Horrible Customer Service

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  • This topic has 15 replies, 4 voices, and was last updated 12 months ago by Keoki.
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    • #160865
      jjtarnow
      Participant

      It pains me to write this because I loved my H9 when it worked but it is what it is..I’ve had an abysmal time getting help from Eventide re: my H9 Max. All the units effects stopped working..the unit itself powers up and shows each preset on the screen as I scroll through them but alas..no audible effects. Over a period of WEEKS (it took so long because “customer service” only responds to emails every day or so (incredibly, the company does not provide any phone support) I went back and forth with an agent/tech that would repeatedly cut and paste the same general and vague suggestions from their forum regardless of the specific info I supplied to them re: my problem. No matter how many times I asked if we could actually talk on the phone to figure out the problem I was was rebuffed..”we don’t provide customer service via telephone”.

      I’m going to cut and paste this post to other non-Eventide sponsored forums as my unit still doesn’t work and unfortunately, if I can’t resolve the issue my H9 is going to be a (very) expensive paperweight.

       

       

    • #160866
      joecozzi
      Moderator
      Eventide Staff

      I am very sorry the H9 is giving you problems. Very surprised that after weeks of effort no solution has been found or support has not recommended you get it serviced. Can you please tell me what you have tried to solve the problem?

       

    • #160867
      Keoki
      Participant

      JJ,

      I see that Joe has responded to your initial post. As I can personally attest from recent experience his attention to an issue is a very good thing. I sincerely hope you wont end up with a paper weight.

      George/Keoki

    • #160868
      jjtarnow
      Participant

      Joe,

      I have reset the unit & reinstalled the software numerous times but still not getting any effects (although I am hearing some of the effects that are associated with delay).

    • #160870
      joecozzi
      Moderator
      Eventide Staff

      I have reset the unit & reinstalled the software numerous times but still not getting any effects (although I am hearing some of the effects that are associated with delay).

      This sounds like a firmware issue. Have you tried updating the pedal by connecting it to a computer via USB? Do not use Bluetooth for this.

    • #160871
      jjtarnow
      Participant

      Yes, I should have added that before..I did indeed hardwire the unit and did a full update.

    • #160872
      joecozzi
      Moderator
      Eventide Staff

      Also, before connecting to the computer put the pedal in update mode by powering on while holding the HOTKNOB button on the top left pressed. Then try to conduct the update.

    • #160873
      jjtarnow
      Participant

      I have put it in “update” each time I’ve executed an update as well.

    • #160874
      joecozzi
      Moderator
      Eventide Staff

      What other steps or diagnostics has support recommended? Did they give you an option to service the unit? When was it purchased?

    • #160875
      jjtarnow
      Participant

      Those were basically all the suggestions I was given.

      I purchased the unit approx 9 months ago..no, I was not given the option to exchange the unit (is it still under warranty?).

    • #160876
      joecozzi
      Moderator
      Eventide Staff

      Yes, it most certainly is under warranty. Let’s get you sorted out with that process.

    • #160877
      joecozzi
      Moderator
      Eventide Staff

      Check your email please.

    • #160878
      jjtarnow
      Participant

      Will do..

    • #160911
      PRSGUY513
      Participant

      While it seems like this issue previously was a possible bizarre breakdown on both ends, I am aghast at the fact that he was told that Eventide doesn’t provide phone warranty (customer) support. That’s just absolutely unacceptable. I have experienced many incidences where companies have used the Plandemic as an excuse to lessen what was already an atmosphere of mostly abysmal support within the marketplace and put all the “footwork” and “hoop jumping” on the customer, but it is sad to see that Eventide has possibly succumbed to this dirty slow moving, but certain aspect of the Global Reset. Modern technology (cyber communication) is not a substitute for one on one service and should never have been decided to be, or become the norm. It’s a shameful state of affairs and if we as the buying public continue to accept this “slow creep” of rotten Socialist and Crony Capitalist induced economic and business models we will be very sorry someday soon.

      I had always thought of Eventide as a smaller company who doesn’t play the “fat cat” Corporate sleeze game. Please tell me I’m wrong! Oh and sorry for possibly hijacking this thread, but this sort of crap has become intolerable to me lately.

      • #160913
        Keoki
        Participant

        Funny, but I haven’t found Eventide’s Tech Support or Customer Service to be anything but professional and helpful. I mean if you want to talk to someone named Bill who has a distinctly Hindi accent over the background noise of a call center, call Xfinity or VRBO sometime…personally I’ll take good old USA email support any day over that experience. Frankly I can’t even imagine the dialogue checklist trouble shooting an H9, much less explaining the issue.  Not to mention, as I see it,  get answers over a major US Holiday.

    • #160912
      joecozzi
      Moderator
      Eventide Staff

      Rest easy PRSGUY513,

      We take care of all our customers. In fact, even over a Thanksgiving holiday. Enjoy the rest of your weekend.

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