As you can tell from the title, this is a little rant about Elektron’s support. Your experience may be different, but mine is real and frustrating.
Back story, I’ve owned many Elektron machines since 2013 and you could say that at times, I’ve been a fanboy. Their machines are great!
But their support is pretty bad. Their online support has gotten better, at least you can get a reply within a few days. However the new online support is detached from the main Elektron site and I find it harder to track tickets and I sense they struggle to track them too (based on the number of times I’ve had to repeat my problem).
But my rant comes from recent events with a newly purchased Analog Heat MK2. It has displayed a weird glitch since purchase but it took about 7 weeks for Elektron support to decide that it needed to be returned (it took that long going back and forth with their support).
It’s been in repair for 5 weeks now and it’s been (almost) radio silence. I’ve kept chasing and after several emails I am told it’s in a queue to be repaired. No ETA, nothing.
For a product that was bought new and had issues, I would hope a straight swap would be the decent thing to do here. But no.
FYI, this is with the US support, maybe it’s better in Europe?
In comparison Squarp repaired my Hermod last year. They covered shipping, replaced the 8 month old unit and returned it to west coast USA in under a week.
With Elektron they even tried to get me to pay for shipping costs. Fuck off!
My patience has clearly run out.