Elektron customer support is a joke

[FreeFall]

[quote=““barto””]

@FreeFall

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.

heres an OT for you to order

http://controlvoltage.net/elektron-octatrack/dp/494[/quote]
Oh I know. That shop is right here in my home town. Thing is, they display their gear on tables, plugged in, so anyone and everyone can come in and bang on them. I’m a freak about not buying used gear. Especially expensive gear that’s been hammered on by random street yahoos (those poor little knobs).
Thanks anyway.

[biologik]

they wouldn’t sell you a display model (unless it explicitly said so, and usually that’s at a discount)…

[clunky]

@""Alex""

But then again, I’m OCD about taking care of my shit

So not having to deal with slow full of attitude tech support is part reason why your ocd about your gear?

[OHEXOH]

I’m waiting on several open support tickets one about the Octatrack not performing inconsistently. This machine is very much under warranty (6 months old) and it’s been almost 2 months since my initial contact. I’ve since messaged Elektron twice and still yet to get a reply.

Really disappointed to be honest. These are not cheap machines after all.

[barto]

@""FreeFall""

[quote=“barto”][quote=“FreeFall”]

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.

heres an OT for you to order

http://controlvoltage.net/elektron-octatrack/dp/494[/quote]
Oh I know. That shop is right here in my home town. Thing is, they display their gear on tables, plugged in, so anyone and everyone can come in and bang on them. I’m a freak about not buying used gear. Especially expensive gear that’s been hammered on by random street yahoos (those poor little knobs).
Thanks anyway.[/quote]
they wouldnt sell a demo unit unless they specified. they’ve had a demo RYTM since its been out and just got my pre-order 2 weeks ago. they actually have them in stock

[Petur]

@""Alex""

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

Overdrive on Low Tom (LT6) didn’t do anything. It has now been taken care of by Elektron tho (sent back for repair).

[lemons]

Have things improved at all with the support? I just created a support ticket today. I certainly do not want to wait for months for a reply.

I am still under my return period for the synth however and reading this thread makes me feel like returning it and buying a Moog Sub37 that I considered anyway before buying Analog Keys.

[o-o-o-o]

I think support is great. Very helpful and friendly.

[Shoki]

Always had good experience with Elektron’s support. They can be slow for whatever reason but when they reach to your case it’s pretty fast

[PeterHanes]

@""lemons""

Have things improved at all with the support? I just created a support ticket today. I certainly do not want to wait for months for a reply.

I sent in a feature request last month and got a (very nice) reply three weeks later.

[lemons]

It certainly seems improved to me, as I got a reply today for my query! I am keeping the synth

[Dataline]

Just to update the situation, customer support is getting back on track right at this moment. The backlog should be cleared in the coming days and any queries will be answered much quicker.