| StoreTags: studio love, customer servic, rapid
Author: Zanf on July 21 2007 Viewed 2590 times. 14 people liked this blog. You can rate it below if you haven't already.
People who enjoyed reading this: mixedtape, ignatius, jdg, astroid, Otterfan, Analog, bodo, deltasleep, celibacyclub, RRine, yghartsyrt, energygiant, mlbot, bbwax
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I just wanted to blog about the amazing customer service Ive had recently.
I won an auction for an Eventide H3000S recently and it cleared customs yesterday and I collected it then.
I only had a chance to plug it up today to play around with it and test it out. Within about an hour, a strange fault developed. The screen started to flicker in time with transients from the audio signal.
I emailed the seller through ebay, who responded quite quickly and said that it could have possibly been damaged in transit and to get in touch with Eventides customer support. He also said about a 'user repairable faults' page on their site.
Whilst I was reading his reply, another fault developed - it started to repeatedly and constantly 'reboot' with aloud clicking noise, like a relay switch flicking.
I then decided to email Eventide and thought that I wuld have to wait until late monday for a reply.
I had just got back to trying a few other things on the eventide when I got a notification that I had mail.
Richard from Eventide had emailed back with a link to the user faults page and a few suggestions. On reading the page and following its advice, I mamanged to resolve the issue within minutes. [it was a loosely seated power jack connection on the internal board].
This kind of rapid response from a customer service department has [and I dont use the term lightly] completely fucking astounded me!!
So a big thanks to Richard Factor from Eventide and to Dave, agerx on ebay!!!
Also, my Focusrite Liquid Mix decided to pack up the other week.
It refused to see that it was connected to my PC's firewire port. This only occured after I had installed the latest driver release [the new version 2 with EQ sidechain!].
After a few email exchanges with Oliver from Focusrite, it was decided the best thing to do was return the unit to Digital Village, from where I purchased it.
When I got there, I saw the guy who sold me the unit, who instantly said that he would just swap the unit over for a new one but I would have to wait a week until they got one in stock.
I went today and he was on holiday but had left clear instructions about the situation and it was a completely painless collection with smiles all round from the rest of the staff.
So another major thanks to Oliver from Focusrite and Ian Ellerker and Gordon from DV, in South Croydon.
All of these people have been courteous, pleasant, helpful and quick to deal with the issues I have had. It has been completely stress free and has put me in such a good mood that it can only be beneficial to my time in my beautiful studio!!
Now all I have to do is throw out my bed so I can fit it all in!! | |
Comments
07/21/07
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Roshi
Good to hear. I think it rather sad that we get excited nowadays when we get good customer service.
Rather than the days when we *expected* it.
Standards have fallen, sadly.
07/21/07
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ignatius
glad you got the eventide sorted. power supplies getting wiggled around on shipping is a common thing. nice to have reassuring experiences like that.
07/21/07
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lowlifi
Eventides were the greatest thing ever in the studio, back in the 90's..
..btw, does Bill Cosby know you have his sweater?
07/21/07
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Zanf
haha....thats actually a towel!
I have to thank you as well steve for the info and advice youve given about the Eventide.
07/22/07
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deltasleep
Theres a huge difference between a smaller company like eventide and a big one like Roland or M-audio. If you've ever tried to use a Roland manual, or to get some actual help from m-audio you know what I mean.
MXL has fantastic customer support, as well. They were very helpful when I needed a part for a $20 item. You don't see that much from electronics manufacturers.
07/22/07
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minim
Eventide is a great company when it comes to support. They really do care about their customers and what they are selling.
Zanf, there is a great Eventide Yahoo Group as well.
link
Any question you have can pretty much be answered in there. Have fun with the H3000S!!!
07/22/07
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ricemutt
yeah, I remember when I had a problem with my control freak. I had someone on the *phone* with me, same day! I thought that was crazy....
07/22/07
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astroid
hot stude pics
07/22/07
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Geddupnoise
Thats great, having good customer service usually makes the rather painful act of returning something pain free.
oh and Richard Factor sounds like teh name of a pornstar.
07/23/07
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yghartsyrt
wow. zanf that's really superb service.the one from ableton comes close, but even that is not that amzing. coo. good to know you got things sorte.
but clean up your studio your freak. this place looks like a dumpster.
07/23/07
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scan
Two things that bug me: 1. Seemingly endless tonepad operators. 2. Any companies that send support overseas. sonycough
Two things I like: 1. Personable (real?) support staff. 2. Follow up calls.
Nice setup btw, do you do graphic design Zanf?
07/23/07
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energygiant
nice towel!
07/23/07
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energygiant
hows that behringer preamp? worth the monies?
07/23/07
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mlbot
I love this blog.
You would think excellent customer service would be more common... I mean, how often do us mucisians decide "golly, I think I have enough gear now!"
Also, I love all of your acoustic-clutter in your studio! Cuts down on standing waves?
07/23/07
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Zanf
its not a behringer preamp - its a T1952 compressor. Its ok - I got it quite cheap secondhand but Ive recently purchased quite a few original Mullard ECC83/12AX7 valves are so Im going to replace the the Sovtek ones in there. Ive already done this on the TLAudio 2011 EQ which sounded warmer.
I should run some recordings through it to do a before and after test to actually see if there is a major difference.
scan - no Im not a gfx designer. I did used to do some web dev but since I got 2 x 17" CRT's about 3-4 years ago, I cannot work on only one screen - I love having my arrangement on one screen with the mixer on the other & all my VST's, when using Cubase and then when using Abes Live, the apps on the left & all my plugs on the right.
At one point, I did have multiple desktops set up and then dragged the cubase window down so it was twice the height. I would have rewire apps on another desktop, soundforge on another, etc. I love screen estate!!
When I saw the 19" widescreen available, they were only about £120 each so I treated myself one for christmas and one for my birthday!!
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