Egnater Customer Service (lack thereof...)

[Tomcat2603]

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, I've tried to reach your service dept on quite a few occasions and no results I even tried to reach you directly from information I found on another forum where Ian replied and posted the email addresses . I'm a little disturbed by the fact that I have to come to a place like this to hopefully reach someone to answer my queries.

Here's my problem.

I purchased a Rebel 20 head from Music123 no later than sept 26, it arrived fine, not long after I sent my registration card. Later on in october I bought a Rebel 112X cab locally. So far everything worked fine until this week when i recieved my second 112X cabinet purchased again from Music123 and reconnected my efffect pedals. When I turned the amp on, all I could hear was a faint distorted sound. So, I unplugged everything and started adding my effects one by one to find out that if I disconnect the return in the effect loop everything reverts to normal. So my problem is, that I have to send the modulation signal in the direct port and with the added distortion pedal, well, it sound like crap. And it sounded so great before!

Can you help???

Or can anyone else help me??

Here's arun down of my gear if it can help.

Effect loop:
Boss DD3 delay
DigiReverb RV-7
Boss CH-1 Super Chorus

Direct:
Hardwire polyphonic tuner
Dunlop Fuzzface
Ibanez TS-9 Tube Screamer

Thanks

 

[bruce egnater]

No excuses, just a few facts. I did not mean to imply I was the victim and you guys are not. I live in Michigan where I design, prototype and test our products. Our warehouse/offices are in LA. I have people and partners who's task is to run "daily operations". Admittedly, some of our well intentioned service folks fell short of our expectations. They are no longer with us. We finally have a new head of customer service who I believe is the solution to our service issues. He is smart and accessible to you. Right now he is still at nate@egnateramps.com until he can sort through many of the current issues. His name is Barrett and he can help you. Please don't hesitate to email or phone him and he will address your problems. I should say that some of the repair problems were/are caused by lack of repair parts which we are trying to remedy. Barrett or Blad will be able to keep you informed of issues and is anxious to make everyone happy, as am I.

 

[Tomcat2603]

No excuses, just a few facts. I did not mean to imply I was the victim and you guys are not. I live in Michigan where I design, prototype and test our products. Our warehouse/offices are in LA. I have people and partners who's task is to run "daily operations". Admittedly, some of our well intentioned service folks fell short of our expectations. They are no longer with us. We finally have a new head of customer service who I believe is the solution to our service issues. He is smart and accessible to you. Right now he is still at nate@egnateramps.com until he can sort through many of the current issues. His name is Barrett and he can help you. Please don't hesitate to email or phone him and he will address your problems. I should say that some of the repair problems were/are caused by lack of repair parts which we are trying to remedy. Barrett or Blad will be able to keep you informed of issues and is anxious to make everyone happy, as am I.

Noted.

Thanks for the quick reply!

 

[Scottfn308]

No excuses, just a few facts. I did not mean to imply I was the victim and you guys are not. I live in Michigan where I design, prototype and test our products. Our warehouse/offices are in LA. I have people and partners who's task is to run "daily operations". Admittedly, some of our well intentioned service folks fell short of our expectations. They are no longer with us. We finally have a new head of customer service who I believe is the solution to our service issues. He is smart and accessible to you. Right now he is still at nate@egnateramps.com until he can sort through many of the current issues. His name is Barrett and he can help you. Please don't hesitate to email or phone him and he will address your problems. I should say that some of the repair problems were/are caused by lack of repair parts which we are trying to remedy. Barrett or Blad will be able to keep you informed of issues and is anxious to make everyone happy, as am I.

Thanks,

I spoke to Barrett yesterday, (11/22/13) and he seemed to be willing and able to help with my problems. It seems there has been a lot of confusion and mixups about what is going on, as well as what needs to be done. I hope we can get this worked out soon, as I like the Tourmaster, and would like to get it back on stage with me as soon as possible.

Props to you Mr. Egnater for taking charge of this and keeping in touch with us in regards to our customer service issues.

Thanks,

Scott

 

[C1-ocaster]

No excuses, just a few facts. I did not mean to imply I was the victim and you guys are not. I live in Michigan where I design, prototype and test our products. Our warehouse/offices are in LA. I have people and partners who's task is to run "daily operations". Admittedly, some of our well intentioned service folks fell short of our expectations. They are no longer with us. We finally have a new head of customer service who I believe is the solution to our service issues. He is smart and accessible to you. Right now he is still at nate@egnateramps.com until he can sort through many of the current issues. His name is Barrett and he can help you. Please don't hesitate to email or phone him and he will address your problems. I should say that some of the repair problems were/are caused by lack of repair parts which we are trying to remedy. Barrett or Blad will be able to keep you informed of issues and is anxious to make everyone happy, as am I.

Hi Bruce.

I've sent 2 UNanswered to "nate@egnageramps.com", and 2 UNanswered customer service emails posted through your Egnater website.
So, if you have someone new that started like a week or two ago, then I'll wait patiently for that person to get on with their work.
But, if this person has been there for over a month, then I don't see much improvement.

BTW, I love my Vengeance head. The clean and high gain and all in between tones are really great and articulate.
Oddly, and sadly, the Vengeance doesn't have enough "high gain" even with all those pre tubes.
Still, this head is a keeper.

I'm a patient guy, but lack of customer service really ticks me off, and after a few tries I speak out.
Make in USA or made in China or wherever, doesn't change the need for customer service that is accessible and responsive within the markets the products are sold in.
I don't expect an email response that day or even 2 days. But, after a week, weeks, or months?
You too don't like it when you contact a company you buy from and NO ONE gets back to you ever.

Thanks for coming around from time to time.
I really do hope you get your customer service sorted cause I think your amps and products are top notch and sound great.
It would be a shame not to have new Egnater amps in the future.

BTW, a slightly higher gain Vengeance 1x12 and/or 2x12 combo w/casters, would be an excellent amp and one I really need and want.
I'd love to buy one.

 

[bruce egnater]

Barrett did just start a few weeks ago. He is still sorting through the issues.
Should be no problem reaching him at nate@egnateramps.com or 1-877-EGNATER

 

[C1-ocaster]

Barrett did just start a few weeks ago. He is still sorting through the issues.
Should be no problem reaching him at nate@egnateramps.com or 1-877-EGNATER

I'll give it a shot.
Thanks!

While I'm waiting, I'll ask you the tech questions I was waiting to get answers for.

I found that little toggle switch right behind the output transformer on the right side when looking at the amp from the back.
There aren't any markings on the amp itself about the switch position, but the manual shows ODS-forward and ODV-rearward.
It was factory set to the forward ODS position. I've tried it in both settings and there is a difference.

ODS sounds like it has a bit more gain, just a bit. ODV has a more "tube" type tone, especially with harmonics.
I like ODS more for rhythm and ODV for solo and riff type playing.

I read on this sight where you somewhat explained that ODS uses a mosfet type analog circuit for it's tones, and ODV is more tube.
But, can you better explain what you mean by this?

IOW, is ODS similar to using a non tube analog distortion pedal?
Is the actual gain coming from the tubes and the ODS circuit is then after that tube gained signal?

If so, then is the ODV setting simply removing the ODS circuit, or is there something else going on?

Is ODV a pure tube only gain, whereas ODS is tube gain with an added solid state gain circuit?


Last question.
I know that all of your literature states at how much "high gain" the Vengeance has, but judging from my V head the high gain is really good, but it's not ultra high or even Metal high gain. The Peavey JSX, XXX, and 6505+ have quite a bit more high gain by a noticeable bit. I have a 60 watt 6L6 powered XXX 1x12 and the "ultra" channel and even "crunch" channels have more gain.
I was expecting really high gain from this head considering the comments on your website and description.

Don't get me wrong, the high gain sounds great and stays very articulate even at max gain.
But, with the gain on + and the gain knob on max I wouldn't call the high gain "extreme" at all.
Is that how the amp is designed, or is it possible that there may be something wrong with mine?
Is there anyway for me to test if the gain is where is should be?

I could easily use more gain. I have JJ's 12ax7 pre tubes that were selected for high gain, and one in the phase inverter position.
Even with those tubes there isn't any high gain difference between those and the stock TungSol 12ax7's.
I've rolled the pre's and high gain level hasn't changed.

I've had to get a boost pedal to get more gain from this head.
I didn't want to have to do that considering the pedal is about $200 on top of Vengeance head cost.
The pedal is pretty darn nice and adds a bit of signal that improves the high gain.
I'm still on the + for gain, but I have to roll the gain knob back to around 12-1 o'clock to keep the signal "clean".
Didn't think I would need to do this with an amp named "Vengeance".

I'd be very happy to test either your new Overdose boost pedal, or the HolyDriver with the Vengeance head.
If you approve it I'll email Barrett the shipping info to get one to me.
Let me know.

 

[coderunner]

Sent my Renegade to the shop on 10/3/2013. Called Egnater countless times to get status of the
back order for transformers. Finally talked with the new guy at customer service today. OHh excuse me,
he's the head of customer service. Asked to speak with his manager, how dare i? Apparently he doesn't have one.
He told me he will call the shop , Sound Idea , and arrange to send them a transformer. Oh thank the lord, i'm down on my knees
with gratitude. i'm supposed to be so grateful that the notion i would like to know why it took so long is
a totally absurd question to ask and one he does not know how to answer other than with a polite albeit
unsaid (get off the phone, i'll get you the transformer) and terminated teh call.
==================
He stated unequivocally that there is no issue with the transformers , never was an issue.
======================
I sure would like to know the whole story on this wonderful transformer and why i can expect it to never give
any problems again. But you know, folks who buy and use Egnater amps really are way out of bounds in
wanting that kind of support.

 

[C1-ocaster]

Sent my Renegade to the shop on 10/3/2013. Called Egnater countless times to get status of the
back order for transformers. Finally talked with the new guy at customer service today. OHh excuse me,
he's the head of customer service. Asked to speak with his manager, how dare i? Apparently he doesn't have one.
He told me he will call the shop , Sound Idea , and arrange to send them a transformer. Oh thank the lord, i'm down on my knees
with gratitude. i'm supposed to be so grateful that the notion i would like to know why it took so long is
a totally absurd question to ask and one he does not know how to answer other than with a polite albeit
unsaid (get off the phone, i'll get you the transformer) and terminated teh call.
==================
He stated unequivocally that there is no issue with the transformers , never was an issue.
======================
I sure would like to know the whole story on this wonderful transformer and why i can expect it to never give
any problems again. But you know, folks who buy and use Egnater amps really are way out of bounds in
wanting that kind of support.

You have a problem with your amp, you sent it in 10/3 and no answer from anyone at Egnater.
Yes, that is a serious lack of customer service, and it's not acceptable. You're right to be angry.

Bruce E. tells us there is a new customer service guy who just started within the past couple weeks.
Seems you did get to speak with him. He tells you that he is the manage" after you asked to speak to the manager.
Since he IS the person in charge, then that is an acceptable answer on his part. I don't see a problem there.

I agree with you in that customer service at Egnater has been seriously lacking, very seriously.
Bruce E. has come here and told us that he has done something to correct the problem.

Even though we customers have every right to be pissed at what's been happening, I also think that we should give the new person in charge of customer service a chance to prove and demonstrate that he's on top of it and actually doing things to make customer service a positive experience.
Let's give the guy a chance instead of making our first post as a member of this site to berate a person who may actually be doing something to help you.
Just say'in.

As for the transformer issue, I can't say positively, but I recall reading that Egnater knew of the transformer problems in early builds of that amp and have since corrected the problem.
Should you feel confident that the new transformer will work and last?
Nothing is 100% fail proof, but since the transformer issue was/is known and has been addressed and correct, I think that you can be very reasonably certain that that shouldn't be a future problem.
But it's best to ask members who have that same amp as you if the new transformers are holding up.

 

[Scottfn308]

Do all Egnater amps use the same transformer, or possibly a similiar one from the same supplier ?

I ask because ALL Egnater amps seem to have transformer issues.

Regards,

Scott

 

[bbrodie]

Do all Egnater amps use the same transformer, or possibly a similiar one from the same supplier ?

I ask because ALL Egnater amps seem to have transformer issues.

Regards,

Scott[/quote

Not mine. Maybe I'm lucky, but my Rebel 20 is three years old and I've had zero problems with this amp. It is gigged and rehearsed on a weekly basis. Mine is a fairly early amp in the series. Maybe the QC was tighter in the beginning. I've been building my own amps lately.

 

[bbrodie]

Do all Egnater amps use the same transformer, or possibly a similiar one from the same supplier ?

I ask because ALL Egnater amps seem to have transformer issues.

Regards,

Scott[/quote

Not mine. Maybe I'm lucky, but my Rebel 20 is three years old and I've had zero problems with this amp. It is gigged and rehearsed on a weekly basis. Mine is a fairly early amp in the series. Maybe the QC was tighter in the beginning. I've been building my own amps lately.

 

[bbrodie]

Do all Egnater amps use the same transformer, or possibly a similiar one from the same supplier ?

I ask because ALL Egnater amps seem to have transformer issues.

Regards,

Scott[/quote

Not mine. Maybe I'm lucky, but my Rebel 20 is three years old and I've had zero problems with this amp. It is gigged and rehearsed on a weekly basis. Mine is a fairly early amp in the series. Maybe the QC was tighter in the beginning. I've been building my own amps lately.

 

[Anonymous]

Do all Egnater amps use the same transformer, or possibly a similiar one from the same supplier ?

I ask because ALL Egnater amps seem to have transformer issues.

Regards,

Scott

no. they dont.

 

[catfish777]

Reading so much of this warranty and other problems with these amps is disconcerting. I am on a new album by the band "Follys Pool" due out around the 16th of Dec. I used a 15 watt Tweaker head and a couple of different cabinets for almost all of the recordings. regular monthly sessions that lasted an entire year. Played the amp at almost full volume and the client was very happy with the results. I had planned on using some other amps for the recordings but after they heard the little Tweaker they only wanted it used for their project.I did replace all the poor quality tubes in it as soon as I bought it. I always do that with new tube amps.Measuring plate voltages on it showed me that this amp at least is running the output tubes very hot. I think these smaller amps at least are designed to do that and since you cant adjust the bias you have to really be on top of the tubes you are running in it. I changed the output tubes 2/3 of the way through the recording. I was considering a Rebel 20 or 30 to play the songs on the record live but I think I will use on of my Fender Blues Deluxe Reissues(great Amp!) or my new Hot Rod Deluxe or maybe even my 1982 JCM800 combo as well(Indestructable). Disappointed that I cannot just buy a higher wattage Egnater with confidence to reproduce the tones I achieved on the album live. It's too bad because the songwriters and the engineer and myself had a great time in the studio creating some wonderful tones with that little Tweaker head and a Line 6 M13. I will wait and see how it works out for Egnater and use other amps until then.

 

[hbucker]

Any chance these transformer issues are due to people not keeping their bias adjusted properly? I checked the bias on my Renegade after about 10 months on the current tubes and one side had drifted a fair amount.

Could these amps be more sensitive to problems occurring from "drift" than other amps??

 

[catfish777]

It is certainly possible that that is causing some of these problems but after checking the plate voltage on my Tweaker head which uses cathode bias(no adjustment) I could not believe how high it was. Much too high IMHO. I had to try several different tube types and brands to get something reasonable to work in that amps circuit. I think these amps sound good and rich and creamy etc... because they are designed to run right at the edge of what an output tube can tolerate. We all know that running them hotter can give better tone but I bias my amps on the cold side for better tube life and component(trannys/screen grid resistors etc...) life. If you are going to design an amp with high plate voltages you had better put damn good tubes and a very robust transformer in that amp. After checking my plate voltage on my Tweaker I decided it would see no more live use which is a shame because I specifically bought it for small club use. Perfect size/perfect wattage/great tones. It sits in storage now between recording sessions. I would have bought one or two more Egnaters by now if not for these problems. I think they may have to change some things design wise if they want to keep going with these amps. I may still pick up a used Rebel or Tweaker combo and buy the proper OT and install it myself because I dig these amps so much. We shall see how it goes.

 

[Anonymous]

Any chance these transformer issues are due to people not keeping their bias adjusted properly? I checked the bias on my Renegade after about 10 months on the current tubes and one side had drifted a fair amount.

Could these amps be more sensitive to problems occurring from "drift" than other amps??

specifically speaking about the tourmaster, it was a design flaw/qc issue that squeaked through from what i was told. my tourmaster popped it's tranny with the output tubes biased to the recommended 120-130 rating in the manual.

the 2nd run tourmasters with "M" in front of the serial number have the NEW 2nd run output trannies in them. i was told these newer version of the output trannies are what the first one was supposed to be. from what i can tell, for the tourmaster, these newer versions are the new trannies that they are sending out to people with amps still under warranty, or selling to people who need them whose amps aren't under warranty to replace the older 1st run version.

could it be a bias issue? who can say, really, for the tourmaster specifically, other than bruce himself? i would lean towards no....it's more due to a flawed component/material issue. as i said above, mine popped with proper bias, newer tubes, and the speakers in the combo hooked up.

 

[Scottfn308]

Any chance these transformer issues are due to people not keeping their bias adjusted properly? I checked the bias on my Renegade after about 10 months on the current tubes and one side had drifted a fair amount.

Could these amps be more sensitive to problems occurring from "drift" than other amps??

specifically speaking about the tourmaster, it was a design flaw/qc issue that squeaked through from what i was told. my tourmaster popped it's tranny with the output tubes biased to the recommended 120-130 rating in the manual.

the 2nd run tourmasters with "M" in front of the serial number have the NEW 2nd run output trannies in them. i was told these newer version of the output trannies are what the first one was supposed to be. from what i can tell, for the tourmaster, these newer versions are the new trannies that they are sending out to people with amps still under warranty, or selling to people who need them whose amps aren't under warranty to replace the older 1st run version.

could it be a bias issue? who can say, really, for the tourmaster specifically, other than bruce himself? i would lean towards no....it's more due to a flawed component/material issue. as i said above, mine popped with proper bias, newer tubes, and the speakers in the combo hooked up.

The first time mine was in the shop it was checked, or at least I think it was in regards to bias and what-not, and was deemed OK by the service center. My Tourmaster has a "M" at the end of the serial number, not the front for what that is worth. It is currently back at Egnater in CA for repair. Just been there a week, so they have most likely not had time to get to it due to the holidays and such.

Regards,

Scott

 

[Anonymous]

Any chance these transformer issues are due to people not keeping their bias adjusted properly? I checked the bias on my Renegade after about 10 months on the current tubes and one side had drifted a fair amount.

Could these amps be more sensitive to problems occurring from "drift" than other amps??

specifically speaking about the tourmaster, it was a design flaw/qc issue that squeaked through from what i was told. my tourmaster popped it's tranny with the output tubes biased to the recommended 120-130 rating in the manual.

the 2nd run tourmasters with "M" in front of the serial number have the NEW 2nd run output trannies in them. i was told these newer version of the output trannies are what the first one was supposed to be. from what i can tell, for the tourmaster, these newer versions are the new trannies that they are sending out to people with amps still under warranty, or selling to people who need them whose amps aren't under warranty to replace the older 1st run version.

could it be a bias issue? who can say, really, for the tourmaster specifically, other than bruce himself? i would lean towards no....it's more due to a flawed component/material issue. as i said above, mine popped with proper bias, newer tubes, and the speakers in the combo hooked up.

The first time mine was in the shop it was checked, or at least I think it was in regards to bias and what-not, and was deemed OK by the service center. My Tourmaster has a "M" at the end of the serial number, not the front for what that is worth. It is currently back at Egnater in CA for repair. Just been there a week, so they have most likely not had time to get to it due to the holidays and such.

Regards,

Scott

the tourmaster has a built in adjustable bias circuit, you should be able to check/adjust yourself with a digital multimeter?

wherever the "M" is in the ser# (beginning or front) mine didnt have one, i was told it was a first run, and likely had a first run output tranny.

possibly yours does have the "M" mod (which actually designates a tighter low end/higher gain/less icepicky highs mod from the factory) but not the newer tranny. that would be something egnater needs to answer for you.

the fact of the matter is, their customer service is lacking. has been lacking. hopefully wont continue to be lacking.

i dont know if i mentioned, but if you need to order a part, you have to have them fax you or email you an order form, then fill it out, with your credit card information, then fax it back.

paypal? even just have a credit card machine and take the #s by phone?
whatever the reason.....that type of approach just seems antiquated....especially in an era where i have my own personal credit card swiper that plugs in my phone and can sell goods hand to hand and have customers charge them.