Rode microphones - customer service.

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Recordinging

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I'd like to know what your experience with the Rode microphones customer service is. I own quite a few Rode microphones since I am a huge fan. The k2 for vocals, Ntg-3 and rode videomic pro for live work and many more. I've seen a lot of threads, both here and elsewhere, talking about how great they are and quick to respond. Most of them are not new so something might have changed.

I bought a WS7 windfilter for mic shotgun mic a few months back. I used it twice and noticed, the third time I was going to use it, that it had a small rip in the front that looked like something had come apart. The hole keeps getting bigger and it has become unusable. I sent a message to Rode to see if it was covered and if it was something that they were aware of might happen. They sent me a message back and told me to talk to my local dealer (I don't live in the USA and there is only one dealer here). I sent them back that I had not bought the windfilter from that dealer but got no reply. So I talked to the dealer anyway but was told to contact Rode again. So I sent Rode another email. After some wait I got a reply that of course I shouldn't talk to that dealer since I hadn't bought it from them, and they asked me where I had bought it. I sent them where I had bought it (in the UK) and didn't get a reply. So I sent another email and used both their site and replied to their email and still won't get a reply. It's been more than a week since I last heard anything.

I know it's just a windfilter that cost almost nothing compared to the wast amount of money I've spent on their microphones, but that just pisses me off.

So either Rode are dropping the ball on their "great customer service" I've seen reported... or that customer service is reserved for some other countries.

To be clear: This ranting about their customer service, not their mics.

I just hope that none of my Rode mics require me to contact them again.
 
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Sorry to hear this, I have had only great service form Rode in the past, even repairing a second hand mic that I had bought under warranty. I actually own 5 rode mics and even own a prototype 1st edition NT1.

Are you contacting rode direct in Australia or somewhere else?

Alan.
 
Since the war, we've felt a little strange about Icelanders... :D

No probls from me in my only dealings with them, which was actually about a Presonus unit for which they were the service reps at the time (but no longer...)
 
In Europe the guarantee is with the dealer you bought it from.

So you need to contact that dealer and have it out with them.

If you bought it mail order from a dealer in another country - this is, unfortunately, one of the penalties you have to pay for doing this.
 
I bought it in a store in London when I was there. Yes, I talked to Rode directly. The thing that bothered me the most was it took them over two weeks to finally tell me what took John Willett here above one day, I'd have to contact the supplier for the store that I bought it from and the info I needed to find the supplier. Only took some 6 emails to get that info. Now I've sent an email to the supplier who replied (presumably automatically) that "WITH ANY REPAIR/ FIRMWARE UPDATE, THERE IS A SMALL CHANCE THAT SOME DATA WILL BE LOST AND IT IS HIGHLY RECOMMENDED TO BACK UP DATA BEFORE SENDING OR BRINGING THE UNIT TO US FOR REPAIR/ SERVICE."

I've given up. I'm not sending any more emails. If I had worked in a McDonalds restaurant for the time it's taken me to deal with Rode, I would have been able to buy a few new WS7 windfilters. Maybe I'll just do that. Probably not though.
 
So you are blaming Rode for the short comings of the shop you bought it from?

Send an official complaint to Rode about the lack of warranty service you got from the shop, give them the details of what you bought, how much, when, and a copy of the emails you sent to the shop and the reply.

Alan.
 
Here now. Move along ..... There will be no bad mouthing Rode microphones around here.
 
witzendoz said:
So you are blaming Rode for the short comings of the shop you bought it from?

Send an official complaint to Rode about the lack of warranty service you got from the shop, give them the details of what you bought, how much, when, and a copy of the emails you sent to the shop and the reply.

Alan.
Click to expand...

Yep, do this^^
 
witzendoz said:
So you are blaming Rode for the short comings of the shop you bought it from?
Click to expand...

No, not at all. This whole post is about their "official" customer service, not about the shop at all. After more than two weeks talking to the customer service, Rode gave me the address of the UK supplier TO that store an my last email was to them. I don''t blame the store at all. And to be clear I am not talking trash about their microphones, I'm a huge fan of those.
 
I know your not trashing Rode microphones .... Am just having a bit of fun.
 
UPDATE 12/20:

I received a package from Rode today with a brand new WS7 windfilter AND a Rode blimp! A BLIMP! That is amazing and I would like to thank James Biddle (US Sales & Artist Relations Manager for Rode) for getting involved in this. Thanks alot. I should stop ranting.
 
Recordinging said:
UPDATE 12/20:

I received a package from Rode today with a brand new WS7 windfilter AND a Rode blimp! A BLIMP! That is amazing and I would like to thank James Biddle (US Sales & Artist Relations Manager for Rode) for getting involved in this. Thanks alot. I should stop ranting.
Click to expand...

That is so great to hear. I hope you enjoy your Rode Blimp and your new WS7 windfilter! Rode service isn't all that bad after all, is it? ;)

Cheers,
Darren.
 
I had jokingly contacted Rode a few years ago after I had seen that they were giving away some swag and stated that I missed out and would like to know if it was to late to receive anything.

Well long story short about 2 to 3 weeks after that email I got this huge box from OZ just jammed to the top with everything that you can imagine from Rode -short of microphones- I thought that was very cool of them.
 
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