Enttec splitters

Does anyone have any real world experience with Enttec splitters?

They work. Wouldn't put one on tour but if its just gonna sit in a theatre then yeah they're a great bargain. Cheap enough where if I was only doing electrics work I'd have one in my kit.

Mine works fine. (D-split) Casing is metal, connectors are mounted well enough. Having 2 3pin and 2 5pin is handy. Gets warm but that could be because of where we put it.

2.5 years (but it only spends ~6 weeks a year being used 24/7) with no troubles at all (4x - 5pin d-split model). Know a few other guys that have them, no problems there either. Price is great. With a nod to Greenia, I actually did buy it when I was doing more electrics, and it's a nice tool to have in your pocket. I've traveled with it a few times and while the unit is pretty robust, I wouldn't send it out on with a rental or tour.

I use one, works fine.

My only complaint is that one of the XLR connectors got stuck in it, and can't be removed now. I'm not sure if it's because someone jammed it in there or if it's actually the d-split's fault.

Thanks. We're all one-off type stuff and I don't rent out to other people. I'm not crazy about having a 5-pin input, since 95% of my fixtures and controllers are all 3-pin. I wonder if they can be ordered with all 3-pin.

I've put in several in permanent installations over the last few years. All working without problems.

len said:

Thanks. We're all one-off type stuff and I don't rent out to other people. I'm not crazy about having a 5-pin input, since 95% of my fixtures and controllers are all 3-pin. I wonder if they can be ordered with all 3-pin.

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That's certainly nothing a 3 pin male to 5 pin female adapter couldn't fix.


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I've been using the D-splits pretty consistently for more than 3 years, and haven't exactly treated them well.. no issues so far. One even got rained on before our roof got replaced and it's still going strong...

Installed D-Splits in a couple of smaller theaters- still going strong. Great Value. Wouldn't hurt to contact them regarding 3 pin input- they are, in my experience, a company you can call and ask a question of and get an honest response. Also small but big enough a custom job may not be completely out of order.

no problem with mine had it for about 4 years.

I just got one and I'm not happy with enttec or full compass (I bought it from them.) It arrived broken from the factory. The box was in perfect condition, yet the device itself was broken. It appears a screw was tightened to much and they broke the plastic cover. Full Compass wouldn't do anything for me until I talked to enttec and got an RMA number from them. The guy from full compass admitted it was stupid but enttec required it before they could accept the return. So I called enttec and they couldn't give me an RMA number over the phone, I had to email them to get one. That's just stupid. I get an email today from them that just says they are out of that part and are going to ask the factory to get them more soon. Didn't ask for an address to send the replacement, or even that they would be sending me one. What do they really expect me to do at this point? Wait around and hope they remember to contact me again when they get more parts? It shouldn't be hard to get parts for something they are still selling, it's not like this is a discontinued item. For that matter I feel like I should have been offered a replacement splitter. And now I'm wondering if I really even want to keep it if their quality control is so bad that they let obviously broken hardware leave the factory.

techieman33 said:

I just got one and I'm not happy with enttec or full compass (I bought it from them.) It arrived broken from the factory. The box was in perfect condition, yet the device itself was broken. It appears a screw was tightened to much and they broke the plastic cover. Full Compass wouldn't do anything for me until I talked to enttec and got an RMA number from them. The guy from full compass admitted it was stupid but enttec required it before they could accept the return. So I called enttec and they couldn't give me an RMA number over the phone, I had to email them to get one. That's just stupid. I get an email today from them that just says they are out of that part and are going to ask the factory to get them more soon. Didn't ask for an address to send the replacement, or even that they would be sending me one. What do they really expect me to do at this point? Wait around and hope they remember to contact me again when they get more parts? It shouldn't be hard to get parts for something they are still selling, it's not like this is a discontinued item. For that matter I feel like I should have been offered a replacement splitter. And now I'm wondering if I really even want to keep it if their quality control is so bad that they let obviously broken hardware leave the factory.

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I would call Enntec again. I had a bad experience with a computer vendor. So I hung up and called back. Got someone different and they were able to fix the problem right away. Sometimes you just get a bad rep.

If you do call them, you might mention the discussion here, and suggest that they are welcome to join and post a response.

I'm done with Enttec, I got another reply today and their rep was more concerned about defending that there was no way it could have left the factory like that and it had to have been dropped by the shipper. And that it will still work so it's not really a big deal that the case arrived broken. I could believe that if the box showed any signs of damage at all, but both the shipping box and the enttec box arrived in perfect condition. They seem more concerned with denying that something got through quality control than making their customer happy. And with this coming from the North American Sales Manger I doubt I'll hear any different from anyone else at the company. I'm just glad I ordered it for myself and don't have to explain to a client that they'll maybe get the part to fix it sometime, but who knows when it might actually show up.

Heard back from full compass today and they're going to let me return it and deal with enttec themselves.

Who was your salesperson at Full Compass?
I have been dealing with them for many, many years and have NEVER had an issue returning anything that was damaged or defective as long as it was within 30 days. After 30 days, I had to deal with the manufacturer and even then, They assisted.
I am very happy with my splitter and my service from Full Compass.

Jbum123 said:

Who was your salesperson at Full Compass?
I have been dealing with them for many, many years and have NEVER had an issue returning anything that was damaged or defective as long as it was within 30 days. After 30 days, I had to deal with the manufacturer and even then, They assisted.
I am very happy with my splitter and my service from Full Compass.

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I talked with Jeff at Full Compass. I didn't have any problems with them. From what I understand Enttec wants to talk to the customer before they allow returns to make sure it's a problem with the device, not operator error. I image it's mostly problems with things like the ODE as they can be hard to setup and get working properly. Enttec left me in limbo waiting for a part that I felt I shouldn't have to wait for. If I had broken it myself then sure waiting for a part would be ok. I felt that since it came damaged from the factory then it should be fixed in a timely manner, not maybe you'll get a part sometime in the future. After getting that from Enttec I called Full Compass back and they apologized for the poor service from Enttec (which by the way Enttec never once apologized for the problems) and offered to exchange it, or let me return it. I elected to return it since I didn't want to have to deal with Enttec again if I had problems in the future.

techieman33 said:

I just got one and I'm not happy with enttec or full compass (I bought it from them.) It arrived broken from the factory. The box was in perfect condition, yet the device itself was broken. It appears a screw was tightened to much and they broke the plastic cover. Full Compass wouldn't do anything for me until I talked to enttec and got an RMA number from them. The guy from full compass admitted it was stupid but enttec required it before they could accept the return. So I called enttec and they couldn't give me an RMA number over the phone, I had to email them to get one. That's just stupid. I get an email today from them that just says they are out of that part and are going to ask the factory to get them more soon. Didn't ask for an address to send the replacement, or even that they would be sending me one. What do they really expect me to do at this point? Wait around and hope they remember to contact me again when they get more parts? It shouldn't be hard to get parts for something they are still selling, it's not like this is a discontinued item. For that matter I feel like I should have been offered a replacement splitter. And now I'm wondering if I really even want to keep it if their quality control is so bad that they let obviously broken hardware leave the factory.

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I mean, I'd probably this is a "get over it" sort of situation. You paid a third (a quarter?) of what a Doug Fleenor splitter would be and this is just cosmetic. But, it sounds like you've gotten it taken care of, so that's good. But I wouldn't disregard a company that everyone else has good things to say about, over one incident like this.

Let me first say that we regret causing techieman33 to feel as though his problem was not going to be resolved satisfactorily. It has been recorded in our system and steps have been taken to rectify it completely. If it appeared otherwise for a time, that is perhaps due to our poor communication and not because we purposefully would abandon a customer in their time of true need.

Towards the goal of getting this resolved, the following steps have been taken.

• The plastic end caps which were not in stock in the USA, have been ordered from the factory. We don't have a firm ETA on them yet but should know more early next week.
  
• We asked the customer for his mailing address had planned to ship him the plastic cut-out at our expense when the item arrives in the USA. (In light of things read here, that may need to be revisited now.)
  
• Our factory has been made aware of the problem so that they can double-check all manufacturing and QC procedures. If there are any loose ends that can be tied up to prevent this recurring, they will do so.

Nobody at ENTTEC is disputing the historical record here, but there is a significant gap between the interpretation of these events presented above and our own.

The customer's first contact with the ENTTEC team was with a customer service person, not a technical support team member, and she was absolutely correct that before an RMA can be issued someone from our technical side needs to look at the relevant details of the case and assess how best to remedy the problem.

Full Compass correctly referenced ENTTEC's policy to avoid promising their customers a brand new unit without some communication between our various entities beforehand. This stops the practice of treating a software problem or driver conflict with the issuance of brand new hardware that won't behave any differently until the root problem is solved. It's a very useful policy, but perhaps there will be
times when it is too constraining to cover every situation equally well.

It's completely true that after hearing what the problem was, we suggested to the customer that we would prefer to send a replacement piece of plastic, instead of exchanging the entire unit. What hasn't been examined is our motivation for that determination. I made a judgment call which was meant to give techieman33 the best experience possible, given what I knew the underlying facts to be.

Since the plastic end-cap is in no way related to the functionality of a DMX splitter, a crack should not prevent him from using the device while we resolve the issue. Sending it here to be fixed (or replaced
if we can't solve the problem on the bench) would entail probably a week or more of back and forth transportation, during which time the splitter is not in hand to use. Sending him the part means he can
fix it (with a Phillips screw driver and about 4 minutes of time).

Even if the policy were a little different regarding what is a replacement and what is a repair, returning the unit and getting a new one from us might have still taken longer than the plan ENTTEC is pursuing, since we have been periodically backordered on this product due to high demand for the D-SPLIT lately.

ENTTEC remains committed to providing a quality product at a fair price, and to that end will attempt to do the right thing whenever a product doesn't live up to expectations. Defining how best to achieve that is sometimes a subjective task, but nobody is more in the customer's corner than I am.

Respectfully,
Jeremy Kumin
US Sales Manager
Enttec Americas, LLC