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Posted: Tue Nov 16, 2010 9:47 am
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Okay I understand. Sometimes it's difficult to know when someone posts on the forum and contacts us through email that they're the same person. We are still working to resolve your issue. You'll hear from us soon. Thank you for your patience.

Loren

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Posted: Mon Nov 29, 2010 5:14 am
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I've gone around in cirlces with the Fender people, including Loren Howard, regarding this issue. I even sent a snail-mail letter to the Fender CEO Bill Medello who, to date, hasn't had the courtesy to even acknowledge its receipt.

The Fender staff seems to come up with excuse after excuse to try to explain what's wrong with their FUSE program. The continue to blame Microsoft and Silverlight for their woes. BUT...they won't give any details about their actions to correct the problem. They keep saying that the "bug" will be fixed soon...but they can't define "soon!"

Like many in this Forum, I've tried all the suggestions provided by Fender to get this thing to work. And I agree that users shouldn't have to go through all these fruitless steps just to get a program to download properly.

All we want is what we paid for...is that too much to ask?

Below is a copy of my letter to Mr. Mendello, CEO of Fender...

Mr. William Mendello
Chairman and CEO
Fender Musical Instruments Corp.
8860 E. Chaparral Road
Scottsdale, AZ 85250

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 me know.

Yours truly,


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Posted: Mon Nov 29, 2010 9:40 am
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Hi Jay,

We're sorry that we couldn't get your issue resolved in a timely manner. This problem is causing some head scratching here as well as over at Microsoft. Hopefully we'll have it resolved soon.

Loren

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Posted: Mon Nov 29, 2010 9:56 am
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Ahhh....there's that word "SOON" again!!! This year? 2011? 2012?


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Posted: Mon Nov 29, 2010 11:04 am
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Shoegazer wrote:
Ok. After 7 tries I finally got it working. I had to reconfigure my firewall settings and reinstall IE, but it now works.


SEVEN trys? How sad! Shame on you, FENDER FUSE!


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Posted: Mon Nov 29, 2010 11:46 am
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Hi Jaydv,

What did you change in your firewall?

I spent the past 4 hours reconfiguring my PC, deleting ALL instances of Fender, FUSE and Silverlight, including the Registry. Rebooted many times and re-installed Silverlight and FUSE. Same problem "Loading. Please wait...".

FUSE runs well on my wife's Vista laptop, but she wants her computer back. I'm running XP Pro, SP3.

Thanks,

Dancin Dan


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Posted: Mon Nov 29, 2010 12:24 pm
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I turned my firewall off and also stopped my Malwarebytes anti-virus filter. Same result. Then I removed Windows Internet Explorer and re-installed. Same result! "Loading Please wait..."

This appears to be a very serious problem and very frustrating! I really wonder if the Fender team can solve this one. Good luck!


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Posted: Mon Nov 29, 2010 1:59 pm
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On the one hand, it's apparent that I'm not the only one going through this frustration. Believe it or not, I have an e-mail from the Fender staff that this problem has occured with only 8 (EIGHT!) users!

On the other hand, I can't help but wonder if Bill Mendello (CEO) is even AWARE of how significant this issue is...

Bill...are you LISTENING?!!!


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Posted: Tue Nov 30, 2010 3:52 pm
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Loren...what's your definition of getting it fixed "soon?"


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Posted: Thu Dec 02, 2010 9:34 am
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Jaydv wrote:
Loren...what's your definition of getting it fixed "soon?"


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Posted: Thu Dec 02, 2010 10:30 am
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Hi Jay,

As I mentioned before, we are still working to resolve this issue. I am hesitant to even give you a rough time frame in which we will have this issue resolved mostly because it is up to Microsoft to fix a flaw in Silverlight. Your continued patience is greatly appreciated.

Loren

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Posted: Thu Dec 02, 2010 5:09 pm
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Loren Howard - Fender wrote:
Hi Jay,

As I mentioned before, we are still working to resolve this issue. I am hesitant to even give you a rough time frame in which we will have this issue resolved mostly because it is up to Microsoft to fix a flaw in Silverlight. Your continued patience is greatly appreciated.

Loren


Ms. Howard...can you, AT LEAST, tell all of us whether you think the resolution of this significant customer dis-satisfaction issue will be in 2010, 2011 or 2012?


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Posted: Fri Dec 03, 2010 7:07 am
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Hi everybody,
I don't know if this has already been posted, it's just too trivial..
Anyway this worked for me:
Open your Silverlight from the menu or rightclick on the blank screen of Fuse. Go to the application memory tab (don't know what it reads in English, I have the local German version) and check the "activate application memory" checkbox at the bottom. After that restart Fuse.

If it is already checked and still does not work: wait for Fender to have it fixed... Good luck, I've got my Fuse working now 8)

Cheers

Joerg


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Posted: Sat Dec 04, 2010 5:41 am
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balu4711 wrote:
Hi everybody,
I don't know if this has already been posted, it's just too trivial..
Anyway this worked for me:
Open your Silverlight from the menu or rightclick on the blank screen of Fuse. Go to the application memory tab (don't know what it reads in English, I have the local German version) and check the "activate application memory" checkbox at the bottom. After that restart Fuse.

If it is already checked and still does not work: wait for Fender to have it fixed... Good luck, I've got my Fuse working now 8)

Cheers

Joerg


Thanks, Joerg! Tried it...still won't work!

Guess we'll all have to rely on Loren Howard to fix this. Not very confident that she's doing anything at all...she won't even tell us if she thinks the fix will happen this year, next year or in 2012!


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Posted: Sat Dec 04, 2010 8:12 am
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Just for the record, I have spoken with Loren on the phone regarding this issue. He is truly concerned and is not about to let this issue get the best of us. I am a programmer and I know that dealing with an unknown cause, or causes on client computer systems is a challenging proposition. Everyone's computer is probably configured differently and certainly has different versions of various programs installed. The Windows operating system integrates all of these different programs making it difficult to figure out if the problem is really yours, or the result of some other application's configuration.

In all fairness to Fender, the fact that they only have eight FUSE customers with this issue is a sign of good programming, especially since they are depending on Microsoft for the user interface (Silverlight). Loren, Alan and the rest of the tech support group have been working diligently with the FUSE programming team to resolve this issue.

I believe providing relevant, useful feedback to the tech support group is in our best interest. I want to get FUSE working just as much as Fender does.

Loren and Alan have been very professional gentlemen on the phone and in email communications. Let's work with them to resolve this issue!


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