Mine had an intermittent headphone jack socket and also, the battery was dying, and so I opened a warranty query with Gear 4 Music about item repair on 23 May of this year.
After dealing with a few different members of staff, each with a seemingly natural propensity for avoiding questions asked regarding warranty details, I was finally informed that the a courier would at mine on the 2 June to collect the Octatrack. They didnāt show, but I managed to get the OT picked up on the 3 June instead.
After hearing nothing for a couple of weeks, I decided on email Gear 4 Music on 15 June to ask for an update and to check if they had themselves established the issues I had informed them of. On the 19 June I received a reply stating that an issue had been found and that it would be shipped to for repair. When asked if they could confirm BOTH problems, I received another response stating that they āwerenāt sure, to be honest,ā but would investigate further. Time went on, and I still did not receive an update and a couple of my emails attempting to confirm whether both issues would be fixed were ignored.
The OT was dispatched back from Gear 4 Music on the 14 of July. No tracking details were provided until requested, and then only partially, making following the delivery impossible. Which is a shame, because if these details had been given I could have informed Gear 4 Music that they had managed to send the sampler back to the wrong address! Luckily, it was returned to them, but adding another few days to the delivery time.
On the 21 July I did finally receive it (again, partial tracking details were provided upon request - this time a tracking number but not the actual courier service name! - again making following the delivery impossible). Upon unboxing, it became apparent that they had forgotten got return its power super unit now! I once again contacted the retailer, and on 24 June I finally had both the OT and its PSU back together, despite that this time the PSU had arrived in a parcel addressed to the wrong person!!
So from initially opening the query, having the item repaired, and then receiving it back, it took exactly 2 months and 1 day, and an exchange of 39 increasingly irate emails.