Hello, I recently e-mailed EHX customer support regarding a replacement part for my Bass Big Muff Pi.

I sent:

Hello, I’m having trouble tracking down a replacement pot for the Bass Big Muff Pi

It managed to snap off in my pedal case. I’d just like to buy a pot and throw it in myself vs sending it off to a repair shop. Where can I find one?

A fella named “Chip Scooter Dugan” replied:

Hello. We do not have technical support via email or web. If you want to send in your unit for repair we can take a look at your unit.
Regards,

To which I replied:

Hi, I’m not looking for technical support or a repair. I’m simply asking where I can find a correct replacement part.

And received in response:

Hello. That is technical support. We do not have the technicians answering the emails so that they can either repair units or create new ones. We have many, many pedals so that is not something they can figure out at the top of their heads. They will have to open up a Bass Big Muff.
Let us know if you would like to send the unit in for repair. Its a flat $25 fee.
Regards,

I paid $85 towards the support of EHX in purchasing this pedal, and when a cheap part broke, one easily replaceable, I was pushed to give another $25 to EHX, as if buying the pedal wasn’t enough to win the respect that any customer of any company should receive.

Granted, I didn’t specify that it was the volume pot in specific, but I don’t believe that would have mattered. There are three knobs inside of the Bass Big Muff Pi, and I’m sure the volume pot as well as the other two are extremely common. I should have expected a reply that said something to the extent of:

“Which potentiometer broke? We can easily find out which potentiometer is used on our own, or you could look at the label on the potentiometer itself, and we can send you the part in need for a small fee”

Instead, I was asked (twice) to shell out $25 for something that would cost EHX about 50 cents and the time it takes to open the pedal, unsolder the old pot and put in a new A 100K log potentiometer.

I feel that EHX “customer support” should care about having a good name to the gigging musician. After an experience like this, why would I ever want to do business with EHX again? Why would I ever suggest that another musician check out their gear? Is it really worth making an extra $25 over winning the heart of a customer?

I could give EHX customer service a 3 out of 10 for responding to my e-mail and telling me how I can send it out for repair, specifically in a way that would further inflate the profits of EHX off of my dime. I am still perplexed as to why it is so ostensibly impossible to tell me how to procure a common EHX part.

After some research, I found this website: http://www.futurlec.com/PotRot.shtml which seems to have the part that I need. I’ll be saving $24.45 and EHX will be losing the potential of a loyal career customer.

Thanks, Chip.

-Lee