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MarkBass warrantee slow service

Discussion in 'Amps and Cabs [BG]' started by chastao, Oct 4, 2017.


  1. chastao

    chastao

    Sep 13, 2009
    MA
    Hello All,

    I purchased a LittleMark Tube 800 head last year and have had problems with scratchy intermittent volume/tone pot behavior.
    I tried living with the issues thinking that using and moving the dials might even out the response, but things have gotten worse so I sent it to VST in Pasadena for warrantee repairs.
    The amp was delivered to VST three weeks ago (UPS tracking Sept 15th) and I have not heard anything from VST. They do not answer their phone (626-794-8196) and have not responded to email inquiries.
    I'm starting to get worried. Does anyone have alternate contact info for VST in Pasadena? Is this type of customer service typical for them?

    After reading all the buzz about MarkBass I went all in and bought their NY 151 cab, 2 12" MarkBass cabs and the Tube 800 head with a $65.00 amp bag. Now, after breaking the bank on MarkBass equipment, I'm using my small Peavey backup amp. Sorry I went with MarkBass and Musician's Friend. I'm buying local from now on.

    Thanks,
    -Charlie
    MusicMan StingRay Frettless
     
  2. I’m sorry for your distress. Hopefully someone will get back to you forthwith.

    I think the situation would be easier to handle if you had frets on your bass!! :D
     
    chastao likes this.
  3. chastao

    chastao

    Sep 13, 2009
    MA
    Thanks Paul, I also have a fretted sting ray I bought in 1978 when they were the bass everybody was talking about. I'm calling Italy today to try and get some answers.
     
    BassmanPaul likes this.
  4. elgecko

    elgecko

    Apr 30, 2007
    Anasleim, CA
    My dealings with VST are documented in this thread . No complaints with the service I received.
     

  5. I hope you get some satisfaction from the company.

    Let’s try that again without spell check:

    I hope you get some satisfaction from the company. Sometimes folk feel quiet helpless when dealing with a manufacturer. It’s what differentiates the good from the very good. Any product can go wrong and it’s a bad feeling when it stops behaving itself. How the company manages the problem is what keeps people coming back to buy again.

    I use Carvin basses. The one in my Avatar is an LB76WP. It doesn’t get a lot of play as it’s really heavy being made of Walnut. My pride and joy is a Koa LB76F lined fretless. It’s my mainstay and primary bass. :D
     
    Last edited: Feb 1, 2018
  6. ddnidd1

    ddnidd1 Supporting Member

    I had a few different repairs done by VST a few years ago. One of the repairs was very difficult.

    They were very responsive and did excellent work.

    Out of curiosity I just tried calling them and there was no answer. This is a definite departure from the service I have received in the past.
     
  7. JimmyM

    JimmyM Supporting Member

    Apr 11, 2005
    Apopka, FL
    Endorsing: Ampeg Amps, EMG Pickups
    It's not unusual that there might be a backup if an amp repair place is slammed. Not answering the phone is a bit disconcerting, though.
     
  8. Brad Johnson

    Brad Johnson Supporting Member

    Mar 8, 2000
    Gaithersburg, Md
    DR Strings
    Good luck. Their repair process is probably the main reason I gave up on the brand.
     
    Bobby Bass, Jefenator and chastao like this.
  9. nostatic

    nostatic Supporting Member

    Jun 18, 2004
    Lompoc, CA
    Endorsing Artist: FEA Labs
    ^^^ this

    VST is local to me, I did not have a good experience. Did you contact them before you shipped the amp?
     
  10. Brad Johnson

    Brad Johnson Supporting Member

    Mar 8, 2000
    Gaithersburg, Md
    DR Strings
    Yes. I've done this three times over the years. And this time I was told that they no longer had to replace the entire internals, repairs could be done. But I had to take it to a local shop, Pro Tech in Silver Springs. They charged me a $50 fee to check out my amp, which was vaporizing fuses. Turn time on the estimate was one week. After not hearing anything for two weeks I called them, it just so happened that they had just looked at it and it would have to have everything swapped out for $350. I have zero doubt that they were lying their ass off about testing it. $350 for a repair that they have so little confidence in that they only warrant it for 90 days. Bye.

    I sold the amp broken and good riddance. I still have my original LMII that works flawlessly, I should sell that too. I've moved on.
     
  11. chastao

    chastao

    Sep 13, 2009
    MA
    Hi ... yes, when I first called they responded and I emailed them the invoice to show that the amp was still covered by warrantee. They agreed and sent me a Return Authorization number.
    I packaged up the amp and sent it via UPS. UPS tracking reported that it was delivered Sept 15th. Since then NO response on the phone OR email.
    They have now put up a message on their service web page saying that they are moving and are having problems connecting the phone and internet. Glad that they finally shared the problem, but still skeptical that the company doing complex electronic repairs cannot get their phone and internet working.
    -Charlie
     
  12. Jefenator

    Jefenator

    Aug 22, 2008
    Oregon
    Sorry to hear about this. I'm sure you'll get your amp back eventually, but this is definitely not a good way to be treating a customer.
    I've had a great run with my trusty old LMII but after almost 10 years, I've been keen to try a different flavor, anyway. For my next micro-head, I think I'll be going with a brand where I can actually get on the phone with the people who designed it. (I'm thinking: Demeter, Bergantino, Quilter or Trickfish.)
    Got no hate for Guitar Center, but not a whole lot of love, either.
     
    ryanowens likes this.
  13. JimmyM

    JimmyM Supporting Member

    Apr 11, 2005
    Apopka, FL
    Endorsing: Ampeg Amps, EMG Pickups
    Stuff happens. Chores get prioritized during a move, and phone/internet installers aren't known for their expediency.
     
  14. chastao

    chastao

    Sep 13, 2009
    MA
    Curiously (or not?) I wrote a review of the Tube800 amp on the Musician's Friend site and they didn't post it. I Gave MarkBass credit for a great sounding amp, but only gave it 3 stars due to poor warrantee service. People should be aware of the issues they will have if anything goes wrong with MarkBass equipment.
    I originally went with MarkBass because of all the good "buzz" and glowing reviews ... now I wonder if the less complimentary reviews are suppressed by Musician's Friend. ???
     
  15. I bought a LM3 new back in 2009 and it still works fine. I have also bought two SA450s and a TA503 head second hand. I doubt I will try to have any of them repaired if/when they fail. I reckon I have 15 years playing left in me and these amps should see me out.
     
  16. chastao

    chastao

    Sep 13, 2009
    MA
    OK, VST was supposed to have their phones back up yesterday (10/12), but now, instead of ringing, their number gives the three tones "out of service" message. ... and they still do not respond to email.

    Gig tonight with new people and I have to use my "B" rig again... Markbass is a huge disappointment, they get your money and then you're dead to them.

    CT
     
  17. chastao

    chastao

    Sep 13, 2009
    MA
    Finally heard from VST... they are waiting for parts to repair my amp. Looking like a 2 month turnaround to fix the amp (which I babied from day 1). I even got the $65.00 gig bag to keep it like new. I caught VST at the wrong time... not totally their fault... I think Markbass should replace the amp as it was obviously a "lemon" from day one.
     
    eff-clef likes this.
  18. chastao

    chastao

    Sep 13, 2009
    MA
    Finally got the amp back and it works great and sounds great ... but it took 2 months to get the warrantee repairs done. Hopefully MarkBass will make some improvements with their repair network.

    -Chas
     
    elgecko likes this.
  19. JimmyM

    JimmyM Supporting Member

    Apr 11, 2005
    Apopka, FL
    Endorsing: Ampeg Amps, EMG Pickups
    They haven't in 10 years. Doubt they're going to start now.
     
    agedhorse and bdplaid like this.
  20. bdplaid

    bdplaid

    Aug 31, 2007
    Resurrecting the thread:
    Anyone know where to have non-warranty MarkBass service done in Florida?
     

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