I bought a minilab3 less than a year ago with the box clearly saying 5 year warranty. well two of the midi key are now not working and when I try and get support it says that the product is no longer supported. this is crap and they need to get called out to let others know that support for the hardware products will get dropped when Arturia feels like it I guess and the warranty isn’t worth the paper it is written on.
well. now it is totally dead. When I noticed the #5 & 6 midi encoders stopped working, I dedcided to exit Logic and run the MCC program to see what was going on. When I loaded it, the Hold + Octive + - keys turned blue. it was unresponsive so I decided to RTFM and it said to do a firmware reset to clear the memory and reset back to default settings to unplug and press and hold the Octave + - when plugging in the USB-C. So I unplugged it and did what it said. NOTHING. Now there are no lights on the unit. the MCC doesn’t even recognize the controller. The only saving grace is that I purchased it from an authorized music store and they have in-house 1 year warranty so they are going to see if they can get parts to get it repaired.
But it really looks bad on Arturia if they won’t even give a single year warranty or support on their own hardware products.
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Hi,
I understand how upsetting it is when things break.
I think you will have at least a years warranty (2 in the EU) depending which country you are in. In the UK, you have consumer protection for up to 6 years in certain circumstances. As you bought it from a dealer, it is their obligation to fix it under warranty and you say they are honouring that - so its ok.
I am in Caanda,. The silver lining of luck that the unit completely failed in less than a year so the dealer is hopefully covering it is no consolation. The return for repair tag that I got from them says that there is a $35 minimum repair cost if no issue can be found or the item is outside of warranty. Now the dealer says that it for if someone returns an item that has been abused or from neglect.
this still does not address the fact that inside of my profile that Arturia is saying
so I have tried to contact Arturia without linking their hardware that isn’t working with their software. I am left not knowing if they will issue an RMA for replacement parts for the unit. I can’t tell if the Encoder #5 & 6 not linking to the Distortion and Phasor macros inside Analog Lab is a fault of the software or hardware considering that the remaining 6 encoders and 4 faders work perfectly. It is as if Arturia has abandoned me a paying customer who has spent well over $1000 with them in the past year.
To say it is the responsibility of the dealer to figure it out with Arturia if it will or will not honour the printed 5 year warranty that is on the box and thus was advertised by the dealer saying it has that warranty does little for me. If I knew that Arturia was going to pull this S!%^ then I might have taken my $189 after taxes and bought a controller from a different manufacturer. All I can do is now I guess is vent here from what I can see. Hope that they change their tone or fix their system if it was a mistake, and warn any other potential purchaser here in this forum that this is what Arturia has done to me so they know it is something that could be done to them as past actions of a manufacturer is a good indication of future actions.
I do hope this is just an error and if it is I will gladly document that inside this post, but until a resolution can be found, this is just a post of FACTS.
So the dealer charges a fee IF there is no fault found and the item is working properly. We could debate whether that is fair or not but the main issue is to ensure you have tried everything on the software front before returning it.
I find it had to believe that such a recent product is not supported and I would question Arturia about this.
I would also retry the firmware update, perhaps using an another USB cable and another USB port to rule out any problems there. Also, if you are using USB hub to connect it, try connecting it directly.
Have you tried boot loader mode? For the Minilab 3 it is:
Hold "SHIFT " + "Hold " buttons at the same time while powering ON the unit.
I believe you will have to manually download the Firmware to your PC/mac to carry out the update using bootloader mode.
Try all these before returning for repair and contact Arturia to establish a means to log a support ticket.
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