Fractal Talk

la szum said:
Not Happening Ufc 211 GIF by UFC
Click to expand...

tumblr_p3106h7MLi1r7vh24o2_540.gif
 
Last edited:
timbuck3 said:
not at all. I still am not buying anything yet. But it is odd that they just didnt overnight the repaired one and then overnight a new one with a return label for the broken one. I mean they likely can fix it 110% tested and sell as b stock if needed...They wont lose really as they will make one guy happy and whpo knows how many people that one guy deals with. When cannondale was my mtb sponser if a bike had an issue they would send me a new one either direct or thru a local store i dealt with and didnt expect the old bike back- they likely wrote it off like they do with all sponserships. Of course it only happened 2x to me and 1 was a whipe out while the other someone stole my bike after a race,,
Click to expand...
I think this gets a bit trickier for small businesses that operate with low product stock and smaller profit margins. There's a balancing point somewhere that maximizes customer satisfaction without the business losing more cashflow & product than it can handle, and I think this was probably an atypical case for Fractal where their policy was unfortunately on the other side of that balance. In most cases, though, their policy probably works out best for them and the customer, so they can stay in business and the customer stays relatively happy. Just my guess, anyway.
 
Earlier this year I sent in my FC12 for repair for a single switch that had stopped operating a while ago, and when I got it back, it had a screw rolling around inside. Maybe it was the same tech!

It was f**ked up because it had stopped working when I had never taken it out of my old apartment; it literally sat in two different spots in the same room. I did extensive troubleshooting, taking the whole thing apart and even switching the spots of the physical switches as well as the PCBs, but no matter what I did, the switch in that one spot (upper left) wouldn't work. For a long time I had been obsessed with single channel amps like Plexis controlled with my guitar knobs, so I had barely used my pedal at all. Unfortunately I didn't discover the dead switch until after the warranty was out.

When I asked what the problem had been after the repair, I was told my switch was out of speck, but that never made sense to me because I had put other switches in that same spot, and no switch in that spot worked; regardless, it was now fixed, and that's what mattered most. The cool thing was, they fixed it within two hours of getting it in!

I'm still pissed and concerned that it broke without any rough treatment at all, especially since these things are designed to be roadworthy; on the other hand everyone I've ever dealt with at Fractal tech support has been really friendly and really helpful, plus I love the hell out of the designs of the Axe-FX III and the FC12.

Just a couple of months ago, another switch altogether (top right) stopped sending signals properly, so I just took the thing apart and reseated that switch, which made it work as designed. I'm grateful for the fact that a lot of things about Fractal products are user serviceable, and to me that's part of great design.
 
timbuck3 said:
When cannondale was my mtb sponser if a bike had an issue they would send me a new one either direct or thru a local store i dealt with and didnt expect the old bike back- they likely wrote it off like they do with all sponserships.
Click to expand...
Struggling to understand why you would conflate a retail arrangement with a sponsorship deal when they aren't even in the same post code! ;)

If a YouTuber doing a paid promotion for something had a unit delivered DOA, you can be damn sure they will get a replacement unit as fast a physically possible, which is also unlikely to be the same experience that a regular customer would receive.

Is it right and fair that someone who has paid out money for something doesn't get the same VIP treatment as someone who got it for free?

Absolutely not, but it is the world we live in!

Besides - this is clearly all @SwirlyMaple fault for living about as far away from Fractal HQ as he possibly could for someone in Continental USA! ;)
 
jellodog said:
I never noticed before, but Cheech has @TSJMajesty's FM3-sized Steering Wheel!

Axe-FX (A Love Story?) Rd.1

@Whizzinby Many of the guitar amps can also be repurposed into good bass amps as well. https://forum.fractalaudio.com/threads/dr-bonkers-guide-to-using-fractal-axe-fx-3-for-bass.172532/
thegearforum.com thegearforum.com
Click to expand...
And the two haven't been seen together at the same time...coincidence? I think not!

Always Sunny Fx GIF
 
It is Unfortunate for @SwirlyMaple, but I have to tip my hat off to his whole attitude and composure in this matter
We all know shit happens and all, and I can understand the frustration but customer service is so important today
and IMHO this unit should have just been exchanged from the get go
It's just an unfortunate turn of events which now will be hopefully resolved
Kudos to @SwirlyMaple

:beer
 
Last edited:
farmered47 said:
So, the owner threatens & trash talks the employees of his small company (that by all accounts, has a great rep) on a public forum? Way to keep it classy.
Click to expand...
err I'm sure that was a figure of speech, and Cliff is familiar with a lot of folks on this forum so yeah he can speak how he wants
and well hes 100% right that Fractal as a company can't afford Incompetence
 
farmered47 said:
How about this:

“I’m sorry you had a bad experience. This is not how I want to do business. My staff usually does a great job with customer service. Tomorrow, we’ll have a meeting about what could have been done better. We are going to make this right.”

I was being snarky, but it’s a valid point.
Click to expand...

When you own your own business, you can run it however you want.

Just like running your own forum, when people sign up just to shit on others, I get to decide how to handle it.

Bye bye.
 
farmered47 said:
How about this:

“I’m sorry you had a bad experience. This is not how I want to do business. My staff usually does a great job with customer service. Tomorrow, we’ll have a meeting about what could have been done better. We are going to make this right.”

I was being snarky, but it’s a valid point.
Click to expand...
As was pointed out, Cliff is a regular contributor here. If he posted what you wrote we would be thinking 'Oh hell Cliff is sounding kind of like a disingenuous corporate weasel instead of the guy that we know'. He isn't Neural DSP, he is Cliff/FAS
So, no. Not valid.
 
You must log in or register to reply here.

Similar threads

Lysander
Line 6 mystery product speculation
15 16 17
Replies
329
Views
18K
Digital Igloo
Digital Igloo
likitlikeyoulikeit
Shenanigans Local #666 -- You Paid Your Dues, Now Kick Off Them Shoes!
45 46 47
Replies
928
Views
20K
laxu
laxu
likitlikeyoulikeit
TASCAM DP24 MultiTrack Recorder Discussion
Replies
11
Views
266
bikescene
B
jellodog
Fender Tone Master Pro: Episode IV - A New Hope
84 85 86
Replies
2K
Views
121K
Whizzinby
Whizzinby
Will Chen
The Digitech RP500 has a special place in my heart.
Replies
17
Views
1K
Diary Of An Axeman
Diary Of An Axeman
Back
Top