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Topic:
Request Media IQ amplifiers
This thread has 17 replies. Displaying posts 1 through 15.
Post 1 made on Wednesday August 1, 2012 at 18:14
chuch jr
Long Time Member
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498
Just got the "shock of the year" when taking to Request Media about an amplifier I pull out of a customer's home today.

About 4 years ago; I assisted another dealer, from out of the area, install a Request Media system at nice home in the Hamptons. Request product gave dealer a lot of issues when 1st installed & he turn customer over to me about 6 months after system was put in because it was costing way too much for him to handle the customer service from 150 miles away. Initial issues included software & firmware bugs that were fixed via updates & remote access. Then a touch screen went bad. Then the IQ amp went bad when the system was a few months old.

When the amp failed we sent it to Request for warranty repair & they were not able to do so because model was being discontinued due to a high rate of failure. They instead sent a newer model to replace it along with more firmware updates to be downloaded off their site. That was when the other dealer walked away & turned customer over to our company.

We have been maintaining this system since with only minor issues to solve. 2 days ago, customer contacted us to state no sound. During the service call, I verified the server was playing & outputting music to the amp but amp had no output. I had an old 12 channel Sonance amp laying around which I installed in place of the IQ amp & was able to get music. Unfortunately it was at full volume because the server controls the level on each channel of the IQ amp (thru an RS232 cable connected between amp & server) but obviously is not able to control the output on my Sonance. I left the Sonance connected w/ a 2 way table top volume control & showed the customer how to at least get audio in the Lvrm & Kitchen. Believing the IQ amp has failed again, I pulled it from the house to bring back to shop for possible local repair or send to Request for repair.

I called Request, talked to customer service & tech support. They helped me verify that issue is definately the amp. Not the server control of the amp.

HERE'S THE REAL KICKER: AMP IS OUT OF WARRANTY & NOT REPAIRABLE BECAUSE CHINESSE MANUFACTURER NO LONGER HAS PARTS AVAILABLE. MUST BUY NEW AMPS TO REPLACE IT @ APROX $3K COMBINED TOTAL; INCL SHIPPING! That's with a discount for being a dealer!! CATCH THIS: Customer's amp is an 8 channel amp. New amps available are only 6 channel. Thus, customer must buy 2 amps along with a data cable that links them, in order to get all 8 channels working again.

Planned obsolesants at its best.

Any one have another solution/idea to get this system working again at alot less money? Can anyone verify if there are any federal laws on the books that require an electronics manufacturer to keep parts & or repairs available for a certain # of years after the product was sold? When I worked at our family's TV repair shop many many years ago, my uncle kept telling us that the manufactures had make parts available to allow for repairs for up to 7 years.
OP | Post 2 made on Saturday August 4, 2012 at 10:29
chuch jr
Long Time Member
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498
No one has any comment on this? I am surprised since this is usually a very vocal group
Post 3 made on Saturday August 4, 2012 at 11:58
ichbinbose
Select Member
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1,617
well, I don't know about laws regaurding parts, etc. but I will say that I sold Request for about 2 yrs and it was a PITA, always having an issue here and there.
I am surprized that they haven't gone the way of Escient
OP | Post 4 made on Saturday August 4, 2012 at 13:30
chuch jr
Long Time Member
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498
I wish I knew what RS 232 commands are being sent from the server to the amp on the com cable.

Been wondering if I could get the RS232 comands that control the volume & source selection in each zone & translate them to something that would control another manufacturer's 8 X 8 multiroom audio unit. Such as a Xantech, Niles or Russound multiroom unit. This is because both Request Server & Amp are controlled by Request touch screen/keypads that are connected to the server.
Post 5 made on Saturday August 4, 2012 at 14:37
senor-232
Long Time Member
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217
So you are looking at $6k to get 8 audio zone outputs up again?!?
You've just convinced me NOT to recommend ReQuest's F3 and movie players for a long term and valued client.
Totally unacceptable that they are taking no responsibility for a supply chain that they should have recognized as limited. They should have ensured they had contigency stock for the viable life of the product. They are not alone in this: the mighty Crestron dropped a huge brick with thier TPMC-10 when the batteries became 'unavailable'. 'Yeah ...... just toss your $4000 tp out ...... we've got something better now.'

Taking a practical view: is it feasible to replace the IQ touchpanels? The servers are very versatile (IP, IR 232) so control from an iPad with suitable app (RTI?) could be an option? Your client ends up with a versatile control system no longer locked into IQ hardware. As you didn't sell them this system directly I guess you need to present this as an opportunity to 'rescue' thier installation.

Good luck.
Thank you for your considered response
OP | Post 6 made on Sunday August 5, 2012 at 12:18
chuch jr
Long Time Member
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498
UPDATE -
Since Server controls multi zone amp> Source switching & Volume by RS232, via IQ touch panels connect to server, we are cking into the possiblity of capturing the RS232 commands coming from the Server and converting them to IR commands that can control another brand multi zone preamp/amp.

Provided the commands are being sent properly from the server, we can accomplish the conversion to IR by using Xantech's RS232IR. We are considering setting up the conversion to Xantech IR codes which will allow us to try into 1 of 2 work arounds:
A] Created IR codes to control a Xantech ZPR68 preamp expanded to 8 zones & connected to the used Sonance 12 channel amp (I loaned them to get 1 zone working) as needed.
B] Created IR codes to control a Xantech MR88 which has source switching, preamp & amp all in one.

We will determine the exact game plan after reaching a few things; such as:
RS 232 codes found on Request web site for Crestron control of Request amp, to be correct; we able to confirm these codes are being sent by server; & prices of Xantech items.

Of course none of this will happen if customer decides anything over a thousand dollars is too much to spend on a 3 - 4 yr old system!
Post 7 made on Sunday August 5, 2012 at 17:54
senor-232
Long Time Member
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OK - good job on what you are doing to get this customer's system back up. I would keep the customer updated on what you are trying to do for them (no tech-speak) and make them fully aware that there will be considerable costs but that you are looking after thier long term interest.

Sad thing is, I really like ReQuest servers but they hung you out on this one.
Thank you for your considered response
Post 8 made on Monday August 6, 2012 at 21:39
brucewayne
Advanced Member
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March 2006
883
This thread is going to give way to a discussion about not using request tomorrow in the office . Thanks
brucewayne
Post 9 made on Wednesday August 8, 2012 at 13:50
GotGame
Super Member
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3,852
Let's go back to the original 12channel amplifier for a moment. one day it was working and another day all 12 channels are dead?

Sounds like an electronic tech could possibly repair the power supply in this amplifier while you create a backup plan.
I would like to know who built it for them.

You can capture the RS-232 codes from a variety of com programs. You can also program a controller from crestron, amx, RTI, URC to see these codes and create new codes to control a different amplifier.
I may be schizophrenic, but at least I have each other.
Post 10 made on Thursday August 9, 2012 at 08:16
bennettavi
Active Member
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We just installed an F3 player integrated with RTI - so far no issues. Sound quality is excellent.
Post 11 made on Thursday August 9, 2012 at 19:23
senor-232
Long Time Member
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On August 9, 2012 at 08:16, bennettavi said...
We just installed an F3 player integrated with RTI - so far no issues. Sound quality is excellent.

Is this just an audio setup or are you using any of the ReQuest MP network client devices? I started a seperate thread about the ReQuest servers recently if you want to offer any more feedback:  [Link: remotecentral.com]
Thanks for your input.
Thank you for your considered response
Post 12 made on Saturday April 5, 2014 at 10:43
Bloxman3575
Lurking Member
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April 2014
1
We have reverse engineered these units and can successfully repair them.
Wizard Electronics, Inc. 1438 Tullie Road, NE; Atlanta, GA 30329 1-800-274-8863
N. C. Harrison
Post 13 made on Sunday February 5, 2017 at 10:38
madmax0202
Junior Member
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February 2017
6
hey there hows it going. I was reading what u wrote..... i have an IQ Request intelligent amplifier. [email protected] give me an email
Post 14 made on Sunday February 5, 2017 at 12:18
ichbinbose
Select Member
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Necromansor
Post 15 made on Sunday February 5, 2017 at 17:51
Ernie Gilman
Yes, That Ernie!
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28,560
On February 5, 2017 at 10:38, madmax0202 said...
hey there hows it going. I was reading what u wrote..... i have an IQ Request intelligent amplifier. [email protected] give me an email

Because you want to sell it?
Because you need it repaired?
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
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