Fuchs customer service issues???

Discussion in 'Amps and Cabs' started by Srvtecej, Feb 17, 2015.

  1. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    Anyone having issues with Fuchs customer service lately? I have a Lucky 7 MKII that I purchased new last year and it has had several issues with noise.... First there was a grounding issue that was known on early production units. Andy had me ship that and they addressed it. Now I'm getting random noise/hiss with the reverb. Asked Andy about it and he said it was a known problem with early reverb cards. I was expecting him to offer to either fix/replace the bad card but instead he said this "wasn't a malfunction, just an inconvenience. Nothing wrong with restarting the amp every once in a while" ..... Seems like a change in how Andy looks at customer service.

    I don't know too many people who see having to restart an amp in the middle of a show/performance as minor issue. Just curious if anyone else is having problems addressing issues with Andy....
     
  2. sleewell

    sleewell Member

    Messages:
    8,180
    Joined:
    Sep 10, 2012
    Location:
    Michigan
    Andy has been nothing but friendly and helpful to me.
     
  3. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    Thanks...Up till now, I would have said the same. Was just shocked at the response I got this time with the reverb issue.
     
  4. rummy

    rummy Member

    Messages:
    8,559
    Joined:
    Jul 12, 2008
    Location:
    Chicago
    Well, that's alarming.
     
  5. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    Yeah, that did cross my mind about posting this topic in the first place. I've used this site for informational purposes in the past so to make my second post a complaint wasn't exactly desired....I think my frustration with the amp and all of its noise issues finally pushed me over the edge...

    I did let Andy know that I wasn't happy with the response but he basically said there wasn't anything he could do. Something like < 3% of the reverb boards he's installing show the same issue. Waiting for a part change from the manufacturer.

    I think my solution will be just to rely on external reverb and ignore the problem. Life is much too short....
     
  6. davidespinosa

    davidespinosa Supporting Member

    Messages:
    2,708
    Joined:
    Jul 10, 2007
    Location:
    Silicon Valley
    Ask Andy nicely if he would please find you a reverb card that doesn't make noise. Tell him it's really bugging you!
     
  7. Faded

    Faded Member

    Messages:
    3,943
    Joined:
    Dec 17, 2009
    I agree. The 3% of cards that dont work should be his waste, not the customers.

    If this is the case I would be unhappy and unwilling to settle.

    Best of luck.
     
  8. guitarjazz

    guitarjazz Member

    Messages:
    17,301
    Joined:
    Dec 29, 2009
    What's a 'reverb card'?
     
  9. saneff

    saneff Gold Supporting Member

    Messages:
    3,313
    Joined:
    Feb 9, 2011
    Location:
    Cornelius, NC
    I personally can't imagine Andy not coming through on a service issue. Have you PMd him through TGP? I did the other day, and he PMd me back within a short time and he makes it seem like I am the only one who had ever bought a Fuchs. He was totally interested in anything I could tell him about my Fuchs. Andy is a SUPERB guy and a wonderful businessman. Get with him personally again and let him know - make sure it is clear. That Andy is anal as heck about his customers being happy.
     
  10. RussB

    RussB low rent hobbyist Silver Supporting Member

    Messages:
    11,071
    Joined:
    Jul 3, 2004
    Location:
    CT


    Did you tell Fuchs you weren't satisfied with that and wanted the reverb issue repaired?

    Seeing as Fuchs is waiting on parts from the manufacturer, just what do you expect to happen at this time?

    Do you gig that amp? Has it flaked on you during a gig?
     
  11. RussB

    RussB low rent hobbyist Silver Supporting Member

    Messages:
    11,071
    Joined:
    Jul 3, 2004
    Location:
    CT
    Well he does have an agenda. He is using TGP to get the message to Fuchs that he wants his amp fixed. It is what it is. It's not necessarily a bad thing. My personal opinion is it should be a "last straw" thing after communication broke down with the manufacturer
     
  12. tonyhay

    tonyhay Supporting Member

    Messages:
    4,554
    Joined:
    Feb 4, 2009
    My own personal experience with Fuchs is the exact opposite of this. They addressed every little trivial thing I brought up as though I'm an important customer (which I'm not), and I'd rate Fuchs's responsiveness and customer service as way above normal.
    So my answer to the question raised in the first sentence of the OP is 'no'.
     
  13. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    First, to answer guitarjazz's question, his amps with reverb use basically the same circuit board that is in his reverb pedals as extension cards on the main circuit board. I'm sure some might have tube reverb, but not the Casino series amps.

    Andy and I had multiple email exchanges on this topic/complaint. His take was that if I wanted it fixed, I could buy a new reverb card. I felt this is something he should provide given the known issues. The reason I started this thread was the support from Andy in the past had been excellent.... this time not so much. The reason I got the Lucky 7 in the first place was all the rave reviews on this board of Andy's products/support.

    I think the thing that bothers me most is that I purchased the amp from a company that had it in stock for quite a while. When the issues were identified at Fuchs as known problems with the early production units, no attempt was made to work with vendors to get the 'in stock' units fixed. They weren't small issues. The noise/grounding issue made the amp painful to live with even on the clean channel. That left the buyer of these 'few' amps with a subpar product.

    Ok, enough of my being on the soapbox.
     
  14. boo radley

    boo radley Supporting Member

    Messages:
    1,720
    Joined:
    Jun 4, 2011
    You could see if Dumble will fix it? :)
     
  15. DGTCrazy

    DGTCrazy Moderator de Emporio Staff Member

    Messages:
    15,500
    Joined:
    Aug 13, 2010
    Location:
    Petaluma, CA

    Just so I have the story right; You bought the amp "new" from a Fuch's authorized dealer, and the dealer sold it knowing there was either existing or potential issues....and they've not been any help either? And aren't Fuch's Amps all covered by a 5 Year Warranty? Something is not adding up here?
     
  16. macmax77

    macmax77 Supporting Member

    Messages:
    10,734
    Joined:
    Oct 24, 2005
    Location:
    Pembroke pines-Santiago-Greenville
    My own personal experience with Fuchs is the exact opposite of this, and i was inquiring about an amp that is not even a Fuchs.

    I think he was courteous, very professional and he responded to me, again, even thou my amp is not a Fuchs.

    For some reason this post seems a bit odd.
     
  17. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    DGT.... Bought it new from MusicToyz but the dealer was not aware of the issues. It wasn't until we contacted Andy that we found out. (This is the grounding issue I am talking about) Andy took over from there and arranged for me to ship the amp for repair.

    This second go around with the reverb issue, I went direct to Andy instead of contacting the dealer. Just didn't get the same level of support this time.
     
  18. Flyin' Brian

    Flyin' Brian Member

    Messages:
    29,323
    Joined:
    Jul 29, 2005
    Location:
    K7C 4K8
    If I had to choose between Andy Fuchs being the fly in the ointment and Musictoyz, let's just say that history says I wouldn't generally pick Andy.
     
  19. DGTCrazy

    DGTCrazy Moderator de Emporio Staff Member

    Messages:
    15,500
    Joined:
    Aug 13, 2010
    Location:
    Petaluma, CA
    So Andy fixed the ground issue, and the Reverb does work.....but to reset it if you hear hiss, he told you to turn the amp off & on? (Probably to reset the verb's midi clock). When the amp is already warmed up, that's something that can be done within a few seconds zi would think. I don't mean to sound unsympathetic, but my Dell computer sometimes freezes, as well as my iPad, and I have to do the same thing, (turn it off & on). Dell & Apple told me the same thing basically. (Digital devices can on occasion act up and heed to be reset). Wouldn't the Reverb card only need to be replaced if the reverb stopped working?

    And any of the other noise issues you're having don't have anything to do with the other thread topic you have about amp noise? (The Fender Champ thread and single coil guitars). Just curious?
     
  20. Srvtecej

    Srvtecej Member

    Messages:
    30
    Joined:
    Jan 29, 2015
    Location:
    Ventura, CA
    No similarities with the 2 issues. Other thread is just an old 1958 amp that needs some TLC. As for the reverb, the only worry is that it will happen during a performance. At home, I don't have a problem cycling the power. Like I said earlier, i'll probably just go with external reverb and ignore the reverb.
     

Share This Page