Using my guarantee

Jorgen1005 · 2014-07-11T18:34:52.000Z

Hi! My A4’s yes/save button is a bit broken… i think.
Sometimes nothing happen when i click it, and sometimes when i click it it just goes mad with YESYESYESYES. For example when i click save, it goes mad and i can’t name the sound and stuff…
It’s not a crisis but it’s just kind of annoying…

And what i was wondering about was, if this is a good enough reason to try to use my 3-year guarantee to fix this?

If so WHAT do it do and how do i it? Do i contact Elektron or do i have to go to their flagship-place and deliver it?

I appreciate your help

Thanks

the_dreammer · 2014-07-11T18:44:05.000Z

First of all…

Yes, it sounds like something you would use your garantee-blabla for…
I would … so here is how it works (mine never broke, but this is what i read).

First of all… tell elektron, your machine is funky… so go to their website.
and place a support ticket… As far as I know, you can only place a support-ticket
when you and your machine are registered on elektron.se … If you never did.
your going to need your serialnumber (found underneath your machine).

Elektron, will probably tell you, that if its a hardware to return it to sweden
VIA the music-store you bought it from… So that means you gotta let your
suplier know, there is something wrong…

Last thing… there is a good chance, that elektron wants some proof of date-of-purchase.
(that means they want the bill of sales…) if you dont have it anymore… ask your suplier if they can print out a copy… I am sure your machine is still in there sales-database somewhere…

Now, sometimes… the nice folk at elektron.se reply quick and speedy…
though sometimes it takes ages… so be prepared for a long sit to wait for answer.
they know there a bit slow… and promised that they are working really hard to be speedy.
so sorry, i cant garantee you, you have answer within 48hours or something.
I do know, that when they got the time… they are really nice and helpfull… and sooner or later they will have time

so my todo list would be:

open support ticket
call musicstore
hoping that all goes well and speedy…

normally i would say, enjoy your machine, but thats a bit eh asshole-ish.
so i am just going to say, goodluck on your quest to a working device.

Jorgen1005 · 2014-07-11T18:56:06.000Z

Okay thanks!

BUT i forgot to tell you… That i bought this used from another person!

I got the receipt sent to me when i bought it, BUT i can’t register it because it’s already been registered!
He told me that i could use the 3-year guarantee anyway…

WHAT do it do?

poonti · 2014-07-11T19:08:16.000Z

If you have the receipt, you can scan it I think and mail it to Elektron, and Elektron will un-register the machine so you can register.

In order to do that, you’ll have to open a general ticket at Elektron, not one tied to a machine. Then you can go ahead with the machine replacement support ticket.

You should be fine - it will just take a couple emails/tickets to Elektron to sort everything out.

the_dreammer · 2014-07-11T20:03:22.000Z

When i tried to register my secondhand monomachine.
I did not have receipt… and could not get it registered to my name (even with help from elektron), untill
the previous owner was kind enough to unregister it under his name…

But I can imagine a scanned copy of proof of sale, makes a big difrence…

So I agree with poonti … first sort out the “unregistered” machine problem,
by opening a ticket… explain problem, and include scan of proof-of-sale.

TrabanT · 2014-07-11T20:40:50.000Z

to the OP … i had kinda both your problems… elektron.se is a FINE company! helped me, fair, efficient, recommendable

poonti · 2014-07-11T21:22:01.000Z

""the_dreammer"":

When i tried to register my secondhand monomachine.
I did not have receipt… and could not get it registered to my name (even with help from elektron), untill
the previous owner was kind enough to unregister it under his name…

But I can imagine a scanned copy of proof of sale, makes a big difrence…

So I agree with poonti … first sort out the “unregistered” machine problem,
by opening a ticket… explain problem, and include scan of proof-of-sale.

Yes, I actually unregistered/registered my MD with the only proof being the ebay/paypal transaction with the original owner, since he had completely disappeared off the face of the earth - so I couldn’t get any other proof to allow Elektron to unregister it.
They obviously want to avoid having stolen machines unregistered and registered, but if you can prove you’re the new owner, it’s all good!

Jorgen1005 · 2014-07-11T21:51:18.000Z

Ah lots of thanks guys!
Just one more question…

Is this the right email adress to send to? (Info@elektron.se)

the_dreammer · 2014-07-12T03:13:11.000Z

I think its their email adress,

But, i do think the chaps at elektron apreciate it a whole lot, if you register on
elektron.se . make an acount… and really open a support ticket…

this makes it easier for them, to keep track of all the problems they gotta fix/solve/help with… Sending a direct email, will probably just make things more elaborate…

To be honest, everybody mentioned the support-system on their website.
I think everybody expected u to have a user-account there…

Please use it… its just how the cookie crumbles…

continuous · 2014-07-13T06:02:33.000Z

On that note… Can anyone tell me if they received a response when they registered online. I would think they would at least have an auto-response email generated when registering online!?

poonti · 2014-07-13T14:46:23.000Z

No repsonse, as far as I remember… having your account show that you have a machine registered is basically the response I think…

the_dreammer · 2014-07-13T14:58:11.000Z

I remember the same thing as poonti…

It should be clear… you create acount… you login… you register your machine… and this list of registered machines starts to appear…

when creating a support-ticket… you can choose 1 of your registered machines from the list…

its not rocket-science, or building a sky-scraper…

continuous · 2014-07-13T16:40:07.000Z

Thanks much - I had missed the “Registered Machines” section. All is well. Encoder F has been quite wobbly since unboxing so it is reassuring to know it’s registered correctly.