Elektron bad service?

djenzyme · 2022-11-25T11:51:42.770Z

I got a Digitakt in summer 2021. Its been broken/repaired/lost/replaced 4 times up until summer 2022 (Not a good sign in the 1st year and issues spread across 2 different units). On the final return/repair, it came back with the trig keys misaligned… so it needs returning yet again… that was 4-5 months ago and its been sat in its box ever since. The problem is that Elektron arranged a collection via DHL, who then contacted me and stated that I must provide an UNSEALED parcel and 2 copies of all the paperwork separately.

This is England… I’m not handing over my unsealed Digitakt, and if you saw the amount of saved emails I have, all relating to shipping problems in the past 8 years you’d understand why. I can’t use UPS any more as every time I have a parcel pass through their Stanford Le Hope parcel centre, it gets held up and theres a problem. Also, at one time all my UPS parcels were being controlled by a 3rd party UPS ‘broker’, I had to get really shitty with them just to release my parcels and I’m pretty sure they were just waiting to snipe me for extra fees, when I threatened to escalate with a slew of previous emails, they mysteriously vanished.

I have nothing but praise for Elektron support, they are fast, responsive, know their own products (unlike some other companies support), and really do go that extra mile. Best company on the planet! Slightly let down by couriers that don’t have the same standards.

I don’t really know where to go from here, its a stalemate. Elektron are happy to do the service but I’m not handing over an unsealed package that can be tampered with (this is a recurring theme in all my courier problems, often my goods come to me and have signs of being tampered with, across dozens of parcels dating as far back as 2013, unacceptable IMO).

Just this one Digitakt is costing Elektron a small fortune in repairs/replacement/returns, and has cost me a lot of wasted time and effort. Out of 16 months of owning it, I’ve actually used it for about 3 months.

Okay, thats the end of my rant… Elektron support are the best… shipments to outside the EU, not so good.

djenzyme · 2022-11-25T11:59:18.774Z

Regarding the ‘scratchy’ feeling encoders. I’ve found them to be the best. My Octatrack mk1 had a similar feel way back in 2014 so its pretty normal.

More recently, they changed the encoders and TBH they break really easily. My Digitakt encoders have crapped out on me 3 or 4 times through really light and careful use. Under certain conditions they just start seizing up. The Syntakt knobs feel like they have less grease in them, and hopefully are more durable.

Choice_Studio · 2022-11-25T12:42:52.862Z

Had order parts for my old mnm & Md, great service! And nice people to dealing with，5 star to elektron service！

Jedilicious · 2022-11-25T12:53:55.917Z

Nothing but great experiences with Elektron service. Always friendly and problems solved quickly

DampSquid · 2022-11-25T13:20:12.001Z

I sent my A4 to Elektron recently (from UK) via DHL arranged by Elektron. I had left the parcel open to be checked on pickup and the courier let me seal it up before handing it over.
It shouldn’t be a problem, my repair was done and I had it back home in about 10 days!

djenzyme · 2022-11-25T15:47:28.132Z

Thanks, that’s good to know that I can seal the parcel in front of the courier, I hadn’t thought of that at all

Dr.K · 2022-11-25T16:59:10.153Z

djenzyme:

On the final return/repair, it came back with the trig keys misaligned…

djenzyme:

I have nothing but praise for Elektron support

I really appreciate that we love Elektron even though they mess up sometimes. Their instruments are just too good to be angry at them. I mean i was when my func button of the M:S broke the second time. But now it’s all good again.

sacguy71 · 2022-11-25T17:03:20.023Z

So far mine have been solid and reliable. I’ve had my A4 and OT for almost 5 years.

Fin25 · 2022-11-25T17:15:41.122Z

That sucks.

I know UPS always say to leave it unsealed, but I’ve always sealed it all up before they arrive and they’ve never once questioned it or asked me to open it up.

bodymechanics · 2022-11-25T17:55:10.459Z

I’ve had my OT MKI repaired twice, once for my breaking the usb port, once for breaking the crossfader. I’ve had my A4 repaired once for some very strange error that they fixed for free. Each of those times service was exceptional, even got free sets of knobs.

Last June I sent my RYTM to get the pads replaced. I just got it back Monday.
Turned it on and got this error,

Exception R0134 V04M5 P400F9C7C 00000000 000280 00 00000073

It doesn’t work at all.
I wrote them immediately and they told me they would send me a shipping label to return it and fix it.
First time I’ve had such a strange experience trying to get something fixed. Cost me $360 to wait 5 months to get back a broken machine.

I was told by support it was tested before sending it back, but I’m struggling to believe that was the case.
Still haven’t received a shipping label to return it.

Something definitely seems different these days. All my experiences before were exceptional, and timely.

redtapenfr · 2022-11-30T05:30:24.516Z

Yeah - hearing this last one from @bodymechanics isn’t confidence-inspiring.

I had to call them three different days in a row, and leave messages. This was after I filled out their online ticketing and received no response.

The only way I received a response was by… calling a second time immediately after I left a message.

I let them know I had a ticket open online without a response for several days, so they arranged a repair.

They received my RYTM II on November 9. I’ve emailed and asked for an update - because as of the 17th, I hadn’t heard anything.

I received a response on the 18th about my device still being in the queue for repair.

But nothing since then - just radio silence.

I was really excited to use this piece of gear, and I’m still excited, just annoyed that communication has been so sparse, no updates or expectations at all about my device.

If it’s going to be several more months, I’ll be pretty upset as I only got to use the device for a night before it wouldn’t turn on anymore.

bodymechanics · 2022-11-30T05:37:25.827Z

I wouldn’t worry too much.
They are apparently backed up or something currently.
I’ve had exceptional repair service from them. The response time always takes a few days to a week. Nevertheless they fix stuff and usually fix it well for not too much money.

It is taking longer than usual right now, not sure why. I feel confident in the repairs though.

bodymechanics · 2022-11-30T05:45:58.513Z

The hard part is definitely being excited about having the device and suddenly it’s not working.
There’s nothing to like about that. Makes my sense of patience distorted.

Again, I’m trusting what I’ve dealt with before. I’ve have 4 elektrons for a long time. Abused them massively performing, or being careless with putting a usb plug in.

All of mine are MKIs and for the most part have worked perfectly with a few exceptions. Some were because of me, and others were strange errors.
The really strange ones, they’ve fixed for free.
In the past it’s taken as little as three weeks.
This is the first time where things seem to be slow, or my device had been in “queue “ for repairs for more than a month.

thermionic · 2022-11-30T05:58:20.784Z

bodymechanics:

Something definitely seems different these days. All my experiences before were exceptional, and timely.

I’ve had timely response to a recent ticket to get an RMA, but I paid for shipping as per general warranty (obviously yours is a different case.)

Mutlu_Karakose · 2022-12-01T17:31:14.011Z

My second experience was very good. The syntakt is back. No button grinding. Encoders feel good and respond perfectly. Feel the same as my digitakt. Hopefully it will stay like this forever.

I got a response very quickly and it felt like it didn’t take a week for the syntakt to get back to me. It arrived today. Thanks again elektron!

I am sorry that there are a few others who have had bad experiences. I hope elektron also eliminates their problem and makes you happy again.

idylmind · 2022-12-01T17:39:42.519Z

I bought a used RYTM, contacted Elektron to get the pad membrane to solve the accidental pad triggering and it was no problem at all, sent fairly quickly free of charge.

Cosmic · 2022-12-02T00:11:43.534Z

One advantage being in Australia is the local Melbourne based support offered by a contracted third party. I think it would be hell sending everything back to Sweden every time.

Mutlu_Karakose · 2022-12-02T15:00:49.011Z

Of course, it’s great that there is a direct service partner in Australia. I live in Germany. 1500km distance to Sweden. I got from elektron for sending a dhl express ticket. It was under 24 hours in Sweden. That was very fast. My first DHL express experience.

Magicmix · 2022-12-02T15:55:11.101Z

My ot mk iI developed a fault where the screen went blank and LEDs flickered. Reset machine it was ok for a while then did it again.

They sent a shipping label straight away.

Sent back DHL in the original inner box, but a different external box. Back within 8 days, fixed and with a new Elektron outer box. Lovely.

Cosmic · 2022-12-02T23:07:10.431Z

I used to live in Europe and brought all of my gear back with me, support was a real concern but I think we are in good hands here. The big issue is massive price differences buying new gear here.