bruce egnater":1oqmwryg said:
I guess I am little hesitant to walk into the lion's cage. At this point, I don't know who still has issues to resolve. Please tell me what you would like from me and I will see what I can do.
Hi Bruce.
Nice of you to finally join in this conversation.
The OP of this thread sounds quite sincere in what happened.
There is no reason why anyone would take the time to make something like this up.
I'm just a forum member and owner of 2 of your amps; a broken Rebel 30 1x12 and current Vengeance head.
Luckily, I bought the 3yr extended warranty from Guitar Center, which results in not having to deal with a manufacturer directly.
With the GC warranty if I have an amp problem I take it to GC locally and they deal with it.
For products and companies that have very suspect customer service, the warranty is great insurance against having to deal with companies who don't "get it" about customer service.
And unfortunately Bruce, seems your company has been well on it's way to being one of those that doesn't "get it".
I bought a new Vengeance head a bit over 2-3 weeks ago. It was a demo, the last one they had so it didn't come with a box or registration card. I've emailed Egnater about a SIMPLE registration card and emailed Nate as well, and NO ONE has emailed me back about something as benign as a product registration card. Really? No one has the time to respond to my emails?
The OP's experience only adds to the realization that YOUR company, Egnater, has some serious customer service problems.
You're "hesitant" to jump into the lion's cage? Seriously?
It's YOUR name on these amps. It's YOUR reputation that is at stake. It's YOUR business's future that is at stake.
Hesitant to jump into a big customer service problem?
You should be more than happy to jump fully in and correct the OP's situation, cause you have the responsibility and authority to do so. Jumping in and doing the right thing for the OP would show that you take customer service seriously, and not just take an online opportunity to look like you're the victim here.
Your comment seems an attempt to get sympathy from the members here.
You need to do the right thing by the OP, and THAT will go a long way towards making current customers and potential customers a lot more likely to give Egnater a try.
The OP paid to buy one of your products and had 2 of your amps fail on him.
Sure, requesting a full refund after the 2nd one also failed may be a bit out of line considering legal warranty issues are not resolved that way. Your company only has the legal responsibility to fix the product or give him a new one at the companies discretion.
It's up to you and your company and you could have decided to give a refund even though you're not legally required to do so
As for the tubes he had to buy to try and correct a problem, he should not have had to do that, and he should not have been told to get new tubes. Your/Egnater warranty states that tubes ARE covered for 90 days after the purchase date.
He should have been offered and given the tubes in question PER WARRANTY, or asked to send the amp in for repair.
Good customer service would have sent him new tubes to try and resolve the issue, and if that didn't work, then have the OP send in the amp or have him take it to an Eganter authorized repair center.
Does Eganter have those, or do you require all troubled products to be sent in at the customers expense both ways?
Regional repair centers or using authorized repair shops helps customers not have to pay so much to ship products both ways.
Additionally, YOUR customer service rep at the time, told the OP that a NEW amp would be sent out as the original one was too problematic to just fix. Regardless of that employee no longer being there, the customer has every expectation of receiving a NEW amp as promised. Instead, your company drops the ball and doesn't follow through on what they promised.
The customer then spends a lot of time trying to reach someone at YOUR company to get his property back or the new amp he was promised. Yet, no one at YOUR company can find the time to get back to him in a reasonable time.
He has to come to an online forum to get you to respond.
He is sent the original problematic amp that seems to have been used by your tech's as an amp that they can play and fiddle with for about 2 months after it was sent in. YOUR company and people have used the customers amp for more than double the time the customer go to use it. By keeping and using his amp your tech's have created a USED amp, but excuse it by saying they were "testing" or "burning" it in. Well, that's NOT what the customer was promised. He was promised a NEW amp, not a repaired and used one.
You hesitate to come into the lions cage, but your employee's didn't hesitate doing nothing for at least 2 months other than playing the customers amp during that time, instead of following through on what was promised, a NEW amp.
What do you think the "right" thing to do is now?
I'll say that the right thing to do is to send your customer the NEW amp he was promised, at your companies expense, and send it with it a prepaid return shipping label so he can send back the used amp that your employees USED for 2 months.
That would be the right thing.
What I've read on this forum and other sites, and the OP in particular, is rather unfortunate for Egnater.
But it's not due to anything other than your companies actions over the past year.
You're allowing your employee's to ruin your/Egnater's reputation. Your amps are great sounding and I love my Vengeance and really liked the Rebel 30 as well, before it took a dump.
It's not your amps design that can ruin your company, it's your employee's and their serious lack of proper customer service.
Your amps can't compete successfully in the market alone without proper customer service. That service is actually more important than the actual product. Mesa amps have problems too, so do the other manufacturers. But when a customer gets a bad amp they don't seem to mind, because the problem gets taken care of properly and in a timely manner. Even low cost amp makers like Peavey continue with great success and that has a lot to do with how they handle customers and the products they buy from them.
I'd like for Egnater to continue to build and sell great sounding amps as I'd like to buy new models in the future.
That will only happen if I start to see a major improvement in customer service, and I'm positive I'm not the only person who feels this way.
