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Up to Discussions in M5 / M9 / M13
2891 Views 10 Replies Latest reply: Jun 25, 2010 8:50 PM by dutchteq RSS
dutchteq Just Startin'
dutchteq
20 posts since
Feb 20, 2009
Currently Being Moderated

May 24, 2010 9:26 PM

Warranty Support

Dear Line6

 

I took my M13 in to an authorized warranty service provider almost 4 weeks ago for the mysterious "power cycle" issue. He has replaced the mainboard which (according to the repairman) solved the power cycling problem but the degraded screen/artifacts/pixelation was not resolved. A "known good" LCD board was sent to resolve that issue but it turns out that board had issues of its own.

 

I am going on a month without my M13. The service provider is a bit frustrated and I'm a LOT frustrated right now. Not with him, with YOU, Line6. It should not take 4 weeks to get a warranty repair done. If the service provider has made reasonable effort to return the unit to working condition and it hasn't happened, then a new unit should be provided. This is a known issue with these units and you guys should be making every effort to service your customers.

 

I bought your product based (in part) on your reputation in the industry.

I also LOVE the "effect"iveness of the unit. It suits me well and the money I didn't have to spend to build out a beast of a pedal board allowed me to outfit my home recording setup, and lightened my load in/out

 

I am thankful that your products are available but you guys need to get on the ball with this problem. Your reputation depends on good service and relationship with the Music Community

 

Please don't disappoint us Guys. I can go anywhere and get screwed. I am really hoping it isn't here,

 

Chris

Tags: looper, m13, stompbox, problems
  • phil_m Expert Line 6 User
    phil_m
    4,243 posts since
    Jan 25, 2007
    Currently Being Moderated
    May 25, 2010 5:28 AM (in response to dutchteq)
    Re: Warranty Support

    I'm not meaning this to be a stupid question, but are you using the same power supply as you were when the issue came up?  The fact that you were sent the same board and now getting the same results (especially with a board confirmed to work earlier) makes me wonder if it's not something related with the adapters - like Line 6 got a bad batch or something.  It does seem unlikely, but stranger things have happened.  I've always sort of suspected this because the whole jumbled screen thing is what happened to me when I tried using my M13 with the Pedal Power AC.  It just wasn't able to provide the required ampacity without dropping the voltage below the acceptable range.  Perhaps the people Line 6 buys the power supplies from are doing something they shouldn't.  I'm not saying this is the answer, but sometimes simple answers end up being the solution to these types of problems.

    • dutchteq Just Startin'
      dutchteq
      20 posts since
      Feb 20, 2009
      Currently Being Moderated
      May 25, 2010 8:46 PM (in response to phil_m)
      Re: Warranty Support

      Hey Phil,

       

      I wish the problem was that simple.  I can absolutely assure you that the only power supply ever used was the factory unit.

      • phil_m Expert Line 6 User
        phil_m
        4,243 posts since
        Jan 25, 2007
        Currently Being Moderated
        May 26, 2010 4:03 AM (in response to dutchteq)
        Re: Warranty Support

        I wasn't meaning to imply that you were using a different supply other than the Line 6 one.  I'm just saying that maybe Line 6 got some bad power supplies from the factory.  It seems like a remote possibility, but you never know.  The fact that units are exhibiting that behavior just makes me wonder if it isn't something like that.  It could certainly be something in the unit itself, though.

  • dutchteq Just Startin'
    dutchteq
    20 posts since
    Feb 20, 2009
    Currently Being Moderated
    May 27, 2010 9:22 AM (in response to dutchteq)
    Re: Warranty Support

    So I just heard back from my Warranty tech, and they are giving me a new unit. AWESOME. BUT, they are out of stock and wont be available until JUNE 30th!!!!!!?????????

  • ricksox UberGuru
    ricksox
    11,600 posts since
    Mar 28, 2006
    Currently Being Moderated
    May 28, 2010 11:01 AM (in response to dutchteq)
    RE: Warranty Support

    Hello,

       

      I'm really sorry to hear about your experience so far.

       

      I'm curious as to where that service center got that information in regards to the M13 power cycle issue being fixed. The truth is that we are still looking into this and haven't found root cause although, every single one of these units that we have replaced has never exhibited this behavior.

       

      What service center did you take your pedal to?

       

       

      Line6Miller

    • dutchteq Just Startin'
      dutchteq
      20 posts since
      Feb 20, 2009
      Currently Being Moderated
      May 28, 2010 2:00 PM (in response to ricksox)
      Re: RE: Warranty Support

      Hey Miller! The tech in question never told me the problem was "fixed" as far as a wholesale resolution. He only swapped in a new main board that resolved the power cycle issue for my unit. But he says there was a "cascade" failure with the LCD displays that appears to have been caused by whatever problem started on the mainboard. Anyway. Just letting ya know whats up. Any chance that you guys can get that new unit out any sooner than the end of June or is that wishful thinking?

  • Kneehow UberGuru
    Kneehow
    6,750 posts since
    Dec 26, 2007
    Currently Being Moderated
    May 28, 2010 2:26 PM (in response to dutchteq)
    RE: Warranty Support

    Hi,

       

      What Authorized Line 6 Service Center did you take your unit to? Please let us know.

       

      Regards,

      L6Perry

  • ricksox UberGuru
    ricksox
    11,600 posts since
    Mar 28, 2006
    Currently Being Moderated
    Jun 1, 2010 2:22 PM (in response to dutchteq)
    RE: Warranty Support

    Thanks for clarifying. We're actually waiting for new units to arrive from our manufacturer so I'm afraid we won't be able to get your replacement out any sooner.

       

       

      Line6Miller

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