Okay, a disclaimer. I am not the intrepid reporter breaking a story that will dominate news cycles for weeks to come. I am neither Woodward or Bernstein, I’m just a regular guy recounting my digital console odyssey over the past few weeks. I do have to say that if one must go through an audio odyssey, the months of January and February would be the proper time to take this journey so that you’re ready for the upcoming year.
The Voyage Begins
The first part of my current voyage through console world started a few months ago when I ordered a DiGiCo Quantum 338 console. As expected, the console was back-ordered and after a deposit was given, I began the wait. Fortunately, after only a six month wait, I received an email stating that my 338 was ready to ship, but other than the console and the Aviom module, the rest of the order (SD rack) was still on backorder.
I emailed back noting that I was okay with a partial shipment, but that I didn’t order an Aviom module and the deposit was not showing up on the invoice. After some back and forth, it was discovered the order that was ready to ship was indeed not my order, but rather for another audio company. Fortunately, though, my order was located and it, too, was ready for a partial shipment with just the console minus the SD rack. I was thrilled that the console was ready and with one final payment for the balance, the board would be on its way. Regrettably, nothing is easy, and I couldn’t make the numbers add up to the final payment being requested. After some confused emails, I sent them the initial quote given to me by DiGiCo’s Matt Larson and the issue was resolved.
Smash & Go
Part of the initial quote included the trade-in of any console for a credit toward the 338. I was trading in one of my old Avid Profiles, which Matt graciously agreed to accept even though the front of house rack was missing a power supply. I was curious as to how Matt wanted us to deliver the console and he told me that there was no need to deliver it. All that was needed was for us to destroy it and send pictures of the decimated racks and console; after which we could dispose of it. So, we destroyed it. With crowbars, hammers and a sledgehammer, we demolished the racks and the console. Everybody got in their whacks, and as much fun as it is to destroy things, I did feel a pang of guilt, as the Profile had served us well. It also felt somewhat irreverent to be callously destroying that which I once loved. C’est la vie… I will love again. As a matter of fact, I’m already in a relationship with my DiGiCo SD10 and my Avid S6L — both of whom are sexier, smarter and more capable than the boat anchor I once called a console.
In regard to the S6L that replaced my Profile, another saga unfolded, leading to my new understanding of Avid’s tech support and service. Again, this is not an expose, just a recounting of events leading up to my illumination. To be clear, my S6L 32 console was purchased in 2019 just as Avid support was being pulled from the Profile console. The S6L console was an immediate hit with our clients and techs and served us well even though we lost a couple of years to Covid 19. Come last May, it became clear to us that we needed to upgrade our software to v7.1. Which was not a big deal, seeing as upgrades are a common occurrence with digital equipment.
When we went to download the upgrade, we learned we were in need of an Avid S6L software support package. As explained to me by Bill Lackey from Avid, the way the S6L support works is that there’s a separate support for each console, engine and rack, and each has a separate system ID. The offered console support includes the VENUE software upgrades as well as all the components of the system, whereas the software support only covers the software itself.
Considering the price of the full coverage, we opted for just the software package so we could download the v7.1 software. Therefore, for about $570, we were able to get software coverage for a year.
In January of 2023, the main screen on my S6L became intermittent; sometimes turning on and sometimes not. We called and spoke to the Avid tech department and followed all the given directions as to a possible fix in order to evaluate if the problem was indeed the screen or something else within the console. During the time that we were trying to assess the issue, the Avid tech support team gave us three different quotes for replacement screens. The first quote was $1,100, the second was $800 and the third for $2,500. These quotes came with the stipulation that for $4,000, I could purchase the Instant Cover, a two-year console support package that would cover the cost of a new screen. One would assume that I might have remembered this arrangement from when I initially purchased the software package, but then again, my memory is as intermittent as my screen. Anyway, this support package, once confirmed, would also include the software coverage and the screen would ship “overnight.” As a side note — and one not related to Avid — neither FedEx or UPS have been as reliable as they used to be, but again, c’est la vie.
I asked Bill Lackey what Avid would do if the problem still existed once Avid shipped me a new screen. He answered that they would send a new, albeit, refurbished console. Apparently, it’s more cost-efficient to replace the console than repair it. On the other hand, for me to get my money’s worth from the support package (not including a new console), it means that within a two-year time period, I need to get a few new software upgrades and some hardware replacements. If the two-year coverage should expire before any new upgrades or equipment failures, I would, once again, need to buy the coverage for upgrades and repair.
Although I was confused at first, I get it now. Business models have changed, and I just need to go with it or be left behind. That said, my new screen showed up three days after the promised next day delivery, but this was expected as the Ex in FedEx is not as Ex as it once was. Unfortunately, and with no fault on the part of Fed**, the delayed screen was for the S6L 24C and not the 32D that I have. There were no histrionics on my part, and I took it all in stride.
To partially quote Hyman Roth from The Godfather, “I didn’t get angry, I let it go. And I said to myself, this is the business we’ve chosen; I didn’t ask who gave the order, because it had nothing to do with business!”
