I just wanted to share my experience with the TE customer service and want to know how you feel about it.
As an example I will share one of my e-mails to them and their response to it.
_first of all i want to say CONGRATULATIONS for making a great synth like the OP-Z. _
i think it is a success!
now to my questions:
i purchased an op-z from thomann right when it came out so it is one from the first batch.
i encountered a “problem” with the buttons double-triggering, if they aren’t pushed down hard enough.
on the operator-1.com forum i read that other people had the same problem and returned their units for this reason to get an OP-Z of the new batch with the new print on it in exchange.
now my question is, have the buttons really been changed on the new batch? and have there been any other hardware changes in the newer batch?
_i would like to know, because if the buttons have been changed on the new batch i would like to return my unit to get one with improved buttons. _
but if they haven’t been changed at all and i would just get the same unit with different printed labels i would reconsider, if i really want to send my beloved OP-Z off.
so if you if you could give me some clarity on what changes have been made to the newer units i would really appreciate it as it would help me in making a decision.
THANKS YOU FOR YOUR HELP
…after waiting for 5 weeks…this is their response:
Thanks for the e-mail. Sorry for the delay!
We have a 1-year warranty on all of our products. So if you purchased the unit directly from us and are able to provide us with a receipt and a video showcasing the issue that you are having we can send you a replacement unit.
If you purchased the unit from a retailer, then contact them first hand.
teenage engineering support
So as you can see, it takes them 5 weeks to answer to a question I didn’t even ask.
I can understand people saying they are a small company and don’t have the resources and so on.
But If they take this long to answer, they could at least answer the questions that I asked, not the ones I didn’t ask.
I think it’s ridiculous to think the customer would be satisfied with an answer like this and to believe this is acceptable. If they want to pretend be a nice little company they shouldn’t behave like a big faceless corporation who doesn’t give a … about their customers.
Just my 2 cents…
What do you guys think?