Before you contact us…
First, I would like to write that every day I continue to wake up in complete awe that our little synth repair business has grown into the mini empire we never thought it would become. What started out as a hobby in the corner of my mom’s garage has become a business taking up almost 10,000 square feet with half a dozen full time employee’s on payroll, dedicated billing & accounting, occasional fork lifts, gear being shipped in from around the world let alone the US, and a reputation that both winds our sails and causes great frustration.
And that doesn’t even touch on the level of gear we are so fortunate to work on and the level of clientele we have attracted and continue to serve.
I find it important to always have the most accurate information about our business available on this site to help prospective customer truly understand our business before they contact us about their gear repair.
The cold hard fact is that we are not for everybody, and the rumor that we can be difficult to work with if you’re not a known artist is unfortunately sort of true, but it’s not because you’re not a known artist or producer etc.
The fact of the matter is that we all have lives to live, bills to pay, and some of us even have children to feed. This means we need to focus on quality jobs and quality customers, which is 99% of our business nowadays.
That doesn’t mean you need to be famous to work with us. It just means you need to respect our process.
What does this mean, more explicitly?
It means we refuse to have our lives made miserable.
At some point in American culture, skilled tradesmen were treated with respect and honor. As a shop specializing in old school gear, we operate with that old school mentality.
As a business owner with half a dozen techs and workers working under my tutelage, my top mission is to preserve their integrity by demanding our customers respect their hard work above all else.
Nowadays, skilled tradespeople, including technicians of all ilk and even road techs are treated poorly, paid poorly, and treated as if they should fight for every job and every customer. This is the main reason so many great tech’s become jaded and quit the gig. When they say great techs are a dying breed, I’m here to say it’s the customers that kill them. The customer is not always right.
This mindset alongside the modern luxury of immediate gratification we have all come to expect has resulted in customers who can only be described as self-serving, anxious, unwilling to invest in their gear, and frankly annoying people.
In contrast, most people who are working professionally understand we exist to help the tool of their trade be reliable, and thusly treat us with respect and try to be accommodating to our schedule. There is a mutual benefit: they get their gear serviced properly and consistently from a team of professionals, and we get to do the job we love without anxiety. Our job is now fun and enjoyable, and that makes our business and the employment opportunities sustainable.
With all that said:
We will treat you and your gear with the utmost respect you and your gear deserve whether you are jamming in your bedroom or scoring the next blockbuster film. We don’t care who you are or what you’ve done or who you say you’ll recommend. We also don’t care if you’re having us work on your $800 synth or $80,000 synth. We will treat both with the same level of respect.
We will absolutely refuse to work with anyone who can’t treat us with respect.
Here are some examples on how to quickly raise red flags and have us unceremoniously cease our working relationship with you (as we’re infamous for doing):
- Tell us how you *chose* us to give us the job when you could have gotten it done cheaper and faster somewhere else.
- Complain about how long a complicated repair is taking by stating that you are certain that a certain about of time that has passed should have resulted in a completed repair. Bonus points if you don’t want to pay for all the hours we’ve spent troubleshooting.
- Complain about how you see other gear being worked on on our instagram. This ignores so many aspects of the repair process I could write a whole post about it.
- Accuse us on sitting on your gear when really sitting gear does not benefit anyone at all and is a silly accusation
- Bring emotions into the repair process. It’s a recipe for disaster.
- Tell us it’s almost your birthday and ask us to please finish it before your birthday. If you are over the age of 15 this is probably the most ludicrous thing you can say to working professionals
- Mention our few bad Yelp reviews as somehow the trend in comparison to the much higher rate of positive ones (note: we are not a yelp based business).
- Complain about how long your repair is taking when your friend got his much simpler repair done in no time at all
- Complain about turn around when parts availability is the problem. Bonus points if you believe a certain amount of time should entitle you to the world producing a rare part for you. 3x bonus points if you believe we should take the part from another customer or our rental gear to serve you faster (we will never do this)
- Ask us to only fix a certain part of a synth because you don’t care about the rest of it
- Trivialize the process. Often times a one liner description of a job like “calibrated the filters” can take a lot of time and energy. Saying “theres no way it takes that long to do that one thing” is probably the easiest way to have us end a business relationship.
Again in contrast to the above, it’s very easy to have a great experience, as so so many great people have and continue to have. Here’s some ways to do that:
- Don’t get weird on us
- Trust the process
- Be patient with update email response times
- Understand this is a niche business specializing in a niche group of products that have not been manufactured for over 30 years. We are dedicated to keeping this stuff alive. Often we have to engineer our own parts to fix machines, and that can add a lot of time onto initial turn around estimates.
- Say thank you
- Be excited to have well working gear with a lifetime warranty against work related defects
- In the event there is a problem or a deficiency in our communication, stay cool! We’re human and surely make mistakes!
If you choose to contact us about your next project, I assure you you will be met with friendly communication from people excited to work with you and your gear. Most of our customers become repeat customers and love our services and our staff. Some of our customers have become great friends of mine and my techs. We enjoy good company.
We don’t treat our customers like numbers. Everyone here has a name and their gear tells a story, and we will always treat our customers like people. We believe that the personal touch we add to the customer experience is the main reason our business has become so successful.
If that sounds up your alley, fantastic.
If you would like to be treated like royalty or you have been convinced that the world is orbiting your very being, please look elsewhere.
– Rob Rosen