9 weeks now and no response from TE Customer Support
9 weeks now and no response from TE Customer Support about my boot menu problem. Abysmal. They don't deserve my money and you shouldn't give them yours either.
Posted Apr 18, 2019, 9:34 AM UTC
815
Electronic devices are not immune to faults and defects. A certain percentage of them will always have issues. That's just life
A good company should be able to own up to this and offer a decent level of customer support for the small percentage of devices that do have issues. Even more so given the fact that we're not talking about an inexpensive item here. My OP-1 was €1000 when I bought it new less than 18 months ago. And a new OP-1 now costs €1399
To be ignored completely for 9 weeks has left me with little or no respect for TE as company
4
Go to a convention/live demo and give them shit in person.
2
Hmm...
That’s actually a pretty good idea.
I’ll be at superbooth in a couple of weeks.
1
I had no problems with them. My OP1 does not want to boot too. They sended me a new software that removed the problem after 3 days.
1
Hello
How? Which line of support did you follow? There is only one support channel I can find. Which is here:
https://support.teenage.engineering/hc/en-us/requests/new
If the OP-1 does not boot, then how does it load new firmware?
Also my problem is different. My OP-1 boots up fine. I can use it to make music
I cannot access the Boot Menu though (COM + Power On)
This is where you update the OS or Factory Reset the device
1
I used the same channel. I had the problem that it would not start properly but I had access to the Boot Menu...
1
I'm confused.
I check the status of my ticket every day. It's open and unresolved but I never get a response... for 9 weeks !!
How did they get back to you so quickly ?
2
I don't know how they did it or why it takes so long for other people. In this sub is a lot of hate about the week support from TE, a lot had the same problems like you... Does you run on the latest update?
1
Hi confused, I'm dad!
-3
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1
Supply chain and scale is freaking HARD. They're in way way over their heads and probably need to get bought by a company with far more logistics, qc and service experience. Demand for this thing is white hot, worldwide. They're chasing the paycheck. Support doesn't pay the bills but in the long run, this will limit their success. Demand for that opz thing (which I don't even know what it is,, or does) is also white hot... They're drowning. Every Kickstarter I've ever backed went sideways for years until the company either folds or sells out.. everyone chokes on scale. Teenage engineering is a tiny company selling high dollar gear with insanely complex supply chains. Them running out of screens? That's freaking bushlegue..
Love my op1, which is probably a 2013 era model. No major issues. Love that sampling pocket operator. Hope they learn fast. And get way more funding to work out the kinks...
1
They’ve moved locations over the last month. I have a service ticket in progress from 2 months ago but I’ve talked to them on the phone a few times, I guess they’ll get to it when they can.
Feel free to call - they’re always polite and happy to discuss the status of your service ticket. If I had an issue that would be my first thought.
While that all might be true, I shouldn't have to. I've never had to do that with any other small to medium sized Tech company I own gear by.
I've submitted a very detailed ticket via the support channel with all the necessary info I can think of.
If they are not going to read and respond to support requests on their own official support channel, well then that is a failure on their part, not mine
I shouldn't have to chase them just to get a response
I hear you. But to be perfectly honest, being surprised by this happening is like staring into the sun and being flabbergasted you went blind. This is TE we're talking about, this is their modus operandi #1
Yeah I feel the same way but I did get a response to my ticket within 2 weeks initially. It got hung up and I was impatient so I gave them a call to verify the package had arrived. At least that eased my mind.
I’m seeing this a lot with small musical instrument manufacturers- Jomox, Modal, etc. I can imagine that customer support is quite a burden if the product has bugs or is prone to design faults. Not that it helps the customer. Still, I would rather deal with the dramas than buy a Roland or Korg - the funky, boutique stuff is cool but has it’s hassles, that’s just how it is...