Disappointed with Egnater....

[RockStarNick]

Yeah, this thread is definitely not about production - it's about the customer service. Good job for the guys keeping it on track!

Having worked on a TON of modules lately, and examining their innards, it's just kinda par for the course that "circuit guts" come from overseas. The pots, the knobs, the capacitors, the resistors - I'm guessing it's all made in asia.

The good news is that if production location DOES change, the tone will not. Also, the durability of the modular line shows that having parts in a circuit that are NOT USA made doesn't necessarily have to have a negative impact on tone.

 

[Wagster]

I was having problems with a T-Rex Replica overloading in my Mod 50 effects loop. I emailed Bruce and he's taking care of me. He was super cool in our email exchanges. I'm sure things will level out eventually.

 

[gtr31]

Lack of just general information can be frustrating as well.

....Agree ,It would be nice if they were able to say something . customer support was so good in the past with the X mods and questions answered

 

[Len Rabinowitz]

Yeah, this thread is definitely not about production - it's about the customer service. Good job for the guys keeping it on track!

Having worked on a TON of modules lately, and examining their innards, it's just kinda par for the course that "circuit guts" come from overseas. The pots, the knobs, the capacitors, the resistors - I'm guessing it's all made in asia.

The good news is that if production location DOES change, the tone will not. Also, the durability of the modular line shows that having parts in a circuit that are NOT USA made doesn't necessarily have to have a negative impact on tone.

See, this is what I mean. Why not pay you as a contractor and officially make you as part of their support? If you can mod the things I am sure you can repair them as well.

That's assuming you would want to do that of course.

 

[ramblin390]

havent had any problems with my renegade,but between me and my buddy with our tourmasters-
the amp has quit 5 times

 

[jmgman69]

Holy shit,my socks were made in Malaysia This thread was about Customer Service not where it's made folks I'm real sure Bruce is aware of these situations and is in full speed to get them fixed!All about to much to fast...............

 

[RockStarNick]

Yeah, this thread is definitely not about production - it's about the customer service. Good job for the guys keeping it on track!

Having worked on a TON of modules lately, and examining their innards, it's just kinda par for the course that "circuit guts" come from overseas. The pots, the knobs, the capacitors, the resistors - I'm guessing it's all made in asia.

The good news is that if production location DOES change, the tone will not. Also, the durability of the modular line shows that having parts in a circuit that are NOT USA made doesn't necessarily have to have a negative impact on tone.

See, this is what I mean. Why not pay you as a contractor and officially make you as part of their support? If you can mod the things I am sure you can repair them as well.

That's assuming you would want to do that of course.

Not sure if my wife would like me locked in the mancave any more than I already am!

She comes home, and finds me with my soldering iron in hand, and safety goggles on, and just laughs and shakes her head before going upstairs.

 

[fuzzyguitars]

i would like to chime in and say whenever I have had any problems with my stuff it has always been taken care of.

Yes, they could be a little more speedy in returning calls and emails, but i have not found them to be any worse that any of the other music companies that i have had to deal with in the past.

 

[Len Rabinowitz]

Yeah, this thread is definitely not about production - it's about the customer service. Good job for the guys keeping it on track!

Having worked on a TON of modules lately, and examining their innards, it's just kinda par for the course that "circuit guts" come from overseas. The pots, the knobs, the capacitors, the resistors - I'm guessing it's all made in asia.

The good news is that if production location DOES change, the tone will not. Also, the durability of the modular line shows that having parts in a circuit that are NOT USA made doesn't necessarily have to have a negative impact on tone.

See, this is what I mean. Why not pay you as a contractor and officially make you as part of their support? If you can mod the things I am sure you can repair them as well.

That's assuming you would want to do that of course.

Not sure if my wife would like me locked in the mancave any more than I already am!

She comes home, and finds me with my soldering iron in hand, and safety goggles on, and just laughs and shakes her head before going upstairs.

Fair enough, but I am serious- They have part of the solution to their problem right here on this board.

 

[Flump]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

 

[sea]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

Is the MOD50 buggy? Is there a design flaw?

 

[aeroic]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

Is the MOD50 buggy? Is there a design flaw?

no...having owned 2 mod50s...and one m4...i've had no issues with either one of them.

Eric

 

[Flump]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

Is the MOD50 buggy? Is there a design flaw?

Not that I know of...I had one that was stolen that was great, and this one just had this small issue with the Midi board.

 

[EWSEthan]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

Is the MOD50 buggy? Is there a design flaw?

no...having owned 2 mod50s...and one m4...i've had no issues with either one of them.

Eric

Neither me nor RockStarNick have had any problems with ours and we've used them on many gigs, rehearsals, and recording sessions. MOD 50 is very stable.

 

[Len Rabinowitz]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

But this is kind of the point- In a company growing like this, Bruce shouldn't be involved in this at all. It's NOT good if the head of the company has to get involved in customer service of this nature. That's NOT well run- That's a problem.

 

[jlbaxe]

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

Is the MOD50 buggy? Is there a design flaw?

no...having owned 2 mod50s...and one m4...i've had no issues with either one of them.

Eric

Neither me nor RockStarNick have had any problems with ours and we've used them on many gigs, rehearsals, and recording sessions. MOD 50 is very stable.

Bruce pretty much bent over backwards to help me with my Mod50 at one point. I will say that they screwed something up, and I was not happy about that, but he did everything possible to make amends. So, I have had a great experience with them. This was a couple months ago.

But this is kind of the point- In a company growing like this, Bruce shouldn't be involved in this at all. It's NOT good if the head of the company has to get involved in customer service of this nature. That's NOT well run- That's a problem.

Never had any issue with mine either. Great amp. Bruce is the designer,he has it all in his head and is most likely the one to be able to figure out what might be wrong without shipping to them or another certified repair shop. Until other people know his amp inside and out it makes it difficult to hand the torch off to other people.

 

[Len Rabinowitz]

"Never had any issue with mine either. Great amp. Bruce is the designer,he has it all in his head and is most likely the one to be able to figure out what might be wrong without shipping to them or another certified repair shop. Until other people know his amp inside and out it makes it difficult to hand the torch off to other people."

Exactly! It's a question of very careful and select hiring and training. Otherwise he'll be spending his time on this sort of thing and not designing amps. I am willing to bet they are very aware of this.

 

[3 Mile Stone]

Very interesting discussion. I remember much the same thing being said before Jeff was hired and a few other folks were added to the main mix at the shop way back when it was just Bruce & Frank. You'd call, they were nice, but incredibly slow and incredibly unable to deal with the load. Then Frank left, and split off into the Amp Lounge. Now support is still an issue, yes I have had problems, but i don't really post about that stuff. Not knocking anyone who has I just prefer to keep that sort of stuff between me and them. But I think this is a legit gripe that needs to be figured out. I also know it would be taken a lot more seriously if we began to make positive suggestions about how to fix it and what we want. Otherwise, it's just cyber bitching.

 

[aeroic]

Very interesting discussion. I remember much the same thing being said before Jeff was hired and a few other folks were added to the main mix at the shop way back when it was just Bruce & Frank. You'd call, they were nice, but incredibly slow and incredibly unable to deal with the load. Then Frank left, and split off into the Amp Lounge. Now support is still an issue, yes I have had problems, but i don't really post about that stuff. Not knocking anyone who has I just prefer to keep that sort of stuff between me and them. But I think this is a legit gripe that needs to be figured out. I also know it would be taken a lot more seriously if we began to make positive suggestions about how to fix it and what we want. Otherwise, it's just cyber bitching.

Couldn't agree more with you. I've had issues here and there, but Bruce in the end solved them...and Jeff the same. I've had nothing positive results in the end. My M4, Mod50s have all been some of the best gear purchases I've had to date. I just LOVE my M4. That's my personal favorite, and is something I'll never get rid of. There's less in there to go wrong too. Give me an M4 or E2, with a BMAN, VX, COD, EG34X, and Hilly XTC...and I'm in love!

I definitely think that Egnater really needs to find at least 5-6 amp techs around to offload some of the work. I don't think finding someone local in every state makes sense, but find 5-6 geographically dispersed that can be trusted, and can work on Egnater's stuff. People like Trace @ Voodoo amps, Kevin @ uncle Albert's in Indianapolis, etc. I've had both of them do work on amps of mine, and had nothing but good results.

I definitely think that something needs to happen on solving the "call someone on the phone" and do some troubleshooting that way. I used to be able to call the shop and get ahold of someone at least 50% of the time. Now that is down to 0%. But email has been successful though.

Other ideas are why not offer a troubleshooting FAQ on their website. Go through these 5,10,25 items of issues that you could find to help let people self-diagnose their issues. Also update that FAQ of any known issues and how to resolve them. Like the TM mod they did initially to tighten up the low end. That would go a LONG way to being more transparent, open, and give a lot of people "warm fuzzies."

Eric

 

[muudrock]

Guess this is part of our answer....

viewtopic.php?f=26&t=63538

Jeff is no longer involved with Egnater amps. Rumor is Doug Reynolds who ran the Randall amplifier division is coming to Egnater, although it is not confirmed. Looks like Egnater Amplifiers is in transition again.