My odyssey to get a warranty repair

UDO Audio Gear Super 6
1

I tried to get a repair for an issue, which was still under warranty from the distributor (the issue: Strange Sporadic Delay bug). It took 40 days until I heard back from my supplier that my unit was fixed and I can pick it up. Great, I thought. Unfortunately, when I tried it out, it was even more broken than before. One voice card died and the Chorus Section + Patch Selection did not work at all. The later turned out to be just a loose cable, but the voice card had to be replaced. This time around the repair was quite quick: 14 days. Voice card was replaced and it seemed to work fine. However, now I noticed that one part of the problem, which I reported for the first repair run, is actually still there. The delay time is now stable, but the arpeggiator speed jumps around randomly and it got worse since the beginning.

It’s a pity. I like the instrument and while engaging with UDO Support and Musix AG Switzerland (where I bought it), everyone was very helpful, friendly and quick to reply. What is not clear to me, is:

  • Why do I need to send the synth to Musix AG, they send it to ALEX4 in Berlin Germany to repair. At least I got the repair report from them, not sure if it actually was sent there. The second repair round, I sent it to Zürich Defekt GmbH and get the repair report from ALEX4 Berlin. Is it a problem with Switzerland not being in the EU or the effect of Brexit? Do other countries have a similar experience?
  • Is there no checklist of the synths’ functions for the repair teams, or an automated testing to see if the device is actually working before sending it back? Yes, the repair is covered by the warranty but the postage for this heavy package is not.

I guess this is not a criticism against UDO. Faulty units happen. That’s what warranty is for. But it’s a warning to plan enough time if you want to get your unit fixed. Depending on your supplier, it might take more time than you would expect.

2

Yeah I was bit annoyed at how long a warranty repair took on my Super Gemini (I’m in the UK) -
as you note, it generally has to go back to the retailer, who then send it to the distributor, who then etc etc…
All these things involve couriers and cumulative weeks of time and the synth sitting in workshops for ages - when the actual repair (which usually involves just swapping out a faulty card or other component) probably takes just a couple of hours. It’s a bit exasperating.

1 Like
3

I’ve learnt to always stick a post-it note with a short description of the defects to the actual device before packaging. Just to make sure the service technician who gets to look it over knows what’s up, and doesn’t just stop after fixing the glaringly obvious.

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4

yeah, learnt that the hard way. Anayway, it’s good that the product can actually be repaired. Unlike other modern consumer electronic devices :slight_smile: