We are pleased to announce that, starting on 18th September 2023, the manufacturer’s warranty for Avantis and dLive C Class (CDM MixRacks, C Surfaces) hardware has been extended to 3 years from the date of purchase.
If you have not already registered your product(s), please do so now to activate your extended warranty: https://www.allen-heath.com/support/register-product/
If you have already registered your mixer and serial number with us then there is no need for you to do anything.
All hardware covered by the 3-Year Warranty
• dLive S Class Surfaces (S3000, S5000, S7000)
• dLive S Class MixRacks (DM0, DM32, DM48, DM64)
• DX32
• PRIME I/O
• dLive C Class Surfaces (CTi1500, C1500, C2500, C3500)
• dLive C Class MixRacks (CDM32, CDM48, CDM64)
• Avantis
• AHM16, AHM32, AHM64
I assume that if we had to do any previous repairs (specially related to the fader bank issues) done while “out of warranty”, we are simply out of luck? Our church had to get a fader bank replacement, but would still fall into the 3 year extended warranty now because we purchased it in Oct 2020.
That’s correct. Although the 3 years apply to units already sold / in the field, this is not retrospective so previously charged / billed repairs are not refundable.
I’m trying to register my DLive Surface and Rack on the web site, but the sticker on my rack with the serial number has gone away. is there a way to find it in the soft or something ?
Nicola,
Do you know if there have been any changes to the faders over time to make them more reliable?
We have two C2500 surfaces from early 2021. One of them had problems from the very beginning - I finally figured out it was the faders and replaced a couple some time after the original 1 year warranty ran out.
Now that the extended warranty has also run out I am having problems with a couple more.
I’m trying to decide on a repair strategy:
If the current faders are the same as the ones I have, I will probably just replace individual faders as they fail.
If there have been improvements I would lean toward replacing all faders “once and for all.”
I got the same problem with my C3500 (bought in June 2023)… already replaced one fader in September 2024, and no warranty was allowed.
I have now 2 more fader to change ?.
@msteel All our products are subject to continuous improvements in components, parts or circuit design over their lifecycle. This is driven by a dedicated Quality team investigating issues and trends and feeding back into product design. In the last few years we have worked extensively with our suppliers to make significant steps forward with the longevity of faders and fader board design. Ultimately motorised faders can present different failure modes some of which are a result of normal wear and tear, but I can confirm that faders shipped after April 23 are less likely to exhibit early ‘fader stuck’ behaviour.
Your question on out-of-warranty repair is a hard one. We recommend our distributors to replace fader boards rather than individual faders wherever possible for in-warranty repairs. In your case it’s a question of budget and peace of mind. I would say even the best fader design will need replacing after several years of heavy use, regardless of brand or manufacturer, so I would go with replacing all faders if you can afford to.
do you have any answer about my question above, about the serial number of my CDM32. The label with the S/N has gone away. maybe I can find somewhere in the interface of the C3500 or in the director ?
@redwoody unfortunately the software has no access to the unit s/n. If you are concerned about warranty, the best option is to use a proof of purchase for the unit. Most dealers or distributors will accept that as proof that the unit is in warranty. Also, you don’t need to be registered on the website to benefit from the warranty. Registering a product ensures you get notifications about firmware updates and you can opt in for wider marketing news.
@NicB Hi,
I bought a C3500 the 9th of June 23 @ the Belgian A&H Distributor, XLR Pro. From May 24 I had a fader defect on the right bay and I went with the surface to them to claim for warranty change on September 24. they changed it and told me it couldn’t be covered by warranty because it was due to dust in the fader. and we also saw with the fader testing that 2-3 other fader were showing signs of sickness, always on the right bay.
today I have 4 faders completely unusable on the right side and some other have little signs of weakness, not a single problem on the left side. I Bought them a brand new 12 fader bay to change it by myself. I asked for a commercial action of any kind because I believe there was a problem with my right bay as I’m loosing all my faders one by one on the right side and nothing wrong on the left…
They told me that faders are only covered for 2-3 month by the warranty. I don’t even think they asked above them for anything about my problem.
is there someone to contact above them or anything I can do…
got a few coworkers with various Dlive surfaces, they don’t have any fader problems even for much older surfaces then mine. I’m quite the only user of my Dlive and I use it in normal conditions always keeping it protected, clean… I’m sur there was just a problem with that specific bay but I don’t feel eared by my distributor.