Does Egnater ever answer emails?

[lefttygtr]

I have emailed there support guys several times with simple but important questions and everytime NO ANSWER. Now I know they may be busy but if you are going to be a customer friendly company then you better put the time into answering emails from those who have questions. Customer support is the most important thing to me when buying an amp, it shows that a company is willing to back up there equipment, no matter how much I may like my Rebel 30 if the customer support does not get better I will go somewhere else for an amp. So please take the time and answer your emails it really does matter.

 

[silverfacechamp]

I have emailed there support guys several times with simple but important questions and everytime NO ANSWER. Now I know they may be busy but if you are going to be a customer friendly company then you better put the time into answering emails from those who have questions. Customer support is the most important thing to me when buying an amp, it shows that a company is willing to back up there equipment, no matter how much I may like my Rebel 30 if the customer support does not get better I will go somewhere else for an amp. So please take the time and answer your emails it really does matter.

This isn't the first I've heard this complaint. I emailed Bruce a couple months back a few times asking if he wanted me to ship him the Natec preamp I have because I thought it would make a cool addition to his NAMM booth (show the prototype preamp along with all the new modern stuff)....never heard a peep from anybody. Would've been nice to at least get a 'thanks but no thanks' email.

I guess they're a pretty small company with a lot on their plates right now, so that's a lot of it I'm sure. A couple of the Egnater guys post in this forum, so this might be a more effective way of reaching them.

 

[suzuki211]

I have emailed there support guys several times with simple but important questions and everytime NO ANSWER. Now I know they may be busy but if you are going to be a customer friendly company then you better put the time into answering emails from those who have questions. Customer support is the most important thing to me when buying an amp, it shows that a company is willing to back up there equipment, no matter how much I may like my Rebel 30 if the customer support does not get better I will go somewhere else for an amp. So please take the time and answer your emails it really does matter.

This isn't the first I've heard this complaint. I emailed Bruce a couple months back a few times asking if he wanted me to ship him the Natec preamp I have because I thought it would make a cool addition to his NAMM booth (show the prototype preamp along with all the new modern stuff)....never heard a peep from anybody. Would've been nice to at least get a 'thanks but no thanks' email.

I guess they're a pretty small company with a lot on their plates right now, so that's a lot of it I'm sure. A couple of the Egnater guys post in this forum, so this might be a more effective way of reaching them.

Bruce and John will answer emails. I have been a user since the late 1990's and have gotten replys promply. The company is in a growing stage with all the new products and may be overwhelmed with all business aspects and product demand! We all get frustrated at the fast pace of things, I'm guilty also! Bruce has been in Australia with promotion and if is with the newer lines try John at the California address. In the long run, it's worth a little wait!

 

[lefttygtr]

I understand people get busy, we all do at times. There is an old saying, talk is cheap and actions speak louder then words. Right now those actions are speaking volumes about the importance of returning emails. I am not asking for immediate response but c’mon no response not even an automated response stating that our support email is very busy but we will answer you email in prompt fashion, thanks you for your support. If I got even that kind of response I could understand.

 

[Jeff Hilligan]

I have emailed there support guys several times with simple but important questions and everytime NO ANSWER. Now I know they may be busy but if you are going to be a customer friendly company then you better put the time into answering emails from those who have questions. Customer support is the most important thing to me when buying an amp, it shows that a company is willing to back up there equipment, no matter how much I may like my Rebel 30 if the customer support does not get better I will go somewhere else for an amp. So please take the time and answer your emails it really does matter.

This isn't the first I've heard this complaint. I emailed Bruce a couple months back a few times asking if he wanted me to ship him the Natec preamp I have because I thought it would make a cool addition to his NAMM booth (show the prototype preamp along with all the new modern stuff)....never heard a peep from anybody. Would've been nice to at least get a 'thanks but no thanks' email.

I guess they're a pretty small company with a lot on their plates right now, so that's a lot of it I'm sure. A couple of the Egnater guys post in this forum, so this might be a more effective way of reaching them.

Bruce, John and Jeff(when he was there) will answer emails. I have been a user since the late 1990's and have gotten replys promply. The company is in a growing stage with all the new products and may be overwhelmed with all business aspects and product demand! We all get frustrated at the fast pace of things, I'm guilty also! Bruce has been in Australia with promotion and if is with the newer lines try John at the California address. In the long run, it's worth a little wait!

Just so you know I (Jeff) am no longer with Eganter.

 

[suzuki211]

I have emailed there support guys several times with simple but important questions and everytime NO ANSWER. Now I know they may be busy but if you are going to be a customer friendly company then you better put the time into answering emails from those who have questions. Customer support is the most important thing to me when buying an amp, it shows that a company is willing to back up there equipment, no matter how much I may like my Rebel 30 if the customer support does not get better I will go somewhere else for an amp. So please take the time and answer your emails it really does matter.

This isn't the first I've heard this complaint. I emailed Bruce a couple months back a few times asking if he wanted me to ship him the Natec preamp I have because I thought it would make a cool addition to his NAMM booth (show the prototype preamp along with all the new modern stuff)....never heard a peep from anybody. Would've been nice to at least get a 'thanks but no thanks' email.

I guess they're a pretty small company with a lot on their plates right now, so that's a lot of it I'm sure. A couple of the Egnater guys post in this forum, so this might be a more effective way of reaching them.

Bruce, John and Jeff(when he was there) will answer emails. I have been a user since the late 1990's and have gotten replys promply. The company is in a growing stage with all the new products and may be overwhelmed with all business aspects and product demand! We all get frustrated at the fast pace of things, I'm guilty also! Bruce has been in Australia with promotion and if is with the newer lines try John at the California address. In the long run, it's worth a little wait!

Just so you know I (Jeff) am no longer with Eganter.

My apologies to Jeff, I've corrected my post!

 

[silverfacechamp]

Bruce and John will answer emails.

I have Bruce's personal email and I still didn't get anything, so your statement isn't really true for everybody.

That said....what interaction I DID have with Bruce was positive. Why the communication breakdown, I don't know, but a LOT of people complain about this exact same thing.

 

[lunarsquid]

I have emailed the address on the website at least 5 times over the course of 3 months (support@egnateramps.com).

Not one reply.

 

[bruce egnater]

Sorry if emails were unanswered. I just tried sending an email to support@egnateramps.com to make sure it is working. The issue is not that we are so busy we can't find the time to respond. Of course we understand the importance of customer support and a response is important. I am looking into the source of the "communication breakdown". I apologize if anyone feels ignored but that certainly is not our intention nor is it deliberate. Not sure what happened with your email, Silverface. I certainly apologize if I appeared to be rude. I really do try to answer all emails but occasionally I may screw up. Please allow me to thank you for the offer, as late as it may be. FYI, the best way to reach customer service is directly to nate@egnateramps.com or john@egnateramps.com
Truth is I am not sure where the support@egnateramps.com goes but I certainly will check into it and make sure it is working properly.

 

[UDAMANN88]

Thanks Bruce....This explains a lot........I 've sent 2 or 3 e-mails over the past 2-months and nothing.......Most of it was just to praise the Tweaker & try to find out where to get an Egnater T-Shirt........The world needs to know where my amp allegiance lies...... Peace! X-Mann

 

[lunarsquid]

Thanks Bruce!

 

[silverfacechamp]

Sorry if emails were unanswered. I just tried sending an email to support@egnateramps.com to make sure it is working. The issue is not that we are so busy we can't find the time to respond. Of course we understand the importance of customer support and a response is important. I am looking into the source of the "communication breakdown". I apologize if anyone feels ignored but that certainly is not our intention nor is it deliberate. Not sure what happened with your email, Silverface. I certainly apologize if I appeared to be rude. I really do try to answer all emails but occasionally I may screw up. Please allow me to thank you for the offer, as late as it may be. FYI, the best way to reach customer service is directly to nate@egnateramps.com or john@egnateramps.com
Truth is I am not sure where the support@egnateramps.com goes but I certainly will check into it and make sure it is working properly.

I figured you pop up in this thread, Bruce. Glad to hear everything is OK. I don't think anybody who has dealt with you or your company in the past thinks that you guys are falling apart at the seams or deliberately ignoring emails....more that it's just a byproduct of really quick growth in a small company. Hopefully whatever is going on gets fixed because you guys are a great company with a great product line-up, and I look forward to seeing more of your stuff in brick and mortar stores in the future.



Oh, and the offer still stands on the Natec....If you ever need/want to borrow it, it's yours.