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Technical Service In Distributors

Hello friends!
I write you in chile
in South America!
Question!
What are the policies with the distributors and their technical services?
Is there an internal control of the company in this regard?
In March I received equipment with factory faults and I still do not receive an answer!
an active iQ15 turbo speaker that generated smoke from its woofer on the first day of use
and the Midas M32r. The console was not used because a loose screw sounded inside and a pair of motorized faders had a noise that was not common.
Both the distributor and the technical service do not give a clear and sensible answer!

This is something that has me very upset and disenchanted.