Sweetwater repair

  • Thread starter Thread starter mixmkr
  • Start date Start date
mixmkr

mixmkr

we don't need rest!!
anybody ever use their repair services?

I've ALWAYS been happy buying from them. But recently, sent a Roland keyboard/workstation there for repairs, and they've had it for 2 1/2 weeks and the guy at repairs was the rudest person just trying to get an ESTIMATED time frame when they'd even know something. Couldn't get an answer and it seemed like he was answering questions I wasn't even asking. I called my sales rep and maybe he can help out. I certainly don't want somebody ticked off working on my equipment, but I'd just like to know.......ya know??

Anyrate, I sent it there because of great past BUYING experiences and their advertising of fast repair turnover times.....4-5 days typically.

I'm actually kinda shocked with this situation, because Sweetwater has always been top shelf with me. Just great to deal with.
 
Man I'm really shocked. I've dealt with them for a year now and like you said the sales engineers are awesome. I haven't sent anything for repair so I can't say anything about that. I would recommend to see what your rep has to say and from their I would talk to someone in customer relations. Be sure to name the person who was rude on the phone if you know his name. I wouldn't be surprised if they gave you some kind of discount or something like that for your trouble. Keep us updated. I'd be interested to know how this panes out.
 
Typically excellent

My first round was when I laid out almost $8,000 buying my Kurzweil K-2500XS with other equipment from them, back in 1999. Good experience.

Then, my next couple of purchases went smooth, too.

But then I was handed over to a different sales engineer, who really didn't, and doesn't, know anything about keyboards. In fact, when I am ready to buy another keyboard, I will request a different person than who I am assigned to, presently.

I also had a not-so-great experience with him on one simple, sales request, and felt strongly enough about it to write Sweetwater's owner, who got involved. You can do the same, if you feel strongly enough. Chuck, the owner, does take his company seriously.

I still give Sweetwater top marks for most everyhing, all things considered.

chuck_surack@sweetwater.com

That's an underscore character between his first and last name.
 
I love sweetwater, i cant buy from anyone else anymore. I'm surprised that one of there employers would act like that. Tell on him, he wont hear the end of it.
 
I bought a used Presonus stereo compressor on eBay that turned out to be sold by Sweetwater (they explained that they conceal their identity to avoid angering manufacturers... ). It had a noticable 60-cycle hum, so they took it back to repair, being an authorized Presonus service center. It came back to me with an increased buzz and a loose power transformer - I could hear it before I opened the box. I sent it back again, and still it wasn't fixed. They refunded the money, but the whole saga took 2 1/2 months. I would never send their repair department anything. And while a few new-item purchases through them have been good, I was quite disappointed by their service on the whole for this used purchase.

Good luck with your gear.
 
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