September 25th, 2012
An important message from Jordan & Brett / Founders of ASTRO Gaming
Dear Astro Customers, We greatly appreciate your patronage and value your feedback. As much as we strive for perfection with our products, we are not always perfect. Unfortunately this is sometimes the nature of the consumer electronics industry, particularly when releasing groundbreaking first generation products. We have found that our A50 Wireless Headset is [...]
Dear Astro Customers,
We greatly appreciate your patronage and value your feedback. As much as we strive for perfection with our products, we are not always perfect. Unfortunately this is sometimes the nature of the consumer electronics industry, particularly when releasing groundbreaking first generation products. We have found that our A50 Wireless Headset is no exception. Although the vast majority of A50 owners report no problems whatsoever, and despite our most rigorous testing, we have discovered a few known issues that MAY (or may not) need to be addressed with your system.
With the awesome help of the ASTRO community and engineers, we’ve been able to find common issues and pinpoint root causes. And as we all know, the A50 being an accessory to a more complex ecosystem; certain models of controllers, vintage consoles and even certain variances in home electrical configurations – any, or all of these variables can cause one or more of the symptoms listed below.
1) Headset: Voice Chat not working on XBOX Live, or the Headset not being recognized by the XBOX Controller.
2) Transmitter: Dolby button turning off and not turning back on, or the Tx not transmitting audio.
3) PS3 *SLIM* only: Transmitter not powering on or losing power when connected to a PS3.
SOLUTIONS: Here are the solutions we can currently offer A50’s with these problems:
UNITED STATES CUSTOMERS: If you are experiencing either items 1) or 2) above, we will pay to ship your product back to us, fix both the Transmitter and the Headset and ship the system back to you – free of charge. Since the fix is extremely easy and takes a small amount of time to complete, we expect to be able to turn these repairs around in about a week from receipt, if not faster.
OUTSIDE THE US CUSTOMERS: If you are experiencing either items 1) or 2) above, we will pay to have your product sent back to a local warehouse and do the same work as above (we have a warehouse in Canada, one in Australia, and another in the UK which will service all of Europe).
IN ALL CASES: Please open up a support case here (https://support.astrogaming.com/new_case) and we’ll be able to quickly get a call-tag issued and get the process started. All product warranties will be automatically extended to mark this repair date as the beginning of the one-year period.
For people experiencing the PS3 Slim Problem #3 above – this is a recently discovered issue and we’re working on a solution as we speak. Once this is resolved we will notify the public immediately. But for those small number of users with this issue, there’s a workaround you can implement with a USB Hub (watch this video to see how http://www.youtube.com/watch?v=hUIbgjnZw6c). Another alternative is to power the Tx from a USB source other than your PS3 Slim – of course voice chat won’t work in that case, but if you don’t need voice chat this option can be a stop-gap fix. In any case, we’re confident we’ll have a fix shortly.
Again, we sincerely apologize for any inconvenience these issues may be causing you and will always do our best to remedy any problems. Thank you for being an ASTRO customer, we truly appreciate your patience and look forward to your continued patronage.
Sincerely, Jordan & Brett / Founders of ASTRO Gaming