Elektron bad service?

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.

Claid · 2022-12-03T11:47:49.771Z

LFOKringlan:

The only persons I would recommend a Elektron-instrument is to technicians with extremely good soldering skills.

I’ve repaired two Octatrack MK1 units and a Rytm MK1 with no soldering whatsoever, and I’m pretty cack-handed when it comes to this sort of stuff. And when I needed Elektron to send replacement encoders and pads for a Rytm previously owned by a chain smoker, they were quick and courteous in their service, and the parts were surprisingly affordable. Also I’m possibly the luckiest SOB on the planet but none of my many Elektron units have malfunctioned, the ones I repaired I bought cheap second hand to repair and sell.

redtapenfr · 2022-12-13T00:51:16.581Z

Update on my end:

After contacting support with my provided Case number and RMA - I was ignored.

That is, until I sent an email follow up days later… then they responded after the weekend. Unfortunately their response was:

“Hey, sorry for the delay - I know we received your device over 1 month ago now (received 11/7), but we still haven’t inspected it, and have no ETA since we’re playing catch-up with devices that were received at the end of summer. Sorry for the inconvenience”.

I’m paraphrasing, but really that was the jist.

Here’s an idea for anyone facing an issue with their device right now:

If you need service, and have responsive representatives from Elektron talking with you - great. I’d still recommend asking if they have any LOOSE idea of their backlog of work - which is what I am now kicking myself for not doing.

They wouldn’t even pick up the phone or respond to my tickets, why would they have proactively let me know that I would be able to send my device in - but that I would have to wait over a month for them to even look at it?

Now that they have my device that won’t power on, I don’t have the option to explore other options for repair, like the electronics repair or music device repair places that are local to me.

Would the repair have been covered within warranty? No… but at least I’d have a device to play with, and almost certainly someone that would talk to me along the way.

Not the greatest experience. But it’s an expensive, niche music device - so I’m probably just being a Karen about all of this.

P.S. My Dirtywave M8 was delivered with Up and Left keys that didn’t work. The owner messaged me immediately on their discord, immediately took it to email to open a ticket, received my device and shipped the replacement (repaired) device back ON THE SAME DAY.

Even if it hadn’t been, I work in manufacturing and understand turnaround - but holy smokes, at least they talked with me and made it right.

thermionic · 2022-12-14T18:42:18.781Z

redtapenfr:

Not the greatest experience. But it’s an expensive, niche music device - so I’m probably just being a Karen about all of this.

I don’t think it’s Karen-ing at all to be frustrated with bench backlogs on top of getting lost in bureaucracy. I’ve definitely called Elektron directly in the past when stuck in whatever ticketing loop, the venting is understandable.

And heck, I appreciate the update. I sent in my DN Keys recently and noticed that while it’d been signed-in, no progress was ongoing. Hope mine’s done early next year ;(

RustyRoses · 2022-12-14T20:55:01.989Z

redtapenfr:

. My Dirtywave M8 was delivered with Up and Left keys that didn’t work. The owner messaged me immediately on their discord, immediately took it to email to open a ticket, received my device and shipped the replacement (repaired) device back ON THE SAME DAY.

I would imagine the scale of the operations are quite different. The total number of M8s in the wild vs the total number of Elektron boxes, and the age of many of them?

It’s a hell of a lot of products to support, a hell of a lot of people and really can’t be compared to Dirtywave’s setup.