Montreal... People down the street could probably hear my groan.

That was a week and a half ago...

I had a futile run-around experience with the Canadian distributor of M-Audio when my Delta 1010 interface on my PC started humming a few years back. I gave up and jumped to Presonus... {sigh}

If there's one thing that I find absolutely infuriating about moving back to Canada (after 9 years in the US), is that the very concept of customer service is seriously lacking! That's not a blanket statement by any means - there are companies that adopt good practices and treat their customers well up here, but there are a lot more companies I've run into that don't seem to willing to adopt any practices that might promote customer loyalty.

Now, jury is still out on whether the Presonus distributor will come through, but I've been sent to Long and McQuade with the assurance that they'll take the unit for me (they didn't) and numerous emails which each seem to have progressively more names added to the "CC" line have been flying back and forth.

My last two emails have fallen into black e-holes - and we don't have the American Thanksgiving to blame up here.

I just want a place to send the unit and get it fixed! I don't care who's supposed to do what nor who has an agreement with who ...

Why does a (up to a week ago) happy customer have to endure complicated and lengthy processes, explanations and delays to get a routine support task completed?

I have a couple more days of patience left I think, then I guess I'm going to have to postpone my monitor speaker purchase and put that budget towards a competitor's product.

... a product that doesn't require you to interface with their Canadian distributor!

Saturday, November 28, 2009

A Seriously Appropriate Blog Title

Just pulled up my news reader this morning and saw a post by my pal and co-host on Inside Home Recording entitled:

I've known Derek for almost 2 years and listened to him on IHR for more than a year before I was invited to be a host on the show. He's got to be one of the most positive and clear-thinking people I know. The fact that he has some pretty severe cancer - you'd hardly know it to talk to him - makes everything about the world seem totally out of whack.

He's an avid blogger (at and has been interviewed by the CBC TV and CBC Radio for his efforts to document his life online and preserve that record for future generations.

This is all so infuriating as I'm beginning to think that this is an extremely bad and poor taste re-run. A close friend of my family - someone for whom I had the utmost respect while growing up - passed away after his fight with cancer a while back. He had such a magnetic, happy personality about him. There was always a twinkle in his eye and you would never leave his presence without a laugh and a smile. It was a very, very sad day for me when I learned that he wasn't with us anymore.

Why does this disease always seem to affect those who make positive impacts on lives? Not that I'd wish to inflict pain on anyone at all, but when it comes down to "emotional analysis" ... it all seems so unfair!

Derek has been fighting this for a long time, with some successes and some drawbacks as well. I wish there was something I could do to erase his burden or at least shoulder a bit of it. He's been going through many different treatments and operations that have thrown his body out of whack. I can't even begin to imagine what he, and his family are going through

What I do know is that he's still got a positive attitude while fighting this damned disease with everything he's got.

If I were a bettin' man, I'd be all in on Derek.

Saturday, November 21, 2009

What Just Happened???

A few days ago, my main concerns were:
  1. applying enough sunscreen
  2. making sure the kids didn't get caught in the undertow
  3. keeping little hands from touching sea turtles...
We arrived back from Maui last Wednesday morning (2:30AM to be exact). The morning of Tuesday, we were swimming in a pool in 80+degree, sunny weather and then that evening, returned to rainy weather and a temperature that was less than half of what we left.

A scant two days later, I find myself having driven four hours along Highway 1 in the dark (light faded at 4:30PM) and find myself in a small town in the middle of the Rocky Mountains named Princeton for a hockey tournament.

For peet sake! I was literally wearing two pieces of clothing (not counting flip flops) three days ago, and now, I'm packing multiple layers ...

After experiencing tropical island life for just over a week, I wonder whether my ancestors were oblivious to warmer climates, or were just plain lazy when they decided to emigrate from the British Isles...


I guess getting back to the regularly scheduled program can never be something that's gradual or forgiving.