Egnater Customer Service?

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longjaw

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Got to say I'm a little disappointed not to have received a reply to an email I sent to Egnater last week regarding a problem with my Egnater Rebel 20 head. :(

I emailed nate@eganteramps.com on 4th of Oct and then john@egnateramps.com on 7th of Oct as the power light on my Rebel 20 flickers intermittently – no loss of sound or anything but I was worried a part may be on the way out and I had a gig at the weekend so I thought I’d ask if this was a serious problem or if they could advise what could be causing it. I haven’t heard diddly-squat. :thumbsdown:

Anyone able to advise if the fault is not unusual or if there’s a problem with Egnater’s emails? :confused:
 
Sorry to have to say this, but I have had unacceptable service from both Nate and John. Mr. Egnater made up for that by being so nice and accommodating, but I swear I would have fired both Nate and John a long time ago. I've run my own business for 20 something years and I absolutely detest these young guys who leave the impression that they could care less about you. They will let you know, too.

Lots of the posts on this forum are about how these two guys keep giving lousy customer service. It's un-freaking-believable. People have been complaining about these two for years.

Here's a typical experience that somebody will post up about. They try emailing for a week or two, like 2 or 3 emails, with no response. Then they try calling and the calls don't get returned, for like another week until they make a stink about it and then somebody finally pays attention. Somebody like Bruce or Ian Egnater will have to come on here and cover for those guys by trying to be nice and fix things up. By that time the customer is pissed, and Nate and John are always pissed, because they're either so overloaded or they just don't care or they just have a 'tude.

I told one of them - not going to say who - that he had horrible communication and that he projected the image that they didn't care about the customers and he just defended himself, just like a teenager, proving my point.

When you buy an Egnater amp, you need to make sure you have a backup, because you just can't depend on Nate or John to give decent service. Just one person's experience.
 
No problem with their service here. You misspelled the e-mail address in your post above. Not to be a jerk, but make sure you didn't misspell it in your original e-mail. Obviously that wouldn't get through.
 
Len Rabinowitz":3mj0j376 said:
No problem with their service here. You misspelled the e-mail address in your post above. Not to be a jerk, but make sure you didn't misspell it in your original e-mail. Obviously that wouldn't get through.
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Thanks - definitely sent the email to the correct address last week ;)
 
I too own a business and understand what good customer service is.
I have never had a single problem with Egnaters customers service. When emailed they have gotten back to me within a couple of days. Never had a problem calling them either. In the past I have talked with both Nate and John, and recently dealt with Hans. The only thing that twisted my crank is my recent experience of having to find my original invoice for service after this amp had been to them previously and I had registered it with them via they'er mail-in card when I first received it.. (Whats the point of registering?)

I have received emails from Bruce on Thanksgiving Day. Ian has emailed me as a follow up. Nate called to see if I got everything. (Another story.) Yes it may take them a few days to get around to me, but they always have.

Duff
 
This is obviously not something we like to see, but just an FYI to everyone, John has moved on to another company. So do not expect a response to your e-mail if you are contacting him directly. Hans@egnateramps, is picking up quite a bit of the loose ends for us in the customer service area, so Hans and Nate will be the easiest and most direct way to contact us for customer service issues.
 
Thanks for that Ian - I don't suppose you have any idea what the problem with the power light could be by any chance?
 
I'm about to find out, as I have just filled out the form on Egnater's website for support regarding my Renegade that just burned up an output tranny(i believe) and will let everyone know..just as I have been letting everyone know what a great sounding amp this has been week-in, week-out for the past two years on gigs around the Northwest

www.knuckleheadlive.com
 
clamscasino":3z0lodhp said:
I'm about to find out, as I have just filled out the form on Egnater's website for support regarding my Renegade that just burned up an output tranny(i believe) and will let everyone know..just as I have been letting everyone know what a great sounding amp this has been week-in, week-out for the past two years on gigs around the Northwest

http://www.knuckleheadlive.com
Click to expand...


I'm, heading to Guitar Center today to get an Egnater back-up amp because of the tone, however if customer service at Egnater lets me down, I will exchange it for a different brand in the same price range and never look back.........I make my living doing this so I expect professional response from Egnater......
 
Wow,my experience has been very pleasing with Egnater.I emailed Nate,a couple of days later he emailed me back.We emailed back and forth a day or so[i got emails after hours so i know he was there still working late].I sent my Rebel 20 to California and couple of weeks later I get her back here in St Louis.I did send emails during that time and the replies were sameday sometimes ,and a couple of days the other times.I called once after getting my Rebel 20 back and Nate was on the phone but told me thru the other fella what i needed to know.I am very pleased with Egnater.!!
I have told many people about my experience and i think I've helped them sell a few heads because of Their service[amps sold thru the Local GC in the 'LOU'].I still have the one issue that they couldnt fix ,and I since I've gotten the amp back I noticed that..............
I STILL SUCK ON THE GUITAR!
THANKS A MILLION NATE
[AND THANKS TO YOUR SERVICE DEPT AS WELL]
Victrolla
ps
I dont work there and,I am not related to them either LOL
 
I have nothing but good things to say about my experiences with Egnater C.S. They've been more than fair and prompt with me.
 
hbucker":1hjqiig9 said:
I have nothing but good things to say about my experiences with Egnater C.S. They've been more than fair and prompt with me.
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glad to hear it..i just got off the phone with Nate and i sent him the proof of purchase via e-mail he asked for, described my issue with my Renegade and I might be a "first" with transformer burn -up....if that's what it is.....but that smell is distinctive. I'm awaiting his reply and R/A number to proceed with warranty work.

www.knuckleheadlive.com
 
just heard back from Nate with the R/A number....took all of 5 minutes.....great customer service that goes with the great tone..i'm a satisfied guitarist AND customer!!!!!!.....just tried a Tweaker Head 88w while i was buying a back-up Renegade....wow!...........funny name, though...lol..I'm waiting for the 200watt "Crack Ho" lol
 
it got a little sticky today as i talked with the Egnater certified repairman up here at my end and he's still waiting to hear from Nate as to whether he should fix the broken component himself or get shipped a whole new pre-amp circuit board....a capacitor shorted out and took out the pre amp circuitry.Nate said"let me check my supply, and I'll call you right back"...we are still waiting....this was Wednesday..the repairman maintains he can fix the component, but Egnater doesn't always let him do that.....my new Tweaker88 will magically become a DoctorZ or some other brand if this doesn't get cleared up in a reasonable amount of time..I have gigs this weekend.
 
Unfortunately the end of last week, the factory was closed for a couple days, so if Nate did not get back to you, that was likely why. However, if you did not hear back today, definitely give him a call to make sure it's handled. He is usually very good about it, but being away from work for a couple days always means a mountain of things when he gets back in the office.
 
I didn't get an e-mail about this reply from rig-talk...or i flat missed it...lol.....at any rate...I want to publicly thank Nate and Egnater®...my amp which is two years old and has, now that it's safe to say<:O),durn near a thousand hours of weekly gigging and recording was fully repaired and back online within 5 business days!..i had bought another Renegade head in the interim because my back-up amp sounded like dogbreath compared to my Renegade and was going to try another brand if i wasn't satisfied with the customer service......well guess what, the second Renegade is staying!!!!.....I've been playing for over 40 years on and off professionally, and have always gotten comments about my great tone no matter what I played through..back in the day I was strictly a Plexi/Mark2 Marshall guy........this Renegade head is the best sounding most versatile amp I have ever played through and no I'm not an endorsee.I am MORE than satisfied with Egnater's customer service and now a happy owner of two Renegade heads, a 4x12 slant-cab and two 1x12 cabs.....and you should hear them sing through a combination of a 25 w greenback and a 90w Sheffield at low volume in the 1x12's!!!!.......now I'm gonna bi-amp......heh heh heh

www.knuckleheadlive.com
 
clamscasino":129l3feq said:
I didn't get an e-mail about this reply from rig-talk...or i flat missed it...lol.....at any rate...I want to publicly thank Nate and Egnater®...my amp which is two years old and has, now that it's safe to say<:O),durn near a thousand hours of weekly gigging and recording was fully repaired and back online within 5 business days!..i had bought another Renegade head in the interim because my back-up amp sounded like dogbreath compared to my Renegade and was going to try another brand if i wasn't satisfied with the customer service......well guess what, the second Renegade is staying!!!!.....I've been playing for over 40 years on and off professionally, and have always gotten comments about my great tone no matter what I played through..back in the day I was strictly a Plexi/Mark2 Marshall guy........this Renegade head is the best sounding most versatile amp I have ever played through and no I'm not an endorsee.I am MORE than satisfied with Egnater's customer service and now a happy owner of two Renegade heads, a 4x12 slant-cab and two 1x12 cabs.....and you should hear them sing through a combination of a 25 w greenback and a 90w Sheffield at low volume in the 1x12's!!!!.......now I'm gonna bi-amp......heh heh heh

http://www.knuckleheadlive.com
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Lucky you - I'm still waiting for an email from Egnater to confirm if the problem with the powerlight on my Rebel 20 is likely to develop into something more serious. :no:

Not impressed. :thumbsdown:
 
I recently bought a tourmaster4212, and had a horrible experience with guitar center when buying it. I won't go into details because it would take a lot of time here, but let's just say that I was promised things to be ordered that were missing, and when I called later, I had to pay for them. Was not very happy. Anyway, to get back on topic, Nate, Ian, and Hans have been awesome to deal with. Two days before the tube warranty ran out, the amp died on me. Mains fuse blew. Was not very happy. I ended up having to take the thing to a service center 3 hours away, and this was one way at 3 hours. It was in the service center for a month. Got it back, and sounded like shit. I was ready to just demand my money back from guitar center and get something else. But I got a hold of Hans and Ian. They were researching what could be the problem, and it hit me. Check the pre amp tubes. This thing had the worst muddy over the top low-mid tone and it was horrible. Turns out the tech put the wrong tube in V1, it was a shitty silver series GT. It was supposed to be in the slot for the reverb driver. I swapped it out, and it came back to life. I also had to bias the amp, the tech forgot to. It was sitting at 79ma, when it should be 120ma. Ian and Hans were excellent to deal with, however, ProTech in silver spring Maryland were not great to deal with. I would never take another piece of gear there again. The guys at Egnater truly care about customer service, I just wish they had a better warranty repair facility closer to me. Next time I'll just fix it myself if there is an issue and I have to take it back there.
 
Power lights are not usually a big problem. Most of the tiem you just remove the jewel and tighten up the bulb.
 
Don't have a schematic but power-lights are just parallel with the power-switch most times. It doesn't enter the amps' circuitry so it has nothing to do with any of the internal components. No worries. Mine did the same thing. Cheap socket. Wasn't making good contact. Removed the jewel, twisted the bulb around a few times and it went away. You could also spray some contact cleaner (NOT in the socket) on the tip of the bulb-base if it's real bad. If that doesn't work, the only other thing I can think of is it could be shitty AC at the building or home where you have it plugged in. Intermittent draw somewhere?
 
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