I'm so disappointed! Getting a Kemper repaired.
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- Опубліковано 2 лют 2022
- When a single experience ruins your experience of a product. What happens when you need to get a Kemper Profiler repaired? The cost, the hassle, the attitude. Let me share my sad story. Also features UPS, who are even worse.
www.jonwright.co.uk
IG @JonWrightMusic (feel free to say hello)
this channel is so underrated, with such high production quality you'd think this channel would have +100k subscribers
Ah man, thank you for that.
Jon, I'm so sorry about your experience, that must have been a legit nightmare. I have also been hit by the incompetence of UPS at various points in my life, but I've never had to deal with Kemper, since well, I don't own their product. However, the luthier of my trust does and I know him well enough and his experience with them has been unpleasant, too.
He was very excited about their product and has tried it out and wanted to offer the Kemper in his shop. Upon contacting them, they tried to force him to buy a batch of them, not just two or three, but like over a dozen. Otherwise, he would not be getting them. Needless to say, he refrained from working with them. His situation, obviously, is absolutely incomparable to yours, however it does highlight to me that they aren't the most pleasant to work with.
Thanks for sharing your story, man. I hope it's all bridge under the water soon.
That's a shame. There seem to be a disappointing number of stories about what they're like to deal with.
@@JonWrightMusicTV Yeah, I have heard that on more than one occasion. I mean, the fact that they didn't even bother to create a desktop application to edit the Kemper for years kinda speaks volumes, already. Once the product is out of their shop, they just stopped caring about the customer.
my kemper is down , i am in new york. ibrought it to where i purchased it. they said kemper has all the parts and they will not distribute parts. because they want to do the repairs. after seeing your video. you probably saved me from a whole bunch of stress. i will move on from it.. i have a 11 rack . simple to use. nice looking unit . and cheaper /
I feel your pain. It becomes a case how working out the repair costs, the insurance, and the hassle, and are you prepared to accept that. They have to figure out some international service options. Hope it works out, even if the 11 is the future!
This is the exact same reason im scared to send mine off to Germany. Im stuck with a faulty unit so im forced to go through this inevitably but jeez dude this aint calming my mind at all. Glad you got a resolve.
Sorry to hear that. Hopefully being prepared for the customs stuff and just factoring that in will make it a bit less painful. Good luck!
Dude, sorry you went through this. Thanks for sharing, if i ever go down the digital route i will go for Helix.
Thanks for the support!
Wow!!! Sorry you had to go through that, Jon. My experience here in the USA has been much different. My Kemper was randomly restarting so I contacted their office in Germany. The forwarded my email the next day to Parker Coffer at their office in Colorado. I immediately shipped both my KPA and my Profiler Remote to him and it turned out that the KPA rack baseboard was failing. They were able to fix the baseboard quickly and ship it next day air so I was able to have it back in time for an important gig. Their customer service was excellent.
I’m happy to hear that. I think it’s a different situation over there
It sounds like you were very unlucky in this case. I've had to return my Kemper a few times, once before Brexit and twice since Brexit. The latter involved more paper work but other than the shipping cost I didn't have any issues with Customs or UPS. However, on the last repair ticket I was told by Kemper there was liquid on the circuit boards and that it was unrepairable. I was pretty concerned by this diagnosis as the kemper had been on my desk for over a year and I know I hadn't spilled anything on it so I asked for some pictures. Kemper support did send me pictures which appeared to show something on the boards, almost like moisture on a pane of glass.
They did offer me a replacement repaired unit, but that was £900 plus VAT so I declined and asked them to return it back to me.
When I got it back, it took it apart myself, cleaned what looked like some kind of oil off all the boards using IPA (Isopropyl Alcohol) and after putting it back together it was working just fine and continues to do so nearly 2 years later ! I have bought a 2nd Kemper as I wouldn't trust the "repaired" one live. The only possible explanation I have for the liquid is that I used to vape in the room whilst recording and tracking using the Kemper, so its possible this may resulted in the residue on the boards, but it was odourless and oily so who knows !
ps I should add the 1st 2 times were for an unpowered Kemper, the 1st time was for the LED issue that the original ones had problems with, the 2nd was a hardware fault and both were covered by Warranty so apart from shipping there was no cost. The 3rd time was a powered Kemper and I had that for 4 years before it developed the fault which was identified as having liquid on the boards.
Hmm. I think you got lucky with customs post-Brexit. And honestly, I'm not sure having to get it repaired - even for know issues like the LEDs - is good enough. And the quote of over a grand to repair it when you were able to wipe it off with alcohol and it's still fine two years later... that's pretty awful.
mate half of this the shipping, because the UK left the fucking EU, nothing to do with kemper
you have to pay import tax on presents, that whole situation wouldn't have happened if you were in any EU country
@@lazymountain Leaving the EU has created huge problems, yes. I don't agree it's 'nothing to do with Kemper'. It's 100% possible to send a repair from Germany to the UK without paying import VAT. The issues I've raised with Kemper's attitude (and I'm not the first to have issues with their customer service) are valid I think.
Nothing to do with Kemper what-so-ever….
That's really a pain, and sorry to hear that Jon. I'm having a quite similar problem with the DSP Error, they are taking ages trying to fix it but nothing so far! They changed boards and loads of things and the DSP Error still there. I'm a kind of giving up of Kemper at the moment! So disappointed! 😞
Oh man, that sucks big time. Dig they figure it out?? It really does feet how you feel about your gear when repairs go like that...
@@JonWrightMusicTV Hey man, sorry for the delay. Yes! Now they fixed it! I had to send it to Germany though because the first time the store where I bought were trying to fix it but they couldn’t. It was very complicated factory defective and only the guys in Germany were able to fix it. Now it’s all good, but it was a pain though to send it to Germany.
Man , you have some patience, I have a kemper stage , it’s fine for studio use but I stick to old fender amps for live gigs, I’ve been a victim of UPS in the past and refuse to use them, hearing your video , if mine goes wrong i won’t be sending it back , Kemper should have fixed yours for free , they go on about how tough their products are ! Now I’m not so sure . Great video,thanks for sharing and educating us all . The Uk customs and the EU basically punish us every day for brexit , which wasn’t our fault . Disgusting .
Hi Jon, sorry to hear about your bad experience with the whole repair process with Kemper. I was looking for a video on resetting a used Kemper Rack which I just had repaired. Had similar costs to yours for replacing the main board except of course for the import fees, since I am based in the Netherlands. I must admit my experience with them was fast first through the chat on their website, the repair service took about a week, communication such as replies to emails, instructions, payment confirmation and repair status was never more than 2 days so a bit surprised to hear of the service you received. I'm not an expert on shipping processes or Brexit, but indeed Kemper should have some sort of FAQ document or instructions for when shipping outside the EU as well as a repair return label in their documentation. It also sounds like UPS took advantage of the situation. May I suggest you add to the title of your video a sort of "Warning on repairing a Kemper outside the EU" to help out other people. Looking at the bright side of things in the end you manged to get it back in working condition and with a new main board, so you can resell it at a good price if you wish to switch to another system.
Hey Juan, thanks for sharing your experience. The repair itself wasn't too bad, it was the comms around freight and the lack of clarity regarding that (and sitting on warnings that the Kemper would be disposed of...). Yep, at least it came back - could have been worse!
Glad you are going the TONEX route. Best Regards and Best Wishes!
Thank you!
how old was the unit? Did you gig a lot with it? Power head model I assume? It sound like the power amp failed, perhaps, or was it the DSP section?
Maybe 5 years? Non-powered model, main board was replaced (I couldn't get any further information about the fault)
Sadly Jon, I can only echo your sentiments after my recent experience with Kemper and UPS, to the point that I now have serious misgivings about investing in any further product from Kemper. I'm wondering what else I might get to replace my old (and no longer under warranty) Power Rack. I didn't care for the Axe-FX III, Quad Cortex or the Helix for live performance (I've tried them all).
I'm sorry to hear that. I feel a bit bad for piling on Kemper now. You might be interested in the ToneX I've just done a video for...
@@JonWrightMusicTV Thanks Jon. Just watched it yesterday. :)
Wow, what a nightmare. I hope your story gets shared far and wide. It seems like the only chance at holding companies accountable these days is to create PR nightmares for them. It's such a missed opportunity too, because if you really like a product, getting competent and unbureaucratic help in a crisis would even increase your loyalty and inspire you to recommend it more.
I thought long and hard about making this video - I didn't really want to be 'that guy', or torch any potential future relationship I might have with Kemper. But it was not right.
Pretty late to commenting on this video, but I relate completely. I remember asking for some parts info regarding the front screen and the leds, only to be replied with a "send it in". I insisted since i work in electronic repairs and i could do it myself but nope, no info provided and they made it sound like replacing a screen and changing some smd leds is rocket science (they talked about replacing the whole front panel, which i find kinda ridiculous). Even so, I seriously considered sending it (i'm in south america so shipping would have been brutal), and i never did it because i feared something similar to what you describe would happen.
Most companies sell repair parts (or at least provide parts info) but not Kemper. So yeah, they're not great if you're not in the same country as them, so guess i'll just keep using the unit as it is until it dies, and then i'll try to fix it myself.
This illustrates exactly this problem I have with them. They're very inflexible and don't offer any sort of third party support, which is frankly strange. I wish you well with it.
It's funny you mention this because I have an issue with my Helix where the footswitches went dodgy. I contacted Line 6 and they said I had to go through their repair centre. I contacted their repair centre and they said I had to go through line 6......also a farce.
Ah man it’s a pain isn’t it. All I can offer is that at least you’re not dealing with UPS!
UPS is a crock in the US also.
Sorry about the shit fest you went through and I gotta say that I'm really surprised to learn of Kempers "not my problem" attitude.
It was a nasty combination: UPS' incompetence, and Kemper's indifference!
What a nightmare, I'm not surprised you felt the need to air it. Really not the best aftercare and attitude, and like some has said aftercare is a valuable thing that needs to be done right. Sucks that you had to pay customs charges when their product was at fault too. Hope you have better luck in the future.
Yeah was a disappointing experience for sure. Not all Kemper's fault but they didn't cover themselves in glory.
Had a similar experience with my 1972 Super Reverb repairs so poor treatment of customers isn’t just a digital amp problem.
Sorry to hear that. Of course you're right
Welcome to the realities of Brexit
Unfortunately keeper have little power to help . Even poeple taking gear across borders will be paying import and export duty on the value of the gear that are only crossing borders to attend trade fairs
Brexit is really the problem and it does indeed SUCK
I'm not sure I agree. As much as I'd prefer the UK was still in the EU, Kemper must surely deal with many countries that are not in the Customs Union. And they still have a responsibility in how they conduct their business.
I had to replace the DSP inn my KPA. sendt it to the shop I bought it, and they shipped it to Kemper, a week and a half i got it back with out any problems and for no cost
But i feel the your pain man, had i gotten into this mess, i would have sendt the KPA back and got a refund
The voice mail sounds like a scam call center call🙂
If it's under warranty it's a different situation. Mine was a few years old so no shop is going to take care of that. Glad you got it sorted with minimal pain!
My 78 year old mother calls this “the incompetence factor”. It’s built into the fabric of every situation, and in this case, it seems like the Kemper Brothers/UPS Team are fairly incompetent.
It's definitely built into me too!
A couple of my foot switches are starting to fail. My soldering skills are more than up to the challenge (assuming they are at fault) so I asked Kemper if they can send me some replacements but they insist on me sending my Kemper Stage to them. After watching your video I'll be tackling the job myself, so if there are any Kemper users out there that know what foot switches I need I'd appreciate some info. What a horror show!
Eek. The unit can't be that old for them to be failing so soon surely? I wish you luck, hope you can figure out a domestic repair!
@@JonWrightMusicTV Update. I had the bottom off my Stage and the footswitches aren't switches. They activate PCB mounted switches via a coupling 'spring'. There's no way to replace these switches, so the sub-board that they are mounted to will need to be replaced! Aaargh!! I thought I had it fixed (software glitch?) after reloading the operating system and restoring the settings. This was a couple of weeks ago but it let me down in big way this weekend. Fortunately I had a box of four TRS switches which I programmed to get me through the gig... and these worked perfectly! It's just the five patch selectors on the front that have this intermittent fault, the 'stomp box', looper, bank up and down etc work flawlessly. I think I'm going to have to bite the bullet.
@@JonWrightMusicTV For me after 3 weeks. o))
Yikes, glad you shared this experience... the guy on the phone 100% sounds like tech support dude sitting in India lol...
Good old UPS!
I'm sure it's even worse dealing with Switzerland...
I can only imagine!
I clicked on your video coz i was thinking to go for the Kemper after having a very bad exlerience i had with Fractal Audio Support about my Axe Fx II
"old 10 years product" as described by them.
But now i will not get close to Kemper too based on your experience.
Yeah sorry about that. I understand that other people have had better experiences (outside the UK) but sadly it's a consideration if you're in the UK
@@JonWrightMusicTV
I am in the other part of the world, so non of this will work.
I moved into ASIO low latency interfaces.
HI..I'm sorry that you had to go through all that... and I'm sorry to tell you that it's all your fault. The UK is no longer in the EU. When sending a kemper to the EU, you need to do TEMPORARY EXPORT at customs. It's a special procedure for sending something out of the country, and that something will be returned to the country.And that something is subject to the payment of customs and taxes. It is a document that must be filled out and signed by a customs officer. With that paper, you go to UPS or DHL and send it. After repair and sending your device by the Kemper and when the kemper arrives at customs and when they call you to pay the import costs, you just show the paper about temporary export and you do not need to pay them .KEMPER is not obliged to inform either UPS or us as users about these things...they did what is expected of them - they found the fault and fixed it.
I had a similar experience with the fact that I knew how everything works because I don't live in the EU. My device was under warranty and Kemper paid everything, repair and all shipping costs, even those that I paid to send the kemper from my country to Germany.
It is a big thing to accept a mistake that is our own
Thank you for the patronising comment! You are unfortunately a bit wrong. Have a look at the UK-specific documentation re OPR if you really care about it. I suspect you don't care that much, and really just want to look clever, and that's fine. But yes, whether it's a 30-day application process that needs to be signed by a customs agent, where you need to become an export agent, or do a huge amount of paperwork and pay a fee, this is not a consumer repair process. But thanks!
@@JonWrightMusicTV Again...It is a big thing to accept a mistake that is our own.If you now want to buy a kemper from EU, you have a price that does not include customs costs and VAT. When the kemper arrives in the UK, you have to pay customs costs and VAT because the UK is no longer a member of the EU.For all the necessary papers, you hire an agency that is in charge of it. The procedure lasts 1 hour.That's how it is in my country, maybe in the UK you can do it at customs.The point is that you have proof that you once paid all customs and VAT costs when buying the kemper and that it is your property. The procedure is very simple and it all costs 25 euros. This document/temporary export/ proves that the kemper is your property and that you send it for repair. All your data and data about the kemper with the serial number are written on it.While the UK was in the EU, there was no need for all this because trade within the EU is carried out without customs costs and VAT.I looked at the current situation for the exchange of goods between the EU and the UK and the law that says that all goods are subject to customs costs and VAT.This is a little thing for which you don't need to be too smart or pretend to be smart. It's simple.
You know, I've been playing with a kemper for the last 8 years and that's how I feed my family. I don't like it when someone says things that aren't true. The truth is that it can be damaged, especially if it's the second hand.But if you say that it's Kemper's fault that they stopped your kemper at customs in the UK and asked you to pay their costs, that's nonsense.Every musician who played outside his country, which is not a member of the EU, did not get on a plane with a guitar worth a few thousand on his back and fly away.
Ask any musician from the UK what he has to do if he wants to go to the EU or the USA on tour with his equipment. He can't just go out and say this is my guitar and amplifier when he comes home.
Sorry men, but I have to answer you honestly. The next time you send something outside the UK for repair, you'll probably know what to do so you don't make the same mistake again..I hope that nothing will break and that you will not have any more problems with your equipment.
holy crap
Yep
Great vid mate. That’s me forever steering well clear of Kemper!
Ah I'm sad to hear that. Great gear, just maybe not the greatest customer service-wise. Maybe I was unlucky who knows
Get a tube amp. Yeah, they can have problems, but they are infinitely repairable for decades. Kempers will be obsolte 30 years from now if not sooner.
I've got a couple!
Man.. Kemper should send you a brand new amp
I'd have settled for 50EUR towards the customs charge!
I think Kemper should send whole factory!
4:32 in: “Is this the end? No it’s fucking not.” Priceless!!
Yes, grumpy Jon in full flow... oh well
buy fractal audio
Not sure shipping repairs to the States is any better!
@@JonWrightMusicTV
Fractal Audio are worse, check my video, their support left me for the reason that my Axe Fx II is 10 years old product.
@@JonWrightMusicTV
ua-cam.com/video/1lFzQNbISok/v-deo.html
Mine has been giving me different messages, "contact kemper", "update file" etc etc. It doesn't turn off sometimes and I have to turn it on and off again. Mine is 2 years old, so I doubt they'll do anything about it. When it finally goes, I'm taking it out and putting a 230gr projectile through it at a mile and make a killer shooting video to put up with the rest and will never look at this piece of shit company ever again nor will I recommend the kemper to anyone.
You have my sympathies. Did you get this resolved? (It's been a while since you posted)
@@JonWrightMusicTV It got a little better with newer updates, but I no longer use it. I use the Tone King Gremlin now. Killer little amp. Take care.
I have one and it sucks
It's not for everyone, that's for sure
@@JonWrightMusicTV it doesn’t suck anymore lol , wasn’t able to update for the QR code in settings for the app till a week ago, I have the stage it’s a lot more running around without app .it’s always sounded great .
Crap…!! Not funny at all.
It wasn't! I'm over it now.... almost