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Hardware Instruments => Origin => Origin Technical Issues => Topic started by: MindPoP_ on April 04, 2009, 11:10:24 pm

Title: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 04, 2009, 11:10:24 pm
I owned the first unit probably to hit America and it died within 8 hours. I have been useing my second unit for a few months now and the screen just died. Sometimes it works sometimes not. I am in the middle of production and this synth figures heavy in every track and now it wont work right. I am assed out and they wont be able to help me in time so production stops dead. I was afraid of this in the first instance when the first unit died. I own like 12 synths, none have ever died on me. All my units sit in studio and I never gig with them I use other gear live. This Origin has sat in one place and I live in a dry desert so no moisture, and it just died. My question Phil is when will you get me a working unit. Please email me and set up a way for you to mail me a unit that will work for at least a decade. Please. My oldest synth still have working screens. This Origin is a big let down.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 04, 2009, 11:38:58 pm
And to anyone out there, am I wrong to want a synth I buy for close to 3 g's to work for like a decade if I use it safely and nicely. I have owned some gear well over 10 years, and have bought used gear from the 60's still working. I owned a tv for 20 years, and threw it away still working. My credit card machine at my shop has been working for 16 years and I have never turned it off. My oldest computer is an atari mega ste from like 1988 and it still works( i dont use it though). So again tell me how long should my Origin last.. 8 hours , 6 months or longer???? I hoped to own this unit at least till 2012 december when the world ends!! So please Arturia. Get me a unit that will last till then, or barring that offer me a longer warranty on the unit, as to I am afraind it will die 1 month after the warranty ends then I am assed out. I am on this side of the warranty so I am not worried , but how long will my next unit last?????
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 05, 2009, 01:37:21 am
I got the screen on again now and I am working, but I dont know if it will work when I turn it off or work for awhile and then die again. When it is not working if you take a flash light you can read the screen it  is like an old handheld game system with no backlighting, and my studio is dark(save energy lighting) but with a flash light you can read the screen but it is working now, but for how long???
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Philippe on April 05, 2009, 09:00:30 am
Sorry for the trouble.

This is a known problem that may occur on the first production batch. It is the consequence of a defective bunch of inverters (the component that backlights the screen). We have written a replacement procedure that can be handled by our distributors. I have sent a mail to our US representative (you are in copy). And please open a case (in the support page) so that our support team can track this case.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 06, 2009, 05:52:22 am
Dont mean to be a jerk, but if you realy work for Arturia or own Arturia, or whatever, I would march into your factory, grab me a working unit, ship it to me , appologise profusely for selling me 2 bad units and to make up for the hard time throw in a free copy of your most famous plugins, in the shiping include return papers for the broken unit,which I will then mail back to you. I own a Jewelery store in Las Vegas, and I provide a lifetime gurantee on the manufacture of my product,and return or repair at my expense. I have had approximately 7 returns in 16 years. I stand behind my name 100 percent because that is how I do business. I refuse to make illegitamate money or pass bad product just cause I would like the money. Shure it is hard sometimes, but I have Integrity and a belief that what seperates me from most humans is I tell the truth, live the truth, and will die on my own terms under my own conditions, with a life lived as honest as possible. I would be embarased to have sold a broken product to the same person twice. I would give them the product for free and then throw in gifts while all the while telling them this is not normal, should never have happend and as the boss i will fix the situation because the buck stops here. My first unit lasted 8 hours this one 6 months, that just is not cool. I feel like I am to blame for wanting an Arturia product, sorta like blameing the rape victim for looking to good!! This is not my fault. I paid cash up front years before the unit shiped, and have been punished ever since, yet no strong company talk as in how did we do this and how are we gonna fix this.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Philippe on April 06, 2009, 08:23:50 am
My job is to deliver a reliable machine and me and other persons in the team are working hard - really hard - for this to happen. But let me clear a point. We didn't send machines that we knew were defective. We receive the machine from the factory, we check them and test them before sending them to our customers. We did that starting at the first production batch, then we sent the machine, then we had a limited number of machines showing a problem with the screen, then we diagnosed it, then we decided to replace for free the component and wrote a procedure that can be handled by the distributor to minimize the time needed to repare the machine. Our distributors have received a bunch of reliable components along with the procedure so they should be able to do the work. And of course, we have renewed the stock of inverters and replaced the components on the machines here before sending them as soon we have been aware of this defect.

Once again, I'm really sorry for the trouble and I'm more than embarassed. If I were in your situation I would surely be upset and I do understand your anger. But at this point I cannot tell you more, I'm "only" the lead developer of this machine and I don't have any power to decide what the commercial policy has to be. Of course I have my own ideas on this topic but you will surely understand that I have to keep them for my boss. I will ask Frederic Brun, our CEO, to read this thread and give you an answer ASAP.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Frederic Brun on April 06, 2009, 06:40:20 pm
I understand your frustration and anger. Now to make a few things clear:

- we want to get your machine back to our US office by UPS and fix it. This is standard procedure and should not take more than 3 days or 4. I know 3/4 days is already something you will not be happy with, but we have no machine in our US warehouse at the moment and it is the fastest way.

- the inverter problem that Philippe mentioned could occur on any of the first 30 Origin units shipped, this is true. When we found out about this deffective component, we had only sent 30 units and we stopped shipping for approximately 6 weeks in order to fix the problem.  Of course, contrary to what is written somewhere, we did not know the component was weak when we shipped this first batch.

- You have had a problem with the second machine you received because it came from the first lot as the first one. It was part of a first order we shipped to Sweetwater. So you are really unfortunate and we will do our best to make you feel better about Origin and Arturia.

-  We paid great attention to testing and Quality Control. We tested for more than 8 months, shipped units everywhere before final release, used some units for more than a year and half before delivering,.... Now, Origin comes with hundreds of components and we had not seen the problem with the inverter lot, this is true.

Please send us more details through the Support system and we will do our best to fix your problem quickly. As customers we know how bad one can feel in a situation like this. As Arturia members, we have worked very hard to deliver a good product and want to be proud of our work. We will do what it takes so our customers are happy.


Best regards,


Frederic Brun
CEO, Arturia

Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 07, 2009, 07:30:26 am
I sent the info , just mail me the ups return slip, I'll get a box and ship it in that day.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: tomoe97 on April 07, 2009, 07:48:21 am
I also purchased my Origin from Sweetwater, but thankfully have had no problems with it thus far and absolutely LOVE it!  However, after reading this thread, I'm a little concerned. Can you provide a range of serial numbers for the affected batch to put the minds of early adopters to rest?

Many thanks!
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on April 07, 2009, 11:31:04 am
To Tomoe, and to each Origin proud user:

If your machine never had any problem, don't knot your brain with this, because:

We would appreciate to avoid negative buzz on this, as this very circumscribed problem is under real control. No SNAFU (http://en.wikipedia.org/wiki/SNAFU) here, so please no troll!  :)
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: MindPoP_ on April 08, 2009, 05:41:54 am
I thought I was mailing my unit to CA Usa but the shiping tag you sent me is to France?
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on April 08, 2009, 08:55:38 am
For the time being, defective units are repaired in our Grenoble facility in France. Step by step, our US office and our distributors will get the technical papers and the 'savoir faire'; but even if it's a bit costly at this time we prefer to directly handle the repair, if only by getting maximum elements / better diagnostic on potential failures.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: dhjdhj on July 05, 2009, 05:30:57 am
I just bought a brand new Origin a few days ago (June 30th to be exact) and although it seemed brand new (i.e, unopened box, packing, etc) and running 1.0.7 firmware, I have run into similar problems as the person who started this particular thread.

(See my post at http://www.arturia.com/evolution/smf/index.php?topic=3026.msg9837#msg9837)

So, should I return my Origin?


By the way, I was unable to submit a technical support request on this issue because, when I tried to register the Origin, the website wanted a serial number, which I could not find for the Origin, and so I couldn't continue.

Sigh
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on July 06, 2009, 09:46:26 am
Yes, going through the regular Technical Support way is the most efficient way to get assistance on this kind of issues.

You will find the serial number:
_ on a sticker under the machine
_ on the metal plate, under the skirt
_ on a sticker on the original carton box.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: dhjdhj on July 06, 2009, 08:56:25 pm
I saw this several times when powering up....I'm now wondering whether an Origin is worth keeping in the first place? It seems like a wonderful instrument but I can't afford for it to behave erratically.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on July 07, 2009, 03:05:10 pm
Please forward all information through the regular Technical Support interface (in your Arturia account), we will handle it nicely.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: dhjdhj on July 07, 2009, 05:59:04 pm
I have registered now --- waiting for a confirmation....... turns out I screwed up and selected Brass by mistake so I apologize for blaming you guys for that one    :'(

Looking forward to getting some help with the problem --- I would really like to keep this Origin (or at least replace it for another one if I have a hardware problem) rather than giving up on it.

D
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: dhjdhj on July 10, 2009, 12:52:29 am
Uhm...apparently not!   I registered and submitted this issue through the tech support system two days ago and have not heard anything back.

Yes, going through the regular Technical Support way is the most efficient way to get assistance on this kind of issues.

You will find the serial number:
_ on a sticker under the machine
_ on the metal plate, under the skirt
_ on a sticker on the original carton box.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on July 10, 2009, 03:26:12 pm
@dhjdhj
We are currently organizing the exchange with our USA facility. Please check your mailbox.
Sorry if you find it a bit slow.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: manga1000 on July 17, 2009, 07:32:53 am
My Origin screen flickers all the time and when I turn the unit on the screens has lines all over which is not a good sign. Worse of all though, is the fact that I don't have any sound coming out of it anymore. This happened once before and for some unexplained reason it came back only to silent once again. It is bad enough that the product features were only half implemented but for the hardware to go bad as well is disgraceful.
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: rcmusic on July 17, 2009, 11:19:32 am
when I turn the unit on the screens has lines all over which is not a good sign.

mine too but i asked arturia for that and told me it was ok and i must than my  origin (one of the first serial number) is working good til today and i hope it will go on!
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: Antoine on July 17, 2009, 01:30:49 pm
@manga1000
Please register your synthesizer and post a Tech Support ticket.  :)
Title: Re: My second Origin just died. A little upset now..Do any units work for long?
Post by: d3x on August 03, 2019, 04:56:05 pm
Hello,

I see that you've had problems with your Origin some time ago.
I accidentally killed my Origin Desktop 3 weeks ago and desperately looking for a faulty one for parts.
Funnily enough the issue seems to be similar to what you described. lines on the screen.... did they manage to fix this?



I emailed arturia asking for the diagram but I didn't get it. So chances of repair are very low.

I was hoping to find a donor somewhere, but there is really no faulty ones on ebay or reverb.

Please let me know if you by any chance have a faulty unit and would like to sell it for parts or have access to the schematics.

Here or d3x AT wp.pl

Regards, Dex