Tech support experiences?

[PictureIt]

How’s everyone’s experience with tech support?
Mine has been awful.
I have an OB-X8 keys and desktop.

On the Keys I have one voice, voice 7, that fails a VCA tuning, and voices 5-8 are noticeably quieter than 1-4.
Voice 7 also doesn’t always sound.

I also have a desktop unit that doesn’t exhibit any of these behaviors, and I compared it with another OB-X8 locally and it sounded as expected on all the voices.

Reached out to tech support, provided audio of the voices and image of the failed voice, shipped it to them at my cost, they said it was all good, and sent it back. Spent some time with it this weekend and the issue is back. Now they want me to send it back at my cost to do some deeper troubleshooting.

I really am losing my faith here.
I’ve dealt with and have had nothing but great experiences with Sequential, Moog, Groove, and Novation tech support, and would expect better from Oberheim, especially given what we pay for there products.

My keys unit is also not even 6 months old.

[gus]

How’s everyone’s experience with tech support?
Mine has been awful.
I have an OB-X8 keys and desktop.

On the Keys I have one voice, voice 7, that fails a VCA tuning, and voices 5-8 are noticeably quieter than 1-4.
Voice 7 also doesn’t always sound.

I also have a desktop unit that doesn’t exhibit any of these behaviors, and I compared it with another OB-X8 locally and it sounded as expected on all the voices.

Reached out to tech support, provided audio of the voices and image of the failed voice, shipped it to them at my cost, they said it was all good, and sent it back. Spent some time with it this weekend and the issue is back. Now they want me to send it back at my cost to do some deeper troubleshooting.

I really am losing my faith here.
I’ve dealt with and have had nothing but great experiences with Sequential, Moog, Groove, and Novation tech support, and would expect better from Oberheim, especially given what we pay for there products.

My keys unit is also not even 6 months old.

Sorry for the trouble! Hopefully, we can get everything sorted and wrapped up for you quickly the second time around. It’s always a bummer when something comes in for repair and doesn’t show the issue while it's in-house, for us too. We'll make sure this one gets looked at thoroughly if it does come back in, and thanks for your patience.

[Manbird]

Sequential generally has a great rep for their support, including for products no longer in production. I've had a few online interactions and those helped resolve some minors issues. The one time I needed an actual repair, my wife and I made the trek to SF. Gus came out, met us at the car, took the synth from me and I had it back within days, shipped no charge. Now, in this case, the issue was already known - I had a broken key or contact etc - and was an easy fix. I hope you're able to get your synth repair sorted out. Just like going to the doctor, sometimes it takes a time or two to find the trouble and fix it. Good luck!

[Obwanz]

I’ve also had great experiences with Sequential service!

[The Real MC]

Tech support responds when I report a firmware bug in v2.0, but Oberheim is sloooow to fix it.  I've been waiting months for them to fix a bug with split mode that doesn't work over MIDI, and I can't use my module until it is fixed.

[gus]

Tech support responds when I report a firmware bug in v2.0, but Oberheim is sloooow to fix it.  I've been waiting months for them to fix a bug with split mode that doesn't work over MIDI, and I can't use my module until it is fixed.

Apologies for delays with software updates. Despite being part of Focusrite, we are still a very small team (really just a few people in each department: support, hardware, software, etc). If you ever want an update, feel free to email us directly.

I double checked to make sure this one is one the list, and it is as a feature request.

[The Real MC]

Tech support responds when I report a firmware bug in v2.0, but Oberheim is sloooow to fix it.  I've been waiting months for them to fix a bug with split mode that doesn't work over MIDI, and I can't use my module until it is fixed.

Apologies for delays with software updates. Despite being part of Focusrite, we are still a very small team (really just a few people in each department: support, hardware, software, etc). If you ever want an update, feel free to email us directly.

I double checked to make sure this one is one the list, and it is as a feature request.

Thanks for the update.

[bjgerkes]

I have actually had a great experience with support. One of the springs of the keyboard in my OB-X8 was mysteriously missing. I am still puzzled how that happened or that it has been like that from the start.
 
After contacting Fatar (yeah right... hopeless), I contacted Sequential support in the USA just before the weekend. On Tuesday I got an email from Focusrite UK, and on Wednesday a FedEx(!) envelope fell in the mailbox with a spring. At no costs (while the OB-X8 was out of warranty). That's what I call *excellent* customer service.

[The Real MC]

My general experience with tech support has been positive.  I'm waiting for a bug in v2.0.0.1 to be fixed, but prior to that Oberheim has fixed OS bugs and has replaced a knob that had cracked.  Usually quick service.

[Oscagon]

On the Keys I have one voice, voice 7, that fails a VCA tuning, and voices 5-8 are noticeably quieter than 1-4.
Voice 7 also doesn’t always sound.

I'm having the same issue with voices 5-8 being noticeably quieter than 1-4 on my OBX8. I even reached out with audio samples and I was told that you guys were working on a fix or something. Is this just variance between voice cards in order to make it sound bigger and wider? I've seen other people talking about this issue. I mean, it still sounds amazing, but it definitely bothers me.

Oscar

[ckettering]

Oscar, having the same voice level variations on my OB-X8. Also ploychain is hit and miss along with getting it to Tune.

[HMan]

I have actually had a great experience with support. One of the springs of the keyboard in my OB-X8 was mysteriously missing. I am still puzzled how that happened or that it has been like that from the start.
 
After contacting Fatar (yeah right... hopeless), I contacted Sequential support in the USA just before the weekend. On Tuesday I got an email from Focusrite UK, and on Wednesday a FedEx(!) envelope fell in the mailbox with a spring. At no costs (while the OB-X8 was out of warranty). That's what I call *excellent* customer service.

I just received an OB-X8 and the keyboard was missing two springs! Customer support was very quick to respond, and have sent replacements to me in Finland.

BTW what’s with the verification system, needing to answer 10 questions every time I make a post feels a bit much.

[Manbird]

I have actually had a great experience with support. One of the springs of the keyboard in my OB-X8 was mysteriously missing. I am still puzzled how that happened or that it has been like that from the start.
 
After contacting Fatar (yeah right... hopeless), I contacted Sequential support in the USA just before the weekend. On Tuesday I got an email from Focusrite UK, and on Wednesday a FedEx(!) envelope fell in the mailbox with a spring. At no costs (while the OB-X8 was out of warranty). That's what I call *excellent* customer service.

I just received an OB-X8 and the keyboard was missing two springs! Customer support was very quick to respond, and have sent replacements to me in Finland.

BTW what’s with the verification system, needing to answer 10 questions every time I make a post feels a bit much.

Customer support from Sequential has always been excellent.

I'm only guessing, but regarding the verification, maybe for new members with low post counts, the "10 questions" is a way of weeding out AI bots. AI has swamped the forum and is a daily issue. Like I said, I'm only speculating. I assume you won't have to do the "10 questions" thing for long...

[gus]

I have actually had a great experience with support. One of the springs of the keyboard in my OB-X8 was mysteriously missing. I am still puzzled how that happened or that it has been like that from the start.
 
After contacting Fatar (yeah right... hopeless), I contacted Sequential support in the USA just before the weekend. On Tuesday I got an email from Focusrite UK, and on Wednesday a FedEx(!) envelope fell in the mailbox with a spring. At no costs (while the OB-X8 was out of warranty). That's what I call *excellent* customer service.

I just received an OB-X8 and the keyboard was missing two springs! Customer support was very quick to respond, and have sent replacements to me in Finland.

BTW what’s with the verification system, needing to answer 10 questions every time I make a post feels a bit much.

I can turn this off, we've just been overrun with AI bots lately!

[HMan]

I can turn this off, we've just been overrun with AI bots lately!

Ah, of course, they are everywhere now. If it’s attached to the number of posts a person makes, I can live with that.

[gus]

I can turn this off, we've just been overrun with AI bots lately!

Ah, of course, they are everywhere now. If it’s attached to the number of posts a person makes, I can live with that.

I updated your post count so you should be good to go!