Purchased an Egnater Renegade at Guitar Center a year ago. Gigged on a regular basis with it. Problem came up: I was getting a clear, strong singal from the clean channel, but no audible signal when switching to distorted channel. Changed EVERY tube with tubes that checked out good. Still nothing. Called Egnater, they had no answer. When I bought the amp at GC, I also bought their "Pro Coverage" which promised to fix anything wrong with it. This special "Pro" coverage was intended for working muscians like me so we could get it back fixed and promptly.
Got an "RA" number from GC Pro Coverage. They sent me a pre-paid UPS label, and I sent it about three weeks ago. As of this morning, I hadn't heard anything from anyone. Fearing my Renegade simply vanished, I called Pro Coverage. They told me they didn't know what was wrong and sent it to Egnater on November 21. The nice lady at Pro Coverage called Egnater for me (while I was holding) and told me Egnater said they were so swamped that they hadn't had time to look at it. I got a direct number to Egnater service and, of course, had to leave a message.
During this whole process, I was never contacted by Guitar Center about the whereabouts of my amp. Egnater gets the amp from GC and no one ever contacted me at Egnater. They are "too swamped" to even contact a customer. Being too swamped is not a good sign for a repair department. Speaks ill of their design if their repair techs are "swamped."
I am an old school guitarist, always sticking with Fender, Marshall or Peavey. Thought I'd try Egnater, you know, give the "little guy" a shot. Too swamped? For heaven's sake, OK, but can't someone pick up the phone or at least email and tell a customer where he/she stands? In my 30 years, I've struggled with Marshall service (non-existent, England, enough said). I've had moderate success with Fender service. And my best experience with service is that little Meridian, Mississippi company called Peavey. That company will even take the time to build you a footswitch that is 20 years out of date and send it to you postage paid. Egnater? Service department swamped, no customer relations. Not even an email. Looks like their products and customer service are on the same level. Bruce, I know your history, and why you designed your own amp. My man, you've got get some top-notch engineers to rework you design, and at the very least, clean house in customer service and get some professional people. Your amps sound incredible, but don't hold up and it looks like the only person who gives a s--- about your company is you.
