#37602 - 06/20/02 11:52 PM
950 Status E-mail Update
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Gunslinger
Registered: 05/10/02
Posts: 156
Loc: Vista, CA USA
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I've just received an e-mail from the Outlaws concerning the 'hiss'situation, and their current efforts to resolve the issue. I'm sure that many of these e-mails are going out right now, but I just wanted to publically state my appreciation to the Outlaws for taking the time to communicate with a customer,(me), during what must be a hectic time for them.
Thanks Outlaws, keep up the good work.
Mix
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#37603 - 06/21/02 12:05 AM
Re: 950 Status E-mail Update
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Gunslinger
Registered: 03/29/01
Posts: 70
Loc: Atlanta, GA
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Originally posted by MixFixJ:
I've just received an e-mail from the Outlaws concerning the 'hiss'situation, and their current efforts to resolve the issue. I'm sure that many of these e-mails are going out right now, but I just wanted to publically state my appreciation to the Outlaws for taking the time to communicate with a customer,(me), during what must be a hectic time for them.
Thanks Outlaws, keep up the good work.
Mix Are you a current owner of a 950 or on the waiting list?
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#37604 - 06/21/02 12:10 AM
Re: 950 Status E-mail Update
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Gunslinger
Registered: 05/10/02
Posts: 156
Loc: Vista, CA USA
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Hello ra,
I currently own a 1050, and am on the list for a 950.
Mix
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#37605 - 06/21/02 12:33 AM
Re: 950 Status E-mail Update
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Gunslinger
Registered: 01/31/02
Posts: 187
Loc: austin, tx
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For those how don't get these:
At this time, it has become obvious that an update is necessary on the status of the 950. While earlier delivery estimates have fallen short, this has never been our intention. However, as you know, shipping of the Model 950 has come to a stop. As you may also know, a small number of units have shipped with an abnormal level of hiss.
The cause of this hiss has become the topic of heavy debate in the Outlaw Saloon as well as in other online forums. It has also become a significant burden to our engineers here in the United States as well as our engineering team in Malaysia. Literally working around the clock we have been able to isolate a few potential causes. Further complicating things is the fact that this problem is confined to a small sample of units making it harder, not easier, to solve. There are many individual factors pertaining to each installation which means a "fix" that works in the lab might not work in the field. The hardware and software engineering required to get to the bottom of things is a very time consuming process. If everyone had the same problem, it would be easy.
The "good news" is, while the reports of problems sometimes seem magnified by postings on the forums, their actual number in proportion to the number of units shipped is very small. The "bad news" is that the small number of samples and the variations in the way in which the problems manifest themselves make the solution harder to reach.
We are continuing to investigate the root cause for this anomaly, and will continue our commitment to resolving this issue for each and every consumer. Since several customers have contacted us regarding a lack of communication regarding both the status of the 950 and our intentions, here is our interim proposal:
· If your 950 exhibits an abnormal level of hiss, please send an e-mail with the serial number of your unit and your name, phone number and address to 950service@outlawaudio.com. We will then send confirmation of your letter. Once a universal fix has been established we will process your request and tell you how to send the unit back to our warehouse and service center. We will arrange for a pick-up by FedEx Ground at our expense, and we will ship a modified unit back to you prepaid.
· The timing for all of this will be worked out with you via e-mail.
Given that anyone who was unhappy with their initial unit has already had the option to return it within the 30-day audition period, we feel that this is a reasonable way to accommodate those who appreciate the sonics and features of the Model 950.
In addition, we will begin to provide more timely updates regarding the status of the product. What we can not do is provide estimates as to when individual units will ship. Calling/e-mailing the Sales and Support office regarding this status will only further hinder our ability to work efficiently at resolving the issue. However, we will continue to encourage any and all contact regarding the operation, use, and/or integration of our equipment.
One last comment. While we have been extremely liberal regarding the use of our Saloon, we have NEVER stopped reading it or any other industry news boards. Due to the roller coaster like nature of the hiss problem we felt it would have done more harm than good to comment in many of the ongoing threads. Giving out information that ultimately proves to be inaccurate only makes the situation worse for everyone. These new, timelier updates will inform you of our continuing progress in dealing with this situation.
We thank you for your patience and understanding.
Best Regards,
The Outlaws
So are they resuming shipping??? brianca
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#37606 - 06/21/02 12:39 AM
Re: 950 Status E-mail Update
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Desperado
Registered: 01/07/10
Posts: 673
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Brianca,
Shipping is temporarily on hold as we work out the hiss issue. However, we will continue to offer updates as new progress is made.
Best,
Scott
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#37607 - 06/21/02 12:47 AM
Re: 950 Status E-mail Update
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Gunslinger
Registered: 06/19/02
Posts: 57
Loc: Bismarck, ND USA
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HEAR, HEAR!!! Thanks for the update.
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#37608 - 06/21/02 01:16 AM
Re: 950 Status E-mail Update
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Gunslinger
Registered: 05/06/02
Posts: 89
Loc: Lake Michigan Shoreline, MI
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At last an email from Outlaw. Glad to hear that they really are working on the Hiss issue. Hope they get a real fix soon, so new shipments can start again for everyone on the wait list. Just so you know they really have shipped a 950 without a Hiss issue, I know because I have one. Hope you all will be enjoying your own "silent 950" real soon.
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#37610 - 06/21/02 01:59 AM
Re: 950 Status E-mail Update
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Desperado
Registered: 01/07/10
Posts: 673
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Jed M, Nope, I was just singing in a barbershop quartet in Skokie, Illinois  I love the ending to that movie! Best, Scott
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#37611 - 06/21/02 09:44 AM
Re: 950 Status E-mail Update
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Deputy Gunslinger
Registered: 06/19/02
Posts: 4
Loc: Pelham, NH USA
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Thank you Outlaws!
That mail is exactly what I wanted, and needed to hear. PLEASE, keep your promise of increased communication on the status of the 950.
...Jim
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#37612 - 06/21/02 11:06 AM
Re: 950 Status E-mail Update
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Desperado
Registered: 11/29/01
Posts: 1434
Loc: Mount Laurel, NJ
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I agree, that is EXACTLY the kind of e-mail that the Outlaws should have sent... only, it would ideally have come way back when shipping stopped. There's no date in there, nor need there be; simply a confirmation that shipping stopped, why, and what they're doing to fix it. As SIMMs used to say: "An informed consumer is our best customer."
------------------
Matthew J. Hill
matt@idsi.net
_________________________
Matthew J. Hill
matt@idsi.net
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#37613 - 06/21/02 11:47 AM
Re: 950 Status E-mail Update
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Deputy Gunslinger
Registered: 06/13/02
Posts: 8
Loc: Columbus, IN, USA
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Outlaw, I am so glad to receive your email. It makes me feel much better because I know you are still alive and awake now. Good job, Outlaw. Keep in contact. Customers would appreciate it.
James
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#37614 - 06/21/02 11:51 AM
Re: 950 Status E-mail Update
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Desperado
Registered: 01/14/02
Posts: 1176
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Sounds like 5 samples isn't an effective BETA program - no surprise really. I realize software is a bit different but we wouldn't dream of a 5 user BETA stage - that would be a joke.
The idea of a BETA test is to ferret out issues that don't show up in the test lab, only in real, perhaps less than ideal, setups. So the 'hand selected' 5 testers with 'qualifications' and nice setups may actually have been LESS effective in some ways as BETA subjects.
Oh well - live and learn.
Charlie
_________________________
Charlie
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#37615 - 06/21/02 07:45 PM
Re: 950 Status E-mail Update
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Desperado
Registered: 05/28/02
Posts: 605
Loc: LA's The Place
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At about the same time the emails in this thread were being sent out, Scott emailed me an answer to a question I had asked, about whether my replacement 950 would be the final fix or just an intermediate fix to the hiss problem with the 950. I had written I'd be pleased to wait for the final fix. He answered, in part as follows:
"While a few of the people who received this replacement have been satisfied by the changes, two have still experienced abnormal levels of hiss. Please be assured, that if the replacement unit does not resolve your hiss issue, we can hold off on another replacement unit until the anomaly is resolved."
[This message has been edited by Will (edited June 25, 2002).]
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#37616 - 06/21/02 08:52 PM
Re: 950 Status E-mail Update
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Desperado
Registered: 12/11/01
Posts: 1054
Loc: Santa Clara, CA
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Great news, Outlaw! 
_________________________
If it's not worth waiting until the last minute to do, then it's not worth doing.
KevinVision 7.1 ... New and Improved !!
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