My quad developed a fault, confirmed by Neural, who after a bunch of emails then told me to contact my original retailer.n
A bunch more emails to them, and I arrange a collection date, 22nd Sept. It arrives at my retailer, Andertons in the UK.
I don’t hear anything for some time. Upon chasing this, I’m told it was received by Neural on Friday - nearly a week and a half later.
Has anyone else sent theirs for repair and what was the experience like? At this kind of price point, I’d be expecting them to receive the faulty unit and ship out a replacement (even a b-stock) and then deal with fixing mine or doing whatever with it on their own time.
I’ve only owned it 6 months, it was an incredibly expensive piece of gear for me and I don’t have the budget to own a secondary quad as a backup. I’ve got gigs looming and no clarity as to when I can expect it back.
Further to that, the fault is likely an faulty output jack - if this is the case, a local tech could have repaired it quickly and easily.
So far, sat at a month to repair a faulty jack socket that could have been repaired locally inside an hour, and I’ve been left without a rig during this time.
Pretty poor. It’s obviously great having a 3 year warranty, but if the most basic of fixes take over a month, they need to look at a better option such as sending out a replacement unit and fixing the faulty one in their own time - whether to sell as a b-stock or refurb or whatever.
I wouldn’t trust just a random place nearby to fix the QC. It’s not like fixing a basic tube amp…. Yes I’m sure there are some parts you could replace, but don’t think it’s worth it.
First, I know it sucks to be down while waiting for repairs to be completed!
Since you initially had to send to Andertons, it sounds like your QC made it to NDSP around early-to-mid October and I would expect a fairly quick time frame for your repairs, then it will likely be shipped back to Andertons. In a majority of repair cases, most are repaired and back to the owner within 2 weeks which is pretty normal IMO. I would suggest seeing if your repaired QC can be directly shipped back to you instead of first going to Andertons etc.
Lastly, I agree with @SelfTitledLP that repairs should always be coordinated with support. You don’t want to risk and damage and or impact your warranty.
I think the hoping for a quick turnaround ship has sailed.
The inefficiency of having to send it via Andertons is likely at fault here, rather than Neural, but it was Neural that insisted that’s the process, so you can see why I’m frustrated.
As I understand it, my quad is now stuck at customs, which is neither the fault of Neural or Andertons, but frustrating regardless - and the timeline for this would have been quicker if it hadn’t had to go via Andertons where it sat about for a period while they “verified the fault” etc.
All in all, very disappointed in the entire process. As I say, for a failure this early into the product life for an item at this price point, I’d be expect a replacement and then NDSP can do what they want with repairing the faulty unit - whether it’s used as spares or sold as a refurb after repair.
Yes, I agree and honestly feel your pain. I will also provide feedback to support on the time-frames to repair in hopes they are able to possibly make changes internally to decrease the overall turnaround time.
I think the ‘replacement’ option may sometimes depend on how hard you push for it with the dealer. Sweetwater sent me a replacement option upfront and let me ship back my unit after receiving the new one. Granted, that was several years ago and maybe each seller does it differently, but I usually recommend pushing them for the option if it all possible.