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Charter Oak don't return gear sent in for service Condenser Microphones
Old 3 weeks ago
  #61
Gear Addict
 
Dzilizi's Avatar
This is how I see it. Broken unit, can't fix it because they can't get the parts. Can't replace it because they have orders for all the units they are currently manufacturing.

Why else would he have to "buy" one to replace the broken one?

And maybe at some point before a year had passed, either the OP or the owner should have mentioned just giving the OP a refund.

This is very bad customer service. And I definitely don't work for a competitor. But I did work retail for many years.
Old 2 weeks ago
  #62
Gear Nut
I had just put a CO product on my shortlist last week ... needless to say it is now removed.

I live in Ireland so every manufacturer is in a different country so I have take some risks sometimes and forums like GS are very useful.
Old 2 weeks ago
  #63
Gear Addict
 

Definitely not buying anything from this company. Even putting aside the completely inexcusable situation which prompted this thread, the response should have been two sentences long: "I sincerely apologize; we ****ed up. Your refund/replacement unit has just shipped."
Old 2 weeks ago
  #64
Gear Addict
Quote:
Originally Posted by TimS View Post
Definitely not buying anything from this company. Even putting aside the completely inexcusable situation which prompted this thread, the response should have been two sentences long: "I sincerely apologize; we ****ed up. Your refund/replacement unit has just shipped."
I'm thinking this company (or the owner for that matter) doesn't have the financial ability to satisfy the complaint...tlindaas asked for a refund 3 days ago....Actually, that's the last post he's posted now that I'm looking....Hmmm....moon
Old 2 weeks ago
  #65
Lives for gear
 
ionian's Avatar
Quote:
Originally Posted by tlindaas View Post
What are realistic (meaning cost-effective) options, given a dispute such as this, when seller and buyer are in different countries?

Quote:
Originally Posted by javamad View Post
I live in Ireland so every manufacturer is in a different country so I have take some risks sometimes and forums like GS are very useful.
That's the rub right there - it's difficult if not impossible to get satisfaction sometimes when the company is in a different country. Or at least not satisfaction that doesn't exceed the financial cost of the item, and frustratingly enough you have to sometimes just walk away. It's always made me think twice about ordering from foreign companies, which shouldn't be the case and I do maintain a short list of foreign companies (to me) that I can trust. Both Buzz Audio and Elysia are amazing companies and any question or problem I've had, I've always gotten a response in under 24 hours and to be honest, those are the only two foreign companies I've come to trust to not leave me high and dry.

I had a similar horror story with Elektron and it really soured me on giving chances to smaller foreign companies. I was an original buyer of a SidStation. After a few years a pot got wonky on it - you know the deal - spin it one way and values go the other or jump all over the place. Anyway, it's long out of warranty so I email Elektron and ask them if they can give me a part number so I can bring it to a local tech to replace the pot because I don't want to ship it back to Sweden for just a pot.

I get a reply and the half from them, filled with the usual BS - the pot is special, they're the only ones who have it, they're the only ones who can replace it, no one else can work on the SidStation, etc. So I send it back to them (at my expense) and then they end up keeping it for the better part of a year. Every time I contact them, they have some new excuse. It's a Swedish national holiday, no one's going to be into work for a month, the pots are backordered, their tech guy went on holiday with his family, etc.

Eventually after pestering them for a year they finally repair the SidStation and send it back - all at my expense. Remember, this was an out of warranty repair so I paid for the repair AND the return shipping.

Anyway, the SidStation returns in even worse shape then it went out. It was now suffering from some horrible ground fault and any time you plug a midi cable AND a patch cable in, the unit goes nuts...makes crazy sounds, the LCD screen flickers on and off, goes blank, etc. Just plug one cable in, and it's fine. Both, and it goes nuts.

So I contact Elektron and they tell me it sounds like a ground fault. They'll repair it, but I need to send it back to them again, AT MY EXPENSE.

What can I really do at that point? I now have a busted SidStation and no real legal recourse. I can't trust Elektron to not break it even more. So I just throw my hands up and walk away.

The only thing I can do is put Elektron on my short list of people never to buy from and let others know the same. I make a living as a keyboardist and lots of people ask my opinion on sessions or when they're at my studio or on gigs about what stuff I like, and especially the younger kids ask about Elektron and I've always pushed people away from Elektron, for their own sake by telling them my story and that the problem isn't if it breaks while you can still return it to the store, the problem is when it breaks OUT of warranty and Elektron tells you that you have to return it to them only. And that they've proven they're incapable of repairing their own machines and they can't be trusted to make a competent repair in a timely manner.

What some of these companies don't take into account is that by burning a customer, not only are you losing that customer but you'll have that customer pushing people away from their products for years and the lost sales accumulate. Over the years I've had plenty of people come to me and ask about Elektron, and I've always told them my story as experience and given my strongest opinion that they can't be trusted. And I still know a lot of these people and know none of them have gone on to buy Elektron gear so in a sense, you make a few dollars off a fraudulent repair, but you lose a good number of sales as a result.

But yeah, I've been there and it's frustrating - the internet makes it easier and easier to do business across continents but it's not any less easier trying to get problems resolved when they do happen.
Old 5 days ago
  #66
Gear Nut
 
_Bender_'s Avatar
 

So it's after the Holidays, did he make good on his latest promise?
Old 4 days ago
  #67
Lives for gear
 
toledo3's Avatar
 

Sounds just a slight bit worse than the experience I had with a company whose name rhymes with shmees peas. At least I ended up with something that fit the description of what I ordered, after over a year of *repeatedly* nagging to receive a working mic that was the spec of what I paid for... after first receiving something with the wrong mic capsule, that was wobbly inside. And the manufacturer basically going "yep, that is how it should be".
Old 4 days ago
  #68
Gear Maniac
 

Thread Starter
Quote:
Originally Posted by _Bender_ View Post
So it's after the Holidays, did he make good on his latest promise?
It's in production, with deadline February 15. I think it's finally happening :-)
Old 4 days ago
  #69
Gear Maniac
 
digitalog's Avatar
Too long didn’t read.
So why the f*** couldn’t they just send you a new unit and avoid all this crap?
Old 4 days ago
  #70
Lives for gear
 
paul brown's Avatar
Quote:
Originally Posted by digitalog View Post
So why the f*** couldn’t they just send you a new unit and avoid all this crap?
Because they seems to be only a he...
Old 4 days ago
  #71
Here for the gear
Quote:
Originally Posted by tlindaas View Post
It's in production, with deadline February 15. I think it's finally happening :-)
"I'm sure Lucy won't yank the football away this time" said Charlie Brown
Old 4 days ago
  #72
Here for the gear
Quote:
Originally Posted by paul brown View Post
Because they seems to be only a he...
If its only a "he" it should not be too hard to pick up the phone and call one of his two distributors that have 3 brand new units for sale on Reverb and have them ship one to this very patient customer and put this whole mess to bed.

Or he could have bought the brand new one that sold on ebay yesterday for $1575 from a Authorized Dealer ( up there since Sept 09th) and sent it to him or simply have given him his $$ back.

If cash flow is the problem say so , people can understand that and will respect the honesty.
To come on here and lay blame on a community that looks out for one another and in some paranoid delusion brand anyone that dare to have an opinion on the matter an agent of your competition does more to damage the brand than anything the OP so rightly said.
Old 11 hours ago
  #73
Gear Guru
 
John Willett's Avatar
 

Quote:
Originally Posted by toledo3 View Post
Sounds just a slight bit worse than the experience I had with a company whose name rhymes with shmees peas. At least I ended up with something that fit the description of what I ordered, after over a year of *repeatedly* nagging to receive a working mic that was the spec of what I paid for... after first receiving something with the wrong mic capsule, that was wobbly inside. And the manufacturer basically going "yep, that is how it should be".
I can quite understand how a mic. would be designed to have a "wobbly capsule" if it was internally shockmounted.
Old 11 hours ago
  #74
Lives for gear
 
kennybro's Avatar
Quote:
Originally Posted by 12strings2hands View Post
"I'm sure Lucy won't yank the football away this time" said Charlie Brown
Yeah, be interesting to see if he finally steps up and replaces the unit. But after two years wait, the problem is long beyond just bad gear. Unfortunately, there is no way to solve the core issue. Horse is out and run away. Closing the barn door now is too little, too late.
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