Life’s for living 
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I appreciate this kind of company culture.
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Hi… Anyone here getting no replies from Electron customer support? It’s been nearly a week and no reply.
I have a Rtym Mk2 and the pads can be randomly unresponsive and also need to be hit with a lot of pressure to work. I need to get this fixed if it is possible to fix.
I got a reply in 2 days this week.
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I’ve been waiting 10 days on a bug report.
No reply other than the automated acknowledgement email when I submitted the support ticket.
It about a week for a reply for me.
Do companies usually provide replies to bug reports? I’ve never submitted one. 
Its either a bug or my syntakt is f$&ked.
I lodged a support ticket, yes I expect a reply, if its not a bug I need a new syntakt.
I wouldnt expect a reply from a bug report for a $2 mobile app game but this is obviously not the same thing.
Ah that’s a bit different to the sort of bug report I had in mind. Hope your Syntakt is sorted soon.
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I guarantee you that you don’t need a new syntakt. You’re going to prove that more conclusively by distilling your issue down to the most basic of test scenarios and asking for confirmation within our bugs topic.
The minimal steps to replicate is your best way to get listened to. All the formatting and explaining that surrounds a report can act against you, in terms of clarity and in recruiting testers. A few steps from a blank slate that a newb could follow will get you the confirmation it’s a bug.
I’ve reported bugs during beta testing that were never fixed, the ability to respond is not infinite within Elektron, they may have logged the issue, they may have triaged the issue, they may have overlooked it even and it’s a given that after summer turns to autumn there is a backlog, let alone any projects they have going on
In my dealings it’s also clear they are busy presently
I have repeatedly brought up a hideous bug on the A4 that kills the flow time and again, but it’s still there (10 years on !) … that’s trying my patience, but there has to be a small degree of patience and understanding of processes … there are development cycles where focus leans on a device or two, there’s no roadmap for those slots, so the best thing is to have faith that a confirmed bug will be swept up in the next window - there are still post-launch bugs with AHFX, so i’d hope those were in line for a release on the grounds of its recent release date
The thing with bug reports is to just ensure that there is no ambiguity in the steps to repeat, and that as few steps as possible are established from a known state
Be meticulous in describing your MIDI channels configs - the ST uses a lot more than DN, so the potential for channel related issues gets higher compared to swapping in the DN
I might try to replicate your issue, but as it’s not really a workflow that interests me it’s less of a draw to wade through text as opposed to steps from ground zero, but i get a sense for what you are alluding to - just avoid complicating any revised steps by using the dodgy AMP NRPN params issue that was confirmed by me
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Your Syntakt is not f$&ked, all of our Syntakts are f$&ked … by a bug …
I explain it all here …
How was my response time 
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I’m extremely frustrated with Elektron customer support, or lack of it.
Let me start by saying I have been an Elektron fanboy since I bought my first machine back in 2017. I love all their devices, their amazing sequencer, their great hardware design, and their tactile clickable mechanical buttons, and I love every time they update their firmware making them like new.
However, their customer support is pretty bad, or at least that has been my experience so far.
I recently purchased an Analog Four MkII and because I wanted to match the colour of my original grey Rytm I had no choice but to get one used from the second-hand market. ( I simply can’t understand why Elektron decided to stop making the grey models which to my designer eye, looks much better) Unfortunately, the one I was able to find online was not in the best condition even though the seller (%@^#$%*!) said it was like “brand new” and I couldn’t tell from the photos provided. When it arrived I noticed how dirty it was, and how disgusting the encoder knobs and buttons were. They felt super sticky to the touch and many buttons stuck to the case after pressing them. I cleaned the unit inside out as best I could, however, the sticky buttons and knobs make it unplayable and I decided to get a full replacement.
I first contacted Elektron customer support before Christmas but to this day I’ve been unable to place the order. I understand they were not a full capacity during the holidays and since then they have been dealing with a backlog of inquiries, but their reply time is over a week and when they do reply they don’t even bother to read the request!
They first told me they started a draft order for the button caps but they didn’t. After asking them to do it again I also requested to add the encoder knobs as well as a protective lid for my Digitone. It took them a week to reply and all they did was to make a Draft order for the buttons caps and nothing else! And since then the protective lid went out of stock.
I emailed them again 3 days ago requesting very clearly to add the encoder knobs and they haven’t replied yet. And because of the delay, I started another support ticket in the hopes someone else would reply quickly, but with no luck. Why?
Why does it have to take this long to order and buy something from their website? And that is the other thing. Since when did their website become this slug? It used to be great but now it is so slow and so buggy that sometimes I can’t even log into my account. Seriously, Elektron is a big company selling thousands of units all over the world and they can’t afford to hire a couple of extra people to provide good customer support.
Does anyone here have had a good experience with their support, or do I just have terrible luck?
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I’ve had quite a few dealings with support, always pleasant and prompt.
But they are a pretty small company, staffing wise and they’re always slow around the holidays, as they’ve just been off for two weeks and there’s probably a pretty big backlog.
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I see. I guess it is because of the holidays and my bad timing.
What makes the wait worse is the fact of having this amazing machine on my desk and been unable to play it
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I’ve always felt the service was top notch. I’ve read people say otherwise, but with things that are special order from the warehouse like button caps and encoder knobs, it takes a human to process that draft order and those thousands of units do have people attached to them and some have problems and need help.
Not making excuses for them, but they’re not a high volume staffed company compared to many others, and I’m in the US so I can’t speak for Elektron in EU but I’ve read that agents in the US offices are all working remote, and while I can’t confirm that, it would make a bit of sense as to why some of the operation is a bit disjointed.
As far as color availability, that sucks but maybe it just wasn’t financially viable to keep making both if the majority of one is selling and the majority of the other isn’t. Sitting on product in retail is synonymous with death by overstock. Anyhow it’s unfortunate, and I’d try and deal with the first person who created your draft order, anytime I’ve ordered replacement parts, I have better luck going through the first person to update the sales draft.
Also, it may not be ideal, but a protective lid can usually be acquired on Reverb, I’d be mostly focused on getting the parts that only elektron can sell you and hopefully only paying for shipping once. Good luck with it, I know it’s frustrating but this is just the reality of trying to get things that aren’t available in the normal web store unfortunately.
Just as a note, you can get most aftermarket D encoder knobs that will fit, but it may take the same amount of time and cost you more to get them. I like stock encoder knobs too though, normally they feel and look great.
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Why didn’t you simply return the A4 to the seller? I’m assuming you used Reverb or FeeBay.
I’m in Sydney, Australia. I purchased it from a guy up in Queensland via Gumtree…
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Ouch, so no returns?
I don’t think so but It’s OK…it works fine and I clean it really well, except for the knobs and buttons hence getting the replacements…it’s just frustrating having to wait this long and not been able to play it
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I found this by searching real quick on google for “d shaft encoder knobs australia”, I’m not encouraging you to go aftermarket or spend extra money, but just saying you can indeed find something to at least fill the void if this is going to be a huge headache for you to keep waiting and not even learn the device in the meantime.
https://www.amprepairs.com.au/rubber-knob-d-shaft-black
You should be able to find other varieties, maybe even the same company, like I said though this was just the first that popped up and was specifically D shaft like Elektron would use.
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