Appendix A Service - Mackie Digital 8 Bus Owner's Manual

Appendix A
Service
Warranty Service
Details concerning Warranty Service are spelled
out on the Warranty Card included with your console
(if the card is missing, let us know and we'll rush
one to you).
If you think your console has a problem, please do
everything you can to confirm it before calling for
service, including reading through the
Troubleshooting section of this owner's manual.
Doing so might save you from deprivation of your
console and the associated suffering.
Of all Mackie products returned for service (which
is hardly any at all), roughly 50% are coded "CND"
— Could Not Duplicate, which usually means the
problem lay somewhere else in the system.
Repair
Service for the U.S. versions of our digital
consoles is available only from our factory, located in
sunny Woodinville, Washington. (Service for
products living outside the United States can be
obtained through local dealers or distributors.) If
your console needs service, follow these instructions:
1. Review the troubleshooting suggestions in your
owner's manual (see next section). Please.
2. Call Tech Support at 1-800-258-6883, 7am to 5pm
PST, to explain the problem and request an RA
(Return Authorization) number. Have your Digital
8•Bus (or Remote CPU) serial number(s) ready.
You must have an RA number before you can
obtain service at the factory.
3. Set aside the power cord, owner's manual, or
anything else that you'll ever want to see again.
We are responsible only for the return of the
product being repaired.
4. Pack the product in its original package, including
the foam end caps and the upper tray. This is
VERY IMPORTANT. When you call for the RA
number, please let Tech Support know if you need
new packaging. Mackie is not responsible for any
damage that occurs due to non-factory packaging.
5. Include a legible note stating your name, shipping
address (no P.O. boxes), daytime phone number,
RA number, and a detailed description of the
problem, including how we can duplicate it.
6. Write the RA number in BIG PRINT on top of the
box. It must appear on the outside of the box.
D8B Manual • Appendices • page 134
7. Ship the product to us. We recommend United
Parcel Service (UPS). We suggest insurance for
all forms of cartage. Ship to this address (unless
told differently by your friendly Tech Support
person):
Mackie Designs
SERVICE DEPT.
16140 Wood-Red Rd. NE, Ste. 5
Woodinville, WA 98072
8. We'll try to fix the product in three to five
business days. Ask Tech Support for current
turnaround times when you call for your RA
number. We normally send everything back
prepaid using UPS Orange (three-day air).
However, if you rush your product to us by air
shipment, we'll treat it in kind by placing on the
'priority' shelf. Once it is repaired, we'll ship it
back the same way in which it was received. This
paragraph does not necessarily apply to non-
warranty service.
Troubleshooting Guide
Three Things to Keep in Mind
As you become familiar with the Digital 8•Bus,
you'll find it helpful to keep these three questions in
mind at all times:
1. What Fader Bank is selected?
2. What channel is selected?
3. What is the V-Pot assignment?
In 90% of the cases, if something isn't working as
you expect it should, it's because one of these three
settings isn't where you intend it to be.
No power!
• Our favorite question: Is it plugged in? Make sure
the power cord is securely seated in the IEC
socket and plugged all the way into the AC outlet.
• Our next favorite question: Is the POWER switch
on? If not, try turning it on.
• Is the Fat Channel Display working? If not, make
sure the AC outlet is live (check with a tester or
lamp). If so, refer to "No Sound" below.
• Make sure the DC power cable is securely
connected at the rear panel of the console.