Is it only me or is there a general problem. For all my carefully filled support requests (I have attached all and everything what was requested), and in the meanwhile I filled around 5 I never got an answer. The only thing I ever got is an email asking me to fill a survey if I was happy with the result. Of course I was not.
Also after the introduction of LC6000 last year in spring there is until now no way to select it in the product selection dropdown.
On the other side for support requests related to Akai products (as well inMusic support) I always got a friendly answer after some days.
Consider there is an issue with form submission and they are getting never notified on support requests.
If itās hardware related, Iāve always found that itās easier/quicker to get a response by simply calling rather than wait on email support. If itās software related, youāre pretty much S.O.Lā¦itās gonnaā be a while.
Hi @Aquadics - Sorry to hear of this. Iāve raised this internally to see what may be happening. Which support channel did you submit your message to, Denon DJ or Engine DJ?
In the meantime, Iāll be happy to help with your inquiry.
The LC6000 operates on USB bus power, however the USB bus you are connected to dictates how much power is supplied to the LC6000. This is why we include a power supply, to ensure the unit always has sufficient power to drive all the controls and LEDās.
I @JWiLL thanks for your reply. The issue I filled (it was on Denon DJ website not Engine) was not about the dimmed buttons from the LC6000. It was about getting some additional documentation describing MIDI Sysex messages. I could only find information about MIDI controller messages on the website but are interested on the other messages two. In detail its about the message to bring the cover art on the display. The rest I already figured out. The same I was requesting for SC6000 but in this case more on Controller Mode.
Concerning LC6000 the first I did was to connect it to the provider power supply but this did not bring any change. I already mentioned why for me it is more difficult to determine the state of the Sync, Master and Key buttons. As I said the font is much larger compared to the buttons on SC6000 which of corse requires more light to make it more bright. Of course it would be great if this could be fixed with an firmware update since there are more user complaining about it.
Hi @Aquadics thank you for the additional information.
The MIDI specification is the only technical document available to the public. SysEx and SDK documentation for controller mode are reserved for our third-party developer partners.
Weāll keep your feedback in mind regarding the SC6000 LEDs. Itās worth noting that the Sync and Sync Lead (previously Master) status are also shown on the touchscreen for additional visual feedback.
I can understand that regarding media players and sdk but the lc6000 is just a controller. Couldnāt the sysx docs for the lc6000 be reconsidered for public use?
How to become a third-party developer partners. I am a professional macOS developer with a company since over 10 years. How would I apply ? I am working on a software which is mediating between TRAKTOR Pro and LC6000. Only the cover part is missing. There could be much more LC6000 units sold with additional software support.
Also as @Wyley1 said, the LC6000 is sold as a āMIDIā controller intended to be used with any MIDI Software ( I assume thatās why we can download the MIDI documentation ). I see it some kind of limited if we are not getting the complete MIDI documentation and only a part of it. What is so secret on the MIDI Sysex format ?
This is not how we āembrace the futureā.
From an open minded and modern thinking company I would expect open standards and open documentation. Consider if Apple would limit the usage of iOS SDK to a small group of developer and would keep the documentation secret. They would not be in any way so successful as they are.
Regarding support, I do have the same experience. When I first got my Denonās, about a year ago, I tried to update them to the latest firmware, but somehow that didnāt went smooth. I immediately contacted support for this, but never received an answer.
In the end, after a few retries everything updated fine. But as a new owner getting no reply from support at all leaves you with a bad feelingā¦
Thatās a big contrast to Pioneer, where I asked for support on Rekordbox not importing some tracks in my collection, and recieved answer from Lennert Wolfs. After about 15 mails, with really short response times (except for the time he needed to ask for help himself, it proved to be a really technical thing) my problem was resolved. And I am not even owning any Pioneer products!
Iām glad someone brought this topic up. I contacted support for assistance regarding a networking issue I was having with my units shortly after purchasing my second unit. I never received a response (still have emails). Iām probably out of the warranty time and still intermittently have the issue. I just use 2 drives, but miss out on the tech that networking offers. I can still use the help!
You are right, my experience is the same but in some way it is different.
NI/Traktor: You get really a fast reply but the answers are absolutely unqualified and itās obvious that the company is not caring on more āprofessionalā user.
Akai/inMusic: With Akai I had a good experience (but not perfect) I always got an answer after 5/6 days. They really care on there customer and try to help you.
Denon DJ/inMusic: I never ever got an answer on my questions form the support. Support form on website does not contain the actual products. The only emails I ever got is the survey to ask you if you where satisfied. Some of my inquiries where answers from the friendly Denon guys in the forum. But it was not at all what I would have expected as the answer
AiAiAi: This is my number 1. It takes them only 1/2 days and the answers are really helpful and friendly.
ROLI: Absolute worst you can get related to waiting times. Its the only company I had to send my hardware for an exchange. I opened the case at the beginning of last year, finally was able to send them my hardware in September and are still waiting on a return. They promised me now 3 times that I will get the tracking number in 5 to 7 days but nothing so far. Yes I know that Roli is insolvent but as far I know they are reforming the company and expressed that they are still offering support for existing customer.
EDIT:
Just today I got an answer and the confirmation that the replacement will arrive soon. To compensate for the long waiting they also offered me a free update of their flagship synth software. The products form ROLI are really great and I can recommend them without any doubt. Especially the software concept for the hardware is the best and most flexible you could ever get. Hopefully they will get back to business because this guys deserve it. Maybe they could get an inMusic brand
My main interest in contacting the support is to request additional documentation or to provide feedback on software issues which are not working for me. I am really wondering what would happen if I would have a hardware defect with the other brands. I think in this case its always the better solution to contact your store to see what they can do for you. Most of my musical gear is bought at Thomann and I buy with them since over 30 years
Denon has by far the worst support Iāve encountered.
Rang them yesterday looking for help because the latest firmware has disabled mine and other peoples crossfader and all I got was denial of existence. The support were more keen on charging me for repairs that I have now 100% confirmed being a firmware issue.
Updates that brought more bugs than fixes. And I donā give a ā ā ā ā of what comes with pio, serato or traktor. I bought a Denon, and what interests me is not what other people are doing. This is the support for the brand of the device I have. The fact that other brands do this or that is by no means an excuse. There are customers on this forum who posted issues over a year ago, and still no response.
Hey @JustMe Sorry to hear this wasnāt resolved properly. If youād like for me to follow up with a technical support agent, Iād be happy to. Completely understand the frustration. Feel free to DM if you have any questions you still need answered.
It isnāt support that I need now. I have figured out the problem.
The problem now is, I am left with a Prime 2 with a crossfader that doesnāt work properly with the thru buttons and I canāt use firmware above v2.0.2 because it disables my crossfader but your staff did not want to listen and just denied it ever being a firmware issue. Shipping my Unit to Germany isnāt an option for me as it would cost me Ā£200 before any repair cost.
