The following write-up, according to my past experiences at least, is a story of first-class customer support that I would like to share with the community. I believe the people and companies mentioned should be announced and/or applauded by consumers with these experiences for progress to take place. I will be sharing this on different forums, please don't consider it spam as it is not my intention.
The story begins with my rising interest in hardware synths but, I will skip most of my research to keep this short(er). After doing the preliminary research, and finding stores to test items around Europe (yes, I tried different ones in different countries), I decided on a Sequential PRO 3 and started looking up prices.
Went with Thomann as they had one that they called "B-stock", ordered it when I was in Amsterdam for vacation and received it from the Germany store to find out it was practically new, just an open-box item. Turned it on for a few minutes, was working; all knobs, wheels, and lights...seemed fine.
Came back to my country, turned it on, and after about 30 minutes, I started hearing crackling noises from synth. These were like small pops and crackles that you would here on old vinyl, very annoying on a synth and certainly seemed like a problem.
Went online, and did some forum searching to find out on the Sequential forums website that there was a problem found with a certain batch of PRO 3's between the serial numbers 2635-2684 (
https://support.sequential.com/hc/en-gb/articles/12215986445714-Pro-3-Service-Program-Crackling-Outputs ). Sequential had issued a service announcement to resellers to fix the units.
The problem was that my serial number was not listed, so it was never checked by the reseller. So, I contacted Sequential support through their website support and met Brian Tester. Brian and I tried several methods, including upgrading the unit to 1.2.0.7 firmware but, that made the problem even worse. Brian told me all the possible routes that we could follow but, as the first solution, to contact Thomann to get the unit to them for an exchange unit.
After several conversations, Thomann sent me a DHL return ticket and a pickup from Amsterdam. However, I was not in Amsterdam anymore. Got in touch with Thomann again and this time they told me, very clearly, that there was nothing they could do as I had gone to another country. This was not a valid argument and it was very clear that they did not want to pay the customs and taxes to get the item to me. How do I know this, well follow along.
This is where customer support, according to me, begins. Now, this is not a cheap item that someone can say F*** IT!, just go out and buy another one, and that someone should never have to say that, even if the item is cheap.
I contacted Brian from Sequential again, we went over the situation and he was very surprised that Thomann did not provide the support and at the same time a little bit annoyed with the treatment I got, that's what I felt at least. He told me that he would get me in touch with Focusrite UK to get this sorted.
This is where I met Greg Sheffield from Focusrite UK support. He told me that this was unacceptable and that Focusrite would get a NEW unit to me. So, Greg sent me a DHL return ticket and I sent my unit to Germany, Siedler Repair Center, and did not pay a cent. As soon as Siedler received my unit, Greg sent me the new unit from the UK, had it even tested before shipping, and all customs and taxes paid (DDP). Everything seems to be working with the new unit and Focusrite has an appreciative customer now.
Now, from what I know about international trade, customs broker fees, and countries' taxes and all the expenses is that this costs Focusrite more than the list price of the unit. The shipping of a huge box that weighs more than 10kg to Germany, then the shipping of another unit from the UK to me, then all the broker fees, the fees collected at the warehouse while the package is waiting for inspection by the officials...Everything adds up real quick. I did not hear one bad or discouraging word from Greg or anyone at Focusrite about the issue, was never an issue for them as long as I was satisfied. Thomann could have done the same...
In the end, and I hope every company and everyone mentioned here reads this, Thomann is a suspectable reseller for me from now on, they will not be my first choice and I have warned everyone that I know. I am sure I will hear the arguments for and against Thomann but, sometimes one bad experience is enough. On the other hand, Sequential, and the parent company Focusrite, is a company that I can buy from without hesitation and I will recommend it as such.
I would like to openly thank Brian Tester from Sequential and Greg Sheffield from Focusrite, and their respective companies...Thank you very much for your kind and supportive approach to solving this matter. I hope you guys are appreciated by other customers, and by your own companies as well.
Best wishes...
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