Bit of a random (slightly long) addition to the thread, but felt I wanted to share this somewhere, and not sure where the best place would be.
So, I had heard Novation had the best customer service going, but I had never really needed it, so had no first hand experience until last week. And man I’d say the rumours are an understatement.
So back in 2019, just before my warranty ran out on the PEAK, I sent it back to Thomann who repaired the data encoder for me, however in the process they destroyed the rubber strips/feet on the bottom. There was some other issues with them, but that’s neither here nor there.
Skip forward another 3 years, so I have owned the PEAK for 6 years at this point (3 years past warranty) and I decide it’s finally time to see if I can get some replacement strips/feet. I email novation, mark it as “not urgent” and within 24 hours I have a reply asking for delivery address confirmation. So I confirm and ask them what I owe? Nothing. They sent me free replacements, via DPD (imo the best parcel company) and they turned up within 2 days of the email. Blown. Away.
At the same time as this I decide to throw in a feature request, for the option to replace and restore the factory wavetables with user ones (which I kindly ask anyone else here to throw them an email for too ). Not sure where to send the request, I decide to hit the live chat button, this was at like 3-4 am UK time, someone’s there ready to chat, I ask where to send feature requests… In the chat is fine, said he would pass it on, then got a confirmation email with a transcript of the conversation which had been passed on.
This is genuinely amazing customer service and support. I thought it would be nice to share a pleasant experience like this, as we can often be quick to call companies out for doing stuff wrong/badly, but honestly, kind of rarely shout them out when they do go above and beyond.
TL;DR:
The rumours of Novation having the best customer service is dramatically understated