push 3 Standalone Startup Time

[invertednothing]

Oh damn, I just got the first response from the support and have to upload a video. But then I already know — it's a hardware issue and I guess I have to replace my push too Thanks for the followup jrjulius

[Sound Service]

Hi guys,

I had the exact same issue with my new Push. Start up time on standalone consistently over 2 minutes. I contacted support and they were super helpful despite the fact that they are very busy these days. They determined it's a hardware problem and they forwarded my case to the warranty team. I am expecting to hear from the warranty team next week, but it appears that returning the faulty unit and receiving a replacement are two separate processes (this is what technical support told me and that the replacement will arrive at some point depending on availability).

I have to say that this is very disappointing and frustrating and makes for a very bad customer experience the reflects bad on the brand. I bought my Push 3 on my credit card (which means I went into debt) and I had plans to perform live with it that now need to be put on hold. I would at the very least expect an immediate replacement (i.e., Ableton sends a courier to collect the defective unit and deliver the replacement at the same time). Giving away the defective unit and then waiting for days or even weeks for the replacement whilst I have already paid a significant amount is just not good enough.

[jrjulius]

Hi guys,

I had the exact same issue with my new Push. Start up time on standalone consistently over 2 minutes. I contacted support and they were super helpful despite the fact that they are very busy these days. They determined it's a hardware problem and they forwarded my case to the warranty team. I am expecting to hear from the warranty team next week, but it appears that returning the faulty unit and receiving a replacement are two separate processes (this is what technical support told me and that the replacement will arrive at some point depending on availability).

I have to say that this is very disappointing and frustrating and makes for a very bad customer experience the reflects bad on the brand. I bought my Push 3 on my credit card (which means I went into debt) and I had plans to perform live with it that now need to be put on hold. I would at the very least expect an immediate replacement (i.e., Ableton sends a courier to collect the defective unit and deliver the replacement at the same time). Giving away the defective unit and then waiting for days or even weeks for the replacement whilst I have already paid a significant amount is just not good enough.

That’s definitely frustrating — hopefully warranty can sort you out. FWIW they didn’t expect me to send mine back until they had a replacement ready to ship. So even if it takes them a few weeks to get a new unit in stock, you should be able to keep using the slow-booting machine while you wait.

The official policy is that you have to send the defective unit back before they ship the new one, but Ableton really made the process easy for me. If they ask you to ship them your current unit before they have a new one boxed up and ready to go, push back. Odds are it’s just someone following a written process without thinking about the impact.

[Sound Service]

Thanks so much for letting me know! I can still use the unit as a controller and I am hoping they won’t ask me to ship it until they have the replacement good to go.

[102455]

push back

I see what you did there.

[Sound Service]

I didn’t have to push back (that pun again) and the push replacement arrived fairly quickly - 9 days after I first reported the issue (there were 3 days of back and forth with technical support and a couple with the warranty team).

The replacement unit works really well and the starting time is 41 seconds on the dot. That said it exhibited some strange behaviour when I first turned it on and that caused me to panic.

Specifically, it didn’t initially start for a good 3 minutes and then it came up with a message that Push didn’t shut down normally the last time around and that the previous project couldn’t be saved. It asked me to restart it. I did and then all looked normal…although the software update was followed by a firmware update that took ages to download and install (with multiple message along the lines of firmware successfully installed and then restarting by itself). When it was all done there was no demo. Makes me think if I was sent a unit that was returned by another customer but the storage was empty and the Push was definitely well sealed in its box. Regardless…

In the end, all good.

[Just_Pierre]

I didn’t have to push back (that pun again) and the push replacement arrived fairly quickly - 9 days after I first reported the issue (there were 3 days of back and forth with technical support and a couple with the warranty team).

The replacement unit works really well and the starting time is 41 seconds on the dot. That said it exhibited some strange behaviour when I first turned it on and that caused me to panic.

Specifically, it didn’t initially start for a good 3 minutes and then it came up with a message that Push didn’t shut down normally the last time around and that the previous project couldn’t be saved. It asked me to restart it. I did and then all looked normal…although the software update was followed by a firmware update that took ages to download and install (with multiple message along the lines of firmware successfully installed and then restarting by itself). When it was all done there was no demo. Makes me think if I was sent a unit that was returned by another customer but the storage was empty and the Push was definitely well sealed in its box. Regardless…

In the end, all good.

I bought my Push 3 Standalone about 6 weeks ago and also got the message that the Push wasn't shut down normally at the first boot. My thougts were the same you have, Ableton sended me a pre-used Push 3 Standalone. I sended a message to support and the answer was that is has to do with QC(Quality Control) and that my unit was brand new. It could be true but still have my doubts about it. But my unit works perfect, so I'm happy,

[[jur]]

I bought my Push 3 Standalone about 6 weeks ago and also got the message that the Push wasn't shut down normally at the first boot. My thougts were the same you have, Ableton sended me a pre-used Push 3 Standalone. I sended a message to support and the answer was that is has to do with QC(Quality Control) and that my unit was brand new. It could be true but still have my doubts about it. But my unit works perfect, so I'm happy,

Every unit do this out of the box. I know, that gives a weird feeling and should probably get fixed. But don't worry, you didn't get send a pre-used unit.

[Sound Service]

Thanks for clarifying Jur!

[Just_Pierre]

I bought my Push 3 Standalone about 6 weeks ago and also got the message that the Push wasn't shut down normally at the first boot. My thougts were the same you have, Ableton sended me a pre-used Push 3 Standalone. I sended a message to support and the answer was that is has to do with QC(Quality Control) and that my unit was brand new. It could be true but still have my doubts about it. But my unit works perfect, so I'm happy,

Every unit do this out of the box. I know, that gives a weird feeling and should probably get fixed. But don't worry, you didn't get send a pre-used unit.

No problem, @jur

I trust Ableton and I know we have a great product in our hands. So much potential.

[invertednothing]

Yeah. Today I also get my exchanged unit. And it boots in 40 seconds — NICE!