| StoreTags: studio love, customer servic, rapid
Author: Zanf on July 21 2007 Viewed 2583 times. 14 people liked this blog. You can rate it below if you haven't already.
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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
07/23/07
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Zanf
The acoustics in my room are weird - the size of it is 14 ' by 10' and 10' high. Its very live sounding but I am used to it enough to know how it affects the mix [to a degree].
The plan now is to build a frame for my bed so its about 7' off the floor and then cover everywhere, including the ceiling, in selfbuilt fibreglass basstraps.
07/23/07
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Zanf
^ and turn the whole studio around 90 degrees counter clockwise - my gear has gone on this constant merry-go-round of facing the window then the wall then back again, etc etc adnauseam
07/23/07
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bbwax
i have been known to almost tear up after a particularly good customer service experience. beside just being the right thing to do it certainly can do wonders for word of mouth business from new customers, not to mention repeat business from a helped customer.
11/03/08
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mookid
I used to have one of those Teac 4-tracks. It had a lovely warm sound to it.
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