Elektron support : response time?

Schklowsky · 2024-06-14T06:10:32.700Z

I did of course !
1 : ticket creation
2 : automatic response
3 : mail from electron “can you specify …”
4 : I do specify
5 : the end

This is exactly what I got the two times I needed them

LyingDalai · 2024-06-14T06:21:35.966Z

Can you specify?
I mean, maybe your problem is solved in the next update…
They were about to hire a new support person last time I was there, I wonder where they’re at with this.

baton · 2024-06-14T09:37:11.702Z

I’ve also had pretty bad experience lately
Created a ticket early January, we had initial discussion but then they stopped responding
I then followed up twice - in February and in March, both times radio silence…
I eventually gave up
This was pretty disappointing, doesn’t look professional at all

Schklowsky · 2024-06-15T09:53:30.458Z

The first time was about a strange behavior of my DT1, the second was the same on my DT2… Today the problem is about the mute track function (purple one), it doesn’t work well when I am in song mode.

Nils · 2024-06-15T12:28:50.123Z

They’re probably lagging a little behind with the introduction of the DT2.

For issues that are seemingly related to software, bugs, questions regarding functionality etc, it’s probably better to ask on this forum first There are many knowledgeable users willing to help, and you might get help more quickly.

dadov77 · 2024-06-26T15:07:01.594Z

I bought a Digitakt MK2 with a screen problem. I’ve been waiting for several days for the return label so they can replace it. The response time is really super long.

Kartist915 · 2025-05-08T20:40:05.334Z

Has anyone else reached the conclusion that Elektron no longer cares. With my digitone 2, Before the update to 1.10, I was having problems locking up, i put in a ticket, sent my project to Mario, he was able to duplicate it and told me the 1.10 update would fix it.

It did not, i initially responded directly to mario sending him videos and images, he told me in his last response to reach out to him if there were still problems. I did that and have not heard back for months.

I opened a new ticket, referencing the old, and have nothing back on that aside from the automated message saying the ticket was created and the number.

Nothing yet, been over a month.

This is not the company i remember and loved for so long, am i doing something wrong? Im not bugging them, i am sending proof of all claims in form of videos, etc.

Any thoughts or ideas, im open to them. I love my DN2 but locking up is not a feature im a fan of… lol

Sip · 2025-05-08T20:55:55.784Z

That’s unfortunate and disappointing. I haven’t had any experience like this so I don’t have much to say or add, but I do hope you get it resolved soon - I’m always frustrsted by a lack of communication for something like this.

thermionic · 2025-05-08T22:05:26.356Z

Kartist915:

This is not the company i remember and loved for so long, am i doing something wrong? Im not bugging them, i am sending proof of all claims in form of videos, etc.

No, but if there’s not a direct update someone can provide externally you may not get a response until they are ready to discuss broadly or if they require additional details.

Kartist915:

Any thoughts or ideas, im open to them.

Responding to the original thread will be more likely to get a response than creating additional tickets that will just end up associated with your initial ticket.

Claid · 2025-05-10T12:14:50.072Z

I had my Rytm keys go sticky - first time for me! Contacted support, they popped the keys in my basket. Then I noticed a crack in the screen cover - contacted them again, they added that to my basket too. Now I have both the keys and screen.

If I were to give constructive criticism, I’d say the conversation went a little too slowly for my liking, and I had to send a reminder at one point as they didn’t reply for ages. I’d also asked for a replacement rubber foot on a couple of occasions which they didn’t seem to acknowledge. I’d have been happy if they’d just told me where I could source my own replacement.

Overall I’m happy they could help, though the conversation was a bit one-sided for a while and one of the items I referred to I didn’t get (the rubber foot).

Appreciate there was a Swedish holiday coming up when I’d contacted them, and the service was miles better than anything I’ve received from other companies (I’m looking at you, Native Instruments).

shigginpit · 2025-05-10T14:34:43.585Z

Do you still want a rubber foot? Not sure of the minimum quantity direct from 3M but this should (at a minimum) point you in the right direction because there’s a part number listed, etc.

3M™ Bumpon™ Protective Products SJ5008 Black, 3000 per case | 3M United Kingdom

Elektron may not even use a genuine 3M part but natehorn already confirmed the part is the same height (I think they use the same feet on all boxes but visually confirm first).

Don’t know if that helps but if you still need a foot, then here’s a leg to stand on

: ducks tomatoes :

Fin25 · 2025-05-11T09:50:38.108Z

shigginpit:

Do you still want a rubber foot?

Hold on, let me have a look, I think I might have a couple of spares from when I did my old OT.

Claid · 2025-05-11T10:37:16.223Z

shigginpit:

Don’t know if that helps but if you still need a foot, then here’s a leg to stand on

That does help, thank you! I want sure if it was the same dimensions as the one on the Rytm, but guess it’s worth a punt.

Fin25:

Hold on, let me have a look, I think I might have a couple of spares from when I did my old OT.

That’s very kind, thanks for looking!

Suges · 2025-05-11T11:21:11.957Z

Same here. The first ticket I opened with them a few months ago took them 5 weeks to respond to, and after a bit of back-and-forth which ended up with them asking me for a video to demonstrate the problem, I sent it…and never heard anything back ever again.

Second one I opened up 3 weeks ago (different question): never responded to.

Is everything, like, okay over there at Elektron?

(I think most likely the support department needs extra hands for intake, but they can’t afford to hire any extra people.)

Fin25 · 2025-05-11T11:40:34.390Z

Claid:

rubber foot

Can’t find the fuckers, sorry.

These are the ones I bought, fitted perfect and as far as I’m aware they use the same ones on all of their gear, apart from the models.

https://ebay.us/m/WiXWM4

You want the 12x12x3

Claid · 2025-05-11T11:44:48.802Z

One definitely needs to keep on top of things when asking Elektron for support - queries seem likely to fall into a black hole.

That said, they truly mean well, and with perseverance (and tact) you can get good results.

Today I had a response to my email sent last night where I said the rubber foot hadn’t arrived and the Func button was the wrong colour - they’d already sent the foot out separately this morning and were waiting to hear from me about the Func button. I replied thanking them and confirming I’d like the Func button as well.

That’s gonna be two little packets sent from Sweden for the UK, at no charge to me. That’s gonna cost a fair whack, and I’m super grateful!

So yeah, I really appreciate Elektron’s customer support. You just have to be appreciative of the amount of queries they have to deal with versus the size of the team. Try to be calm and kind with them, they want to help. <3

Update: they messaged me back on a Sunday to confirm I’ll receive everything soon. Excellent service!

leadosprey · 2025-05-14T00:56:29.843Z

hey, new here & this is my first post. literally just created this account to see if i could get any perspective on the issue i’m currently having with their support. i mailed them my DT2 about 6 weeks ago after discovering the right audio input channel wasn’t working. after about 2 weeks i checked in & was told they were waiting on motherboards from sweden. at 4 weeks i was told it was OLED screens stuck in customs. now my email from last friday has gone unanswered, along with the follow-up from yesterday (hoping it was just the occurrence of the weekend that led to not hearing back).

i feel like i’ve done a pretty decent job of being patient up to now & i’ve tried hard not to be rude, but tbh i’m getting pretty upset at how long this is taking. like i don’t really get it, & it also seems like at a certain point if you can’t effectuate a repair in a timely manner, honoring the warranty would require just replacing the device altogether, no? trying to resist the urge to send yet another email asking for an update, but dang it if i’m not feeling pressed about this.

edit: this is US-based service, btw.

Kartist915 · 2025-05-23T05:17:33.670Z

I responded directly to the conversation that I was having before the update they just stopped responding to that. Still haven’t responded to this day however, the store I bought it from not wanting to do an RM number and all that stuff reached out to elektron and somebody finally got back to me that was actually the third ticket when they finally got back to me. They responded pretty promptly before 1.10

Anyway, they may just be bogged down to a point thats beyond my patience level anymore , lol

Thanks for the input

unxsr · 2025-08-22T20:20:24.147Z

Octatrack got bricked during a firmware update so I reached out to support but I’m not getting a response. It’s been 4 days and I’m wondering if I should follow up? I also tried called their LA office but nobody is picking up.

shigginpit · 2025-08-22T21:18:18.258Z

Hey, sorry to hear about your OT man, that really sucks! Also sorry to hear about the support response time. I would say 4 days is getting a little long but maybe give them until after the weekend.

When you say it got bricked, can you no longer even bring it up into the preboot test mode? It’s completely dead?

How about if you try booting it without a memory card? Do you have another power supply that you can try?

I don’t doubt that the issue specifically resulted from something glitching out during the FW update, but in the event that it’s actually the card which is toast and not the machine, or some other weird coincidence that just happened to coincide with your firmware update issue, I think it would be good to run the error test (hold down func while you power on the machine, release when it gets to the preboot menu, then select to run the error test) and see if it spits anything back out at you.

If it’s not getting to the pre-boot menu at all, then I would say you’re already on the right course of action and if you don’t hear from them after a couple more business days then it’s inevitable that you’ll need to follow up because obviously you can’t just leave it like this.

Anyways, not sure if that’s really an answer or not but in my opinion giving it a couple more days, while frustrating, is probably the correct course of action. Maybe someone else will have a different opinion, I don’t know.

Anyhow, good luck.