Pads broken on Move

[forestcaver]

Whilst Move is excellent - is anyone else having hardware issues ? The bottom left pad on mine is already broken - it seems to quite often stay down. Aftertouch works but I cant tap on it. The pads to the right and above also trigger the pad.... bit of a shame it has broken already though.

[[jur]]

You'd better off contacting Support, this could be a faulty hardware.

[forestcaver]

You'd better off contacting Support, this could be a faulty hardware.

Thanks - I have done, but had this reply:

“Please be aware that we are currently experiencing high support volumes, and therefore our response time is delayed.”

So, I am not expecting any reply from support any time soon… I wonder if there are a lot of hardware faults and this is why they are unable to respond apart from in a delayed manner? So thought I’d try here.

[chapelier fou]

I feel your pain. I'm not aware of any way to manually update/reinstall the firmware, but that might solve the issue hopefully.

[forestcaver]

I feel your pain. I'm not aware of any way to manually update/reinstall the firmware, but that might solve the issue hopefully.

Thanks - but I strongly suspect hardware ! It varies from failing 80%+ in a session to about 5-10% depending on how you reset the pad (?) - pretty unusable anyway and only that one pad… thank goodness I bought it on Visa, given the reply from support! I dont know of any other way to return it other than starting a Visa claim if support are too busy to look into it. Shame support cant give any indication as to how long they are going to delay.
It’s a real shame the hardware is so poor and there are quality issues for me as it feels great and is amazing fun. Also a shame it wasnt tested properly as it started happening immediately.
(I was also unable to upload a very short video on the support pages as the connection was timing out on their servers - I guess they are under strain as well !)

[dcjams]

Support should be immediate for faulty hardware. If it were a retailer there’d probably be a replacement on its way to you already.

This happened with too many people with Push. It’s such a bad look for Ableton.

Bare with us support traffic is high? They’ve been saying this for months and months. Have they learned nothing? Have they really released a new product without resolving their support issues?

Can you do a charge back on your debit card if that’s how you paid? That might get the attention that’s warranted.

[forestcaver]

Support should be immediate for faulty hardware. If it were a retailer there’d probably be a replacement on its way to you already.

This happened with too many people with Push. It’s such a bad look for Ableton.

Bare with us support traffic is high? They’ve been saying this for months and months. Have they learned nothing? Have they really released a new product without resolving their support issues?

Can you do a charge back on your debit card if that’s how you paid? That might get the attention that’s warranted.

Yeah - was a little shocked at the email tbh ! I’ll start the chargeback if I dont hear anything this week. (Not hugely impressed with the tone of the email).

[cuubar]

I´m sitting with a unit that is doomed. The unit has some trigger problems and hanging notes. I can play the faulty pads by just gently tapping the table that the unit is placed on. The unit even played notes by itself at some point without me even sitting by the table. It is unusable in the current state.
This is obviously hardware problem on my unit.
I got the same answer regarding support and waiting times. You are kidding me. I dont se many reported problems with the Move so what is their problems regarding support on faulty hardware?

[chapelier fou]

The answers that you got from support were automatic replies. And it was the week-end, wasn't it ?
I'm confident that they will treat people with potentially faulty hardware with priority.

[ty_art]

Same here it‘s the left top pad on my move

[forestcaver]

Had a reply from support - it was a very stock email - not sure if they read my support request and the problem but they very helpfuly advised that I make sure I am running ableton 12.1 and all have checked all connections (!) They also advised I upload a video but didnt acknowledge that their servers were timing out when I had twice tried that and told them that I was unable to upload as their servers were timing out.

(As I was running Live 12.1 already but had never connected it to Live and was it was not connected so had no connections to check, unfortunately that helpful advice failed to resolve the failed pad issue).

Slightly frustrating...

[cuubar]

I also got a reply and my unit is getting replaced.

[forestcaver]

I also got a reply and my unit is getting replaced.

Excellent - what did you have to do ? The latest is that I need to arrange a video hosting service so that they can see a video (I think that is what the latest email advises). I have asked for a return and replacement but not yet sure if a person has seen my support ticket or if it is all just automated replies.

[cuubar]

I did attach a video to my case.

[chapelier fou]

All good. Hopefully it was just a few units.