1

I am sorry for the profound language, but Elektron’s customer support simply sucks. I am in NY, and since September I am trying to get in touch with US service center - no luck. They don’t respond to may emails, they don’t have phone number - it is a secret organization? - and when I ask questions from tech support in Sweden, they suggest to check if I am using correct cables.

I have three devices - A4, MD, and OT. Non of them works, and I am about to though them to the garbage.

Anyone interested? You can get this trash for free from me.

Thanks Elektron.

2

I doubt it is a serious offer, but I’ll take a free A4 :slight_smile: .

3

and I’ll take the OT… :slight_smile:
but seriously… this forum is a good place to get help and to get in touch with folks that matter when it comes to problems.
List your machine issues and see where it leads?

4

If you were willing to state in the applicable sections of this forum what the problems are with the three instruments, we might be able to help you out …

5

Dibs on the MD- I’ll even pay shipping.

Though the more constructive approach others suggested might be your best bet.

6

Aha ! Here is the effective customer support ^^

7

That is frustrating. Lots of stories like yours around here. Have you tried the ‘Squeeky Wheel’ approach to getting a response? (Send ten emails and ten phone calls a day until they respond).

I thinks absolutely stupid that a company like electron has such a hard time responding to their customers. We are talking about a premium product after all, and I personally don’t swallow the whole “just be patient while their growing” excuse anymore. I think they just ignore it, because, where else can you get your electron gear serviced?

I’ve stayed away from buying an OT because of the lack of updates, and what looks to be the end of “premium customer support”. Lower prices, or follow through on the brand promise - that’s where I’m at.

8

The most recent update to the OT was 5 weeks ago…

9

Also, rent is too damn high!
And traffic is too slow!!

Argggh, angry!!!

10

reply from elektron was only 3 days for my recent issue
seems pretty good to me

11

reply from elektron was only 3 days for my recent issue
seems pretty good to me

12

Yeah but it posted twice = 6 days.

Still, not bad tho’…

13

People generally only post to complain when it comes to customer support, so the #s are heavily skewed when viewing the reports here. My experience a couple years back was it was too slow, and that seems to have not changed despite a years’ worth of “just wait a few more weeks we’ll get it right lads” from HQ. But there are positive reports here too, so who knows.

I’ve held off on any more Elektron hardware tho until things improve. Either that or I will be damn sure to buy from a retailer who I can deal with directly for warranty (like Sweetwater in the U.S.).