Customer service?

I haven't had any problems with the customer service. Jingles just has more time than the rest of the employees to check the forums. Also he is the moderator and is basically required to post (sort of, not really). But the ADJ customer service so far has been great to me. I don't e-mail anyone, I just call them. The phone lines are never busy (from my experience) and the receptionist is nice! Try calling them and see what you get. Can I ask what you are having problems with? Maybe we can help you here!

jthtiger

hey nihgtraven! thanks! ya i would really cal them on monday about all the issues you have brought up with me. im not really sure why but all the ADJ people usually are not on the forums. they are all busy doin phones and stuff. i would really just call them using the tool free number on the site. i did forward your emails from last time. still no response??? sincerely,

Jingles,

I will try to give them a call on Monday. And no I have not received any contact from anyone other than you. I do appreciate your help, you seem to be the only one who cares.

Thanks,
Ric

you might not see it but trust me lots of other people care. I'm still not too sure why some never come on. Believe it or not this forum used to be bustling with people and mods EVERYDAY. Trying to get that back. Might take some time but I have faith.
Sincerely,

Jingles:

While I believe this may have once been a bustle of activity, there's not much at the moment that will change how it is now.

I know there was an older web forum, which I was a member of, and then a lengthy downtime during the transition to this software, which for some reason also involved migrating the existing web forum content, and thankfully the user database. Not sure, but I think that long downtime really zapped things down several notches.

Also, in the "&*%@ or get off the pot" category, outside of you personally, it is a rare site to see ADJ staff/employees/support actually online here. People ask questions TO support, and nothing happens.

For example, I had a motor blow on my DoubleTwist, and I asked questions, but people were ignoring it like it was an 800 pound gorilla, occasionally throwing a bit of poop, hoping it would get bored and go away.

Well, I did get bored, and took a calculated risk and both a motor for a Mini-Gressor, which worked just fine with a small modification to the power connection(different socket, just move wires). Come on, this wasn't rocket science. I did not have the time to call, as I use "down time" to visit this forum or else I'm on a phone call with a client.

The best thing is for you to keep doing what you're doing. Hopefully other full and part timers on their payroll can pick up some slack and get active around here as well.

On a side note, and many others have had different experiences, my experience with telephone tech support has been fine. No complaints at all. So, clearly the quality of support is there, just not in all avenues of support. If it's an emergency or big enough deal, people will call. And those are the priority customers. I know how it works. That's how I live.

I never did get my DMX Operator training DVD. But I'm sure those are long gone. Since I can program mine now(thanks to the manual), I do have the resources to experiement with how the whole thing works together.

One thing is that "users make the best support resource", which is true. Engineering thinks one way, and their experiences cover what they think is gonna do the job. Users have more and different perspectives, coming up with unusual solutions that might be just fine. However, support shouldn't fall back on that.

As long as ADJ doesn't get abusive with me, I'll keep being a client. I don't see ADJ ever getting abusive with me, so I don't expect to stop being a client for a long time. Send me my printed catalog and DVD once a year so I can evaluate, and I'm a happy dude right now. And they do, when I order it. Fair enough.

i agree. not to sound big headed or anything but me and a few other (you too Chris) have been a basis for the online support success of ADJ for me at least for a year now. others probably a little bit longer. i think if we just keep doing what we are doing it will pick up. it already has. there is a increased volume of posts and while it goes up and down it has picked up since we came back online. oh and the previous forums (elation too) were hacked somehow and that is why they were down for such a long time. I'm too sure which one came back online first. but oh well they are back. kinda rambling here so thanks chris! sincerely,

One of the big things that is a strength for me and not needing much help from technical support is me being involved in pro sound for, well, longer than many of the users of this forum have been alive. I don't need manuals to figure out most stuff.

Case and point: Went from a Soundcraft 6000 console, then to my first little mixer, my Mackie 1604VLZ. Didn't really need a manual, it packed less features and it was laid out well. Aquired a ProMix01, which did require manual reading because digital boards are not all obvious. Moved up from a puny 16-channel to my much adored Allen & Heath ML 5000 48B, a 76 channel analog board. All I needed help with was assigning VCA's.

With lights, I can't say much. Gee, what do I need to know about a Sunray III? It's either ON or OFF, don't go in between! My other fixtures in the same category? Same issue. Not terribly difficult once you wrap your head around some basics.

Most lighting manuals are written for the beginners. I commend ADJ for doing this. It must cut some time and costs off of technical support. While some folks may be offended by the "dumbed down" manuals, I find it easier to scim the newie-type stuff and go right to the technical specs.

Now, 2 things I learned about my Color Fusions came from here, NOT the manual. First, DO NOT change DIP switch assigned DMX channels while the fixture is ON and expect it to work. Power off, change and power on. Or, if you do it live, then power cycle after change. Oh, and just a recap, even using DMX cables and terminator(total cable length less than 20 feet from controller to terminator), the units do NOT strobe in sync, they are like out of phase with each other. BUT: perfectly out of phase(1 on, 1 off). TO me: The strobe was never a marketable feature to me but now with this "error", I got a cool effect. Happy mistake! ADJ made a tiny error, I've found it wiht this paid and instead of slamming ADJ for it, I can exploit this and have a unique side to side pulsing action. Yeah, beat that!

With so many other channels for support, such as other pro A/V forums, usenet and mailing lists, it seems only the more "die hard" come to this one. That's

Nightraven,

Please feel free to contact our customer support: 800-322-6337. Ask for Customer Service.

You can also contact me and I will do my best to help.

Brian - ADJ Marketing
brian@americandj.com

Brian,

I did call and left a message for J. Davies. So hopefully this will clear things up. Thanks for your time.

Ric

hope you get things sorted out bro!

Jingles,

Now if I could get that DVD for the Operator Pro...

I'll try man I'll try. Just in Case send me your address again to my email. Thanks! Sincerely,

Nightraven,

Please e-mail your address to me at brian@americandj.com and we will get Intelligent Instructional DVD #2 out to you. This includes the video for the Elation DMX Operator Pro.

Regards,
Brian - ADJ Marketing

Uh oh! Looks like I opened up that can of worms again.

I'll make it up to you ADJ! My client is catching up and I am gonna set aside money to get 8 LEd Par 64 Pro's(and maybe one day I'll get the name right too!) and 2 T-bars. I can't wait to retire those Par 38's from the main rig. I ain't giving them up either.

Brian,

I sent you 2 emails...1 with my address (did you get that one?) and another just now stating a general overview of my problem and still have had no response from my call on Monday.

Thanks,
Ric

nightraven i saw brian looking around on the forum today so i believe he probably emailed you. if you dont hear anything let us know. sincerely,

Jingles,

He did email me and I did receive a call from ADJ to rectify the problem. Thank you very much, I do appreciate it. I also received the correct DVD yesterday for the OP Pro!!!

Thanks again!
Ric

GREAT!! im so glad you got it all sorted out. and i hope this hasnt soured your expierence with AMDJ.
sincerely,

Jingles,

It has not soured my experience at all. It started out frustrating but this forum led to a point of contact and we are sorting it out now. So I am now very pleased!

Ric