I am I being treated unfairly

[Bigsam]

Here is my situation. It has unfolded over the last 6 months

I bought a new VH4 in 2002 and I no longer have the receipt. The amp has only been used in the house, no gigging. We have kids now, so it has been used approximately 2 hours per year in the past 4 years. Last fall the family was out of town, so I play for maybe ten minutes and the amp goes quiet, with 2 of the lights coming on on the back of the amp.

I called the local diezel dealer and he said to take it to the repair shop next door for new tubes. The amp repair shop said it was the output transformer and had tried to correlate a plan of repair with Terry, which took many weeks and ended up with me being told I would have to send the amp to Atlanta.

I didn't have the receipt and despite contacting the store where I bought the amp as well as American Express, I couldn't get a copy of the receipt or the bill showing where I had paid for the amp. I made it clear to Terry that I had gone back to school and could not really afford any repairs, so that if wasn't going to be covered under the warranty I would have to just let it set in the closet and collect dust. Terry said that it would be covered so I spent nearly $250 to send the amp to Atlanta for repair, where it has been since December.

After many unreturned emails from Terry, he finally invites me to reach out to the amp shop in Atlanta, which I have done. Now the amp shop wants to ascertain warranty status with a receipt of the original purchase, which I still do not have. The person at the amp shop has communicated with Peter Diezel who says they will donate the output transformer, but nothing else as the amp is now deemed not under warrantly. As I said I cannot affroord repairs as I am now in a different financial situation. I understand that Terry now doesnt work for diezel, but I am out the rather pricey cost of shipping to now find out that I am still going to have to foot the bill for most of the repairs. I think diezel should step up and make good on what their ex employee had promised. What does everyone here think?

 

[MARK2C]

I was told in 1999 that my receipt was my proof of warranty, so I still have it.
I've since moved on to a 2007 VH4 and the receipt is still the proof of warranty.

A. Why did it cost you $ 250 to ship the amp ?
B. Why did you not contact Peter Diezel earlier ?

Coming from a business that had to deal with warranties, people were always trying to
screw us, so proof is a pretty big deal. I think that Terry may have acted on his own, but
Diezel Gmbh would have already had the problem fixed, even faster with proof.
It's nothing personal, but it's a business too.

 

[PaulyPanacea]

where did you buy the amp from? 99.9% of places you buy high end gear keeps detailed records..even for years to follow. i would contact the dealer you bought it from & see if he can provide you with a copy of your receipt.

and where did u ship your amp from?? Bulgeria?? i shipped mine cross country Next Day Air & it only cost me $250. Best of luck. i think that is your best option. Peter & Co will take great care of you

 

[GuitarGuyLP]

I would send Peter an email directly since he is taking a break from Rig Talk, also contact the place you bought it from, and see if they can look something up. Diezel in the US is in a bit of a transition, so going to the source should work best.

Also from what I have seen around here things will be taken care of, or at least a solution will be reached that makes everyone happy.

Keep looking for an invoice as proof since that will make everything a lot easier.

 

[Bigsam]

Thanks to everyone for your input. In response to some of your questions:

I have not contacted Peter earlier because customer service is all over the internet when it comes to diezels. I had laid my trust in the system as it was presented to me.

I bought the amp from the "amp shop" in los angeles. I contacted them and they only keep records for a year according to them. I contacted American Express to try and get a copy of my bill that showed that I had paid for the amp, and they keep records for 7 years. At the time it was 7 years and 2 months and they could,thus, not provide me a copy.

Before my going back to school, I was a small business owner, so I understand the importance of playing by the rules; I can not produce a receipt, so technically there is no warranty. I was fine with accepting that and just being bummed with myself for not keeping better track of the receipt. I thought it was very gracious of Terry to include me under the warranty umbrella without the receipt, but thought that for a boutique item it was not unheard of to err on the side of the customer under various circumstances.

I shipped the amp from St Louis with $5,000 worth of insurance, but there were no sort of time guarantees for delivery; no special shipping arrangements. I have never shipped an amp before, so maybe UPS suckered me.

I would love to know how to email Peter if someone could let me know his email. I agree that might be the best way to handle this. Again, I recognize I cannot provide a receipt, but my whole issue is that I would have not been able to financially swing paying for repairs, so I would have not shipped it without being told that it was covered under the warranty

Thanks again for your help

 

[MARK2C]

peterdiezel (at) diezelamplification.com

I don't get your meaning about Diezel Customer service, but for over 11 years
I have zero complaints.

 

[PaulyPanacea]

get with Peter. he will help you the best he can. He is on vacation for a few wks..so it may take a lil time. Be patient.

 

[Ventura]

I feel for you man... And it seems your post was written earnestly and honestly. It is unfortunate that some of the 'tight ship run' was apparently compromised by the former US representative. I can't speak about that directly, however, what I do know is that the support network even currently void of such an individual, is still exceptional and fair.

Being 7+ years, there may be some questions as to the validity of this claim - strictly from a statute of limitations perspective. Secondly, it seems the big issue here is you minus 1 amp, and + some extra expenditures you weren't banking, + an implied further expense at getting aforementioned 1 amp back home. I can sense this to be a big issue - and perhaps this forum might not be helping all that well when answers in the 'now' are needed.

With all that said, emailing Mr. Diezel himself will get you to the source - and he is magical when it comes to remedying many client matters. You'll be happy to know that pretty well everyone here is solid and speaks the truth to the best of their knowledge. Diezel are amazing amps - this is a fact. But the people behind them are where the real magic exists.

Sincerely,
V.

 

[GuitarGuyLP]

Just to give you an idea of Peter's customer service. I bought my Einstein used, and I posted a question here. It turned out that I might need a tube socket, and a couple of screws. Peter told me the specs of the screw, and offered to send some to me...In Canada no charge!!!!!!!! He also offered to send me a new tube socket!!!!!!!! I have never got that level of service even with amps I have bought new. Its just to bad that the timing is not great with the changes in the US structure and Peter on vacation.

 

[MARK2C]

In all fairness, like and engine or transmission your needing the second most expensive piece on the amp.
The other is the power transformer. Diezel transformers are not mass produced crap wound in an alley behind
a strip club. They are precision units made in Germany and they are very expensive. You would be lucky that Diezel would warranty
a transformer. No other company, not even Soldano warranties them. So take it easy with the " Oh woe is me" stuff.
It sounds like a guy who buys a Ferrari and sits it on blocks after the tires wear out.

 

[gbsmusic]

Ive seen Peter take care of quite a few issues just on this forum and I would say their customer service is second to none!!

 

[steve_k]

Terry really dipped Diezel in the grease and left a bad taste in peoples mouths. Both my Diezels are only a few years old but I would be hell bent to find a receipt. And, I don't think I would need one. Those people in Atlanta need to be a little more understanding and only need a nod from one of the Peter's to fix your amp. Email both Peter Diezel and Peter Stapfer. If you have another $250 to spend, buy an airplane ticket to Atlanta and go collect your amp. Take it to another warranty dealer.

Steve

 

[Xman]

Terry really dipped Diezel in the grease and left a bad taste in peoples mouths. Both my Diezels are only a few years old but I would be hell bent to find a receipt. And, I don't think I would need one. Those people in Atlanta need to be a little more understanding and only need a nod from one of the Peter's to fix your amp. Email both Peter Diezel and Peter Stapfer. If you have another $250 to spend, buy an airplane ticket to Atlanta and go collect your amp. Take it to another warranty dealer.

Steve

Why did Terry leave? He appeared supernice and helpful on this forum.

 

[Xman]

Terry really dipped Diezel in the grease and left a bad taste in peoples mouths. Both my Diezels are only a few years old but I would be hell bent to find a receipt. And, I don't think I would need one. Those people in Atlanta need to be a little more understanding and only need a nod from one of the Peter's to fix your amp. Email both Peter Diezel and Peter Stapfer. If you have another $250 to spend, buy an airplane ticket to Atlanta and go collect your amp. Take it to another warranty dealer.

Steve

Why did Terry leave? He appeared supernice and helpful on this forum.

Answer not necessary. Found it myself on the Internet. As you can read in my Off topic thread does seem as if i was "quite" wrong in my judgment. Really a quite unbelievable story....

 

[synchu]

Bulgeria??

It spells Bulgaria, just for the record. Shipping from here will be hell lot more expensive, btw, than 250$, as from pretty much every country in EU.

Good luck to the OP. I am sure Diezel will get you sorted.

 

[Jimmie]

I think diezel should step up and make good on what their ex employee had promised. What does everyone here think?

in Diezel's defense...
I play the shit out of my gear and I anticipate that my shit will break. As with anything, I drive the shit out of my car, its breaks. You've had your amp for 8 years, hard to tell what power conditions you're running into your rig, if your impedance was matched to your cab, etc but 8 years seems like a really good run. What else have you bought since 2002 that lasted 8 years?

I'm liking what I hear about Diezel more and more...