Thread ATTN Focusrite Customer Service: This is a serious issue
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I recently purchased a Focusrite Scarlett 18i20 through an online store which came from the vendor The PA Shop in London, Ontario Canada (http://www.pashop.com/). The unit was shipped to me with a broken spring in the mute button. I was forced to pay shipping fee's ($20.00) in order to have this unit sent back and fixed, which is ridiculous because it was sent to me defective. I paid it in hopes that everything would be fine after and I would just suck it up.
Things have gotten worse. I thought they would send me a new unit but instead they repaired this unit. Now I work in retail, I know that the constant shipping of items can cause damage if not handled correctly. The deliveries at my store are sometimes thrown on the ground by the lazy, irresponsible worker. My Scarlett needs between 20-30 power cycles (on/off flicks) to power up properly, light up, and communicate with my machine, my labtop, or my friends machine that I have tested it on. I have installed the drivers correctly, I even found beta drivers from Focusrite that were meant to address this issue but it still will not work.
They sent me an even more defective unit.
I emailed Focusrite Customer Support and recieved this email back:
Focusrite has now tried to wipe their hands clean of this and told me to deal with my vendor (The PA Shop) when Focusrite are the ones who sent The PA Shop a defective unit to begin with. I was on the phone today with the PA Shop and the manager and he told me I'd have to deal with Focusrite (LOL) until I showed him this email. He then called the Canadian location for Focusrite in Quebec. The person on at Focusrite told him that I would have to send them my unit and pay shipping AGAIN for them to initiate another repair.
I told The Pa Shop that I want a NEW unit as this one is clearly beyond repair and there is no way I am paying AGAIN for a repair. The PA Shop has a new unit in stock and I told them that I want to exchange mine for that one and be done with it, and leave it between them and Focusrite to get a new and functioning unit for their inventory.
Someone is going to get burnt for the $600 here and it will either be me (the customer who simply tried to buy the unit and has already and unfairly paid for repair once upon receiving it defective), The PA Shop (who are simply the middleman vendor), or the company who sent out a defective unit and is refusing to help with the issue.
This is embarrassing for Focusrite. They sent out a broken unit, forced me to pay to have it repaired, sent it out defective AGAIN, and are trying to force me to pay to have it repaired AGAIN. I want a new unit. I work in electronics retail and I have to do returns and exchanges every few days on items just as expensive and it is no problem. This is so embarrassing, in light of all this I haven't even raised my voice yet. Please, Focusrite, do the right thing and give me a new unit and take the hit for your mistake. I am posting this on every forum I can find, every social outlet I can find, and will continue to make noise until this is handled professionally.
If it takes too long, I will contact my lawyer.
Things have gotten worse. I thought they would send me a new unit but instead they repaired this unit. Now I work in retail, I know that the constant shipping of items can cause damage if not handled correctly. The deliveries at my store are sometimes thrown on the ground by the lazy, irresponsible worker. My Scarlett needs between 20-30 power cycles (on/off flicks) to power up properly, light up, and communicate with my machine, my labtop, or my friends machine that I have tested it on. I have installed the drivers correctly, I even found beta drivers from Focusrite that were meant to address this issue but it still will not work.
They sent me an even more defective unit.
I emailed Focusrite Customer Support and recieved this email back:
Focusrite has now tried to wipe their hands clean of this and told me to deal with my vendor (The PA Shop) when Focusrite are the ones who sent The PA Shop a defective unit to begin with. I was on the phone today with the PA Shop and the manager and he told me I'd have to deal with Focusrite (LOL) until I showed him this email. He then called the Canadian location for Focusrite in Quebec. The person on at Focusrite told him that I would have to send them my unit and pay shipping AGAIN for them to initiate another repair.
I told The Pa Shop that I want a NEW unit as this one is clearly beyond repair and there is no way I am paying AGAIN for a repair. The PA Shop has a new unit in stock and I told them that I want to exchange mine for that one and be done with it, and leave it between them and Focusrite to get a new and functioning unit for their inventory.
Someone is going to get burnt for the $600 here and it will either be me (the customer who simply tried to buy the unit and has already and unfairly paid for repair once upon receiving it defective), The PA Shop (who are simply the middleman vendor), or the company who sent out a defective unit and is refusing to help with the issue.
This is embarrassing for Focusrite. They sent out a broken unit, forced me to pay to have it repaired, sent it out defective AGAIN, and are trying to force me to pay to have it repaired AGAIN. I want a new unit. I work in electronics retail and I have to do returns and exchanges every few days on items just as expensive and it is no problem. This is so embarrassing, in light of all this I haven't even raised my voice yet. Please, Focusrite, do the right thing and give me a new unit and take the hit for your mistake. I am posting this on every forum I can find, every social outlet I can find, and will continue to make noise until this is handled professionally.
If it takes too long, I will contact my lawyer.
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