--- In SergeModular@yahoogroups.com, John P <johnp299792@a...> wrote:
the nature of the faults is partly to blame for me "stalling" on getting
the panel looked at. The other factor is my work schedule.
The faults are maddeningly intermittent. I would be all set to ship the panel
to Rex and then the problems would disappear. It was only when the ADSR and
UAP on the same panel began erratic that the situation became critical.
I previously contacted Rex "twice" about the faults. First time he mailed me the VCO board
- which turned out wouldn't be the solution as the other faults developed soon after.
Second time he asked me to ship to Kevin. Due to workload I didn't do this
for 18 months - then the faults became critical hence my last request for the shipping
details as I could no longer work around the problems.
On all 3 occasions Rex replied immediately and showed willing to get the panel looked at
as quickly as possible. No complaints here. The loss of contact came when I queried the
request for an upfront payment for the repair.
This example will demonstrate how the nature of the faults have complicated matters -last
week a well respected tech inspected the panel and after 2 days
returned the panel to me because he could not find the faults I listed. The
VCO's, ADSR, UAP all behaved perfectly at his workshop.
The problems then returned 3 hours after I got it back home.
I personally drove the system to this tech for a second time and this time the
problems did appear.
Can you see how frustrating this has been for 3 years? Bear in mind these problems
would only sometimes arise in a complex patch - I'm a relative novice in Modular synth
terms and sometimes I could never be sure if the panel was actually faulty or whether
I was doing some weird modulating in the patch, etc.
As for how much time and money I would expect from STS for an out of warranty unit?
That's completely up to Rex.. as a customer I just expect people to be courteous and
reasonable, as I try to be.
KD
> Rex cut Kirk off not on some whim, but rather after 3 years ofHi John
> communications and other efforts that didn't go anywhere.
> Tell me, how much time & money is he supposed to spend to support a unit
> out of warranty?
> Has anybody had any dealings with Rex re service where he *didn't* go an
> extra mile or ten?
the nature of the faults is partly to blame for me "stalling" on getting
the panel looked at. The other factor is my work schedule.
The faults are maddeningly intermittent. I would be all set to ship the panel
to Rex and then the problems would disappear. It was only when the ADSR and
UAP on the same panel began erratic that the situation became critical.
I previously contacted Rex "twice" about the faults. First time he mailed me the VCO board
- which turned out wouldn't be the solution as the other faults developed soon after.
Second time he asked me to ship to Kevin. Due to workload I didn't do this
for 18 months - then the faults became critical hence my last request for the shipping
details as I could no longer work around the problems.
On all 3 occasions Rex replied immediately and showed willing to get the panel looked at
as quickly as possible. No complaints here. The loss of contact came when I queried the
request for an upfront payment for the repair.
This example will demonstrate how the nature of the faults have complicated matters -last
week a well respected tech inspected the panel and after 2 days
returned the panel to me because he could not find the faults I listed. The
VCO's, ADSR, UAP all behaved perfectly at his workshop.
The problems then returned 3 hours after I got it back home.
I personally drove the system to this tech for a second time and this time the
problems did appear.
Can you see how frustrating this has been for 3 years? Bear in mind these problems
would only sometimes arise in a complex patch - I'm a relative novice in Modular synth
terms and sometimes I could never be sure if the panel was actually faulty or whether
I was doing some weird modulating in the patch, etc.
As for how much time and money I would expect from STS for an out of warranty unit?
That's completely up to Rex.. as a customer I just expect people to be courteous and
reasonable, as I try to be.
KD