[Rob Willis]

Just an update on Matrox technical support in the UK.

There isn’t any.

I’ve been told by Matrox UK that I have to go back to the Authorized Dealer I purchased the Matrox Mini from to get answers to my technical support. I purchased the device from Siren Technology and when I called them and mentioned this I got the “This is news to us!” response. And considering Siren didn’t even know that composite video could be input by connecting to the (Y) connection of the component input on the box, I don’t have much faith in them being able to answer anything remotely technical. Such as why my playback is full of jaggies when captured and played back through the Matrox via FCP. The guy at Siren had never even used Final Cut!

In fairness to Matrox in Canada, someone tried to call me from there yesterday but I wasn’t in. I assume they got my number when I registered the product so I give them full marks for trying to assist me just by reading my post on Creative Cow! That’s the kind of customer service you never find anywhere these days. Certainly NEVER in the UK.

I feel sorry for Matrox in so far as they are trying to sell an excellent product and having to deal with the general confusion and hapless incompetence of your average British retailer. It’s an epidemic in the UK when it comes to poor customer service. There’s only ever one person in the entire company who knows the answer to your question and he’s always on holiday or at lunch.

I don’t enjoy being bounced back and forth between Manufacturer and Authorized dealer each blaming the other. They should pick up the phone and fight it out between each other, not put customers in the middle.

Anyway, I got the number for Matrox Canada 001 514 822 6030, and I’m going to cut out the middle man and give them a call myself.

[Rob Willis]

Thanks Shane, I finally found this out by accident. It’s jut a shame that there is no real help from Matrox in the UK on how to set-up the equipment for capturing as I’m a relative novice. The on-line manual is absolutely god awful.

However, I’m progressing slowly. After much experimenting with the capture settings in FCP, the Matrox has captured the Hi-Band SP without any shake or banding, but I’m getting really bad jaggies throughout the video and it also looks progressive when captured rather than interlaced. I think this is all down to the settings in FCP Studio 3.

I can’t for the life of me find anything on-line that tells me what the vertical and horizontal resolution should be used for capturing Hi-Band SP and with no Matrox technical support I am totally shooting in the dark. I will persist. Thnks to all for your help so far it is greatly appreciated.

[Rob Willis]

Thanks for that. The VO9800 was the deck I was originally after, and looks like I opted for a lemon instead.

Speaking of lemons, the Matrox MX02 mini is so far proving to be exactly that. I got the machine yesterday and found to my horror that there is no input for a BNC or a single phono video connector. It’s all 3 lead component!!! So how can I possibly connect to it?

Worst still, there was no documentation in the box, it’s all on-line. I had to upgrade all the software first as well as install new firmware into the machine, which wouldn’t respond. After much tinkering around I switched the matrox machine off and on again before it worked.

Matrox help is a joke. I have tried calling the Matrox company many times here in the UK. All I get are voicemail boxes. Not even a hint of who owns the mailbox. Very unprofessional.

So I called the main switchboard, made my selection and rather than connect me to the right department it just gave me a USA freephone number to ring! You can’t call American freephone numbers from the UK.

Looks like the Matrox will have to go back as it’s useless for capturing from a bnc or single rca/phono socket, which even my £30 Formac can do.

[Rob Willis]

I think it does have a built in TBC, but I remember about 15 years back it was always popular to put the output through a digitizer to steady the signal. I’m wondering if this would be the case now.

I’ve ordered the Matrox MXO2 Mini which will be delivered on Monday, so I’m hoping this will create a significant improvement in capture quality over the Formac…

But I’m starting to feel like I’m going to need something to tidy the video output up a bit. Is there a modern piece of kit I could buy that would do the job? Or is the Matrox MXO2 Mini all I need. After all, the video appears perfectly stable and well on my HD Bravia screen.

[Rob Willis]

I don’t have a scope I’m afraid so I can’t check the levels.

But the output from the U-Matic into a monitor looks great. The same output into the Formac is just nasty.

I don’t have a TBC but I’d be happy to buy a used one if you could give me a recommendation on what I should go for.

Also, I’m looking at the Matrox MXO2 Mini so thanks for that. I’m capturing to a Macbook Pro so a capture card won’t do. Question is, if I opt for the Matrox box, am I still going to need a TBC?