Need help? frustrated that it's not working

explain what you mean by nothing? do the fixtures show in the 3D viz? does a fixture page load up? let me know. sincerely,

I can get the 3d to show, but noting in the the actual fixtures. It just doesn't tranfer ou to the lights. Seems like everything is working on the computer side of things.

Jon

Something else just happened. My dongle box is reading CP not PC. Loaded it on another computer and it reads PC hooked up a single LED par 64 (american DJ) and no light. Nothing?

Jon

ok well CP to me means that the second universe is active. Tell me how many LEDs are on and flashing? also on this other comp. and the main comp. Are the drivers installed? Sincerely,

All drivers are loaded and the dongle box lights are showing Quick green flashing, yellow on and red on.

Jon

how many yellow/orange? And I am still trying to figure out the issue with the profile. Are you using the adj p64 profile? If anything try this: get rid of the par can led page and then create a new page but use the conventional page. Meaning create a blank page make sure it is addressed to how the led is addressed and then once it is loaded move all the faders till something happens or doesnt happen. Let me know. Sincerely,

Ok, we seem to be talking past each other. The only lights I'm getting are the LED lights on the Dongle that say it's working. I have not been able to get the fixture to light at all. I have created new pages in the Compulive software and the stand alone addition,( which is really all I need because I don't have moving lights) and I have tried different DMX channels and reconfigured the dipswitches on the light. Still no light from the fixture. I'm questioning that the dongle is sending any information but don't know how to find out!

The American DJ pars have a red information light in the back that turns on when it is receiving information or the fixture is working. When I turn on the fiture to operate by itself the red information light turns on. When I plug in the DMX cable from the dongle it turns on then off quickly. Just not sure the fixture is receiving information.

Jon

Just had resolution. Spent a good hour talking with Elation Technical help. They tried to setup the same type of fixtures and when all was said and done, the dongle that I had was bad. They gave me a rma number and told me that for $50 extra they would expediate looking at it after I send it to them. My problem was that it was brand new and I have a show in less then a week. I was told that the supervior said that was all they could do so I was essentially out for my show. (Not sure what to do when you spend $600 on a new product only to have it be defective and then need to spend an extra $50 to have it looked at!) Guitar Center was great. I purchased it from them earlier in the week and they were willing to swap it out and everything is working like it needs to be. Just wish Elation tech would have helped relieve the stress of a defective product. The product does all that I want it to do and I believe it will be great but... I just wish I would have been treated like a large account holder instead of the little guy!

Jon

Well we can hope it makes it back to you soon. you never know, sometimes we have a fast turnaround time. sincerely,

I'm not necessarily bashing Elation for this, but it's just a peeve of mine in this business (and other businesses as well): customer having to incur extra charges and deal with the (sometimes excessive) downtime associated with a defective product.

Requiring customers to pay for the return of defective merchandise is not a good form of customer service. I cannot stand that whatsoever. Perhaps you should send out a new one and request that the defective one be sent back in the same box with an enclosed shipping label. Fraud should be minimized because you will have the customer's address, proof of purchase, and contact information. If your still worried, hold a credit card number with a preliminary charge for the new one until the defective one is returned, then clear it.

In the event you still think you have to charge for return shipping, perhaps the customer can send it in at whatever cost/service they choose and then, as a manufacturer, send it back to them expedited/overnight as a way of saying 'thanks for your patience'.

Plus, if my brand new product is defective, I want a new one, not a fixed version of the one that I returned. Although I know, that sometimes the term 'repair' means sending out a brand new unit instead of opening the damaged one. I agree that sending a new one, regardless, is a good idea (though testing it prior to shipping is a good idea too), but then why should I have shipped it back if I could grab a new one right away at the retailer (if available/closer).

Swapping it out at the retailer works if they have a new one ready to go, and their location is convenient. It beats the heck out of the downtime associated with waiting for manufacturer turnaround (and paying additional bogus shipping charges).

I mean, seriously, what does this whole process/policy say? It says, "In the event that a new product is deemed defective and must be returned, the customer must spend even more money for the same brand new product to ship it back to the manufacturer, and incur the downtime associated with shipping and manufacturer turnaround".

Sorry for the rant, but I think it is just something that needs to be said on behalf of the customer.

I agree with LighTech above. This is one of the major problems I have had with Elation. I get something that is defective and they want me to spend more money to get a replacement on time for a show. It is not my fault the product was defective, it is not the reseller's fault it is defective, but in the eyes of Elation and this policy, it makes it look like they aren't at fault at all.

Other major companies don't do this. Prime example, a school I worked for ordered a brand new ETC Express 125 and it didn't work right out of the box. ETC sent a tech out right away from a local vendor because of a show I had to do with the console the following week. Console was deemed defective, and ETC left an Express 250 free of charge at the school for me until a new Express 125 came in. No extra shipping, no extra rental costs, no cost for the tech. ETC covered all expenses. There are also apparently some bad Source Four caps for lekos floating around, bad batch. Well, good old ETC says if you have one, call them and they will pay to have the defective cap/s shipped back and ship a new cap/s for free, or replacement parts to fix the defective cap/s for free. ETC's costumer service is legendary because of acts like this.

Agreed -
That policy needs to be looked at. If a brand new product comes out of the box faulty, you should not be charged for its repair. A tested working unit should be sent out that day.

For something like the more expensive fixtures and controllers, perhaps you would be given 15 days to return the defective model (in the same box they shipped the replacement in) or be charged for the replacement unit.

Jon, i apologize for the hassle. the fee does not apply to your situation. under these circumstances we would work with guitar center to advance replace the unit(if in stock). in your case if you were to overnight the dongle it goes straight to priority repair or replacement (same day turnaround). please call me directly and i will take care of this. Priority repair fees apply to moving heads and usually are for 24 hour turn around, bypassing the 2-4 week turnaround. this just helps us cover our overtime for our techs. I will better explain this to our tech staff. Please call me @ 323-213-4555 thank you again. Please rest assure that all our customers are important to us. thanks again

regarding our return shipping policy. We will issue a call tag on defective products within the first 30 days (some flexability allowed on a case by case basis). We will advance replace items, however your dealer must get involved under those circumstances. if at anytime you have concerns or a special need please email me service@elationlighting.com . thank you all for your business, we do appreciate it.
Gines Gines
elation service manager