cvpe913 Posted June 17, 2019 Share Posted June 17, 2019 My helix LT's expression pedal got broken last week...logged a ticket... and got a response that I have to contact the distributor (I'm from the Philippines)... I said ok, will call them.. then I was adviced for charges for diagnostic fee which the diagnostic test will take 10 working days, then they will order whatever parts that will be replacedm for them to repair the LT..again another charge for the parts and labor plus the waiting time will take approx 60days for the parts and another 15days to replace... WOW! all the charges, and that long?! ...informed customer support about it, and frank richotte..they emailed the distributor to contact me and replace the LT..but that was6 days ago..and they told me the distributor is not getting back at them (or me)... I guess this is the sad fate when it comes to distributors... Line 6's support is A+++ but their distributor is a pain.... Quote Link to comment Share on other sites More sharing options...
rvroberts Posted June 17, 2019 Share Posted June 17, 2019 Yes, although probably a little better in Australia, it's nothing like USA. Line 6 does distribution deals with 3rd parties for other territories, and that means your first port of call is not Line 6. Seems they then need to get any service approved by Line 6 before proceeding. This does not happen in warranty period though. Most countries have laws regarding a fair warranty and decent service, so no matter who they are (Apple being one!!) they end up having to meet the local laws rather than some warranty for an unreasonable time. Don't know if you have consumer laws, but if you do, the distributer has to meet the legal requirements. Quote Link to comment Share on other sites More sharing options...
codamedia Posted June 17, 2019 Share Posted June 17, 2019 Sorry to hear this.... Every distributor will have it's own policies, and each country will have it's own laws as well. Sometimes I think Line 6 has their hands tied... not much they can do, even if it is their product. Here in Canada Line 6 is distributed by Yorkville which is also the owner of our largest music store chain "Long and McQuade". When you need something fixed here it is relatively easy and fast... especially with full service stores from coast to coast. Quote Link to comment Share on other sites More sharing options...
cvpe913 Posted June 17, 2019 Author Share Posted June 17, 2019 11 hours ago, rvroberts said: Yes, although probably a little better in Australia, it's nothing like USA. Line 6 does distribution deals with 3rd parties for other territories, and that means your first port of call is not Line 6. Seems they then need to get any service approved by Line 6 before proceeding. This does not happen in warranty period though. Most countries have laws regarding a fair warranty and decent service, so no matter who they are (Apple being one!!) they end up having to meet the local laws rather than some warranty for an unreasonable time. Don't know if you have consumer laws, but if you do, the distributer has to meet the legal requirements. 3 hours ago, codamedia said: Sorry to hear this.... Every distributor will have it's own policies, and each country will have it's own laws as well. Sometimes I think Line 6 has their hands tied... not much they can do, even if it is their product. Here in Canada Line 6 is distributed by Yorkville which is also the owner of our largest music store chain "Long and McQuade". When you need something fixed here it is relatively easy and fast... especially with full service stores from coast to coast. yeah...here we also have laws but most of the times it aint working for the side of the consumer... Quote Link to comment Share on other sites More sharing options...
cvpe913 Posted June 22, 2019 Author Share Posted June 22, 2019 the replacement is currently on it's way...awesome support by line 6! 1 Quote Link to comment Share on other sites More sharing options...
prgr Posted June 25, 2019 Share Posted June 25, 2019 I broke the pedal on two separate units. It's a very bad construction. I made a new cradle for the second unit myself :-) Quote Link to comment Share on other sites More sharing options...
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