Customer Support Sucks

drysabre · 2014-12-17T21:09:14.000Z

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.

Accent · 2014-12-17T21:11:39.000Z

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

jasl · 2014-12-17T21:22:22.000Z

and I’ll take the OT…
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?

PeterHanes · 2014-12-17T21:26:44.000Z

""drysabre"":

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.

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 …

Zymos · 2014-12-17T21:36:24.000Z

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

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

LyingDalai · 2014-12-17T21:43:54.000Z

Aha ! Here is the effective customer support ^^

FreeFall · 2014-12-17T22:31:02.000Z

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.

Zymos · 2014-12-17T22:47:02.000Z

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

ehrek · 2014-12-17T23:08:52.000Z

""drysabre"":

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.

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

Argggh, angry!!!

Orwell · 2014-12-18T01:03:58.000Z

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

Orwell · 2014-12-18T01:05:59.000Z

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

Zymos · 2014-12-18T01:29:34.000Z

Yeah but it posted twice = 6 days.

Still, not bad tho’…

DeckardTrinity · 2014-12-18T03:26:27.000Z

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.).