Dear Guys,
In the spirit of providing a service to this community I wanted to clear up a few misconceptions about the X32 and our company in general that have been discussed on this forum.
The X32 is a very modern platform that has been engineered around the best and latest components. We’re using some of the best Analog Device DSP’s and Cirrus Logic AD/DA converters as well as Mabuchi motors which you also find in Penny & Giles faders.
We Build Our Products in Our Own Factory
The X32 is made by us, in our factory, using parts that we purchase directly from the component manufacturers. Now the difference between building it ourselves and having it made by a third party contract manufacturer may seem trivial to some, but let me assure you that the reality is much different. When we build a product we control quality and we control cost; and those two factors constitute real, tangible value.
I cannot speak for any of our competitors but somehow I think they would all like to enjoy the benefits of manufacturing their own products. When we build an X32 we put it through hundreds of tests before it ships. We test the parts as they come in the door, we test the subassemblies, we test the assembled units and we keep meticulous logs of every circuit board and how it fared through testing. We would never consider putting such critical tests in the hands of others, no matter who the contract manufacturer may be.
3-Year Warranty Program
When you purchase and register your X32 (or any other BEHRINGER product) you participate in a full 3-Year Warranty Program and we will stand behind you and your X32. Not only are we here to support you in the event of an issue, but as you can see our Care and Product Specialist teams have been proactively engaging users on forums, Facebook, Twitter and everywhere else that you communicate, to make your experience truly exceptional.
We Have Invested in CARE Centers in the US and UK
We have invested in two highly sophisticated CARE centers in Las Vegas and Kidderminster, UK which serve as service centers and spare part depots. If you find time, we would like to invite you and we will be more than happy to show you around our facilities. We have learned from our previous experiences and made Service and Spare Parts a core focus. While we are not perfect, I hope you have seen over the past months that we have made great progress and we are determined to offer the very best customer support in the industry. Check out more details on our CARE centers here:
MUSIC Group Aims for Best in Class CARE Operations - Behringer News
Why Some “Defects” are Not Defects
With the X32 we put unprecedented value and functionality into the hands of customers which often come from the analog world. While the mixer has a very intuitive workflow and quick learning curve, it is expected that there is some learning required, especially as we offer the functionality of high-end digital consoles for a fraction of our competitors’ prices. As a consequence, we sometimes receive defect reports that are traced to user errors and simple misunderstandings, while the console is in perfect condition. Upon explanation, the issue is quickly resolved, but in reality the unit was never defective.
We have also received a few consoles where customers complain about defective faders or broken pot knobs. On inspection we have found liquid that was spilled into the faders, broken encoders where the shafts have been sheared off and other damage that is clearly caused by improper handling, impact and that age-old issue of spilled drinks in the bar. Of course such defects are not caused by us as a manufacturer.
How Do We Test Our Products?
This brings us to the central element here – how do we test the units at the factory to ensure they leave in perfect condition? Coincidentally, we have been working on a video that follows the whole manufacturing process behind the X32 so that users can see how their consoles are made. It is fascinating to watch the whole process, as this is the most advanced and thoroughly-tested product we have ever made under the BEHRINGER brand.
Not surprisingly, the very same manufacturing equipment, processes and quality assurance methods as used on MIDAS products are also applied to the X32. In fact some of our most senior MIDAS UK engineers have relocated to our factory in order to best supervise the build and test processes not only of MIDAS consoles but the X32 as well. The team doesn’t get much more experienced or capable than this and I am extremely proud of their work. I have posted a clip from the QA process here:
X32 Production Testing - YouTube
What you don’t see in this video is the work that takes place before final assembly testing. Each component that goes into an X32 is tested; not just samples, but each and every component. Sub-assemblies are tested through In-Circuit Testers and the results measured, with only those that pass all tests finding their way into the console.
We invest several hours in the testing of every X32 long before it gets to the stage shown in the video clip. But even at that point we invest the time to check every input, every output, every control and every switch. We measure noise, THD, frequency response and every other parameter supported by our highly sophisticated Audio Precision test stations.
Why Testing is Much More Economic Than Repair
It is critical to understand that anything is less costly than returning a unit for repair. Returning, repairing or exchanging a unit is ALWAYS more expensive than avoiding problems from the start.
It is common knowledge in manufacturing that the higher your production volume gets, the more the risk increases as one single component defect can cause tremendous damage. You see this in the car industry where recalls often affect millions of cars.
It is also a myth to believe that alleged usage of sub-par components and skipping of testing would be a cost saving. In fact it is exactly the opposite.
Any defect in the field is more expensive than preventing it from the start and hence our huge investment in people, high-end production equipment and quality control.
Why the X32 Has Become the Most Successful Digital Console on the Market
We brought the X32 to market at a price that is not only attractive to users, but a real threat to competitors. We are able to set this price because of our extreme vertical integration, the fact we buy parts for, in some cases, over 70% less than our competitors and the fact that we own the factory and don’t pay profits to contract manufacturers. So, how much would the X32 have cost if it were made by another brand – perhaps $10,000?
We believe the X32 brings massive value to the end user/consumer. The X32 product range has grown to an entire audio ecosystem of expanding and interchangeable products including X32, X32 Compact, X32 Producer, X32 Rack, X32 Core, S16 and P16. All products work together seamlessly via AES50 and ULTRANET using standard CAT5 wire.
When we launched the X32 we made a commitment to evolve the platform with software, feature and hardware enhancements. We also made a commitment to offer software updates and new features at no cost to existing owners of X32. In the 12 months since launch this commitment has seen us launch several new software applications such as the full-featured X32-Mix for iPad, X32-Q for iPhone and iPod Touch and X32-Edit for PC, Mac and Linux. There many more enhancements coming, and with the X32’s processing power and internal architecture you’ll see that this is an ever-evolving product.
Thank You.
At the NAMM 2013 show where we were humbled once again with recognition from the industry for our many new products and especially the X32.
Among the many accolades we were awarded the coveted*Reader’s Choice Award by ProSoundWeb.com, recognized as a finalist for a TEC Award and even received the “Best in Show” Award from Pro Sound News and Pro Audio Review for the new X32 Series. At the ProSound + Sound show were were awarded the prestigious MIPA award for the X32 in the Best Live Mixing Board category.
X32 Wins Prestigious MIPA Award! - Behringer News
What we are most proud of however is the many, many stories we heard from dealers and users of how much they love the X32.
We feel that the X32 is the ultimate expression of the very principle on which Uli Behringer founded our company 24 years ago; to deliver the very best product at the lowest possible cost.
In our Company we have a lot of respect for the engineers and product specialists that create products for all our MUSIC Group brands. Ours is camaraderie of like-minded people who alternate places with the hot product of the day and generally admire each other’s work even as we compete in the marketplace. I appreciate that each brand and product model can have a following, and people can see the benefits of those products as they fit their own particular application.
The X32 is already shaking the industry to its core within the shortest period of time, the X32 has become the best-selling digital console in the industry; and the trend is even going upwards.
Most important, rest assured that when you buy an X32 we will ensure that it becomes a great experience and we will stand behind you. Always.
Best Regards,
Joe Sanborn
Manager, Product Support
MUSIC Group
BEHRINGER
