Hi guys, relatively new to Netrons and almost became a fanboy. Until… the first EN4 stopped working after just four days.
After connecting power it shows the Obsidian logo. It does not react to any button presses or the rotary encoder.
When connecting an ethernet cable, there is no link. Powering via PoE does not work.
A look inside the ethernet port shows some red light in the inside.
There seems to be no physical reset button, which adds to the frustration.
See attached photos.
EN4s were highly recommended to me as reliable workhorses.
Hi there, sorry for the hiccup. The NETRON EN4 is our bestselling unit with many thousands in the field, and this is not a common occurrence at all.
Obsidian of course will repair or replace under warranty, our distribution partner LMP will assist out of their local service center in Germany.
Just wanted to follow up on what has happened - I am a huge fan of not only using forums to “complain”, but also report back the positive things.
Shortly after I’ve raised the issue in the Obsidian Control forum over on Facebook, someone from Elation US (apparently the mother company of Obsidian Control Systems) jumped in and assured me, that the EU team would take care the next morning.
Rest assured, no longer than half an hour later I got contacted by LMP (a German distributor) informing me, that LMP is Obsidians service partner in Germany and they’d be more than happy to take a look at what potentially would be a hardware failure.
At the same time, I contacted German thomann, where I had purchased the unit. thomann - without hesitation - send out a brand new EN4, not waiting for me to first send in the defect unit.
I always thought this should be the standard: If customers receive a broken unit, they should not be waiting for it to make it all the way back to the distributor for them to then ship a new one. It has to be reverse. So I am glad that thomann chose to do the right thing.
The new unit arrived within two business days. I’m now sending back the defect one. thomannn will likely send it over to LMP and I hope to hear from LMP as to what the root cause for all of this has been.
Overall, while this was a hic-up initially, the service experience turned out to be superior - and that’s something good to know!
Hi @r2.lighting
Thank you very much for taking the time to follow-up on your EN4. Really glad to hear you have received your new unit.
Please let us know if there’s anything else we can assist with.
Edward
