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Main :: Line 6 X2 Digital Wireless



Failed cord on XDS95
by ervtroyer on 2011-06-28 14:23:02

I bought a new XDS95 system on 12.18.10 from Guitar Center. I tried to register it, but according to the previous post by billshoup you can't register the serial numbers.

The transmitter cord has failed at the 1/4" end. To make sure it wasn't the jack I used an ohmmeter on the cord and it shows that the center (pin) wire is broken.

Can I get it replaced? Do you have a better cord available?



RE: Failed cord on XDS95
by Line6david on 2011-06-29 14:27:23

Hi,

We have replacement cables available on our website:

https://www.globalfulfillment.net/gfsnet/%28zplokbbfkc3okt45nlkmlx55%29/line6/10Browse.aspx?cid=261

Thanks,

David

Line 6 Customer Support



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-06-29 15:09:45

David,

This unit came with a 2 year warranty. Is Line 6 not honoring this warranty?

Is there a direct email address or a phone number that I can use to handle this problem directly with your Support Dept.?

You may reply to my email address if you prefer.

I would appreciate any help you can give me on this problem.



RE: Failed cord on XDS95
by Line6david on 2011-06-29 16:02:33

Hi,

I created a support ticket for you so we can resolve this issue. Please respond to the ticket. Thanks.

Q: What is a support ticket?

A: A support ticket allows you to directly correspond with a Line 6 Support Representative. An email will be sent to you from Line 6 containing a link if a Line 6 support representative determines that a ticket is necessary to troubleshoot your issue. Please follow the link in the email to view your open ticket to work one on one with Line 6 Support.

Please note: Sometimes support tickets will be filtered to spam and junk folders. If you did not receive an email from us indicating that a ticket has been created, please make sure to check those folders in your email host.

http://line6.com/account/tickets/view/

Thanks,

David

Line 6 Customer Support



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-01 05:43:07

Thanks for setting up the Support Ticket - but it is not working. I copy/pasted the link: http://line6.com/account/tickets/edit/155317 into my browser, but all I get is a page with these headings:

ID     Request Detail     Status     Updated

Nothing show below these headings, and I see no way to get any more information.

I received your second email directing me to this thread, so I am replying here.

My browser is Internet Explorer 8

Is there a direct email line I can use to contact Support? Or a phone number?



RE: Failed cord on XDS95
by Line6Don on 2011-07-01 09:32:39

Hey ervtroyer,

I have created a support ticket for you regarding this situation. A support ticket allows you to directly correspond with a Line 6 Support Representative. An email will be sent to you from Line 6 containing a link if a Line 6 support representative determines that a ticket is necessary to troubleshoot your issue. Please follow the link in the email to view your open ticket to work one on one with Line 6 Support.

http://line6.com/account/tickets/view/



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-11 05:24:58

I responded to the Support Ticket you set up (155306) and provided all the information you requested. I have not received any response yet.

I need the cord replaced ASAP - we have a gig coming up on Saturday.

Erv Troyer



RE: Failed cord on XDS95
by Line6Don on 2011-07-11 10:08:06

Hey ervtroyer,

Your support ticket has been updated, please submit your current shipping information into the support ticket.

Thank you.



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-11 14:41:41

HI Don,

That Support ticket won't show up after I log in, so I can't get into it - the same thing happened with the first ticket you set up for me.

I have entered my mailing address in my personal information on my account - can you get it from there? Or I can put my mailing address in this thread on the forum. Or will you have to set up another support ticket?

These tickets are not working very good - direct email correspondence would work much better. Please pass that opinion on to your company.

Thanks, Erv Troyer



RE: Failed cord on XDS95
by Line6Don on 2011-07-12 15:18:43

Erv,

The ticket was not visible, so I have made it visible for you once again. Please continue communication with Line6Don via the ticket link provided to resolve this issue.

Regards,

Line6Hugo



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-12 16:09:09

Since you posted this message I have tried several different ways to get to this ticket - and it is not there. I tried logging off, then back on - nothing. I tried refreshing the page, and I have tried to paste in the link Don sent in the last email - still no ticket.

I have tried all this on two different computers, one with XP, the other with Vista - same result - blank ticket page.

If this is not resolved in the next few hours I will have to order a cable through your online store, and and have it shipped by UPS 3 day delivery.

This is really getting ridiculous - your support ticket program just doesn't work for me.

I assume all you need is my mailing address - here it is:

Erv Troyer

1095 E  200 S

Lagrange, IN 46761

HELP !!!

Erv



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-13 14:17:34

Since you have not updated this ticket I went ahead and ordered a replacement cord at your online store last night.

However, when I log in and look at "My Purchases" it says "You have not bought anything".

I did not get an email after I ordered, so I assumed the order did not get registered, so I placed another order today. Just now I checked and I still get the same message: "You have not bought anything". Still no email acknowledgement of that order. And no charge to my credit card account, either.

So I assume I have two cords ordered, but I don't know for sure. It appears to me that your personal Account system is not working, since I can't see my orders, or my Support Tickets.

THIS IS GETTING VERY FRUSTRATING !

Sorry for yelling, but I don't know what else to do.

Erv



Re: RE: Failed cord on XDS95
by Line6Don on 2011-07-13 16:23:28

Hey ervtroyer,

  Just wanted to give you an update, we are currently going through a database change, and our parts department can not send out replacement parts until the beginning of next week.

We will ship out your replacement as soon as the database is up and running.



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-13 19:05:08

Thanks for the update.  But -

1. I have a gig on Saturday, so I will have to play "pluggd in"

2. Are you sending a cord NO CHARGE as the unit is still in warranty? If so -

3. Do I still have 1 or 2 other cords on their way to me that I think I ordered in your online store? I have no way to see my "Purchase History" as it says "You have not bought anything".

4. There is not enough money in the bank account connected to my Visa card to pay for 2 cords. And I don't want 2 extra cords.

I do understand your database change - been there, did that, not fun. But this has been a "comedy of errors" from the beginning - but it really is not funny any more.

Erv



RE: Failed cord on XDS95
by Line6Don on 2011-07-14 11:15:00

Hey ervtroyer,

I have updated your support ticket, please go to the link below to view your open support tickets:

http://line6.com/account/tickets/view/



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-14 18:14:09

I can't do that. I tried several ways to get to the support ticket - it is still not visible.

Also "Purchase History" still says I didn't buy anything, but I got an email yesterday that says my order has been shipped, and the money is gone from my VISA account. Something is very screwed up with my account - the only thing I can do is edit my personal information.

I just hope they don't try to ship a second order....

???????????

Erv

My email address is reo43@aol.com. If you use it we can converse.



RE: Failed cord on XDS95
by Line6Don on 2011-07-15 08:46:40

Hey ervtroyer,

I have always double checked to make sure that your support ticket is visible to you after I respond back to you. Make sure that once you log into your account that you go to the following address:

http://line6.com/account/tickets/view/

I have updated your tickets once again.



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-26 15:06:51

Don,

My support Ticket has disappeared - again. So I am using this Forum to contact you. I returned the extra cord to the address you gave me, and posted that information in the support ticket - at which time the ticket promptly disappeared..

On 7/22 Line6 credited my bank account for part of the cost I paid for the cord. Since the errors were their fault they should have credited the full amount. I have over $30 invested in one cord.

I DID NOT receive any email about crediting my account.

Also, I have NOT received the cord you said you were sending at no cost.

The only good news - the new cord is working OK.

Erv



Re: RE: Failed cord on XDS95
by ervtroyer on 2011-07-27 18:14:43

Don,

I received the second cord today - thank you.

I would close the Support Ticket, but it is still not visible.

Erv



Re: RE: Failed cord on XDS95
by Line6david on 2011-07-28 14:22:08

Hi,

 

  Our parts department closed the ticket, no further action is needed. I'm glad to see that your cables arrived. Let us know if you need anything else.

 

  Thanks,

  David

  Line 6 Customer Support




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