When a sound professional's equipment has a problem, and there's sessions booked in the studio, technical support is a vital part of the product mix. We recently received some feedback about the technical support Amber Technology can supply in partnership with our brand suppliers, from one of our Professional Products customers, Dr Stuart James, (Producer/Engineer at The Soundfield Studio; Lecturer in Music Composition and Sound Design at West Australian Academy of Performing Arts, Edith Cowan University; Pianist/Percussionist/Programmer/Electronics at Decibel New Music).
Here's how the story played out...
One Saturday in February Stuart was working in a commercial recording studio. The SSL Matrix console suddenly switched off of its own accord leaving the smell of burning electronics. The Matrix was the only unit that appeared to be affected, and on closer inspection, he suspected it was the power supply with what could have been a burnt up capacitor.
After the desk went down Stuart immediately took the power supply to an electronics specialist, Grant Ettrick at Ettrick Audio Visual, who was able to verify the fault.
With recording and mixing sessions booked for Saturday, another mixing session and editing scheduled on Sunday, time was of the essence to keep his business moving.
Stuart put in a call for urgent help. SSL's Paul Lindsay (Vice President Sales) and Karen Down (Operations Lead Systems & Support Group), together with Tony Woodhead from Amber Technology's Technical Support Group, worked over the course of the weekend to locate a suitable part that was not available locally in Perth. By the middle of following week Grant Ettrick from Ettrick Audio Visual, was able to have the unit up and running again.
Stuart emailed to let us know what he thought of the service he had received:
"I wanted to express my absolute gratitude to you all for making this problem go away so swiftly. Grant was able to wire, test, and tag the PSU on Thursday, I plugged it in, and everything was hunky dory. I am not sure how to repay you all in return, but I do know through this experience that both SSL and Amber Technology are leaders by example. Two professional organisations I shall continue to stand by for my lifetime. You transformed what was devastation into an experience that has even further strengthened and empowered my view of these products and the people that stand by them.
Again many thanks for everything. You all rule!"
Sincerely,
Dr Stuart James
Producer/Engineer @ The Soundfield Studio
Lecturer in Music Composition and Sound Design @ West Australian Academy of Performing Arts, Edith Cowan University
Pianist/Percussionist/Programmer/Electronics @ Decibel New Music