Welcome, all! This new blog is designed to address some of the many questions I receive regularly from musicians about technical issues. We’ll cover a variety of topics, and I welcome comments and questions.

Yes, But Can You Get It Fixed?    Part 1

Today, let’s talk about service issues on various musical products, and why it’s a good idea to think about these things before you buy a particular brand, or from a particular retailer.

You know, when you buy a car the thought of service most likely enters your mind. The car salesman probably mentions it, or might even take you on a quick tour of the service department. We all know that cars are going to need service. Not so much when it comes to musical gear. Perhaps it’s because we’d rather not think about problems down the road. The salesman might mention the warranty, but they might not tell you exactly how the warranty terms are fulfilled (more on that later). And what about service after the warranty? Let me tell you my perspective on these issues, and hopefully it will make you a bit wiser when it comes time for your next purchase.

First, the brand. Different manufacturers are all over the map when it comes to how well they support their products, and in what manner they support them. I won’t be as organized or detailed as Consumer Reports, but I’ll run through the brands that come to mind, and tell you how well they stack up.

We’ll start with guitar amps. Line 6 pops into my mind, because they are one of the better companies when it comes to support. They have field service centers all over the country, they honor the warranties, they are good at supplying parts to the service centers, so if you decide on a Line 6 product, you’ll be in good hands. Now, they do stop supporting products after a few years … for example, if you own an AxSys from the late 90’s or one of the original Flextones, some parts are no longer available. That’s understandable, because Line 6 products are very similar to computers (actually, they ARE computers in many ways). If you own a 1997 computer today, it’s obsolete and generally not repairable. Same goes for a 1997 Line 6 amp. Digital technology marches on.

What about the traditional companies like Fender and Marshall? In both cases, support is good. Lots of support, good parts availability, product documentation is strong for their flagship products. Consequently, a service guy like me can fix pretty much any problem that might occur in a Fender or Marshall amp, regardless if it is a vintage model from decades ago, or a new issue. One note about both Fender and Marshall … their lower end products (practice amps and smaller wattage units) are not field repairable under warranty – they have to go back to the manufacturer and are replaced with another unit. Turnaround from the time you take your broken amp to a dealer or service center until the time you receive your replacement can be 3-4 weeks. In addition, the manufacturers make no commitment to stock parts for these lower-end products for after warranty service. So, your little Fender or Marshall practice amp may wind up being disposable should it break after the warranty has expired. This is not unique to these companies – most smaller amps from most manufacturers today are similarly throw-aways.  As a rule, amps selling new for under $500 may be non-serviceable after only a few years (or less).

Peavey? Again, generally good support, although not quite as good as a few years ago when Hartley Peavey was still running the operation. Lots of service centers, lots of documentation – good product choice if you are concerned about repairs.

So far, so good, right? Well, I can’t go any further without talking about the other end of the spectrum. First, I’d like to talk about Crate and Ampeg. About five years ago, if you had asked me to pick some brands that had really good support from the manufacturer, Crate and Ampeg would have been at the top of the list. Part of the St. Louis Music family of brands (SLM Electronics), there wasn’t a better tech support and parts department around. But SLM was purchased by Loud Technologies in 2004.   In 2009, Crate was declared a dead brand.    In 2018, Ampeg was purchased by Yamaha.    So, Ampeg should still have good parts support, but typically new owners don't continue to support products that were made before they owned the company.   So, an older Ampeg may not be a great decision in all cases.   Buying a used Crate amp is kind of a death sentence (for the amp, not for you!)    With a few exceptions like the 1/4" jacks, parts for Crate amps are no longer available.

Okay, Frank, what about some high-end tube amps, such as Bogner, Engl, Mesa Boogie?. I can’t say enough good things about Engl – they take care of their customers. First, they build very good products, and they stand behind them. ‘Nuff said. Mesa Boogie builds a good product (lots of players love their Dual Rec or Triple Rec). However, some issues come to mind that cloud the Mesa Boogie picture. First, their design on many of their amps is suspect – they use a ton of photocell switching, and the photocell elements that they employ are not without problems. Next, their boards are hand-wired down to the chassis, making component replacement (such as one of the afore-mentioned photocells) very time-consuming and therefore more costly.   Parts for Mesa Boogie are generally available - we carry several here on the website.   They are just tough to work on.

Here are some of my ratings on some other major guitar and bass amp manufacturers. My five-star list for service support would include Ashdown, Gallien-Krueger, Hughes and Kettner, Polytone, Tech 21, Vox, and Yamaha. My four-star candidates are Hi-Watt, and Lee Jackson. The three-star list includes Epiphone, Gibson, Hartke, Laney, Rivera, Soldano, and Trace-Elliott. Remember, these are my rankings based on my experiences and opinions. Your experience may differ.  And as companies are merged, bought and sold, these ratings will change.

Can’t end without talking about Behringer. What Wal-Mart is to shopping in your community, Behringer is to the music industry. With Behringer products, all warranty service is in the form of exchange. Founded in Germany by Uli Behringer, but moved production to China many years ago.   Now a part of Music Tribe.  Many of their products are "clones" of products made by Peavey, DOD, Marshall, etc.   Parts are difficult to source, and due to their low selling price most Behringer products are considered "disposable".

Finally, a word about buying online from companies like Musician’s Friend, Sweetwater, American Music Supply, etc. Your problems with a broken unit are generally more complicated and frustrating when dealing with one of these companies than if you bought the same amp from a local brick and mortar dealer. Those of you who have experienced warranty issues with a product from an online retailer know that this is true, and have learned that buying local gives you a true friend in the music business. Today, you’ll get pretty much the same price no matter if you buy it online or buy from a local dealer. So why not support your local dealer and buy in your town? Trust me, you’ll appreciate the extra mile they’ll go for you when the time for service comes.

In Part 2, we’ll continue this discussion by talking about manufacturer support for PA gear, keyboards, and a little bit about effects units. Until then, keep on playin’.  I’m Frank the Tech Guy.