Maybe you can “shame” them a bit publicly on Twitter or Facebook. I think in this case the one stepping up to the plate should be the retailer. Specially if you bought all your gear from them. They made enough profit on you to send someone to repair it in your studio.
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a “Green List / Black List” of reputable retailers works in a number of professions I’m involved with.
Especially when it comes to international transactions.
It rewards the retailer on the green list, and those on the black list occasionally improve their practices to get on the green list.
I have learned that Elektron knows that these Digitakts have this problem but that their business plan was not to recall these defective Digitakts, but instead, to replace these defective units as they surfaced with the customer paying one half of the shipping. So, they knew/know that there are defective units out here and they have chosen to burden the customer with this hassle AND the cost of shipping.
Astonishing.
They should have recalled these units or just had an “easy swap” program.
Instead, they chose “shady”.
it would be great to hear where you got this information.
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In writing and voicemail.
They know there is a problem but they don’t know which serial numbers.
I was then told that they will replace the unit outright, the downside being that the customer would have to pay the shipping one way.
That’s pretty shady.
They should send a label to customers who got these defective units.
And they should be prioritized for quick turn around.
I worked for LL Bean for almost a decade, so I know a bit about manufacturing issues and customer service ( I did work on the corporate customer side of LL Bean Japan) and this is how a good manufacturer treats the valued customer. It shouldn’t be a game of gotcha.
Arctos Private Equity Partner bought a 28% share of Elektron in 2016 with the option to own 47% 2017.
I can’t seem to find the actually amounts of money invested … being private equity and all.
However, the LA office employs 5 and generates $250k a year. Not sure how the accounting is done in terms of USA merchandise sales, but that’s not a lot.
Hmm.
The founders definitely took a well earned payday. Well earned, indeed.
Thing is, once you get outside investors involved, and especially “barbarians at the gate” types, sometimes the mission becomes misaligned. One owner is committed to the vision, another to profit. This happened at LL Bean when I worked for them. They have sorted it out now but it took some time.
It looks like the infusion of cash allowed them to do some things that they may have been wanting to do, but were too poor to implement. They needed a cash infusion. Or perhaps just liquidity. Who knows. I can’t find the details.
I think the MKII line is fabulous. I own the OT2 and it is some beautiful kit. Much much better experience than the MKI - totally classed up the line.
I know a lot of people feel it wasn’t much of an upgrade overall but the new boxes are in a whole other class.
With all of this said, if all of their USA sales are included in that $250k, Elektronauts are a very small crowd.
Once you grasp “Elektron”, there isn’t any turning back.
They should feel the same passion for their customers. Anyone who buys an Elektron and sticks with it, is fairly unique.
I called Daking Audio one afternoon to find out about the differences between the early run micpre/EQ and the more recent models. I actually got Geoff on the phone and we got into a 3 hour conversation about a small format summing mixer. Totally won me over. I will always own my Dakings. I feel a loyalty.
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Every person I encountered on the Internet that had a problem with their unit was taken care of, I don’t know of a single case where the customer was left with a defective unit. This makes no sense.
And I can’t see why you don’t return a piece of hardware if it doesn’t work properly.
Sticky button can happen at the very beginning when a button is not exactly centered, but if you play with your instrument you’ll se that it tends to get better until it totally disappear.
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True, had a couple stuck buttons on my DT which were fixed after a couple of months. It was a stressful experience though and not a good first taste of Elektron products.
Fast forward to yesterday, I unpacked my brand new A4 MK2 and besides a major hardware flaw (faulty trig LED) there are 4 (four) sticky buttons. They’ll be probably fixed after some use, but this is a very expensive instrument which should work flawlessly. I don’t understand why sticky buttons are considered normal for these premium devices.
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I had already shipped it. As soon as it was authorized, it went out the door.
If they wanted to give me a label, they would have. They know it’s a problem and their procedure is for the customer to pay one way of the shipping. Which isn’t right for a known factory defect they are unwilling to recall because they don’t know which serial numbers are a problem.
However, the A4 MKII above shows this is a systemic QR problem.
It takes days to hear back from them anyway. I’ve waited long enough “trying to work it out” by tapping it. It’s really annoying and it didn’t “work it out”.
Yes I was told by zzounds that I would be charged a 15% re-stocking fee if there were any signs of wear. There were signs because I tried to “work out the sticky buttons” over the course of a few weeks.
So, I contacted Elektron as a cheaper, more time consuming alternative. I was wrong. The shipping was slightly cheaper than returning it. But then I weighed the chance that I might get another defective unit from a retailer to getting a fix from Elektron and I went for it.
I bought another one to use for the month or so my original will be gone. So far only one key sticks once in a while. Seems if I tap it at an angle, like bottom pushing up, it doesn’t stick.
I have no problems with my Octatrack MKII.
Sexcellent dude.
Can I put you on retainer?
Hi there. I own a digitakt for 5 weeks now, and I like very much. Since the beginning I had some (2-3) sticky buttons. Here is my solution which may help you to fix the sticky buttons. For me it worked perfect. Buttons go very easy now.
Here is what I did:
At first I took a good look at my buttons. I noticed that the distance of the buttons to each side was not equal. They all seemed a bit closer to the right side of the top plate. I assume that is the problem, the buttons get stuck on that side due to contacting the plate.
To fix this I
DISCONNECTED POWER from Digitakt,
then
- Completely removed the six screws on the top.
- Opened careful the top.
There is one board fixed in the base, and one board on the top (this one with the buttons, display etc.). Both board are connected with 2 cables. You can kind of swing it open to the top half without disconnecting the cable connectors. - If you look now on the bottom part of the top plate you see the board with the buttons is fixed with some screws (about 8 as I remeber correct) to the top plate.
I just loosened all those screws a bit. - Now it was possible to change the postion of the board in relation to the top plate. I did changed it, so that the buttons where in the middle of each ones holes.
- Screwing the loosened screws tight again.
- Testing the perfect working buttons.
- Put the top plate back in place, screwing the top plate onto the base box.
Fixed.
If you try this please be sure the POWER CORD is DISCONNECTED from Digitakt.
I hope it can help some of you.
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Yes, Elektron should definitely do this!
Or …
Authorize this DIY with instructions. And so that it doesn’t void your warranty
I have an AR2 preordered that I should be getting in about a week. If it has any sticky buttons it’s going back to the retailer immediately.
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Thats the only way to deal with such a defekt. I‘ve send one DT back because it had a sticky button (2), got it immediatly replaced (Germany).
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This is the only clear solution… I sent back 2 A4 MK2s before finally getting what I payed for…
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I’m sure Elektron won’t endorse your suggestion, but I like it!
I’m patiently waiting for two buttons (kick and snare) to loosen up. If they don’t, it’s getting exchanged before the 1st month exchange period ends; next week. I’ve already had to swap it’s faulty PSU. And there’s other issues too, like freeze and buttons not responding.
But is it just an alignment issue (could be weak springs)? And if so, there’s an equal risk of making more buttons stick when reassembled. If I had no other option I’d try it for sure, and even hone the faceplate edges, as suggested by @phaelam
But for now, I’m trying to press kick and snare as much as possible. Mostly when it’s switched off.
Edit: after some thought and looking at my agenda for February, I just can’t afford to waste time or risk failure on a 2nd DT. Time spent on the DT’s quirks, I’m already behind on lots of work. I’ll be asking for a full refund, and if possible might grab a MkI rhythm if there’s any left. Bass guitar and Cello samples will have to wait.
I wish you good luck with your decision. But in my case it was just pure misalignement. You can check this with a flashlight shining direct from above onto the buttons. Then the green board shines through the space between each button and faceplate. If it looks offset to one side you could try my method. All you need is a Hex ( or Allen) Screwdriver 2mm. In my opinion, there is no great danger to harm the digitakt - just use common sense and do it careful.
Anyway wish you the best.
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Returned and refunded with no hassle.
Will check it out again in a year or so with a new production lot.
But was happy to find out the AR is as capable with general sample play as it is with drum samples.
So, a few $$$ more for 2/3rd’s of the Digitakt, but a whole lot more in other capabilities.
Happy customer.