Ah man, thank you for that.

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!

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.

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.

I’m happy to hear that. I think it’s a different situation over there

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….

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.

Thanks for the support!

Thank you!

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.

It was a nasty combination: UPS' incompetence, and Kemper's indifference!

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!

Ah man it’s a pain isn’t it. All I can offer is that at least you’re not dealing with UPS!

Yeah was a disappointing experience for sure. Not all Kemper's fault but they didn't cover themselves in glory.

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.

Sorry to hear that. Of course you're right

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'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. :)

Good old UPS!

Maybe 5 years? Non-powered model, main board was replaced (I couldn't get any further information about the fault)

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!

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))

Ah I'm sad to hear that. Great gear, just maybe not the greatest customer service-wise. Maybe I was unlucky who knows

It's definitely built into me too!

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.

I can only imagine!

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.

Yep

I'd have settled for 50EUR towards the customs charge!

I think Kemper should send whole factory!

Yes, grumpy Jon in full flow... oh well

I've got a couple!

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.

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 kzfaq.info/get/bejne/Z9J2rbR_x6-3n58.html

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 .

It wasn't! I'm over it now.... almost