I’m not usually one to write customer service reviews, but I wanted to take a few minutes out of a busy day to share my experience with the community.
I’ve owned my VP4 for over a year, so it was well out of warranty when the issue occurred. The MIDI cable that ships with the VP4, which protrudes from the unit, is quite flimsy, as is the connector itself. For players like me who gig standing up and are regularly in front of people, this always felt like a failure waiting to happen.
Sure enough, the issue didn’t arise during transport or at a gig, but at home, when my four-year-old son accidentally stepped on the cable and broke the connector inside the VP4 where it connects to the PCB. That said, I strongly recommend that anyone using the 8mm-to-standard MIDI connection invest in a 90-degree angled 8mm connector. It’s a five-dollar purchase and well worth it.
I reached out to Fractal and, within 24 hours, received a response from a service technician here in Canada. I was initially concerned that I’d need to ship the unit to the U.S., something I was not looking forward to given cross-border shipping costs and the current political climate. Instead, I was pleasantly surprised to be connected with a Canadian service option near the U.S. border, complete with clear instructions.
I covered the shipping, which was completely fair, and the unit was repaired and returned at lightning speed. The responsiveness, repair quality, and turnaround time were exceptional. This experience really reinforces the idea that when you invest in a premium product, you’re also investing in premium support.
I think it’s important for Fractal users to share experiences like this with other musicians. It helps reinforce the value of not just the product, but the company behind it. Well done, Fractal. I’m a lifelong fan, not only because of the gear, but because of the service. Keep it up.
One final thought, I’d absolutely love to see your excellent editor available on iPad. The VP4 is clearly designed for gigging musicians, and most of us bring iPads to gigs, not desktop computers. Being able to tweak patches on an iPad at a show would be a huge win.
Thanks for listening. Cheers.
I’ve owned my VP4 for over a year, so it was well out of warranty when the issue occurred. The MIDI cable that ships with the VP4, which protrudes from the unit, is quite flimsy, as is the connector itself. For players like me who gig standing up and are regularly in front of people, this always felt like a failure waiting to happen.
Sure enough, the issue didn’t arise during transport or at a gig, but at home, when my four-year-old son accidentally stepped on the cable and broke the connector inside the VP4 where it connects to the PCB. That said, I strongly recommend that anyone using the 8mm-to-standard MIDI connection invest in a 90-degree angled 8mm connector. It’s a five-dollar purchase and well worth it.
I reached out to Fractal and, within 24 hours, received a response from a service technician here in Canada. I was initially concerned that I’d need to ship the unit to the U.S., something I was not looking forward to given cross-border shipping costs and the current political climate. Instead, I was pleasantly surprised to be connected with a Canadian service option near the U.S. border, complete with clear instructions.
I covered the shipping, which was completely fair, and the unit was repaired and returned at lightning speed. The responsiveness, repair quality, and turnaround time were exceptional. This experience really reinforces the idea that when you invest in a premium product, you’re also investing in premium support.
I think it’s important for Fractal users to share experiences like this with other musicians. It helps reinforce the value of not just the product, but the company behind it. Well done, Fractal. I’m a lifelong fan, not only because of the gear, but because of the service. Keep it up.
One final thought, I’d absolutely love to see your excellent editor available on iPad. The VP4 is clearly designed for gigging musicians, and most of us bring iPads to gigs, not desktop computers. Being able to tweak patches on an iPad at a show would be a huge win.
Thanks for listening. Cheers.