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Old October 14th, 2011, 07:50 PM   #1
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Fostex Support in UK?

My Fostex FR2LE has developed a fault.

Does anyone know how to get support from Fostex please?

The links on their website to support in Europe are broken.

My email to SVC (their agent) in UK got bounced.

There does not seem to be any way to contact Fostex via their website.

I'm not very impressed!
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Old October 15th, 2011, 01:53 AM   #2
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Re: Fostex Support in UK?

Quote:
Originally Posted by Richard Gooderick View Post
My Fostex FR2LE has developed a fault.

Does anyone know how to get support from Fostex please?

The links on their website to support in Europe are broken.

My email to SVC (their agent) in UK got bounced.

There does not seem to be any way to contact Fostex via their website.

I'm not very impressed!
A bounced e-mail can often just be a broken server somewhere.

The details I have are:

SCV London
Tel: 020-8418-0778
e-mail: sales(at)scvlondon.co.uk

Try these.

I hope this helps.
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Old October 15th, 2011, 05:06 AM   #3
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Re: Fostex Support in UK?

Thanks. I will try to call SVC on Monday.
They are closed on Saturdays.
I think it is not very good practice that a reputable company like Fostex don't have a clear route to getting after sales service via their website.
For example. Try Googling Sound Devices Support and see what happens. Then try the same with Fostex.
I will think twice before buying Fostex again.
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Old October 16th, 2011, 12:11 PM   #4
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Re: Fostex Support in UK?

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Originally Posted by Richard Gooderick View Post
Thanks. I will try to call SVC on Monday.
They are closed on Saturdays.
I think it is not very good practice that a reputable company like Fostex don't have a clear route to getting after sales service via their website.
For example. Try Googling Sound Devices Support and see what happens. Then try the same with Fostex.
I will think twice before buying Fostex again.
I just looked at the SCV website and found the Tech. Support form very quickly.

At the top of the form is says:- "For Technical Support, please complete the form below,
or call 020 7923 1892."

So the telephone number is there for a quick reply as well.

When I had my Fostex FR-2 I always had excellent, fast and helpful support from SCV whenever I needed it - no complaints at all.
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Old October 17th, 2011, 04:23 AM   #5
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Re: Fostex Support in UK?

Yes, but you already knew that it was SCV who service Fostex gear in the UK.

Now that you have prompted me I recall that it was SCV who I bought the FR2LE from and who have been pleasant and helpful in the past. And now I also remember Fostex themselves being very helpful in the past.

I called SVC today who answered the phone immediately and gave me the email address of their support department (he is out of the office today).

The point I was making was that if I was having to depend upon the Fostex website for this information I would not have been able to find it because the links to their European Support don't work and the email address fostex@scvlondon.co.uk doesn't seem to work either. And I could not find anyway of contacting Fostex directly.

It shouldn't be necessary to post on a forum or to rely on four year old records to get support for a piece of professional gear when it goes wrong.

I have pointed this out to SCV and asked them to feed this back to Fostex. I am sure that they are a good company to do business with and I imagine that the lack of contact information for support via their website is an oversight.
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Old October 17th, 2011, 07:59 AM   #6
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Re: Fostex Support in UK?

Quote:
Originally Posted by Richard Gooderick View Post
Yes, but you already knew that it was SCV who service Fostex gear in the UK.

Now that you have prompted me I recall that it was SCV who I bought the FR2LE from and who have been pleasant and helpful in the past. And now I also remember Fostex themselves being very helpful in the past.

I called SVC today who answered the phone immediately and gave me the email address of their support department (he is out of the office today).

The point I was making was that if I was having to depend upon the Fostex website for this information I would not have been able to find it because the links to their European Support don't work and the email address fostex@scvlondon.co.uk doesn't seem to work either. And I could not find anyway of contacting Fostex directly.

It shouldn't be necessary to post on a forum or to rely on four year old records to get support for a piece of professional gear when it goes wrong.

I have pointed this out to SCV and asked them to feed this back to Fostex. I am sure that they are a good company to do business with and I imagine that the lack of contact information for support via their website is an oversight.
I agree it could be better.

I just looked at the Fostex site and found the UK distributor and the contact details in a few seconds.

I agree that this info. should also be linked to from the support page and I agree that SCV need to check the fostex@scv...... address and make sure it works.
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Old October 18th, 2011, 03:30 AM   #7
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Re: Fostex Support in UK?

Just to wrap this up for anyone who may be reading it.

SCV came back to me first thing this morning with a correct diagnosis. The machine is not faulty, which is good news. A setting deep in the menu had changed itself.

I would like to say also that I have always been extremely pleased with my FR2LE. It is an excellent sound recorder.

I hope that Fostex will make some adjustments to their website to make routes to product support more transparent.
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Old October 18th, 2011, 09:08 AM   #8
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Re: Fostex Support in UK?

Good, I'm glad you got it sorted.
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