T.C.Electronic is dead to me. I now boycott them.

[bongomania]

I was already kinda wary of TCE because when their pedals break, they are nearly impossible to fix, and they charge a very high price for repairs. And every one of their pedals that I've owned has broken, or some function does not work.

I bought one of their reissues of the Sustain+Parametric EQ, because I liked the tone of the original so much. The new pedal was so ridiculously bad, not just "meh" but so functionally bad to the point of unusable, that I figured it must be defective. I returned it to the retailer, and they sent me a new one--and it behaves identically to the first one. I decided to contact TCE and find out what the deal is, is it a known problem with this pedal, can I exchange it with them directly, can they explain to me what went wrong, anything at all.

Turns out there is no phone number or direct email on the service page on their website--only an "interactive support" field kind of like "chat". I posted my query as clearly as possible. A week goes by, no response, so I post again. This time "Eric" responds, saying he is not familiar with this pedal (?) and that he knows nothing about it, and that he will ask the guys in Denmark. Two more weeks go by, so I post again asking for an update. The same day Eric replies "I just heard back from them. They are not familiar with this pedal, or how it is supposed to work". I $### you not. I'm not exaggerating. Both the US and Denmark "customer service" departments know nothing about this pedal or how it is supposed to work.

Eric did however say it was not their problem, and that I should just return the pedal to the retailer for a refund. I asserted that that was an unacceptable answer; that the retailer was not at fault for having bought these bad products on good faith from TCE; and that it was TCE's responsibility to make it right. Eric again replies that there is nothing to worry about, it is not their problem, and I should just send the pedal back to the retailer.

I asked him for his full name and office contact info so I could give that information to the retailer, so they can check up and confirm what I'm saying--Eric refused to give that information, saying only that the retailer could contact TCE customer service through their normal sales channels.

Needless to say, I am ready to blow my lid. TCE has lost me forever as a customer, and I will now make it my mission to let people know what a sheisty, lame, insulting, fraudulent company TCE is; and that TCE is entirely happy to sell goods that are not fit for purpose, and will not support those goods once sold.

[ettsn]

With all due respect, could it be operator error? I've owned a whole pile of TC gear, with never so much as a hiccup.

[bongomania]

Please read the links in my sig.

And even if it was operator error, the responses from "customer service" were absolutely unacceptable by any standard.

[Taylor Livingston]

I'm pretty confident that Bongo knows how to operate a compressor.

But even if he didn't, even if he was a total dummy who didn't know where to plug the instrument jack, that customer service response would be totally out of line.

If this were some crazy arcane device designed many years ago by a long-gone engineer, they might have an explanation for nobody knowing how it works. But since this is something that's currently available for purchase new, that's pretty unacceptable.

edit: Bongo beat me to it.

[Darkstrike]

How exactly is it not working?


Not to mention, "Eric" could be a bad employee.

[bongomania]

Originally Posted by Darkstrike

How exactly is it not working?
Not to mention, "Eric" could be a bad employee.

"Eric" is the only person answering TCE's customer service site. If he is a bad employee, he is also the only person to talk to--so he represents TCE fully.

It is not working in that it does not compress, first off. Secondly, the noise gate is set so that it only opens at all at one extreme threshold setting, and even then it labors to open, it sounds like a "slow gear" effect.

[Mingus Addict]

That really sucks. What else can be said? It sounds to me like "Eric" probably is in fact at the root of this problem. I would question whether or not he ever contacted anyone in Denmark. The way he told you to just return the pedal, it sounds like he's just trying to get rid of you. It's a shame you can't find a way to contact anyone else at the company.

Edit: If I were you I'd consider joining the TCE user forum and try bringing up this problem. I'm pretty sure the moderators are TCE employees.

[Darkstrike]

Originally Posted by bongomania

"Eric" is the only person answering TCE's customer service site. If he is a bad employee, he is also the only person to talk to--so he represents TCE fully.

It is not working in that it does not compress, first off. Secondly, the noise gate is set so that it only opens at all at one extreme threshold setting, and even then it labors to open, it sounds like a "slow gear" effect.

Yeah, I know, but sometimes companies don't see everything, I'd try to speak to at least one more, before damning them all, as for the pedal, thats screwed up....

[cybersnyder]

Are you sure you haven't lost hearing after playing a lot of loud gigs?

(Nothing like flicking the tiger on the nose.)

Thanks for the warning. Customer service is very important in my book. I'll never buy a Modulus bass again because there is no customer service. I tried to register my new bass with them, emails all bounced, phone numbers with full voice mail boxes, faxes unanswered. Nice enough bass, but I like to know that the company gives a damn.

[LilRay]

A company not easily contacted is a major issue for me. If you can't talk with them, I'd hesitate buying any of their products.

Kind of a bummer.

God Bless, Ray

[Swift713]

This isn't the first bad experience you've had with them is it?

[Happynoj]

http://www.tcelectronic.com/contact.asp

Did you try the email addresses on this page? I know that it says "If you have any product- or support related enquiries, please do not use any of the addresses below, but click here to get in touch with the Support Team", but if I was you I would email those addresses with the stuff that you've got in your OP and see what they have to say about it. At the very least they should be able to give you the contact details of someone in their American branch who might be able to help you.

I know that you said that you were done with them, but if it was me in your situation, by this point I would be doing everything that I possibly could to get this sorted out, if nothing else to show the company that there is something wrong with the way things are operating.

[Mingus Addict]

Hey Bongo, I don't know if this will help lift your mood or not but I was just looking at WTDP? and saw three new compressor pedals coming out! One is from Effectrode (optical & tube), one is from FMR, and one is from MI Audio. Do you know the best part? None of those companies are TC Electronic. yayyyyyyyyy

[bongomania]

Originally Posted by Happynoj

http://www.tcelectronic.com/contact.asp Did you try the email addresses on this page?

Yep, I did. No response yet.

Originally Posted by Mingus Addict

I was just looking at WTDP? and saw three new compressor pedals coming out! One is from Effectrode (optical & tube), one is from FMR, and one is from MI Audio.

I'll add 'em to the list of "want to try"... though I already know the Effectrode one will be hella expensive, and I have my doubts about FMR and bass. Maybe they will pleasantly surprise me though.

[Mingus Addict]

Yeah I would venture to say you're right about the Effectrode, and the FMR is supposed to be $350 so... yeah, lets hope the MI is reasonable. Here's a pic:

[SpankyPants]

I will do my best to think negative things about them in the future!

[TheWolf]

http://www.tcelectronic.com/classics...rametriceq.asp
this is the Pedal here !

[TheWolf]

"PAGED" them on Facebook will see if anyone comes to help! 11:49 PM Pacific Time Thursday Feb 11

[JimmyM]

hate to say i told you so but...

[Hoover]

tc died to me when they disco'd the 2290.