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Contributor - Level 2

Worst Customer Service Ever

I had concerns after reading numerous complaints about the DittoX4. Jason Brewer, a customer solutions specialist, told me the service issue had been corrected about a year ago and that customer service turnaround was now 24 hours. That was on Nov 15, 2019. I recieved my new DittoX4 on Nov 22 and had several issues with it locking up and becoming unresponsive...the very issues I first expressed concern over and I sent 4 subsequent emails to which I've recieved no reply. I keep getting an email to the effect of, "We haven't heard from you so we will consider the matter resolved and close the case". It's a no reply email, so how the F are you supposed to contact anyone for help? I've tried every possible way to contact support. Jason is AWOL. The online support survey garnered no response. Honestly, I've never felt so frustrated attempting to get ANY reply from a business that just took $232 of my hard earned money. At least one if not all of several things now seems obvious: TC support is absolutely abysmal and frankly dishonest, I somehow got an "old" new unit on Amazon, the DittoX4 is still problematic. Companys that do not provide one on one, live, verbal communication options with the customer are not interested in accurate, honest customer service. I doubt I will ever do business with TC ever again and am preparing to return my DittoX4 as defective. Bad form TC.

stevetrembley Contributor - Level 2 2019-11-30

2019-11-30

Worst Customer Service Ever

I had concerns after reading numerous complaints about the DittoX4. Jason Brewer, a customer solutions specialist, told me the service issue had been corrected about a year ago and that customer service turnaround was now 24 hours. That was on Nov 15, 2019. I recieved my new DittoX4 on Nov 22 and had several issues with it locking up and becoming unresponsive...the very issues I first expressed concern over and I sent 4 subsequent emails to which I've recieved no reply. I keep getting an email to the effect of, "We haven't heard from you so we will consider the matter resolved and close the case". It's a no reply email, so how the F are you supposed to contact anyone for help? I've tried every possible way to contact support. Jason is AWOL. The online support survey garnered no response. Honestly, I've never felt so frustrated attempting to get ANY reply from a business that just took $232 of my hard earned money. At least one if not all of several things now seems obvious: TC support is absolutely abysmal and frankly dishonest, I somehow got an "old" new unit on Amazon, the DittoX4 is still problematic. Companys that do not provide one on one, live, verbal communication options with the customer are not interested in accurate, honest customer service. I doubt I will ever do business with TC ever again and am preparing to return my DittoX4 as defective. Bad form TC.

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Triber

Re: Worst Customer Service Ever

Hi Steve.

Sorry to hear about your story.
Right now the only way to get in contact with support is through the collected Music Tribe support:
https://www.tcelectronic.com/brand/tcelectronic/support#googtrans(en|en)

That's what you've already been through?
From what I hear they're having issues with their ticket-system and it seems you've experienced that yourself.. Tickets being closed without actually being solved etc.

I'll try to get my colleague Mike to reply to this message also. He knows more about the X4s than I do!

/Lars

Lars Frederiksen | Triber, Music Tribe Community Guidelines | FAQs
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Contributor - Level 2

Re: Worst Customer Service Ever

Thanks Lars I appreciate it. I'm having a terrible time with the X4, crashing, not playing loops until rebooted and general mayhem. I wanted to use it on a gig this weekend but if i do, I think I may be in trouble.

Triber

Re: Worst Customer Service Ever

Steve
Just talked to my man Mike. 

You should try the following two things. 1) find out which firmware is in your product and 2) Hard Reset (if not very old firmware).

1) Firmware version
- Connect the USB cable to your computer (and 9V obviously)
- Navigate to the DittoX4 drive on your computer
- open the 'about.txt' file and find your firmware version
(It should definetely be newer than Version: 1.0.00 BUILD 35  - if it is not you really need new firmware)

2) Hard Reset (will not work if you have the above, early firmware)
- Power on pedal as usual - wait until pedal is done starting up
- Press and hold down LOOP 1 button. Hold for aprox. 13 seconds (until LEDs shortly blink orange)
- Power cycle your pedal
- done

Let me know how it goes. 
If the firmware is old you need to get the latest firmware from us and if the SD card is corrupt you need the pedal repaired. Let's find out

/Lars
@TC-Mike 

Lars Frederiksen | Triber, Music Tribe Community Guidelines | FAQs