Buchla Customer Service?

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dkcg
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Buchla Customer Service?

Post by dkcg » Thu Oct 17, 2013 6:12 pm

Two weeks after responding to some repairs I need, nothing heard again from BEMI.

Almost a week after asking to be invoiced on a 285e, a mass email and nothing heard from BEMI.

Something amuck?

I know it's only been a week or two, but the communications on my module repairs was begun about a month ago.

I think I like the old days...

I don't see any improvements to the business since BEMI started.

Just sayin...


Maybe I don't buy enough new to be important enough? :despair:

And with NAMM and the holidays right around the corner, I can't see it getting better.

And this is coming from a fanboy...

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Gringo Starr
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Post by Gringo Starr » Thu Oct 17, 2013 6:36 pm

Wow. That sucks. Hearing all this about BEMI makes me appreciate Rex a little more. Rex is Rex but he's on top of it at all times. That's been my experience anyway. I've sent him emails about something maybe being wrong and my phone rings 30 minutes later.

Sorry to hear this. I hope you get your module fixed soon. Sounds like BEMI needs to hire a new manager or customer relations specialist.
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Minimoog56
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Post by Minimoog56 » Thu Oct 17, 2013 6:38 pm

Yup.
Beatniks and Bongos/Bagels and Bongos/Buchlas and Bongos...

de gustibus....

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Post by opsysbug » Thu Oct 17, 2013 9:39 pm

Question might be. Do we need to start another thread about this stuff?
The complaints are coming in hot and heavy over in the Easel thread.
Not to make light of your distress and I understand that the waiting is a
bitch. But it might be tied into some of the stuff that's being posted in the
other thread. Just sayin' :hide:

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Post by Minimoog56 » Thu Oct 17, 2013 10:20 pm

Yup
Beatniks and Bongos/Bagels and Bongos/Buchlas and Bongos...

de gustibus....

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sascha.victoria
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Post by sascha.victoria » Thu Oct 17, 2013 10:37 pm

Since this thread doesn't involve BEMI invoicing for more money I would be surprised if they chime in.

Perhaps we can get another "yup" from Minimoog56 instead?
wtb: silence

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Post by tmeade » Thu Oct 17, 2013 10:47 pm

Have you called them?

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Post by dan_p » Thu Oct 17, 2013 11:57 pm

Don, they have had my 222e in for repair for ages mate, I need to check but its around 2 months! The tech that is repairing it is a really nice guy and he is keeping me informed, but its still taking a loooooong time. They are so snowed under with he Easel, and now all those orders from the sale. Its not a great time to be sending stuff to Buchla. I have some sympathy for them, I am so busy at the moment I'm going crazy, hard to cope. Its the better problem to have (better than having no work) but its still a problem.
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Post by SunSpots » Fri Oct 18, 2013 12:03 am

They must figure their fans are so deeply loyal or have no alternative, that hiring people to fix these simple business problems would eat profit for no reason? Why hire talent (espensive) when the customer base cannot be lost?
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Post by ttown23 » Fri Oct 18, 2013 12:32 am

SunSpots wrote:They must figure their fans are so deeply loyal or have no alternative, that hiring people to fix these simple business problems would eat profit for no reason? Why hire talent (espensive) when the customer base cannot be lost?
Honestly, I don't think its that. Buchla has always been a small operation. They're overwhelmed, and doing their best to cope. Just like the rest of us, at times.
I'm banned for dishonest and unethical behaviour.

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dkcg
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Post by dkcg » Fri Oct 18, 2013 1:05 am

I understand that it's a small operation, but I thought when BEMI was announced, it sounded like the small operation would get streamlined at least a bit more.

The tech I emailed with was helpful, but I haven't heard anything since I emailed back the problems in more detail.

I haven't called, mainly since I wrote down what the problems were in a detailed email replying to him.

If he is the only company tech in all of the US, it seems that we may have taken a step back from what it sounded like BEMI was going to do to improve the business.

I just thought that after a year, something would have improved in the service of the 200e in the US and worldwide. Maybe I'm wrong, but it doesn't seem any better. Hopefully I'm proven wrong and just impatient.

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Post by sersch » Fri Oct 18, 2013 1:50 am

As Rex Probe has been mentioned as a positive example, please allow me to share my experience with him: Back in those days in which Rex did custom panels (2005), I paid 50% upfront for a custom panel (which costed about the same as new Easel today). Estimated delivery time was 5 months.

After 5 months I the remaining 50% were due. I paid immediately.

Yet another six months passed until I held my panel in my hands. During this time, it was me who had to ask for updates. As I was getting nervous, I asked one of the experienced guys from the Serge Yahoo forum if I should get nervous. Answer was "just hang in there", which I did. In the end, it was all worth it. I still buy from Rex these days. Rex switched to M-Class a year or so after that, perhaps he too was fed up with long delivery times, I don't know.

In the past 1.5 years, three 200e modules needed repair. Each repair was finished in literally days once the module arrived at BEMI.

@dkcg: Have you tried contacting lewis@buchla.com or john@buchla.com about your concerns & getting an update, as BEMI suggested in the Easel thread?

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Post by sersch » Fri Oct 18, 2013 1:51 am

Double post, deleted.
Last edited by sersch on Fri Oct 18, 2013 2:36 am, edited 1 time in total.

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Post by sersch » Fri Oct 18, 2013 2:35 am

Double post, deleted.

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Post by thesnow » Fri Oct 18, 2013 3:23 am

Can I ask, how do all of these 200e modules end up getting damaged all the time? It seems like it happens a lot. I've read a lot about 200e modules always having to get repaired. I just don't understand how these extremely expensive and "sophisticated" and "small manufactured" modules have so many problems so much of the time. It's not like it's a huge corporation like Korg where these instruments are getting machine manufactured by the thousands. And yet it seems like there's hardly ever any problems for all the korg monotrons, mono tribes, ms-20 minis, etc. I also hardly ever hear about Wiard modules ever needing to be fixed. Just an observation that I was wondering about.

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Post by sersch » Fri Oct 18, 2013 4:00 am

I don't know about other people's 200e's failure rate. But from my experience, it seems to be mostly a quality control issue. For the record: My modules were made in Spring 2012.

I received my new 281e with one pulse input not reacting. Good quality control would have caught this.

Same with the new 285e which exposed a level drop when fading into AM and ring modulation. I thought it was just the way the module behaved until I compared it with other 285e here on Muff's. Again, quality control should have caught this.

On rearranging my modules I found one un-soldered connection in my 259e output. The wire was put thru the solder pad of the jack, so it made contact, but it was just not soldered. That was easy to fix myself. Yet another quality control issue.

On rearranging my modules I once put the 267e at the very right of the upper boat of my Skylab. When I touched the Skylab at the ride side, I got strange audio level drops. Turned out that a solder connection on one of the vertically mounted circuit boards of the 267e made contact with the case when I touched the case. Putting insulating tape inside the boat fixed it. Quality control issue? Build issue? The proverbial edge case (pun intended)?

On my new 251e one LED failed after six months. Clearly a component failure that can happen anytime in any device in my book.

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Post by nrdvrgr » Fri Oct 18, 2013 4:08 am

I have owned some 30 Buchla modules in total with no issues whatsoever (ok, I bricked two when upgrading).
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Post by Pfurmel » Fri Oct 18, 2013 4:18 am

dkcg wrote:
I haven't called, mainly since I wrote down what the problems were in a detailed email replying to him.
I would call the office and try talk to him in person. If they are that busy, I doubt they have much time to check emails. No offense but I think that would be more beneficial than posting here.

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Post by sascha.victoria » Fri Oct 18, 2013 9:26 am

Pfurmel wrote:
dkcg wrote:
I haven't called, mainly since I wrote down what the problems were in a detailed email replying to him.
I would call the office and try talk to him in person. If they are that busy, I doubt they have much time to check emails. No offense but I think that would be more beneficial than posting here.
Calling to get the job done is important. Posting here is important so the community is aware and BEMi is accountable.
wtb: silence

xart

Post by xart » Fri Oct 18, 2013 9:48 am

sersch wrote:I don't know about other people's 200e's failure rate. But from my experience, it seems to be mostly a quality control issue.

I agree. I have been a 200e user since day 01 in 2005...and the quality control has been a main issue from day 01.... small things.....but LOTS of small things...

From the outside looking in the issues were mostly human errors (mis - wiring - forgetting lock washers/screws etc) and the famous run of bad blue leds.

The good news is that BEMI now has a team of top great guys who are LEARNING on the job and WILL go above and beyond if you stay on them...

Buchla from what I see is taking quality control seriously (maybe too seriously - because many of you have not gotten your easels yet - for what I think is a MINOR issue....but it looks like BEMI does not want to take even the smallest chance...

Oh....and get ready for all the people who have never touched a buchla start to complain about the wobbly pots on the easel :hihi: (yes it has them) And get ready for me to tell them I have never had or ever heard of a failing pot on a 200e and I use this junk daily (and I still don't know how to use it). :tu: i think the only 200e module with the wobbles now is the 261e so I have no idea why they kept them wobbly on the easel...

I still have not broke the easel yet....and I have carried it 27 miles over shaky terrain to and from work every day on public transportation....and have really been abusing the shit out of it.

xart

Post by xart » Fri Oct 18, 2013 9:53 am

sersch wrote: On rearranging my modules I once put the 267e at the very right of the upper boat of my Skylab. When I touched the Skylab at the ride side, I got strange audio level drops. Turned out that a solder connection on one of the vertically mounted circuit boards of the 267e made contact with the case when I touched the case. Putting insulating tape inside the boat fixed it. Quality control issue? Build issue? The proverbial edge case (pun intended)?

On my new 251e one LED failed after six months. Clearly a component failure that can happen anytime in any device in my book.

267e from what I see has a design issue if you mount it in a LEFT END of a skylab case. A tini jack sticks out from the side of the panel and will 'ground out' the input on the side of the case....they need bring the jack in under the panel a few millimeters.

RE: Blue LEDS - Buchla had a bad run of Blue LEDS 3-4 years ago and they were burning out on everyone's shit. (mostly of 266e's from what I saw)


thesnow :You guys have to understand that Don historically had "Associates" hand assemble this shit on Curtis street.... Who are the associates? Every one from Suzanne Ciani (who Don fired on the first day :hihi: ) to Peter B and Jessica Rylan..and it seems every other hippy asshole or programmer who asked him for a job.... the people were HUMAN ARTISTS and not professionals till the end...

Buchla 200e is experimental music shit that will be in forever beta test mode according to the designer......Buchla was never a real business like korg...they are experimental music machines designed for making new musick (watch Don play one...and you will get the idea of what he designed it for :hihi: )

:tu:
Last edited by xart on Fri Oct 18, 2013 10:17 am, edited 1 time in total.

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Post by qu.one » Fri Oct 18, 2013 10:16 am

I'm only a Buchla owner since July of this year and Alex at Buchla/BEMI has been nothing but extremely awesome.

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Post by sersch » Fri Oct 18, 2013 10:18 am

Same here. My experiences with Alex were great!

xart

Post by xart » Fri Oct 18, 2013 10:20 am

qu.one wrote:I'm only a Buchla owner since July of this year and Alex at Buchla/BEMI has been nothing but extremely awesome.
+1 he is the best addition to the team since divisionbyzero . Gives me 100% faith in the new BEMI....they need to give him a raise. :tu:

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Post by stega » Fri Oct 18, 2013 10:25 am

xart wrote:
qu.one wrote:I'm only a Buchla owner since July of this year and Alex at Buchla/BEMI has been nothing but extremely awesome.
+1 he is the best addition to the team since divisionbyzero . Gives me 100% faith in the new BEMI....they need to give him a raise. :tu:
Agreed! Alex is the man.

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