Back in Nov 19 I started having problems with the DT sticky button. I opened a ticket with Elektron which they replied that the machine still under warranty I could contact my retailer. Sent the DT to Sweetwater in the middle Nov 19 for review and then was sent by them in the middle of Dec 19.
I spoke to a Sweetwater rep and in the middle Jan 20, I was told that they haven’t received any word from Elektron yet and the DT has been with the for a month. I sent email to Elektron this week and yet no response.
Has anyone experienced this kind of problems with Elektron warranty service? How long it usually takes?
That’s not cool at all. I have had to send my rytm back twice since the middle of December and Elektron were super quick at responding to my initial emails, fixing and returning the unit. The last time I sent it back - I sent it on Wednesday and it was returned to me by Friday of next week. My retailer went bust so I had to send it to them directly.
My OT took longer when I sent it through the retailer…maybe around 3 weeks - I am in the UK though so somewhat closer to Sweden!
Elektron says not to email for hardware issues, you’ve got to create a support ticket. I’ve never had to do any return support with Elektron though, just checked their website to see if I could find a number for you to call and saw this at the bottom of the page.
Most people are generally pleased, anecdotally, in terms of responsiveness. However, it’s worth noting that if you sent the device on the 19Dec it would likely be having a quiet time untouched in an empty workshop over the festive period and as a result of that break they may be catching up on a backlog of written enquiries, throw the NAMM impact (if any) into teh mix and it will maybe not leave you with the best impression but it’s probably a bad time of year to judging responsiveness - that doesn’t help much, but “usually” won’t really apply here, you may have hoped for a helpful update by now of course, but it may just be more complicated if the return involves a seller - i think tickets about hardware issues are prioritised
Word, I think what Avantronica said is really exceptional advice, sometimes due to whatever real life stuff, holidays, etc stuff gets backed up even when a company is super responsive and on top of things. Responding to someone’s emails or tickets takes time, there are a limited number of humans working on the task, and you can’t always get to every task that you’d like to. At the end of the day, you’ve got to go home and make dinner and spend time with your family regardless. The most important thing is to always act with grace and understanding when working with support staff, which it sounds like you’re doing.
Sent by Sweetwater November 2019, received by Elektron Beg. Dec 2019 Sorry for the confusion here!
Yeah I totally understand the holydays + NAMM event, but just a simple feedback would have resolved the issue.
Someone is lacking communication and just like you said is more complicated with the seller involved.
I’ve only ever had a problem with an A4 mk1 years ago which I had to send back to Elektron and I was without it for a month. I think because I did it directly I got more clarity during the process and better service than I would have through the retailer. It took just over a month before I got it back… shiny and new.
Sorry to hear you sent in a Digitakt for the sticky buttons problem - I had the same with my Digitakt and I understand you wouldn’t want to void your warranty but you can very easily fix it yourself by unscrewing the top plate and carefully realigning it again. It’s a very simple unintrusive process and can be realigned a matter of less than a millimetre and it will solve the issue without causing any damage whatsoever.
There are multiple threads on the forum about sticky buttons. That’s how I found out I might as well do it myself.
I just sent my octatrack to get it fixed : buggy screen, broken knob by the previous user, and stick button (caused by liquid here), experience was really smooth and with minimum cost (around 70€ for the whole repair + shipping back) so I have to say support is quite awesome from my experience !
The difference for you from other cases described in this topic is that your DT probably went to Elektron’s US workshop rather than to headquarters in Sweden.
My Machinedrum went directly (not via a retailer) to Elektron’s US workshop in California and I was warned by Elektron that it would be several weeks for the repair to take place.
I had to go thru the seller, because I followed their instructions. It would’ve been better to work directly with them, maybe having a middle person is creating miscommunication on both parties
Why do Elektron want people to send the repairs via a reseller?, seems very wasteful when its got to go to them anyway, more opportunities for lose/damage.
In my experience (UK), returning the device via the reseller means free return shipping.
If you send direct to Elektron yourself, you have to pay shipping.
Sorry for the confusion here!