Outstanding Customer Service

[mcconnellsteve]

It's been a while since I've written in this conference -- but I wanted to pop this one in quickly. Last week, my 002 (on an OS9 Mac w/PTLE 5 no less ;-) was acting funky. I disconnected and reconnected everything, had half-success, but then ultimately, nothing -- nothing in the scribble strips saying the thing was even alive or in standby mode.

3 years ago, Digidesign replaced my 002 under warranty for a faulty power harness. Since that was 3 years ago, I was expecting a hefty repair bill. Well, I called their ProAxess number and gave my credit card info, fully expecting to pay both for the call and for the repair. As it turns out, after describing the situation to the person I was talking with (wish I had gotten his name!!) and telling him what I found on the Answerbase that seemed to indicate I had a FW problem with the 002, he told me things had been upgraded over the past few years and not only would the repair be free, but he would not charge me for the call.

The only thing I'm paying for is shipping the 002 back to Digi for repairs.

In my mind, that's outstanding service and a great surprise -- I don't think they had to do that since I'm years outside of warranty on this product. It's easy to complain when things don't go the way we want them to -- but I wanted to take a minute to thank Digidesign for this publically. I really appreciate the support!
steve

[EGS]

cool

[DJ Insomaniac]

Sweet! If you've ever had the power harness issue, they're really good about getting the kit to you ASAP.