Wanted to update this thread in case anybody is watching with the same issue. I’ve run out of patience for Elektron’s U.S. support team. Communication has been fragmented and inconsistent, and broke off entirely a week ago after I asked about exchanging the unit (they wanted me to send it in for warranty repair originally). I’ve followed up twice since then with no response.
I want to be understanding given the current global situation, and the holiday weekend. But I did some research here and found stories of other people dealing with U.S. support and waiting 6 weeks or more to even get the ball rolling on exchanges, and completely opaque wait times on repairs.
I’ve decided that while I do really enjoy the Octatrack as an instrument, I don’t want to spend my money with a company that doesn’t seem too worried about what happens once their products leave the warehouse. I was lucky that I chose to buy from a retailer, so I can just return it to them for a refund, but people who buy directly don’t have that option. It’s really frustrating that a company selling high-end gear directly to consumers can have such a poor process to make things right when units with manufacturing defects end up getting sold.