Disappointed with Egnater....

[Jammers5]

I have a Rebel 30 head, love the amp and tones, but back in December (one month old amp) the footswitch baffed out. I emailed Egnater and Nate responded very quickly to package up and send him the footswitch and he would send out a replacement. They received the footswitch the 3rd week of January, and I still don't have my replacement. I enquired two weeks ago via email to Nate and he did not respond. I also emailed this morning again, and still no response.

Sorry guys, but that's not good enough.To be honest, I don't want to hear excuses about how the amps are shipped from China, or there are bad tubes 3% of the time yadda yadda. This is purely a customer service issue. 2 weeks no response. 3 weeks since you received my foot switch. I should have it by now (I'm in Canada) I paid $17 to ship this footswitch back to you guys - as much as the footswitch is worth I'm sure! Maybe I should send you the bill for that too?

This is a real disappointment for me. I mean, I love the amp. It sounds incredible. What concerns me most is when the tube blew 2nd day I had it, I had two replacement tubes RUSHED to me and I received them in no time. This time, slow service and no response to my emails?

Take care of your customer!

J5

 

[jmgman69]

WOW man that sucks!!!

 

[gtr31]

Jammer have you tried calling them .
I certainly understand your frustration .but sometime email .just does not work sometimes or they have an inbox that is full.
At any Rate I am sure Bruce will quite possibly respond to this thread .Try maybe sending him .Jeff a PM here as well .
I am sure they are not ignoring you .
Also have you contacted Moog audio they can probably get you the switch if they have it in stock.
Good luck

 

[Jammers5]

No I did not call, as I had corresponded previously by email. I did finall y receive an email from Nate yesterday evening, saying they had to wait for a shipment(what, no stock for warranty claims?) but he did not answer when I could expect it, and what the tracking # on the shipment.

I took a chance on this product when I bought it as there are no dealers here on the East Coast of Canada. I love the amp and geGt lots of compliments on my sound.

I don't want to be hard on Egnater, but it's 3 1/2 weeks since they received my footswitch. They KNEW of the problem since the 21st of December - Nate responded right away when I emailed him then!

 

[richedie]

They haven't gotten back to me either........

 

[marvcus]

If I were you guys, I would try calling and talking to a live person. E-mail is great when it works, but, when no reply, call them.

 

[sea]

If I were you guys, I would try calling and talking to a live person. E-mail is great when it works, but, when no reply, call them.

I'd call Day 1 and order it direct. That way I know it's taken care of and I would request an email to MAKE SURE it was taken care of THAT DAY as well as a receipt of my order. I'd also asked when it will be shipped (if not that same day) and get an email confirmation of the shipment as well.

 

[Jammers5]

Calling is fine but if a company lists an email as a point of contact they should ensure it is manned sufficiently and they respond in a timely fashion.

Anyhow they say the have my footswitch and I assume I should be getting it soon, so hopefully rant is over.

 

[gtr31]

I think that some of it could be time of year as well well .Dec 21 may have found them on Holiday and then there was NAMM in Jan .
I would give them the benefit of the doubt.
I think they are trying really hard right now to get Tweaker ,E2 the website and a whole lot of stuff happening .
They are very good usually and I am from Canada as well

 

[Klark]

Calling is a complete waste of time, don't even bother. I've called that number dozens of times, and never ONCE has anyone answered the phone, or returned my call. When my Rebel 30 died less than a week after buying it, I didn't even bother posting about it or calling, I just figured out the problem myself. The only support I've ever received is PM'ing a certain guy on this forum.. A certain guy that I will not mention because I don't believe support of their products is his true job.

@ gtr31, I personally don't give a shit about how hard they're trying to get the Tweaker and E2 released. That's not my problem. If you can't support the products you've already released, there's no point in releasing more products because you're company will fail, which has been proven since the dawn of industry.

It is my belief that all US Egnater products will soon be gone. The M4 and the Mod50 are the only two US made products, but there are 15 Chinese built products. The Chinese built stuff and Guitar Center are making Bruce a rich man, so it's pretty obvious where this is all going..

 

[sea]

It seems to me that it's the USA companies that are dying out... not the ones who make their stuff overseas.

 

[Klark]

It seems to me that it's the USA companies that are dying out... not the ones who make their stuff overseas.

I never said anything about the company dying out. Quite the contrary actually. They'll continue to thrive, but not if they don't get their shit together in terms of support..

 

[sea]

It seems to me that it's the USA companies that are dying out... not the ones who make their stuff overseas.

I never said anything about the company dying out. Quite the contrary actually. They'll continue to thrive, but not if they don't get their shit together in terms of support..

Gottach!

 

[Wagster]

Calling is a complete waste of time, don't even bother. I've called that number dozens of times, and never ONCE has anyone answered the phone, or returned my call. When my Rebel 30 died less than a week after buying it, I didn't even bother posting about it or calling, I just figured out the problem myself. The only support I've ever received is PM'ing a certain guy on this forum.. A certain guy that I will not mention because I don't believe support of their products is his true job.

@ gtr31, I personally don't give a shit about how hard they're trying to get the Tweaker and E2 released. That's not my problem. If you can't support the products you've already released, there's no point in releasing more products because you're company will fail, which has been proven since the dawn of industry.

It is my belief that all US Egnater products will soon be gone. The M4 and the Mod50 and the only two US made products, but there are 15 Chinese built products. The Chinese built stuff and Guitar Center are making Bruce a rich man, so it's pretty obvious where this is all going..

I sure hope they keep the US line. I too have never once had someone pickup or return my phone call from the USA number. This is totally unacceptable.

 

[Jammers5]

I think that some of it could be time of year as well well .Dec 21 may have found them on Holiday and then there was NAMM in Jan .
I would give them the benefit of the doubt.
I think they are trying really hard right now to get Tweaker ,E2 the website and a whole lot of stuff happening .
They are very good usually and I am from Canada as well

Sorry gtr31 but Christmas holidays don't start for most ppl until Dec 24th, and Namm isn't the whole month of January, so I can't buy that.

As for the statement "I think they are trying really hard right now to get Tweaker ,E2 the website and a whole lot of stuff happening ."
that does not excuse them from servicing their existing customers. As a matter of fact if they serviced their existing customer word of mouth and repeat business would happen naturally.

I am in the business of customer service. I know that it is extremely important to satisfy your existing customer - over half of my business comes from referrals and repeating customers! Maybe my expectations are a little higher simply because I deliver, even if it costs me!

J5

 

[Len Rabinowitz]

I agree- The amps sound great, they are innovative, the quality is good, but they ar eweak in the customer support/repair area. They HAVE TO address is if they are going to keep expanding.

 

[sea]

What if everyone on the forum sent like 50 emails every day to Bruce and the team!

Sometimes stuff like that can get their attention fast!

 

[marvcus]

What if everyone on the forum sent like 50 emails every day to Bruce and the team!

Sometimes stuff like that can get their attention fast!

I don't doubt this thread already has garnered their attention.

I still say business in 2009 skyrocketed for the Egnater camp. Sometimes when a small shop has unprecedented growth, things fall through the cracks. Bruce & co. were available all the time before the Chinese line because they essentially only had 2 models in production. I'll bet he's overwhelmed with what he's got going right now.

Six months ago, service was bar none awesome.

Pulling for ya, Egnater guys!

 

[sea]

You're probably right!

Growth pains for sure.

 

[guitarslinger]

What if everyone on the forum sent like 50 emails every day to Bruce and the team!

Sometimes stuff like that can get their attention fast!

I don't doubt this thread already has garnered their attention.

I still say business in 2009 skyrocketed for the Egnater camp. Sometimes when a small shop has unprecedented growth, things fall through the cracks. Bruce & co. were available all the time before the Chinese line because they essentially only had 2 models in production. I'll bet he's overwhelmed with what he's got going right now.

Six months ago, service was bar none awesome.

Pulling for ya, Egnater guys!

How about you, hero? You had enough?