@jeffh wrote:
First off, I'd like to bring up my disappointing experience with Martin Customer Support and see if anyone else has had any issues. I called the office in Florida to ask how I can access the 3rd and 4th port on the back of my M2PC. At first he didn't know what I was talking about and said I should already have 4 DMX ports on the back. I explained to him that no, there are only 2 ports, and the other 2 ports are closed. He put me on hold and then came back and apologized and told me that I need the PCB Module for about $250. I asked "If I order it, will I be able to install it myself? Does it come with instructions?" He responded (sounding unsure) "Yeah I don't see why it wouldn't have instructions, it should be pretty simple". I order the part, get it a week later, and see that it doesn't come with instructions, and the M2PC does not look like it should be opened up by someone who doesn't know what they are doing.
This is the first part of my disappointing experience with Martin Customer Support. The 2nd comes from the "24 hour emergency hotline" in Denmark. So I call Florida back to ask them about how I put in this module, and when I press "2" for technical support, the phone just hangs up. Cool. So I call Denmark, and speak with a very helpful guy named Kris. This guy has helped me out a lot in the past through email, so I know this guy is legit, and he tells me to call him back in 2 hours so he can walk me through how to install the part. Keep in mind, this is the day of a show (today, as I write this). So I wait 2 hours, call back, and the pnone says "All representatives are currently busy, please press 1 to leave a message and your call will be returned in the order it was received, or stay on the line". I press 1, leave a message explaining the situation, and wait. An hour goes by. I call back, same message that representatives are currently busy, but this time, the phone just hangs up. It won't even let me leave a message. I've called back about 10 times in the past hour and it just keeps hanging up on me. This is supposed to be the "24 Hour Emergency Hotline" as listed on the Martin website, and this is not the first time it's happened. I called a few weeks ago to talk to someone and the same thing happened. Now the show is starting in about 2 hours, and I'm screwed out of 2 universes unless I can get this problem resolved. I don't want to just open it up myself and try, because I don't want to damage my console, and I don't know if it will void the warranty. One of the main reasons I decided to invest in Martin consoles is because I heard from a lot of people that they have excellent customer service. I do believe they have some excellent customer support representatives, and this Martin forum is awesome and very helpful. I do love Martin consoles and the MPC software, but if this keeps up, I am going to have to start asking for my money back. Maybe I'm being irrational, but I NEED to have the peace of mind of being able to contact a support hotline while I'm on tour.
/rant
Anyways, anyone know how I can install this thing?
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