It is now over a month since i posted a support ticket on my faulty Analog Rytm. Not a single word back from Elektron. Seems they are just sticking their heads in the sand. Starting to get slightly annoyed by this…
Go public. Get at them on Facebook, twitter whatever.
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Strange, because each time I posted a support ticket I got quite fast answers, hence after one or two days. In your place, I would just resend the request.
I have been poking the request. But it doesn’t help.
Did you register your AR on elektron website ?
Yes, it is bought directly from Elektron, so it is automatically registered.
We are very sorry about this - and we are aware that support is way behind at the moment. We did not expect the huge increase of support tickets after the Analog Rytm release and were caught off guard to put it mildly. We are hiring new staff to make support run smoothly, but it might be a month or so before we’re up to speed again. Really sorry about this. We will try to better.
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+1 here. fortunately, 2/3 of my dark trinity work fine, so I don’t need to worry about having to re establish my social life.
At least jon was honest.
So far no probs with mine. Hope all gets sorted out though.
(Especially if mine starts fuckin up)
Had same problem and as suggested by someone on this forum I posted to the facebook page and got a reply immediately. A new rytm PSU is being 2 day air mailed from sweden to US! Now that is some service!
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It looks like this issue with slow responses from support has been going on since at least March of this year - just do a search here to see the various threads.
I have to say that, even though I am very happy with my trinity, I am very hesitant to consider adding an AR to my collection. After having spent a month poking and prodding another highly regarded manufacturer of analog gear to get a simple warranty fix completed (one which I never suspected would be lax in the support department), I’m not too keen on potentially going through that experience again. I really do hope Elektron ramps up their support capabilities, as to me it seems like the current state of affairs is having a detrimental impact on their business.
Overbridge better be a home run out of the box.
(I’m really sorry to have to use a baseball metaphor; I’m not sure what the same would be in socc…er…football. 5 penalty kicks???)
It seems to me they have all their resources tied up in it. In doing so they’re ignoring their base. That’s a risky strategy.
I mean, it’s ridiculous we’re still looking at problems with essential issues: synch, sample management, chromatic mode, ect let alone missing machines they have promised.
I’ve been waiting to send in my MDUW for over a year because some of the knobs wobble a lot. At first I was just going to wait until I got my OT so I wouldn’t be out of a drum source, but that took 6 months from purchase for delivery, and all the horror stories about support since the beginning of the year keep putting me off. Maybe I should just put in my ticket now, so I can hopefully get a response by December and hopefully have everything settled before the three year warranty ends in April.
Just think of all the sales they’re losing. OT, MD, MNM = all out of stock. What does all of this mean? Is this holiday season going to be a ‘kill or be killed’ season for Elektron? Almost seems like the wheels are coming off the cart…
I’ve been wanting to order a (new) OT for a long time. But OT’s have been out of stock since, forever, and still have issues and features yet to be tended to. And now that Elektron is focused on RYTM and Overbridge, I have very little hope that the OT will ever be available again, (or even work completely for that matter). I won’t even mention the idea of having on going product support (or lack of), which actually matters quite a bit to us.
It’s really a bummer because the Elektron gear I have (MD and MNM), I love. But things change. Companies change. And when customers start consistently making posts about disappointment, you have to wonder what the hell they’re thinking/doing. Elektron is creating a real gap, between expectation and delivery. Not good.
Still, I hope the best for them. They make great machines. Let’s hope they get their shit together real soon.
It seems like they are slowing becoming available and there will be more in the next few weeks.
Basically elektron need to hire me as a customer support person and others and have it be via the website so it’s not just full time staff in sweden 
That way easy problems can be handled by lower level tech support or passed up the chain when it come sto bugs or issues that can’t be fixed outside of software.
[quote=“” nedavine""]
Basically elektron need to hire me as a customer support person and others and have it be via the website so it’s not just full time staff in sweden 
That way easy problems can be handled by lower level tech support or passed up the chain when it come sto bugs or issues that can’t be fixed outside of software.
[/quote]
Personally, I’d be all for doing this in some capacity myself. I’ve worked enough customer support jobs and am passionate and familiar enough with their products that I’d take a position in a heartbeat, but relocating right now is not feasible…tho if they could put me in the LA office I’d be there by the end of the week with bells on.
Personally, I’d be all for doing this in some capacity myself. I’ve worked enough customer support jobs and am passionate and familiar enough with their products that I’d take a position in a heartbeat, but relocating right now is not feasible…tho if they could put me in the LA office I’d be there by the end of the week with bells on. [/quote]
It seems like they need a lot more than just phone support. Seems like they need more help on every level (development, customer support, repairs, etc).
Maybe they over extended themselves by releasing so many new products in such a short amount of time, and are now just trying to (barely) meet demand? They could expand their work force, but then they’d still have all those extra people on the pay roll after they caught up with everything. Growing pains!
heres an OT for you to order
How is your AR faulty?
It’s funny, I have worked as a computer technician for the last 8 years of my life & I see all sorts of issues everyday. I’ve seen everything. The thing is, I feel like I fix people’s perspectives more than I actually fix the computers themselves (a lot of the time).
What I haven’t seen is my own gear having the same problems. I feel that a lot of the time issues that customers have can be attributed to environmental issues (dirty power, careless use of machinery (leaving gear on during lightning storms, etc)) or some problem that they have compiled in their own minds.
In 8 years I think the only thing I’ve dealt with was a failing hard drive on my 7 year old laptop.
Not saying you caused the issue, but I’ve also been using Elektron gear since 2006 & have never had a single issue (MachineDrum MK1 & MK2 / MonoMachine / Octatrack / Analog Four / Analog RYTM). But then again, I’m OCD about taking care of my shit.
I’m curious what’s wrong with the RYTM though…?
Also, I can’t stand when I get customers that constantly complain about problems they’re having with new operating system releases, etc. Anytime you are an early adopter of either software or hardware (especially from a small boutique shop company!) you have to expect delays and hangups in response because there will naturally be a larger pool of issues that they have to deal with.
If you’re going to be an early adopter, expect it to always be beta… no matter if its an official release or not. That’s just the way the world works. Designed by humans, faulty like humans. Everything is relative.
alex