RME Support wrote:There really is no easy way to do this under normal circumstances. Connecting a FW400 plug the wrong way takes more force than I would ever use on a computer connection. The only explanation I would have for this is a bent FW port.
This was actually very easy and it seems to me it has to do with the build quality of your interface in particular. Here's a close up of that Firewire 400 port component you've used for your production …
… here you can see that this specific metal housing is very light and even has an interruption which allows bending that port like gum. When you look at other devices from other manufacturers then you often find a non-interrupted port housing with a specific surrounding that matches the exact form.
But when going to plug and unplug a FW400 cable on your device a few times under real-usage circumstances it may can simply happen to put in the plug the wrong way around. For example: From the angle this photo is taken …
… there is no visual indication which way around your specific Firewire port model's housing is meant to be used. This is potential misleading by default. There is no visualization and the cut-out is even rectangular and does not match the Firewire port shape itself which causes potential accidents even more.
But in case of your production I assume this was one of the cheapest asian-manufacturers component model available (and cutting that countersink in a rectangular shape might seemed cheaper as well) so you got with this manufacturer's solution. The same btw for the remote port/MIDI port, as you definitely will know yourself, it's completely wiggly and unbelievable unsolid – when having plugged in my remote or the MIDI breakout cable it almost falls of by its own. How can this even pass any preproduction quality control? Also the ADAT port's flap just broke after plugging in the cable for the first time or so (see image). And also, what's wrong with that screen printing which just wears of after 3 years, how can I have paid so much money for such weak quality? This is just a nightmare and a pure disappointment for me. I paid over USD 1400 plus another USD 200 for your advanced remote (which btw sadly can not be used as a MIDI jog wheel!? how could you've forgotten about implementing/upgrading that?) and initially I was very happy with my purchase, but you asking for another USD 600 to simply repair this wreck of a gear is insane!
RME Support wrote:That would indicate that the entire mainboard is damaged and needs to be replaced. A certain amount of this will also be labour and shipping.
But even though you assumingly would have to replace all hardware plugs this still shouldn't cost that much, in terms of a fair price policy and in your interests to keep your fanbase. I almost can buy another used, good conditional device on the internet for that USD 600 you were asking for here on the other hand …
I am also getting tired of writing here so much, in case you can help me any further with this, then please just tell me how. I already tried reaching your telephone support but you were out of office.
MacBook Pro Mid 2012 i7 @ 2,3 GHz 16 GB @ SSD's | RME FireFace UCX
Vienna, AUSTRIA