TC Electronic Customer Support

[monkeyboy1973]

Below is an extract of a support call raised......am I being picky here or is this shoddy customer service? (also pay attention to the dates). Thread reads from bottom to top.

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Discussion Thread Customer (Jago)08/05/2009 03:01 PM
Sorry Rune that is no answer. TC (the company you work for) own the Fabrik product which I have purchased. TC have recognised a fault that I have logged. I do not think it is too much for you to speak to your own people and try to obtain a date when they think it may be fixed.

Would you be happy if you were treated this way when you had asked a perfectly reasonable question to a known issue?
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Response (Rune)08/05/2009 02:52 PM
Hi,
As mentioned I do not have any specific information on this at this point. Vague or not, I do not have the information you seek.
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Customer (Jago)08/05/2009 02:40 PM
Still no update......why delay? No so good customer relations. Appreciate the hard work on the Virus, but hey don't undo it by not giving un-realistic or vauge answers to other issues.
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Response (Rune)05/26/2009 10:03 AM
Dear Jago,
I don't know. I know it is 'on the list', but I can't say how far they have gotten with it. I can however assure you that it is being looked into and will be fixed as soon as possible.
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Customer (Jago)05/25/2009 07:59 PM
Hi Rune. When will we get a delivered fix for this?

Thanks

Jago
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Response (Rune)04/24/2009 02:09 PM Hi Jago,

Thank you for getting in touch with us.
This issue is already being reviewed by our developers. To my knowledge they have everything they need to reproduce and resolve the issue quickly.
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Customer (Jago)04/24/2009 09:47 AM

I have noticed that when loading FabrikC with combo of other TC plugs on same DSp that noise/crackles/distortion is present. E.g
1. In logic set up a basic sculpture synth. Fine
2. Added Fabrik C. Fine
3. Added Classic Verb. Crackles appear.
4. Removed Classic/Added MegaReverb. Crackles.
5. Removed FabrikC. Crackles Stop.
6. Added Fabrik R. Crackles are back.
7. Bypass FabrikR. Fabrik C works ok
8 Bypass FabrikC and FabrikR works ok.
9. Run them both and the distortion returns.

Thanks

Jago

[anon]

Definitely shoddy customer service, I have had some experience with TC myself, its almost as tho they just can't be bothered, still if you complain enough they will have to deal with your issue, shouldn't be that way tho.

[Igotsoul4u]

TC is historically terrible with customer service which is why I have never been able to buy anything from them.

[fiddler59]

I actually had a very good customer support experience with TC Electronics. My SK48 went dead. I e-mailed them about it and they replied promptly with a RA #. I sent them the unit and had a new replacement unit in less than 2 weeks.

David B

[zebastian21]

Originally Posted by fiddler59

I actually had a very good customer support experience with TC Electronics. My SK48 went dead. I e-mailed them about it and they replied promptly with a RA #. I sent them the unit and had a new replacement unit in less than 2 weeks.

David B

same here...I had a powercore that I accidentally connected thew wrong way and died..its was under warranty and they sent me a brand new one right away.
Also if you look for an answer to a software bug related, the users forum is where the people behind the software development check with the users about bugs and other issues.
the answers you received is completely common when you report bugs and expect an answer, not just from Tc .
Next time report the bugs on the users forum, and if more people have the same problems than you do then its more likely someone will look into it.

[Whitecat]

Well, the fact is, if they don't have the info then they don't have the info. Would you rather they said "yes, a fix will be available in exactly two weeks!!" and then have that target missed because of problems in beta, or whatever? You'd be mad, again. It's great you've identified the fault, they can reproduce it, there likely WILL be a fix at some point, but software companies rarely give timeframes for exactly the reason I just mentioned. I'm afraid in this case I'm more on TC's side of things.

[gundam]

I had a terrible experience with TC support regarding a pair of Dyn BM-15, one of which stopped working after a few days after purchase. I called the US tech support but the number on the registration card must have been old because it was simply disconnected.

After sending an email to TC, a guy from the headquarter Europe answered back telling me he would be the one to handle my problem! When I replied that it was nonsense that a guy from Europe should solve my problem, the 'customer care representetive' told me I was either gonna accept their way to handle the problem or get lost.

Thanks to the folks at alto music, things got straightened up in the end as they got hold of a tc electronic US rep and so I just returned the speakers to the store.

I only have a TC4000 but that's as far as I can go. They can keep their entire line of products as far as I'm concerned.

[monkeyboy1973]

Originally Posted by terminal3

Well, the fact is, if they don't have the info then they don't have the info. Would you rather they said "yes, a fix will be available in exactly two weeks!!" and then have that target missed because of problems in beta, or whatever? You'd be mad, again. It's great you've identified the fault, they can reproduce it, there likely WILL be a fix at some point, but software companies rarely give timeframes for exactly the reason I just mentioned. I'm afraid in this case I'm more on TC's side of things.

I disagree. I work in the IT industry within the delivery of software enhancements and new functionality to major clients in various sectors. One of the first things after we have defined the requirements is to obtain leadtime. While we may not get a completely accurate delivery date from the suppliers, we will get a date. My customers would not be happy with, "sometime"...."I cannot answer that" and I would soon be looking for a new job. This is why I am having a gripe.
Sure my issue pales into insignificance compared to this example. But the point still remains, good customer service should be able to provide the customer with an answer. If that means communicating with others in your company to obtain that answer - fine. But please do not sit back and just plead ignorance!