Joshua,
what I consider to be the full story is this:
We have offered you what is the regular case: Return it to the dealer for repair. Of course if the dealer is unable to repair the unit, we would offer him a replacement unit. But over this long distance a repair is quicker than a replacement, expecially when the error is detected already.
This is what has been communicated: (Who is Alex, by the way?)
Replied By : Burkhard Dinnies
Kemper Amps Support
Replied On : 23 Jul 2012 17:40:29
unfortunately I have to confirm, that your unit needs a repair of the system clock. There is no way,
to fix this software wise. Please approach your dealer for a repair. Sorry for the bad news!
Replied By : joshua.thanos
Kemper Amps Support
Replied On : 23 Jul 2012 18:20:57
Is there a way that u can send me the replacement parts and i do it myself ? Cos here in Indonesia
it is very corrupted and even for repairs they would tax me again even if the bill states nil...ive
experienced this before with my Suhr guitar.
Regards,
Alex
...
Sorry that I had to refresh your memory.
We have offered you the regular way to get your unit fixed. The best is to bring it back to your retailer, who is responsible for your product.
As you can read in Guitartones reply, that's the way it works the best.
It is an exceptional case when we care about a customers by bypassing the retailer the way we did.
In our history (15 years) there have been several cases where users live so far a way from us in an area with lower infrastructure (dealer-wise) and high duty and taxes.
In this case we ask if there is a skilled person around and send spare parts for a home repair. It has been successfull in every single case (yet).
Even though this causes us extra work, we like to support our customers this individual way.
It's a good day to reconsider our service policy.
CK