Hello and goodbye (a respectful observation)

[rlord1974]

Sometimes you have to stick up for yourself. Good on you, Bruce!

And, as for Bruce's "responsiveness" to his customers: I have emailed him directly at least 4 or 5 times over the past year and he has always got back to me within 24 hours with the responses I required. So, what's the problem with Egnater's customer service again?

I don't believe TCC called Bruce and emailed him as many times as he claimed. And if he did, he was using the wrong contact information!

 

[MarcoR]

1. I’ve always received great service from Egnater.
2. My MOD50 sounds just as good today as it did in the “Golden Days”.
3. Bruce rocks and I’m sorry he has to tolerate threads like this.
4. Don’t feed the trolls.

 

[Doubleneck]

About a year ago I was having a problem with the midi on my MOD100 not changing channels correctly, this started happening after a power surge. I called Egnater and Bruce sent me a brand new midi board at N/C.

How's that for service.

 

[Ian Egnater]

I suppose since I was brought up as neglecting this, I should say something as well. Everyone on this forum at this point knows how to directly get a hold of me, and 99% of them can vouch for the fact that they get timely responses. As my dad said, I didn't feel the need to come on here and bicker about our character. As you can see on any of the forums I frequent, I will discuss products and resolve issues. You seem to have already made up your mind to sell everything we made, which is your decision to make. We strive every day to make this company the best we can, and yes we make mistakes along the way. We own up to them and try to do the best we can to improve on any areas we are lacking. As I've posted many times before on this forum, my direct e-mail is Ian@egnater.com, and I will gladly discuss anything you would like via private e-mails. I don't think airing dirty laundry on a forum is usually appropriate or respectful.

 

[Bucksears]

And, as for Bruce's "responsiveness" to his customers: I have emailed him directly at least 4 or 5 times over the past year and he has always got back to me within 24 hours with the responses I required. So, what's the problem with Egnater's customer service again?

Since being in contact with Ian for the first time in December, I've had very positive/timely (all things considered) responses. It sounds like a three-person crew over there and based on the response/service I've gotten (both hands-on and communicative), I have nothing to complain about.
I bought my M4 and RT2/50 used and my modules new, but got well taken care of.

 

[hbucker]

Bruce & Ian,

Surely by now you know how hard it is to tell guitar players anything...

I appreciate the effort though.

Thanks for the c.s. you've personally given me!

 

[veets987]

I personally have had great response from Bruce directly through email recently. I was having issues and questions about my renegade and he was extremely prompt on replying multiple times and even going far and beyond in digging and trying to find a solution. And there was actually nothing wrong with the amp at all just a little switch that needed to be switched on the inside for my effects loop. Rock on BRUCE!

 

[suzuki211]

I feel the need to address this! I've had several Egnater, Egnater by Rocktron and Randall designed by Egnater products from the late 1990's to present and have had a few issues but with a phone call or email, Bruce has always taken care of his designs with the care in which was put into them. We've never met, just chatted on the phone or email and everything has been taken care of. For myself, I'm very appreciative!

James

 

[JeepGuy04]

TCC,

Could it be you just work for another amp manufacture in competition with Egnater trying to create bad publicity? Who do you work for???!?!?! Bugera... Line6!?!!

These supportive responses speak for themselves to me

 

[roszatycki]

Dear TCC,,
You say we have not responded which further proves your point. What number have you called 17 times since March 8 and what did you say when you called? My phone number is 248-541-9100 and I have not received a single call or message from you that I am aware of. I'm not sure why you are so angry but if you feel you have been mistreated, I understand and apologize, for the 65th time. I suspected this discussion would go off in a different direction, as it clearly did, and I feared further attacks on my character. I suppose that is a bit cowardly but I did not feel it appropriate to attempt to defend my character here on this forum. I don't know who you are and I do feel your anonymous public airing of your grievances was not really necessary and served no purpose other than to garner support for your cause, whatever that is. I understand your points about customer service and I can assure you we work hard everyday to try to improve our service and products. No one knows what it is like to be me nor do I know what it is like to be you. I feel to condemn a person publicly without knowing "the facts", as you have done, is both unfair and improper and I choose to not be a part of it. I am well aware of the perception that the "golden days" of Egnater are over. I am also quite clear of the perception that I have sold out and desserted America by have products made in China. You, as a business professional, should be very much aware of the issues building reasonably priced electronic products to sell through retailers like Guitar Center and around the world. The boutique amp market >alone< is no longer a viable path for the future of Egnater. The modular products are unique in the amplifier world and will return in the future. I have chosen to make what I hope are the best decisions for my family and the people who work very hard to build and improve Egnater every day. Lastly, you say that the "the overseas line has terminated the modular line in terms of components and service". This is not true and I don't know where this fact comes from. Ian, Terri and I are here everyday taking care of new and old customers. We have never refused or stopped taking care of modular (or other) customers and still charge very little if anything for repairs on our handmade amps, regardless of age or who the original owner was. I'm not sure how my response will be interpreted here but please understand this is my life and my career and I am doing the best I can for my customers and family. Of course, I think you all know I am always open to constructive criticism and suggestions for improvement, which TCC has pointed out and I will address those points.

Since I have read this original post by TCC, I have contacted Nate, John, and Ian via E-mail numerous times and even spoke with Nate on the phone yesterday to 100% complete a request I had for spare parts. I have had nothing but incredible service from Bruce personally on technical issues as well as good customer service from his team. No way TCC had the correct contact info for Egnater. It's unfortunate that a few people can post on a forum like this and begin to make an accomplished, world class amp builder who is dedicated to customer service feel that he needs to defend his work and effort publicly. The fact that Bruce watches these boards in search of issues tells me right there he is dedicated to customer support and satisfaction. Keep up the great work Bruce.

 

[jlbaxe]

Jeff Hilligan was the most responsive member of the team, IMO. I spoke with/dealt with him many many times.

Are you sure he was still with the company when you were contacting him?

I don't think it's fair to bring him into this when he's not here to tell his side of the story.


FWIW, I miss the old days too.

I hope the best for them!!

I found RT because of Egnater and have had the opportunity to speak with and learn a lot from all the great people on this forum. While I don't like their current business plan, I have and still own one of the first Egnater MOD100's that is capable of accepting dual modules and I love it.

Bruce has always done me right and I will not fault him in anyway, but I do miss "the golden days" as well.

I also found this Great forum because of researching Egnater gear. I have met some great people here and made some really cool friends, including the two guys I quoted . I miss the Mod golden years also and have no problem owning the USA Mod stuff later on again. Still waiting on the E2

I always received great service and have spoken to Jeff H from the beginning of his time with them and he would call back and always take care of things. Jeff was a big help, shame it didnt work for either Egnater and Jeff but sometimes that happens.

My RT2/50 is one of the best power amps I have used. The M4 was killer with RT2/50

 

[Anolin]

Two pages later and it all boils down to this:

Opinions are like assholes. Everyone has one and they usually stink.

 

[Mailman1971]

I also found this Great forum because of researching Egnater gear. I have met some great people here and made some really cool friends.......

+100......I was a Egnater/Randall MTS nut before I found this board.
Owned 5 of them amps thru the years and all the modules you can think of.
Great stuff the MTS.....

 

[rynnce]

I saw Bruce drinking beer at Duggan's Irish pub awhile ago. What a slacker.

;p

 

[bruce egnater]

I was seeking inspiration for new products. I get my best ideas at the Berkley Front though.

 

[jlbaxe]

I was seeking inspiration for new products. I get my best ideas at the Berkley Front though.

 

[stevekroeker]

+1 for getting good communication from Bruce and Co. I dare anyone to try and get a hold of the CEO of Fender. I actually find it unbelievable that Bruce himself actually emails you. I'm super impressed. Thanks Bruce for your great service!

 

[rynnce]

I was seeking inspiration for new products. I get my best ideas at the Berkley Front though.

I did find some bar napkins with circuit diagrams written on them at the Front once....

 

[rizla]

PS

To jeepguy04

I checked and in the last year 65% of Bruce's and Ian's post have been of the "I'm sorry we're busy" variety. I don't consider posts making excuses to be viable and or to count as "presence". I could post on my companies site daily and address nothing....what would be the point. I
appreciate your opinion and observation but just because they post does not mean they are addressing certain issues. Thanks

To Rizia

You made the point that "If a product is no good then I don't buy it". Please share with us how you know a product is "no good". I would submit that the over 100 prior posts from users about the Renegade or Rebel or Tweaker line dealing with problems thought they were buying a "good" product. Are they all "idiots" because they purchased a product that had a problem? I would also submit that NOONE in the service industry survives with a "too bad for the buyer" attitude...and succeeds. I would submit you DO NOT own a service company and perhaps have no idea of the liability attached to manufacturing a product. What part of the "service" industry are you in by the way?

Thanks

In my 1st post I stated "I just took them to a local warranty repair guy. Or fixed it myself. Sorted. I will do the same if my Egnater should it fail in some way."
That is not letting any manufacturer off the hook. If it is something that I can fix quickly so that I dont have the product sitting at a warranty repairers out of commission for extended time I have no problem doing that.
Everyone in an industry working with clients/customers/public know that there are idiots amongst them. Its expected and not remarkable.
I was not inferring that you were an idiot though. Not at all. Sorry if it read that way.
My post wasn't really "too bad for the buyer".
About the closest analogy I could come to explaining what I meant would be a guy who buys a Mesa Stiletto and then complains its too bright with not enough bottom end. He bought the wrong amp. Simple as that. (personally I like the Stiletto).
Another analogy might be a guy who buys the cheapest cable he can find and then is amazed at how much his noise levels rise.
I buy very few products with out testing either at home or at the store and a quick conversation with an amp repairer will reveal what models and brands have a higher fail rate or things to watch out for. These are the same resources available to most.
One particular amp that I thought had some great sounds in it also had a high fail rate so I had to factor in the cost of an upgrade to make it perform more reliably.
As for the idiots statement, they maybe the ones that are the bread and butter of your business or they maybe the time consuming ones that prevent you from taking care of the bread and butter customers. Fortunately there are great people out there to work with.

 

[broknstuff]

I'm a nobody in the guitar world, yet every time I've contacted Egnater I've had a response. I bought a mod50 second hand, and needed a repair a few months later, and they took care of it really fast and cheap (they even threw in a new set of tubes free of charge, when I forgot to ship them the old ones, and their price included the return shipping to South Florida).

This pissing and moaning when a company changes isn't unique to Egnater. Yeah, it's nice to have a local mom and pop shop where they know you by name. And honestly, I think Egnater still retains that ease of communication (I've PM'd Ian a few times and he's always responded, and honestly, I don't know how often it was worth his time to answer my little questions). No one bitches about Marshal or Fender not listening and bending over to their every will and need. With small companies, like the handmade egnater line, the wait lines were/are long. Same for small time luthiers (go over to TGP and read about wait times of 2,3, 5+ years for a guitar). Larger companies will rarely have that shortage or weight lines (when was the last time you couldn't find a Line 6 product).

I was absent for the forum for about a year or so, and during that time it was announced that the modular line was on hold for the moment, and I learned that some people jumped shipped because they "didn't like" the new changes. I found that baffling. Does the amp you have still sound amazing and do what no other amp can do? The answer for me is a resounding yes, so why would I sell it? If people followed that same logic, we should have all stopped buying Fender and Marshall amps when they discontinued classic 'grail' models, and no one should look for those old amps again.

It's nice to support a small time company who's product you love. But I don't support egnater just because they're small (or their modular line at least), but I support it because it's the absolute best amp I could ever imagine owning or playing. It's expensive nature meant I sometimes had to buy second hand to afford it, but I still got no less respect or support from the company.

Honestly, the bitching and whining is getting a bit old and annoying. None of my post is targeting anyone in particular, nor am I referring to or insulting anyone's intelligence. It's the collective nature and sum of it over the last few months. It's all much to do about nothing. The company still supports all their products and will make repairs if needed. They haven't abandoned the modular line, it's just on hiatus. They still are active on the forums and answer questions.

Yeah I want an E2 as bad as anyone else, but guess what? It's not out yet (yeah I'll talk about how I can't wait for it to be out, but that's just out of excitement). In the meantime, I'll wait patiently and rock out on my Mod50 and love every second of it.

BTW: their GC line has some good sounding stuff and great price. The TM2x12 sounds as good, if not better, than the CAE 2x12 I got and it's way cheaper. It's a phenomenal 2x12, at any price, and luckily it's an affordable one.