Arcam and Software Upgrades

[Nabs]

Just a request for Arcam.

Please put a section on your website where one can download software updates and simple to follow instructions. I have upgraded my own in the past and it is not very difficult. I am in the position where the retailer I purchased my Arcam from no-longer stocks Arcam products and hence are unable to provide upgrades. I can look around I suppose for others however it is a hastle and that is if they are willing to do so if I did not buy my receiver from them. You can put a warning that upgrades are at an individuals own risk.

Just another note for future products; it may be useful to have the facility to use a network so that one can link their reciever, player etc to a remote pc or even online in the house and then can remotely upgrade the software. It is not fun unplugging one's system to simply make a small upgrade to the software.

[Crustyloafer]

Is there a particular update you are after? If so let me know and I can send it to you.

I am not going to get into a discussion about why Arcam will not make these downloads available for the public, but I can say that I am happy with the situation at the moment. I much prefer the dealers only having access to them as in the hands of the public it would most likely cause more problems than it would solve by pleasing the small minority of people on here who are fully competent to carry out all of the update procedures.

As a dealer myself, I know exactly where all the customers would come if they screwed up the update, me the dealer, and then expect me to sort it out.

[Nabs]

Crusty,

Thanks I am fine for now, short of only the last upgrade as you kindly sent me the rest before. Just reading the threads and saw all the wish lists and thought would add my two pennies worth. However I may need to bother you again sometime in the future esp if your upgrade wish came to light. I especially like the wish for other channels to be biamped!.

[Dankeech]

I'd have to agree with Crusty on not a good idea for Joe public to update their own software. A retailer will have dony many and for them the process will be known back to front.

Some of the public may not carry out the process as it should be done and there's less chance of that happening with an Arcam retailer who has full manufacturer support and knowledge.

It may also appear daunting to people looking at arcam website if there's a downloads section which may hint at their products requiring 'maintenance' or tech knowledge.

Dan.

[Crustyloafer]

Yes, I think that what the people who are able to do this themselves forget is that they are still in the minority with reagrds to their ability to carry these procedures out properly. The Arcam Drive firmware update, if not carried out correctly results in a completely dead drive unit. The replacemet price for these works out at £230 inc VAT, tell me the customers would be happy about that if they screwed it up.

[Nabs]

Maybe true but leaving it online gives one the choice. If such could be networked in future products surely it would not take major changes to have an automatic update facility - that could remove the headache from retailers and customers alike.

[Crustyloafer]

Originally Posted by Nabs

Maybe true but leaving it online gives one the choice.

I would look at it a different way, leaving it online leaves temptation. Just because you are competent to do it does not mean most people are. On top of that most people who aren't will probably still give it a go anyway, with quite often nasty results. Again it wil be either myself the dealer or Arcam who ends up picking up the pieces. There would be many instances of the customer blaming Arcam for making it available for download in the first place and Arcam and myself are far happier keeping our potential liability to a minimum.

Of course if you have a good relationship with your dealer then I'm sure that they would be happy to supply you the firmware direct as I have done in the past.

[scott brown]

my local dealer still refuses to upgrade my av8 because I didn't buy it from him

[Dankeech]

Originally Posted by scott brown

my local dealer still refuses to upgrade my av8 because I didn't buy it from him

I can kind of understand it as your local retailer (who you didn't buy from) would be doing this at their own expense as they didn't have the profit margin from the sale.

Will they do they upgrade for a small charge perhaps?

Dan.

[scott brown]

Originally Posted by Dankeech

I can kind of understand it as your local retailer (who you didn't buy from) would be doing this at their own expense as they didn't have the profit margin from the sale.

Will they do they upgrade for a small charge perhaps?

Dan.

but by denying me, they're guaranteeing that i *won't* buy from them in the future

i didn't ask if they'd do it for a fee since they pretty much laughed at me when i asked about the software upgrade to begin with

[webhammer]

I would think that Arcam would be interested in knowing about a dealer who refused to perform a service as simple as upgrading an AV8. This upgrade requires 1. A computer with the AV8 5.0 upgrade app. 2. A null modem cable 3. A sharp, pointy object to hold in a small button on the back of the AV8 while at the same time pushing in the power button. 4. Clicking on the start program button in the app. To me, as a former retailer myself, it is very shortsighted to jeopardize a very possible, mutually beneficial relationship with a consumer who obviously appreciates the very best.

Originally Posted by scott brown

but by denying me, they're guaranteeing that i *won't* buy from them in the future

i didn't ask if they'd do it for a fee since they pretty much laughed at me when i asked about the software upgrade to begin with

[Dankeech]

Originally Posted by scott brown

but by denying me, they're guaranteeing that i *won't* buy from them in the future

i didn't ask if they'd do it for a fee since they pretty much laughed at me when i asked about the software upgrade to begin with

Fair enough, I'd say if that's your opening experience with the retailer, then probably best off not doing business with them I'll agree on that.

No dealer should make you feel uncomfortable. In fact a good dealer should make you feel far from it, no matter what the query or knowledge you have.

Dan.

[scott brown]

i guess i'll see if my father's old thinkpad still has a serial port and try it myself. can anyone supply me with the app/software needed?

my av8 was bought in jan, 2005 and is still on version 3.something

[mosez]

Originally Posted by webhammer

I would think that Arcam would be interested in knowing about a dealer who refused to perform a service as simple as upgrading an AV8. This upgrade requires 1. A computer with the AV8 5.0 upgrade app. 2. A null modem cable 3. A sharp, pointy object to hold in a small button on the back of the AV8 while at the same time pushing in the power button. 4. Clicking on the start program button in the app. To me, as a former retailer myself, it is very shortsighted to jeopardize a very possible, mutually beneficial relationship with a consumer who obviously appreciates the very best.

Webhammer, can you indeed confirm that a serial null modem cable (cross-wired) is required to do the update, and not a serial straight thru cable? Thanks in advance for your response.

EDIT: I think I just found the answer myself. It should be a serial null modem cable, so cross-wired.

[Crustyloafer]

Originally Posted by mosez

Webhammer, can you indeed confirm that a serial null modem cable (cross-wired) is required to do the update, and not a serial straight thru cable? Thanks in advance for your response.

EDIT: I think I just found the answer myself. It should be a serial null modem cable, so cross-wired.

Yes, it is definitely a "Null Modem Cable" that is required.