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Auzentech won't reply to my ticket - looking for advice

post #1 of 26
12/9/10 at 1:16am
Thread Starter 

Hi,

 

I have been trying to get a hold of Auzentech for the past couple of months (since the end of July). They have not emailed me or even replied to my tickets ( I made 2, one back in July, and one in November). I have also emailed them to try to get someone to reply to my tickets or to my email but have recieved nothing from them.
 

Does anyone know what I can do ? It's been 5 months and nothing coming from their end. I understand their soundcards come with at least a 1 year warranty, and my warranty is about to expire in February. I dont understand how Someone can RMA their card if you cannot communicate with them.

 

Please if anyone on here knows how to get a hold of them, it would be greatly appreciated if you shared that info.

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post #2 of 26
12/10/10 at 2:00pm

I just started down this path (opened my ticket early A.M.) and I'm not hopeful that I'll have much luck, but I'll post if they do get back to me.  Meanwhile, time to go looking for a new card - and unless I get an answer soon, Auzen will be off the list.

 

(My mic channel is producing a constant buzz and rapid clicking, regardless of slot, system, drivers, etc.  I'm 100% sure it's hardware failure, and unlike the front 2 channels it's not like I can swap the opamp and hope for the best!)

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post #3 of 26
12/10/10 at 3:33pm
Thread Starter 

Do these sound like the problem you are having?

http://www.youtube.com/watch?v=wlnxUwYwWvI

http://www.youtube.com/watch?v=4aAsS0hIS5c

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post #4 of 26
12/10/10 at 3:41pm

Interesting. Awhile back my Auzentech Forte was becoming noisy, generating 'popping' and clicking noises randomly, and eventually all my music became muffled. I contacted Auzentech and about a week later they gave me an RMA and I sent it back in. They sent me a new one a few weeks later and it's still going strong. My warranty was expired too, so I wasn't even hoping for much help.

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post #5 of 26
12/10/10 at 3:55pm
Quote:
Originally Posted by Quakky View Post

Do these sound like the problem you are having?

http://www.youtube.com/watch?v=wlnxUwYwWvI

http://www.youtube.com/watch?v=4aAsS0hIS5c



Exactly like the problem I'm having.  Through the Mic, if I try to use Ventrillo or anything that noise is all anyone hears.  The first time it came through my AD700s - and I didn't have the Mic channel enabled through the output - it was so jarring I was worried I'd damaged them.

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post #6 of 26
12/10/10 at 4:28pm
Thread Starter 

Ya well this is, as I concluded, A hardware issue - specifically overheating in what I was told to be a "power control circuit".

 

Can you do a quick test for me? if you have a compressed air can it will be very easy for you. make sure the compressed air can is in the upright position at all times.

 

I want you first to open up the windows recording program and record something and confirm that it's happening. Or even better if you can get it to recreate using some old speakers (instead of the expensive headphones) it would be better and easier.

 

Anyways, look here:

 

http://img46.imageshack.us/img46/6498/layoutlarge.jpg

 

this picture above. You need to apply compressed air, or nice cool air with a fan to that area that is in a Yellow box. If you can aim it so that you are directly hitting the Red square area with air, the better. At the same time you need to record/listen to your speakers to see if the thumping sound goes away.

 

This shouldn't take you more than 1 min to do. I solved the issue that way but the card crapped out on me.

 

Hope to hear from you asap. 


Edited by Quakky - 12/10/10 at 4:30pm
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post #7 of 26
12/10/10 at 4:36pm
Thread Starter 
Quote:
Originally Posted by t1337Dude View Post

Interesting. Awhile back my Auzentech Forte was becoming noisy, generating 'popping' and clicking noises randomly, and eventually all my music became muffled. I contacted Auzentech and about a week later they gave me an RMA and I sent it back in. They sent me a new one a few weeks later and it's still going strong. My warranty was expired too, so I wasn't even hoping for much help.



 

 How long was that? As of the past few months, it seems that things have changed a little bit for auzentech.

 

Here's what The BBB sent me today.

 

"Mail sent to the company has been RETURNED TO SENDER.  We are not processing complaints on this business as we cannot get a hold of them, please provide any contact information you have on this business."

 

They are talking about the California office of Auzentech. They seem to have packed their bags and left the continent. Their phone number is also disconnected.

 

I provided them with all the emails I know of, as well as the numbers for Japan and Korea, but I doubt the bbb will do anything about it.

 

Auzentech has a BBB score of F. There's really nothing else to say about it really other than "you are pretty lucky" lol.


Edited by Quakky - 12/10/10 at 4:38pm
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post #8 of 26
12/12/10 at 10:14am

I am the same boat and did not get any response from support through the website. I emailed RMA@auzentech.com and received a response a few days later with a RMA form. I just sent my card to them but I don't have high hopes of ever seeing it replaced, especially is the info posted above is correct.

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post #9 of 26
12/13/10 at 3:05pm


 

Quote:
Originally Posted by Quakky View Post

Ya well this is, as I concluded, A hardware issue - specifically overheating in what I was told to be a "power control circuit".

 

Can you do a quick test for me? if you have a compressed air can it will be very easy for you. make sure the compressed air can is in the upright position at all times.


It solved the issue - for 15 seconds - then the sound returned, slowly and then increasing in tempo.



Quote:
Originally Posted by cbeckstrand View Post

I am the same boat and did not get any response from support through the website. I emailed RMA@auzentech.com and received a response a few days later with a RMA form. I just sent my card to them but I don't have high hopes of ever seeing it replaced, especially is the info posted above is correct.


 

I contacted RMA@auzentech.com and received a response the same day.  How long ago did you send your card?

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post #10 of 26
12/13/10 at 10:34pm
Thread Starter 
Quote:
Originally Posted by eneloquent View Post


 

Quote:
Originally Posted by Quakky View Post

Ya well this is, as I concluded, A hardware issue - specifically overheating in what I was told to be a "power control circuit".

 

Can you do a quick test for me? if you have a compressed air can it will be very easy for you. make sure the compressed air can is in the upright position at all times.


It solved the issue - for 15 seconds - then the sound returned, slowly and then increasing in tempo.



Quote:
Originally Posted by cbeckstrand View Post

I am the same boat and did not get any response from support through the website. I emailed RMA@auzentech.com and received a response a few days later with a RMA form. I just sent my card to them but I don't have high hopes of ever seeing it replaced, especially is the info posted above is correct.


 

I contacted RMA@auzentech.com and received a response the same day.  How long ago did you send your card?



 That means IT IS A HARDWARE ISSUE. It's not damn drivers.

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post #11 of 26
12/14/10 at 12:32am

Dude,

I'm fingers crossed for you that this works out.

I couldn't imagine auzentech just packing up shop.

 

Anyways, if you are interested, I've got a Prelude that I might sell off.

Shoot me an offer if you're interested ronsarlo at google mail dot com.

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post #12 of 26
12/14/10 at 8:28am


 

Quote:
Originally Posted by Quakky View Post



 That means IT IS A HARDWARE ISSUE. It's not damn drivers.


I know - and I'm not sure why you're emphasizing it to me.  Or, is this just residual emphasis from your frustration with the support experience?
 

Quote:
Originally Posted by eneloquent View Post


(My mic channel is producing a constant buzz and rapid clicking, regardless of slot, system, drivers, etc.  I'm 100% sure it's hardware failure, and unlike the front 2 channels it's not like I can swap the opamp and hope for the best!)



Even if support is failing, hopefully the RMA departments prompt response is a promising sign.  I'm going to send my card in tomorrow, and hope for the best.

 

@cbeckerstrand - did you get a response from RMA after sending your card in yet?

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post #13 of 26
12/14/10 at 4:34pm

I sent my card off to them last week and have not heard anything yet. There is no doubt it was a hardware issue because I had the random noise even during POST. I already purchased a cheap Asus card (Xonar DG) and it sounds great so I will probably just sell the Forte if they ever replace it. Good luck!


Edited by cbeckstrand - 12/14/10 at 5:58pm
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post #14 of 26
12/15/10 at 4:50am
Thread Starter 
Quote:
Originally Posted by eneloquent View Post

 
I know - and I'm not sure why you're emphasizing it to me.  Or, is this just residual emphasis from your frustration with the support experience?
 



That would be the latter :(. I am really frustrated with people telling me that it's my drivers. but then when I read your post, everyone who says drivers, I will just point them to your post :)

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post #15 of 26
12/15/10 at 2:46pm

The chip at U9 - with the label S52A on it - is the culprit.  Cold air applied directly to this chip (~ 45° F) completely resolves the issue.

 

I'd be curious if any DIY/Chip Aware type people knew what component that was, exactly.  From Quakky's image;

http://img46.imageshack.us/img46/6498/layoutlarge.jpg

it's in the red box.  It has five solder points, three on the bottom and two on the top.  The bottom middle solder point looks slightly browned, whereas the other four look normal.

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