Tech Support

While updating a Miniconverter SDI to Audio to the latest firmware I successfully updated two other units and all went well. Please note all units were operational prior to updates. Third unit goes through update I get the message update failed. So I follow the on screen prompt and this time the unit is not recognized. So basically unit is a paperweight. I call Tech support and am told unit is 2 years old. I explain that was operational until an hour ago and now its toast. I ask about an RMA and am told that the unit is no longer viable. OK so you are telling me that You can't fix it! Yes The unit is no longer viable. Frankly that is the worst customer service experience I have had of late. Yet AJA your competitor is prompt to resolve any issue no matter how old the item is.

Shameful response from your support team.

I've looked at the case notes on this and the serial number provided for this Mini Converter was purchased in 2010. Our Mini Converters have a 3 year warranty which would place this outside of that timeframe. If you purchased this item brand new from an authorized reseller that places it within the 3 year timeframe and that receipt has the serial number on it, you can send us a copy of this via email and we can move forward from there.