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Post subject: Bad Customer Service
Posted: Wed Feb 05, 2014 1:00 pm
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I for one have to say that I've never encountered a less helpful customer service than the tech support at Fender......... The guy was too busy giving me his talking points to even hear me out fully........... This is the 3rd call for me and issue still not resolved. Hope others have a better experience.


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Post subject: Re: Bad Customer Service
Posted: Wed Feb 05, 2014 2:33 pm
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I have had decent C/S from them. It was Only a minor issue tho.
hope it all get worked out for you.


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Post subject: Re: Bad Customer Service
Posted: Wed Feb 05, 2014 5:07 pm
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I've had a few interactions with TSL in the forum, in PMs and on the phone.

I've found them to be knowledgeable and interested in resolving issues.

They do seem to be a bit overworked.

I'm not sure what you mean by 'talking points', but often customer support folk need to go through a checklist of standard questions just to make sure they have collected answers to basic questions and to ask you for some information that may seem obvious to you ("Is the unit pluged in?"), but are too often overlooked as obvious and can be related to the problem. Give them a chance.

Have you posted your issue here? Perhaps one of the members has encountered the issue and can provide some useful comments...

Best wishes...

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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 7:55 am
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shillnav wrote:
Well, I bit the bullet and ordered the M3-V2.

Are you having trouble with your M3-v2? Perhaps we can help...

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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 10:17 am
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Hi,
i contacted some weeks ago the TSL by email about some issues and particularly about the different scale (on most parameters) between Fender Fuse - 0%-100% scale or 0.0-10.0
and the display on Mustang 3 v2 (but also 4 and 5) - 1.0-10.0 classic fender scale as in most vintage amplifiers.
This difference can lead easily to confusion and mistakes because parameters set with a scale doesn't match at all in the other scale... it happened to me , and you can not easily do the conversion on the fly (without a calculator).. to get the accurate correspondence.
This applies in particular to certain parameters in which even a moderate variation makes its difference in the sound.
It appears that eg also in the expression pedal the minimum and maximum value between the display and Fuse are out of sync. and this so evident if it is a pitch shifting .

I suggested , therefore, to do an update and adopt the same scale , for example 1.0-10.0 (or alternatively the most common percentage scale ) in both systems. ( And then perhaps it would also be right (and useful) to make even all the common parameters (volume, gain , treble ... or other advanced , bias etc) visible on the display window of Fuse so you can fine-tune all parameters. )
And this would be a benefit for users of Mustang amp that do not have a display .

They responded that they had reviewed these things, and I had
then asked them to keep me updated on the outcome of the review.

So far no news about ..

I certainly can not declare myself satisfied with the service offered (although another small thing that I asked was clarified) because I guess if so give me time, I'll never get solution to my question.

Dimitri


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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 11:22 am
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frondizi wrote:
Hi,
i contacted some weeks ago the TSL by email about some issues and particularly about the different scale (on most parameters) between Fender Fuse - 0%-100% scale or 0.0-10.0
and the display on Mustang 3 v2 (but also 4 and 5) - 1.0-10.0 classic fender scale as in most vintage amplifiers.
This difference can lead easily to confusion and mistakes because parameters set with a scale doesn't match at all in the other scale... it happened to me , and you can not easily do the conversion on the fly (without a calculator).. to get the accurate correspondence.
This applies in particular to certain parameters in which even a moderate variation makes its difference in the sound.
It appears that eg also in the expression pedal the minimum and maximum value between the display and Fuse are out of sync. and this so evident if it is a pitch shifting .

I suggested , therefore, to do an update and adopt the same scale , for example 1.0-10.0 (or alternatively the most common percentage scale ) in both systems. ( And then perhaps it would also be right (and useful) to make even all the common parameters (volume, gain , treble ... or other advanced , bias etc) visible on the display window of Fuse so you can fine-tune all parameters. )
And this would be a benefit for users of Mustang amp that do not have a display .

They responded that they had reviewed these things, and I had
then asked them to keep me updated on the outcome of the review.

So far no news about ..


Be realistic. Did you honestly expect them to tell you 'this has been closed as "do not fix"'?
Re-tooling, new manuals and marketing material, having to train support on both the old and the new model - there are plenty of reasons why.
But the main one is that the idea is yours. If they go with it, there's a risk that you may sue them for using your idea without compensation. The only safe way of doing business is to only use ideas from the inside unless there's a written contract, and make sure that ideas from the public never reaches those who make the decisions. There should be barriers in place to ensure this. Welcome to the US, have a nice day.


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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 11:24 am
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Joined: Fri Sep 09, 2011 9:26 pm
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I think asking for a significant UI modification is a different kind of customer service request as compared to getting support in resolving a function/configuration question. Asking to be included in their product development roadmap may be inappropriate...

There is an ongoing, long-running thread for features...and TSL monitors and responds, but they never commit to including anything.

I'm just saying...

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1967 Epiphone Madrid EC-30
1975 Fender Stratocaster
1981 Rickenbacker 360
2002 BC Rich Bich
2007 Fender Standard Stratocaster
2012 Taylor GA3-12
2012 Squier Telecaster
2017 Les Paul Kit


"Make every song you sing your favorite tune."


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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 5:18 pm
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arth1 wrote:

But the main one is that the idea is yours. If they go with it, there's a risk that you may sue them for using your idea without compensation. The only safe way of doing business is to only use ideas from the inside unless there's a written contract, and make sure that ideas from the public never reaches those who make the decisions. There should be barriers in place to ensure this. Welcome to the US, have a nice day.


Honestly, I never thought about this aspect of the question .. I tend to think in a very linear way.

Anyone of us can understand and acknowledge that it was a nonsense , well call it a big forgetfulness, adopt the fender classic 1-10 scale in software amplifiers and otherwise use the common percentage scale , such as Roland / Boss and many others do, in the software Fender Fuse which ironically should serve to drive and set accurately the parameters particularly for owners of amplifiers without the display.

Then according to you, I would come on stage and do I claim the rights to such a simple fix ? if it were a real patent you might hypothesize that, but it's just a simple trick a fix, to make using it easier for many users .

However, one thing is true: not only in America but also here in Italy the accursed system of call centers creates a wall between the end customer and sector managers .. operators , no half measures, are false and liars when you promise to submit your recommendations or notifications to the problems to those responsible designers or programmers.
In fact there are almost never released software updates for TVs, digital video recorders and so on ..
Long life the (modern) business!

Dimitri


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Post subject: Re: Bad Customer Service
Posted: Thu Feb 06, 2014 7:30 pm
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shillnav wrote:
I for one have to say that I've never encountered a less helpful customer service than the tech support at Fender......... The guy was too busy giving me his talking points to even hear me out fully........... This is the 3rd call for me and issue still not resolved. Hope others have a better experience.

I for one canot be more pleased with Fender and their customer support. More companies should emulate them.

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Post subject: Re: Bad Customer Service
Posted: Fri Feb 07, 2014 7:21 am
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Joined: Sun Jun 17, 2012 11:37 am
Posts: 1315
Location: England
I am another person extremely pleased with my experience with Fender Support.


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Post subject: Re: Bad Customer Service
Posted: Sat Feb 08, 2014 8:29 am
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Don't you obviate the "scale" issue by just using the knobs on your Mustang, just like on any amp throughout time? Doesn't having a software "digital scale", in effect, give you a standard (and digitally ubiquitous) approach and more than one way to tweak your settings? I think Fender did just fine by providing the real world knobs AND the referenced digital scaling. BTW, what vintage scaling are we referring to---there have been different audio tapers utilized over the years. None of this is an issue when I use my ears instead of my eyes.

It may just be me, but I think Fender Support is taking an unfair slam here (mainly due to the topic banner) for a problem that is not really a problem but a wishlist item. My last recollection of a software issue was Fender Support providing an update for the v2 effects loop---something that actually altered and upgraded the actual performance of the amplifier. Maybe this post is better placed in the Fuse forum.

Paj
8^)

BTW, it now looks like Line6 would have charged us for the conversation.


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Post subject: Re: Bad Customer Service
Posted: Sat Feb 08, 2014 10:10 am
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PajFender wrote:
Don't you obviate the "scale" issue by just using the knobs on your Mustang, just like on any amp throughout time? Doesn't having a software "digital scale", in effect, give you a standard (and digitally ubiquitous) approach and more than one way to tweak your settings? I think Fender did just fine by providing the real world knobs AND the referenced digital scaling. BTW, what vintage scaling are we referring to---there have been different audio tapers utilized over the years. None of this is an issue when I use my ears instead of my eyes.

It may just be me, but I think Fender Support is taking an unfair slam here (mainly due to the topic banner) for a problem that is not really a problem but a wishlist item. My last recollection of a software issue was Fender Support providing an update for the v2 effects loop---something that actually altered and upgraded the actual performance of the amplifier. Maybe this post is better placed in the Fuse forum.

Paj
8^)

BTW, it now looks like Line6 would have charged us for the conversation.

Agreed

The only thing thats was a little annoying at first was the Compressor not having a Ratio scale that is X:1 etc and attack settings in ms like most compressors have. is 300% equal to 3:1? I don't know but just take a bit to play with it and use your ears and you can still dial in a good compression setting. As far as customer service goes, i've only had a licensing issue and they were fantastic. I think they even emailed me off my user credentials before i even had a chance to contact directly. A LOT of technical issues are sorted out on this forum through the great community here and if something does reach tech support and cant be solved i'm pretty certain they are willing to replace no questions asked and its hard to beat the 5 year warranty on a product like this.

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Post subject: Re: Bad Customer Service
Posted: Sun Feb 23, 2014 10:32 am
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I hear you. Have been getting "No Amp Connected." Best support could do was tell me I need to buy a brand new computer. Mine is brand new and great. This is a known issue and it is not addressed by Fender.

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Post subject: Re: Bad Customer Service
Posted: Tue Feb 25, 2014 4:25 pm
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Hi shillnav,

We are sorry to hear that you are unhappy with the Customer Service that we have offered you to date. Without knowing what the issue is that you are referring to, it is not possible for us to offer further assistance here. But we would urge you to contact us directly at the number below, and ask for the Fender® Tech Support Lab. We will be happy to assist and offer direct support for the issue you are experiencing.

Best Regards,

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Post subject: Re: Bad Customer Service
Posted: Tue Feb 25, 2014 7:46 pm
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Location: Prato - Italy
Hi,
you others are wrong if you thought the different scale is not a problem/issue but it should be just in a wishlist:
the TSL last day answered me and this problem has been recognized as real, also, thanks to the review that I encouraged, they discovered another thing to fix that even I was not aware ...
Instead, it is unknown how long it will take to be completed and released an updated software / firmware to fix these problems though Alan assured me he will do everything possible to ensure the things move more quickly.
So for myself, as i received the right answer, the feedback becomes positive regarding the technical support received.

Dimitri


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