Mr. William Mendello
Chairman and CEO
Fender Musical Instruments Corp.
17600 N. Perimeter Drive, Suite 100
Scottsdale, AZ 85255

Dear Mr. Mendello,

After some comparison shopping, I purchased a Fender Mustang amplifier last month. As a long time Fender fan with an original Deluxe Reverb from the 60s, I chose your product over the many others on the market. I was also intrigued by the Fender Fuse software that facilitates additional pre-sets on the amp.

Soon after the purchase I ran into a significant problem with your Fuse application. In essence, it would not load on either of my computers even after a half-dozen attempts at re-downloading. On October 14, 2010, I contacted your Consumer Relations folks, making them aware of the problem and requesting their help. What followed was a series of back and forth e-mails (16 at last count!) that went on and on for three weeks! To date, there has been no resolution and I still cannot make use of Fender Fuse.

During this ordeal, my primary contact was Mr. Ken Porter. He explained that a number of other customers experienced the same issue and that the problem involved a bug in the program. He further explained that your company was working with Microsoft for a resolution. Ostensibly, the explanation had some merit.

However, when pressed with questions regarding specific action being taken by Fender to fix the program, Mr. Porter could provide no answers. It became increasingly clear, in my view, that no active follow-up on this issue was being conducted by your staff. In fact, Mr. Porter’s last message to me he states, “we really don’t know when we’re going to have a fix.” I find that explanation unacceptable; and I hope you do, too.

Lastly, Mr. Porter suggests that I return the amplifier for a refund. That’s the answer? That’s the way you want your employees to resolve problems? That’s the way you want your staff to run your business? Really?

Mr. Mendello, I am asking your help with this. If you have any questions or need additional information, please let us know.

"Lastly, Mr. Porter suggests that I return the amplifier for a refund. That’s the answer? That’s the way you want your employees to resolve problems? That’s the way you want your staff to run your business? Really? "

I would have taken it back to the shop at the first sign of trouble. That should be your first step. If they can't help you at store level, then you escalate to the next level.

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I have a solution and it's called Line 6 Spider Jam.

It looks like Fender is using it's consumers as Beta Testers.

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Life...... It's sexually transmitted and always fatal

+1000

Arjay

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"Here's why reliability is job one: A great sounding amp that breaks down goes from being a favorite piece of gear to a useless piece of crap in less time than it takes to read this sentence." -- BRUCE ZINKY

Thanks, Yoda and Retro!!!

At this point, it's a Fender Fuse "software" problem...not a "hardware" problem!

Maybe Bill will read this!!!

How sad...Most reputable organizations would try to resolve the problem. Not bury it. Bill Mendello...are you here?!!!

I would suspect computer issues before I would email Fender. Fender doesn't make the computer. There are many variables with hardware/software compatibilities. An updated driver for your computer is probably all that is needed. It sounds to me like Fender was very helpful to try for three weeks to help you with what may be a computer issue.

Edit:


What are you saying? It is still open, I posted....

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---> "The amp should be SWITCHED OFF AND UNPLUGGED before you do this!" <---

Por favor, disculpe mi español, no se llega a la práctica con mucha frecuencia.

[quote="yodacaster"]"I would have taken it back to the shop at the first sign of trouble. [quote]

+1 more

Gridlok

Sounds more like a problem with Microsoft than anything else. Funniest oxymoron I've ever heard was Microsoft Works. Anyways, my question is if you own an original deluxe reverb from the 60s why would you want any other amp? Aside from another deluxe reverb or similar amp from the 60s? >_>

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I traded my car in for a microphone.

haha the Ceo of Fender definately dosn't get on these forums.

If you look at the Fuse section of the forum, it seems like tons of people are having problems. Fender and Microsoft are making the software. They should be sure it's ready to launch before distributing it. Fender is in existence today because of we the consumers. Not the other way around.

If you release a product, it should work as advertised. It is way beyond an updated driver. I don't think Fuse is on the top of Microsoft's fix list. They used their consumers as Beta testers pure and simple. Fender really isn't really a software company they are a musical instrument company. Just look at all the problems people had with firmware updates on the GDec.

I don't get why people defend a huge corporation when they are clearly in the wrong.

Once I get time, I'm going to try Apple's Garage Band on my Mac. All I need is an interface and I'm all good to go.

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Life...... It's sexually transmitted and always fatal

No, but Brad does. I don't expect he has anything to do with the software in question, but he might know a man who does. He occasionally weighs in on these sorts of threads: be interesting if he does here...

BTW: one reason for not taking it back to the shop would be if jaydv likes the amp and wants to keep it, but simply wants the software to work too. That would make it worth persisting in trying to find a solution.

Good luck - C

Well said, Ceri...and thanks for your constructive comments.

Whether the CEO or Brad checks this out, I know that LOREN (from Fender tech support) HAS had an ear to this discussion...the silence is deafening!

They'll get it. Should've made sure before distribution.

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10-4 good buddy, over and out!

Evidently, their recent layoffs also included vital QC personnel.

I would have taken it back to the store in a heartbeat.

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You dig?