Arturia Forums

Hardware Instruments => MiniBrute => MiniBrute Technical Questions - FAQ => Topic started by: brokenkeys23 on January 17, 2014, 05:14:22 am

Title: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on January 17, 2014, 05:14:22 am
I sent mine in for repair around december 20th. I'm starting to fear it was lost in the mail. I don't really know what to do, is there any way to get a verification that it was sent to the right place?
Title: Re: How long does it take to get a minibrute repaired?
Post by: Bruno@arturia on January 17, 2014, 09:46:23 am
you should ask to tech support
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on January 20, 2014, 10:50:17 am
I tried. Still no response. And the link to track the tech support message is broken. Should I send another?
Title: Re: How long does it take to get a minibrute repaired?
Post by: Bruno@arturia on January 21, 2014, 09:38:40 am
PM me you ticket number I'll check the status
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on January 26, 2014, 05:19:05 am
At this point should I contact UPS? Or do repairs really take over a month? I'm just upset I didn't insure the package for what it was worth. It's feeling like I'm going to wind up with no minibrute and a $100 tops.
Title: Re: How long does it take to get a minibrute repaired?
Post by: T3k on January 26, 2014, 03:48:40 pm
Did you track it? Delivery confirmed?
Did you give Bruno the ticket number?
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on January 26, 2014, 05:03:44 pm
Yes I did. It was signed for by someone named Raphael on December 20th-ish. The address on the UPS ticket is correct. I shipped it with the RMA in the box and yeah, still no word on it. I guess I'll try not to get too worried about it, but it has been a long time.

And I got a response from tech support. They didn't answer my question at all. Instead they sent a long robotic email about faulty keybeds and how they're working to address the concern.
Title: Re: How long does it take to get a minibrute repaired?
Post by: T3k on January 26, 2014, 06:52:06 pm
My only major concern would be that it somehow got to the wrong place. But if it was signed for and the address was correct, I don't think you need to worry. Arturia will make it right - it's just a matter of when.

There are probably quite a few units in for repair which probably explains the delay. Regular communication would be nice, to let you know the status.

When my keyed broke - twice (2 different keys) within a week of purchase, I got out my screwdriver and my superglue. It's held up fine since then. It might be a kludge, but it was faster than returning it to the retailer, and much faster than the repair queue apparently.

Let us know when you get any more info. And it will be a sweet day when your fully functional unit is back in your hands. Hope that is soon!
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on January 28, 2014, 01:03:51 pm
You're right, that will be a great day. I'm trying to stop stressing about it.
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on March 05, 2014, 10:37:57 pm
Still no sign of it coming back. Is there anyway to verify that I am getting it back? Or that it was sent to the right place? Tech support still hasn't been any help.  ???
Title: Re: How long does it take to get a minibrute repaired?
Post by: Varthdader on March 06, 2014, 02:22:12 pm
I wonder if anybody from Arturia is even reading these forums anymore.

All I see are postings with questions, and no answers from the company.
Title: Re: How long does it take to get a minibrute repaired?
Post by: stevism on March 07, 2014, 09:04:41 pm
easier to ignore than solve
Title: Re: How long does it take to get a minibrute repaired?
Post by: Varthdader on March 07, 2014, 10:28:55 pm
Well this silence is weird though.

I had a pretty fast initial acknowledgment from Arturia about the issue and was promised a replacement, so it is not like they ignored the issue.

But lately there is only silence?
Title: Re: How long does it take to get a minibrute repaired?
Post by: brokenkeys23 on March 08, 2014, 01:27:22 am
Update: I got it back!!  ;D
I'm not 100% but it seems brand new. It came with a manual and another power cord all packaged up.
Best day ever.
Title: Re: How long does it take to get a minibrute repaired?
Post by: T3k on March 08, 2014, 03:02:14 am
Excellent!
Time to change your forum name to FixedKeys23!
 :)
Title: Re: How long does it take to get a minibrute repaired?
Post by: BillCosby on March 08, 2014, 02:20:36 pm
Excellent!
Time to change your forum name to FixedKeys23!
 :)

haha Well, for a week or so.  ;)
Title: Re: How long does it take to get a minibrute repaired?
Post by: Varthdader on March 09, 2014, 05:01:52 am
Great news!

A relief for you and hope this gets widespread with all of us!
Title: Re: How long does it take to get a minibrute repaired?
Post by: Dav1d on March 13, 2014, 01:45:22 pm
Finally, this is an official announcement.

"We are of course aware of the issue that affected some Minibrute units in two specific production batches from 2013.
We did investigate and found the cause of the issue. (At a certain points during the production of the keybed parts, the injection of plastic into the mold was not done at constant temperature. This created a weakness in some keys.)
This concerns in fact a limited number of products even if people having issues are naturally more vocal -and have all the rights to be. Less than 4% of the keyboards within these two batches were affected. Still Arturia did replace all keybeds in their entire stock and so did their distributors as well. We are aware that some units have reached end-users this is why we extended the guarantee to three years on the MiniBrute keybeds. Of course we have put more quality controls on the production following this problem.
In any case the Special Edition comes with keybeds that have been tested right. So you should not be scared.
As a conclusion we understand the frustration of customers who trusted us and got issues with the MiniBrute. We have replaced faulty units as quickly as we could, along with our distribution partners and we will keep on doing so when needed. But it should not affect the value of a good product that is reliable and used by many musicians now."

We just received a shipment of containers in regard of the Keybeds issues.
Depending on the warranty period, we can send the new Keybeds directly from you or from our distributors:
==> [Url] http://www.arturia.com/evolution/en/buy/distributors.html [/ url]

For the US : us_support@arturia.com

For the rest of the world, If you have not received a reply or you're out area, please write an email to the following address:
distributors.support@arturia.com

We need this specific information:
1/ A picture showing the issue
2/ Your address and phone number
3/ For the warranty, a proof of purchase of the product.

Please note that we will do our best to provide you with keyboards in Timely Manner.
 :)