Pads broken on Move

[forestcaver]

I did attach a video to my case.

Thanks - I actually managed to upload two videos to their servers today when I tried again - a person from support got in touch. It was failing to upload yesterday several times so maybe something changed today? Will see what they say. Have asked twice now for a return and replacement.

[forestcaver]

Support have acknowledged it’s a hardware fault so the warranty process has started now.

[cuubar]

Thats good for you.
I have still not heard a thing what happens next in my case. The unit is not fixing itself
My patience is kind of getting a hit.

[forestcaver]

Thats good for you.
I have still not heard a thing what happens next in my case. The unit is not fixing itself
My patience is kind of getting a hit.

Oof! That’s tough! I thought your’s was getting replaced???

[dcjams]

Thats good for you.
I have still not heard a thing what happens next in my case. The unit is not fixing itself
My patience is kind of getting a hit.

Oof! That’s tough! I thought your’s was getting replaced???

Don’t be fobbed off with a repair. Demand a replacement. Depending on what country you’re in you have consumer rights. You should at least have a mail order cooling off period. Cancel the order and get a full refund. It’s totally unacceptable to send you broken hardware sold as new and then offer you only a repair. Make a note of the serial number before you return it so that they can’t con you.

[cuubar]

A replacement is what they promised. But not a single word on how and when. If its many weeks of waiting please just let me know so i can make a return instead.

[forestcaver]

Thats good for you.
I have still not heard a thing what happens next in my case. The unit is not fixing itself
My patience is kind of getting a hit.

Oof! That’s tough! I thought your’s was getting replaced???

Don’t be fobbed off with a repair. Demand a replacement. Depending on what country you’re in you have consumer rights. You should at least have a mail order cooling off period. Cancel the order and get a full refund. It’s totally unacceptable to send you broken hardware sold as new and then offer you only a repair. Make a note of the serial number before you return it so that they can’t con you.

Thanks - I’ve been told that I’ll be getting a replacement....

[forestcaver]

A replacement is what they promised. But not a single word on how and when. If its many weeks of waiting please just let me know so i can make a return instead.

They sent me labels to stick on the box to return via post, which I did this morning - they said to let them know when iit was shipped and they would then issue a replacement... I’ve scanned and added the receipt to the support issue.

[DJ TrEVo]

I had the same issue yesterday with the third pad from the left on the first line after three days of use. I need to contact support as soon as possible. I think the problem is widespread.

[forestcaver]

I had the same issue yesterday with the third pad from the left on the first line after three days of use. I need to contact support as soon as possible. I think the problem is widespread.

I’ve seen a few similar comments in other forums - hard to know how common it is - just hoping my replacement is going to be ok and remains ok for a long time!

[camblack]

Hey all! Potential solution to this to anyone else who may be having the issue!

For context, I bought an open box Move the other day off Sweetwater and upon arrival was experiencing pretty much the exact same issue with the bottom left pad. I'd say at least 30-40% of the time it would stay on, sometimes even after multiple taps. I hit up Ableton support and this was their reply:

We're currently investigating this behavior on Move's pads and we've found there is an improvement on certain units by doing one measure.

I kindly ask you to please do the following:
Please put Move on a table, were it's firmly and evenly placed
Put your entire hand over the pads
Apply some pressure with your hand and fingers, and slowly slide your hand up and down, across all pads on Move

Please do this movement a couple of times; afterwards, press the problematic pad: is there an improvement?

Well I'm happy to say there actually HAS been improvement. I wanna say it's registering at least 95% of of my hits now if not better! Very weird fix but can't complain too much as I was anticipating some kind of warranty hassle. Hope this helps!