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Viewing 12 posts - 16 through 27 (of 27 total)
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    Posts
  • March 5, 2010 at 7:20 am #108199
    McHaven
    Moderator
    Quote:
    I sent in a pedal still under warranty repair. They were good with replying to emails when I was inquiring about what to do. However, that’s where it stopped.

    Do you hear about your repair order when you send it in or get an ETA? According to my shipment tracking, they’ve had it for over a week now. No response from voicemails and emails too. I’m starting to feel like I just threw my pedal into a black hole.

    Typically, no. They may send an email when it ships out, or you’ll get a notification of some kind.

    March 22, 2010 at 12:09 am #108705
    Fender&EHX4ever
    Moderator

    I just had another fabulous customer service experience with Electro-Harmonix.

    I sent in my 16 Second Digital Delay Reissue to have the modification to the Course slider, and also to have a repair done because the slider tip had broken off.

    The cost was minimal, and the turnaround was super-fast. My phone contact got in touch with me quickly and was very friendly and helpful.

    Cheers to EHX !!!

    February 18, 2011 at 9:53 pm #114371
    cbellcastro
    Participant

    My experience with getting my 2880 Looper repaired has been a nightmare. Electro Harmonix’s customer service has been non existent. I left messages and emails for a week with nor reply, about sending in my 2880 Looper for repair. My 2880 just randomlly stopped working and also suffered from the non working factory USB issue. I was starting to think the company had gone out of business. Finally I got a hold of the operator, I called her back enough times to the point where I felt that I was harassing her. She eventually got me connected to someone who got me a RA# and told me the turn around time would be about two weeks, and it be back in my hands. It’s now been a month and a half, I have been leaving messages and sending emails, and I still have no idea what’s going on with my 2880 Looper. This makes me never want to buy from EHX again, as the pedals like the 2880, HOG, Memory Man, etc are sensitive to shock and trying to get one repaired is harder than passing a new law through congress. Needless to say the 2880 has been pulled from my live set, and all of my future EHX purchase will be heavily thought out before hand.

    February 18, 2011 at 10:02 pm #114373
    KartoonHead
    Member

    As long as they keep telling me that their online product registration form DOES work and that it’s MY fault, not theirs, I’m not saying one good thing about EHX customer support. It’s quite obviously a validation issue with what the form will and won’t accept and something in my details that it won’t take. It’s been said before that if you enter a load of crap into the form, just random words, that it will often accept it, but won’t take it when properly filled out. I’ve emailed my details to them asking them to enter them manually and they’ve refused to do it because they say the form works and I should ‘reset’ my browser.

    What ever happened to ‘the customer is always right’? Anyone else would think they stop giving a shit as soon as a unit leaves the shelf.

    February 21, 2011 at 1:10 pm #114421
    C.J.
    Participant

    the customer is not always right. that’s why that phrase doesn’t mean anything.

    February 21, 2011 at 6:04 pm #114423
    Effectology
    Member

    What is you RA#?
    I will pass it along to the right people and they will find out whats up.

    Quote:
    My experience with getting my 2880 Looper repaired has been a nightmare. Electro Harmonix’s customer service has been non existent. I left messages and emails for a week with nor reply, about sending in my 2880 Looper for repair. My 2880 just randomlly stopped working and also suffered from the non working factory USB issue. I was starting to think the company had gone out of business. Finally I got a hold of the operator, I called her back enough times to the point where I felt that I was harassing her. She eventually got me connected to someone who got me a RA# and told me the turn around time would be about two weeks, and it be back in my hands. It’s now been a month and a half, I have been leaving messages and sending emails, and I still have no idea what’s going on with my 2880 Looper. This makes me never want to buy from EHX again, as the pedals like the 2880, HOG, Memory Man, etc are sensitive to shock and trying to get one repaired is harder than passing a new law through congress. Needless to say the 2880 has been pulled from my live set, and all of my future EHX purchase will be heavily thought out before hand.
    February 21, 2011 at 6:15 pm #114425
    KartoonHead
    Member
    Quote:
    the customer is not always right. that’s why that phrase doesn’t mean anything.

    You obviously have no understanding whatsoever of what the phrase actually means then. Thanks for your input though, really intelligent addition to the thread, you complete and utter tool.

    February 21, 2011 at 7:00 pm #114428
    RL (EHX Staff)
    Member
    Quote:
    As long as they keep telling me that their online product registration form DOES work and that it’s MY fault, not theirs, I’m not saying one good thing about EHX customer support. It’s quite obviously a validation issue with what the form will and won’t accept and something in my details that it won’t take. It’s been said before that if you enter a load of crap into the form, just random words, that it will often accept it, but won’t take it when properly filled out. I’ve emailed my details to them asking them to enter them manually and they’ve refused to do it because they say the form works and I should ‘reset’ my browser.

    What ever happened to ‘the customer is always right’? Anyone else would think they stop giving a shit as soon as a unit leaves the shelf.

    I am sorry to hear about your experience. No one at EHX implied that it was your fault. Asking you to rest your browser was only a step in troubleshooting the issue. The online registration system was implemented in December and has proven largely trouble-free for the majority of players who have used it. However, it’s obvious from your problem that we are still experiencing some startup issues which we are working hard to resolve.

    If you still cannot register online please fill out the registration card that came with your product and mail it to us. If you have any questions please contact us at info@ehx.com

    February 21, 2011 at 7:10 pm #114416
    C.J.
    Participant

    Sorry. I guess I should have elaborated.

    i was just saying that “the customer is always right” is wrong and misleading. it’s the #1 customer service myth. it actually helps promote BAD customer service.

    http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/

    now, that doesn’t mean that companies can just ignore you or give you bad service on purpose. what should be taught to customer service employees is:

    * The customer always deserves to be treated as if he or she is important and his or her opinions, needs, and wants are worth listening to.

    Please don’t call me a tool. You don’t know me.

    February 21, 2011 at 8:00 pm #114417
    KartoonHead
    Member
    Quote:
    Please don’t call me a tool. You don’t know me.

    And my experience of poor customer service from EHX is nothing to do with you, so why chime in with silly smart-arse comments? Does it offend you that I think EHX customer support isn’t very good? Do you feel some need to tell me I’m wrong for thinking that I should get a better service from a multi-national company such as this? I’m not happy with the service with which I have been provided and am trying to put this point across for anyone else to read who might have issues with claiming their warranty online, and you think it appropriate to have a go at the meaning of a phrase that I used in perfect context to illustrate my point?

    Seems like the sort of thing a tool would do.

    February 21, 2011 at 8:08 pm #114418
    C.J.
    Participant

    I’m sorry. Let’s drop it.

    February 21, 2011 at 8:42 pm #114420
    cbellcastro
    Participant
    Quote:
    What is you RA#?
    I will pass it along to the right people and they will find out whats up.

    Quote:
    My experience with getting my 2880 Looper repaired has been a nightmare. Electro Harmonix’s customer service has been non existent. I left messages and emails for a week with nor reply, about sending in my 2880 Looper for repair. My 2880 just randomlly stopped working and also suffered from the non working factory USB issue. I was starting to think the company had gone out of business. Finally I got a hold of the operator, I called her back enough times to the point where I felt that I was harassing her. She eventually got me connected to someone who got me a RA# and told me the turn around time would be about two weeks, and it be back in my hands. It’s now been a month and a half, I have been leaving messages and sending emails, and I still have no idea what’s going on with my 2880 Looper. This makes me never want to buy from EHX again, as the pedals like the 2880, HOG, Memory Man, etc are sensitive to shock and trying to get one repaired is harder than passing a new law through congress. Needless to say the 2880 has been pulled from my live set, and all of my future EHX purchase will be heavily thought out before hand.

    Thanks for the offer of help. I appreciate it as I was frustrated… but I have some great news on my end. I missed a call from EHX this morning, and finally got through this afternoon, my 2880 is ready to be mailed out today. I was told that an email was sent out, but I couldn’t find it and don’t really want to go through my spam folder to try and find it. I’m stoked, I realized how much that I really missed my 2880. Apparently the whole 2880 went bad, the engineers replaced one piece at a time, just to have another become non operational. Poor guys had been working on fixing the problems only to end up scraping it and sending out a new one. So to anyone who has trouble getting through to customer support, be diligent, the employees are really nice once you meet their acquaintanceship. Thanks EHX, I look forward to seeing my 2880 soon.

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