Over the past year I’ve bought a number of Elektron machines. Some new (RYTM) some newish (OT). But getting answers to questions and general support queries is pretty awful.
Their marketing promises ‘premium customer support’. Is waiting over a month for an answer and several open tickets with zero reply premium?
It’s the thorn in my side. I get better support from the boutique companies and even the big behemoths. So what are Elektron on this spectrum? Just ignorant?
I’M also getting frustration in this direction…
i have a broken unit wich i use professionaly everyday and and have no and again no response after two emails and customer support requests and days of waiting. zero response!
THIS PISSES ME OFF!!!
They’re slow, though I haven’t had experience with other brands. Been waiting for around 2 months for my analog four to get back from sweden. I’m not talking about response time to E-mails perse, but a repair. For what it’s worth; Elektron already apologized for the slow response time in another thread.
I don’t know which is more troubling; the lack of response from Elektron, or the fact that you have two machines that are only a year old, and already have issues - yikes!
They’ve not been physical problems, just software though in my opinion when you sell a product which relies heavily on software to function then these are as much of a problem as a physical problem.
Don’t get my wrong, I love the machines they sell they just need to address issues being raised. I would expect part of the premium cost should be going to the premium support they claim to offer.
sorry but i didn’t pay 1000’s of euros to get an apologize when something gets wrong…
I’m loosing money right now!
was it a mistake to make the OT the center of my setup??
I guess it’s just inconsistent. Sometimes you get a quick reply and other times you get nothing. I have one open ticket since August 1st which is still waiting a reply.
OH/EX/OH has hit the nail on the head.
It’s the inconsistency and unpredictability that is obviously getting up people’s noses.
My experience was speedy and flawless. I actually phoned Elektron when i suffered a sticky button on my MD. Cenk couldn’t have been more helpful, emailed me whilst on the phone to open a ticket! Sent it from the Uk the following day (Wednesday) Elektron received it on the Thursday, fixed and dispatched it on the Friday and i got it back on the following Monday. Only the weekend got in the way of getting it back within 3 dsys of sending it. The only bugger was the shipping cost from me the them.
I realise this doesn’t make it any less frustrating for those of you struggling to get responses but they can act swiftly when they want to.
Could it be a case of expanding faster than their Customer Support can handle effectively and consistently?
True, customer support is a bit slow at the moment. Sorry.
After the release of Analog Rytm, the support work load has increased dramatically - and unfortunately we have been too slow reacting to this. We are in the process of expanding the support crew, so things will get better. It will still take some weeks before everything runs smoothly though.
Again, sorry for any inconveniences our slow responses might cause. We are aware of this and are working to improve the situation.
Doesn’t really inspire confidence in the product, but then I don’t buy gear till its been out for 6 mths
when you get a more accurate picture about the machine.
Of course, I’m sure many of those support requests were stupid questions and user errors from bozos.
But it still feels like it was rushed to market, on top of the A4/AK release
Was reading this last night, and was thinking 'I must be lucky to get an answer back quick each time + I knew my Monomachine would arrive this morning, after sending it a month ago.
Payed like 300 euro for a new pcb (MnM wouldnt start up every time) + the 70 euro transport costs.
So this morning I get the MnM , I start up the device and it just doesn’t start up at all.
reading the pdf
‘We replaced the CPU and verified functionality.’
really annoys me.
So, I will have to send it again and pay again 70 euro?
A very, very big portion of the support mails are general questions about features, what is possible to do with the machine, set up-recommendations, questions about how a machine compares to other units etc. Those kind of questions explodes when a new product is released.