Currently Being ModeratedDec 30, 2011 8:04 PM (in response to TheRealZap)Re: Warranty Repair Support Ticket
I appreciate your reply Zap; however, since my warranty is about to expire in less than 2 weeks... I would really appreciate a direct reply from Line 6 confirming they have been contacted by their authorized service center in Anchorage and the cost of the repairs are covered under the warranty.
Happy New Year
Does Line 6 provide a customer service email contact to facilitate these types of questions from their customers?
Or is this public forum the only available electronic option for communicating with Line 6?
Currently Being ModeratedJan 4, 2012 2:03 PM (in response to arcticman)Re: Warranty Repair Support Ticket
Line 6 would you please respond to my request.
If this forum is not the correct area to request online customer support; please direct me to the appropriate resource or send a PM to the my email address in my account profile.
Currently Being ModeratedJan 4, 2012 5:42 PM (in response to arcticman)Re: Warranty Repair Support Ticket
My DT50 112 became completely inoperable earlier this month. I took the amp to an authorized Line 6 service center 12-13-11.
I purchased the amp 1-12-11 and registered the unit on the Line 6 website... it is still under warranty.
Shouldn't there be an open Line 6 support ticket on my account confirming the amp is being repaired under the terms of the warranty agreement and that I am indeed covered by the warranty?
Would someone from Line 6 please confirm.
The Line 6 Authorized Service Centers are local repair centers that deal directly with the customer up front. Support Tickets have nothing to do with them... a Support Ticket is a means for us to have one-on-one communication when sensitive information is required to assist a customer here on the Forums.
If you have an amp that is still within the first year of purchase (we go by the store receipt in your possession), make a copy of that receipt and be sure to get that copy to the Authorized Service Center in your area that has the amplifier. They will submit a copy of your receipt to our Warranty Claims department for payment from us to them. Ultimately they should be in contact with our Service Depart directly regarding your amplifier repair.
Again your warranty goes by the date on the new product purchase receipt from the authorized dealer that you bought the amplifier from. Us Forum Moderators don't keep track of Service Center transactions (if we had to do that, we'd never be able to moderate here, answer phone calls daily, do testing, and documentation updating along with support videos-- these are the tasks we do). Our Authorized Service Centers call our Service Department when they need to order Parts or check up on technical guidelines to fix our equipment to our specs.
Sorry if you were mislead or believed otherwise. Typically if we diagnose a problem with a customer's hardware, we then try to direct them to their local Authorized Service Center to have the repair tech address the diagnosis and repair. The Service Department here and Mammoth Music would be the two entities that should be in communication at this point, if they have your amp. For the record, Service Department employees don't moderate the forums, so they won't see this inquiry.
For additional warranty info, please read this: http://line6.com/support/docs/DOC-4838
Currently Being ModeratedJan 4, 2012 9:01 PM (in response to Kneehow)Re: Warranty Repair Support Ticket
Thanks for your reply... I understand there is no "support ticket"; however, you haven't addressed all my questions:
"I would really appreciate a direct reply from Line 6 confirming they have been contacted by their authorized service center in Anchorage and the cost of the repairs are covered under the warranty."
Please forward my request to the Line 6 Service Department.
I want it documented that I returned the defective amp to an Authorized Line 6 Service Center (December 13, 2010) before my warranty expires on January 12, 2011.
"Does Line 6 provide a customer service email contact to facilitate these types of questions from their customers? Or is this public forum the only available electronic option for communicating with Line 6?"
Currently Being ModeratedJan 5, 2012 10:02 AM (in response to arcticman)Re: Warranty Repair Support Ticket
1. I will definitely pass along this forum post (along with time references) to the Service Department for you for Warranty Period validation.
2. If your amp is at Mammoth ASC (Authorized Line 6 Service Center), they will be the ones physically diagnosis and servicing your amp. I'm a bit confused as to what sort of communication we here on the User Forums will be capable of relaying between them and you in terms of status check (which is typically the most common question between end user and service center technicians, i.e. "when will my amp be ready?"). Our role here is to determine whether an issue can be user-fixed (setup checks, possible firmware reinstall fixes, etc.) but if a problem has been identified to require actual hardware servicing, we direct users to the nearest authorized service center technician.
If the technician(s) at Mammoth have any questions about the amp itself, they themselves have a direct line to our bench techs in the Service Department for further consultation. Mammoth will also place a part(s) order if need be after preliminary diagnosis yields or deems it necessary.
I guess I'm just not sure what sort of "email contact to facilitate these types of questions <--- ?" it's the *questions* part that I'm unclear on. If we've directed you to an ASC, the unit is beyond our realm of Forum Support and can only be fixed via a Service Technician's handiwork and replacement part(s). I hope you don't take my questioning here incorrectly: I truly don't know what sort of email communication between us and you would address any answers that Mammoth technicals ultimately will be providing you, since they physically have your amp and will be working on it. None of us Forum Moderators speak to ASC technicians.
I think the correct answer is: Mammoth's phone number and/or if they have an email address will be the best way to check on the status of your amp's repair status. Unless I completely misunderstood your question?
Currently Being ModeratedJan 5, 2012 10:15 PM (in response to Kneehow)Re: Warranty Repair Support Ticket
Thanks again for your reply and forwarding my message to the Line 6 Service Dept.
I'm glad you asked:
I guess I'm just not sure what sort of "email contact to facilitate these types of questions <--- ?" it's the *questions* part that I'm unclear on.
I'm reluctant to critizise the Anchorhage Line 6 service center on a public forum; however, their communication and follow through regarding the repair of my amp is less than desirable. My original DT50 forum post asking about a "support ticket" was motivated by my concern to make sure Line 6 was aware of the defective amp and that I had taken the amp to an authorized service center while the amp was still under warranty. I searched the Line 6 website for online support... maybe I missed something... but as far as I can tell the only way to contact Line 6 online is through the forums.
If I have a specific question or concern regarding my Line 6 equipment, account or warranty status... why do I have to go through a public forum to contact Line 6?
I don't want the opinion or comments from forum participants who are not official Line 6 employees. I want direct personal communication from an authorized Line 6 employee.
Although I appreciate the discussions made available on the Line 6 forums by all the particpants... I find it a very poor substitute for online customer service and support. The forum user contributions can be helpfull... it's a fine community... but often the substance is incomplete... just opinions... but mostly unofficial Line 6 support.
You stated the Line 6 Svc. Dept. does not moderate the forums... hence my question:
"Does Line 6 provide a customer service email/online contact to facilitate these types of questions from their customers? Or is this public forum the only available electronic option for communicating with Line 6?"
For those of us that find it inconvenient to call and go through the telephone maze game... then be placed on hold for long periods of time waiting to talk to a real person... what other options are available?
Again, is this public forum the only way to cumminicate with Line 6 online?
Hopefully you now better understand my concerns.