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Re: S37 - Ladder Filter Collapsing!
Posted: Tue Apr 28, 2015 11:06 am
by Control_Voltage
To Assymetrical:
You do not need to input any real data into the credit card fields for a warranty repair. Just put "1111" or something in each field. The CC info is for out of warranty repair customers to provide payment information.
Thanks,
Andy Hughes
Moog Tech Support
Re: S37 - Ladder Filter Collapsing!
Posted: Tue Apr 28, 2015 12:05 pm
by Toom
Control_Voltage wrote:Hello Everyone,
Andy from the Moog Tech Lab here.
Please, if you are experiencing an issue with any of your Moog products, contact me directly and I will be more than happy to assist you with sorting out the issue. You can reach me at
andy@moogmusic.com or by phone (828) 251-0090 (tech support extensions are 221, 217, and 204)
If you are located outside of the USA, either contact your store or distributor for assistance with getting a warranty repair, or contact me and I will point you to the appropriate Authorized Service Center.
I have seen a few pots fail on these synthesizers(but it is a very low number relative to the considerable number of Sub 37's that have been produced over the past several months), and the Cutoff Pot is BY FAR the most fun knob to tweak(admit it, you know its true!) so it stands to reason it will bear the heaviest usage. We test our gear rigorously before it leaves the factory, but despite our best effort to be diligent, occasionally these things do happen. We apologize for the inconvenience.
Please rest assured that Moog will stand behind our products(and if necessary extend your warranty for any issue that seems pervasive), and we will do our very best to make the repair process as quick and hassle free as possible.
Thanks,
Andy Hughes
Service Department Manager
Moog Music, Inc.
The best customer service I've ever dealt with.
Not only is the Sub 37 a phenomenal synthesizer, it's backed by hard working, honest, passionate, good people.
High fives for life, Moog.
Re: S37 - Ladder Filter Collapsing!
Posted: Thu Apr 30, 2015 11:07 am
by MoogProg
Well, I'm in the club it seems.
Bummer. Sent for an RMA this morning. At least I can drop-off and pick-up, so I'm not worried. Only a bit perhaps about a possible schedule conflict (not sure yet if I'm even playing), but I could always put off the service a few weeks, I guess.
Control_Voltage wrote: ...and the Cutoff Pot is BY FAR the most fun knob to tweak(admit it, you know its true!) so it stands to reason it will bear the heaviest usage.
Here's the thing, I don't 'tweak' the filter knob unless I'm programming a tone, so mine has seen very little 'wobbling'. Last night I was slowly tuning the resonance for an evolving pad sound and ran across the 'garbling' around 320Hz, unstable but occurring enough to get a recording.
Re: S37 - Ladder Filter Collapsing!
Posted: Thu Apr 30, 2015 1:15 pm
by ChiLam
Ouch! Sorry to hear that Moogprog
It seems like this problem isn't just limited to the early SN's too. I have to admit that this does scare me a little - keeping my fingers crossed here. Hope you get it sorted quickly!
Re: S37 - Ladder Filter Collapsing!
Posted: Thu Apr 30, 2015 2:14 pm
by pedrofloyd
Do someone has information if the problem is connected to a serial number range?
I sent an email to Andy Hughes one week ago but no answer till now.......
Re: S37 - Ladder Filter Collapsing!
Posted: Thu Apr 30, 2015 2:23 pm
by ChiLam
pedrofloyd wrote:Do someone has information if the problem is connected to a serial number range?
I sent an email to Andy Hughes one week ago but no answer till now.......
I'm guessing not since Tyler has this issue and his SN is a mid two-thousand model.
Re: S37 - Ladder Filter Collapsing!
Posted: Thu Apr 30, 2015 3:34 pm
by musicismath
I am still awaiting a reply from Andy via email with regards to the cutoff pot issue.
Re: S37 - Ladder Filter Collapsing!
Posted: Fri May 01, 2015 11:59 am
by Control_Voltage
My apologies guys!!!
I am getting a ton of correspondence of late in regards to recent firmware releases(a bit overwhelmed!), and I will try to reply to your emails as promptly as I can.
Thank you for your patience, and if you need immediate assistance call at 1-(828)-251-0090 ext 221 or ext 217 or ext 204 and any one of my technicians can assist you with setting up the RMA.
Also, you can register your synth on our website and request an RMA after you activate your warranty online here:
http://www.moogmusic.com/content/register-product
Thanks,
Andy Hughes
Service Department Manager
Moog Music, Inc.
Re: S37 - Ladder Filter Collapsing!
Posted: Fri May 01, 2015 2:42 pm
by MoogProg
Control_Voltage wrote:My apologies guys!!!
I am getting a ton of correspondence of late in regards to recent firmware releases(a bit overwhelmed!)...
I say, "Relax!" and congratulate yourselves on getting the Firmware out the door and 'into the wild'. Supposed to be a great weather weekend up here, and maybe this Friday is a good day to just ...
* * *
Edit: Monday morning 10:30 a.m. I brought the Sub37 to the factory. Nick talked to me, described the repair and said he could do it right now, take about 20-mins. So, I walked my dogs around downtown Asheville on a beautiful Spring morning. Came back to a fixed Moog, and it's home now working perfectly. Thanks so much!
Re: S37 - Ladder Filter Collapsing!
Posted: Mon May 11, 2015 3:29 am
by newgreyarea
Hmmmmm. . . . crap. Mine seems to have this too!! DAMMIT!!
Anyone shipped one of these from LA? I'm terrified at how much it's gonna cost. Can it be done locally or does it have to go all the way back to the East Coast? That's gonna suck if it has to go back. . .. . . I don't have the box either. Where do we get boxes? I've never gone box shopping!
Re: S37 - Ladder Filter Collapsing!
Posted: Mon May 11, 2015 7:57 am
by pedrofloyd
Hi newgreyarea,
which is your serial number?
Re: S37 - Ladder Filter Collapsing!
Posted: Mon May 11, 2015 9:39 am
by GregVDS
Please, do contribute to the SN Sub37 thread, so we can collect the maximum of info about it.
GReg
Re: S37 - Ladder Filter Collapsing!
Posted: Mon May 11, 2015 7:03 pm
by newgreyarea
My serial is SBT 00119
Made 07/14
Re: S37 - Ladder Filter Collapsing!
Posted: Thu May 14, 2015 6:34 pm
by newgreyarea
Anyone dealt with this in LA?
Re: S37 - Ladder Filter Collapsing!
Posted: Thu May 14, 2015 7:02 pm
by Asymetrical
I'm outside of Sacramento and I just sent mine back to Asheville. I guess its a matter of switching out the board so It really something I think the factory would be best at. If your patient contact Andy in the tech department an email from him should help with shipping costs, I did but it did take more time. His email is posted on this thread I believe.
Anyway I'm tracking my Sub37 it should make it to the factory tomorrow and be back on its way to me by Monday. They'll update the firmware and all that, I'm stoked.