Frustrated with Kemper response to non working unit

1st Official Post
    The Profiler Model referred to in this thread is ...
    ☑️ Profiler Head/Rack

    Purchased MK2 Kemper direct from Kemper. Received unit first week of June.
    Packing was non existent and box had big hole in box. Unit didn't show visible damage but the unit's post FX didn't work.
    Reached out to tech support. Dealt with troubleshooting emails for a week or two. No fix.
    I ask for a replacement unit since there's only so much time I can lose to a unit that's possibly internally damaged or at the very least still not working properly after tech support.
    Instead of doing a swap for a new unit they send me over to another divison of the company that tells me to send the unit out to them to get it "repaired". I politely decline and remind them that this "new unit" never worked and the packaging was damaged. I ask again for a replacement unit or return since I've now lost 3.5 weeks without a fully working unit.
    The team just disappears. No response, no options, nothing.
    I wait a few days and follow up asking again what my options are... nothing.
    Nearing the end of June now, no solutions no options no responses.
    I googled us contact to try to get someone on the phone about this whole fiasco and get constant voicemail messages telling me to email them. 🙄I left a message letting them briefly know my situation and to please call me back.
    No call back.
    Not sure about you guys think but this is not the customer service I imagined from Kemper or any company bearing I was sent either a defective or damaged unit.
    So end result is they've basically ghosted a customer with an issue at this point and not sure where to go from here other than post here and hope someone reaches out that sees an issue with this situation. 🤷🏼

    Intentional or unintentional the result is the same and I would expect more from a reputable company. After several emails that go unanswered a customer is only left to wonder.
    An entire month has passed since delivery of the unit. Its time to move forward with resolution yes? Troubleshooting was already done by "Jay" at Kemper. We are passed that phase, let's move forward with return since you guys stand by your products. Thank you

    • Official Post

    From what I can see, you've spoken with our German support ("Jay"), and he reassigned your ticket to our US office after checking a couple of things with you. Our US office requested the serial number so they can start to make you a happy customer.
    From what I can see, they don't state that your unit will be repaired or exchanged; they only require the serial number and shipping address to initiate the process.
    You didn't provide the serial number, as far as I can tell, but you've replied a couple of times asking for a status update. Yes, I understand that this is not ideal, but please send them the serial number and address. I'm sure we can solve this quickly :)

    That's incorrect. This is the email saying they will "fix" my profiler and start a "repair process".
    I replied to this email asking for some clarity on what my options are since I purchased this brand new and asked if we could move forward with an exchange or return due to the faulty unit which is fairly industry standard when something new doesn't work correctly out of the box.
    I received no response from Parker after several emails I sent him which is why I had to post something here to get a response which is as you have mentioned, far from ideal.
    No one needs to incur more downtime for a brand new unit to be "repaired" after a month process which is the only option offered as you can see in the email.
    I never heard another response from Kemper in general even after I reached out to them in this email trial which I have posted.

    I feel for you buddy. It seems to be the luck of the draw unfortunately (yet 3 of the 4 Kemper products I bought have had issues, even after being "repaired"). Similar thing happened to me, bought something DOA and I guess the policy is to let the store handle it, which deals with the country's distributor; they never ended up exchanging the product but just insisting in repairing it (couldn't even diagnose properly the first time and sent it back still defective, the process ended up dragging for months). Now a year later it still has non-replicable glitches and failures from time to time (which are the worst because you can't demonstrate them to guy in front of you). I may be stuck with this potential lemon I'm too afraid to gig with (and can't sell in good faith) because they never accepted to exchange it the first place (a couple of days after the 7-day return period because I was away on tour) even though the distributor originally said they would. I can't explain the mental/financial load and stress this has all been (had to fly someone oversea with my backup.) This is not the fault of Kemper's headquarter (which I know are heroes and the nicest people at the office in Germany) but there are some shitty people in the chain of distribution who clearly just want to move products and won't be there when it matters.

    Just a note to say that as a Canadian with multiple Kemper products I have had very good experience with Kemper support both Germany and USA.

    One of my Toaster units had a battery failure and the shipping/transaction went quickly and smoothly. All other queries have been handled professionally and in a timely manner. Sorry to hear of your issues though.

    Not to be a douche, but you really have to answer the questions when they are asked to get support. They asked you several questions, including one in this thread, and you never answered them.

    1. The serial number...

    2. G String asked about the post effects, and you never answered.

    If you don't provide the information, they can't really help you out properly, and while he did say fix, that doesn't mean he was going to repair your Kemper; it may be a complete unit swap. Bottom line, you have to provide the information and keep the dialogue going. They can't read your mind.

    Kemper support has been one of the best I have dealt with to be honest. I can certainly point you to other companies that you would be lucky if they even responded.

    Quote from guitarman967

    That's incorrect. This is the email saying they will "fix" my profiler and start a "repair process".
    I replied to this email asking for some clarity on what my options are since I purchased this brand new and asked if we could move forward with an exchange or return due to the faulty unit which is fairly industry standard when something new doesn't work correctly out of the box.
    I received no response from Parker after several emails I sent him which is why I had to post something here to get a response which is as you have mentioned, far from ideal.
    No one needs to incur more downtime for a brand new unit to be "repaired" after a month process which is the only option offered as you can see in the email.
    I never heard another response from Kemper in general even after I reached out to them in this email trial which I have posted.

    I hope you get this cleared up. I have to say my own experience with Kemper has been that the communication isn't always swift, but they have not left me hanging once. I've got three units now including one of the new Mk 2. Hopefully you'll get straightened out with the help of G String here.

    Quote from G String

    I suggest you get in touch a final time, send him the serial number/address. I do my best to bring it to his attention. That's the best I can do right now. Thanks.

    Can you guys get in touch with Parker? Hes not answering emails again. Kemper has my unit. I've asked for a refund in two emails and he's disappeared once again. Last time he said he wasn't getting emails... I've sent two emails asking for status.
    Thank you.

    Edited once, last by guitarman967 (July 3, 2025 at 9:46 PM).

    Quote from wpotere

    Not to be a douche, but you really have to answer the questions when they are asked to get support. They asked you several questions, including one in this thread, and you never answered them.

    1. The serial number...

    2. G String asked about the post effects, and you never answered.

    If you don't provide the information, they can't really help you out properly, and while he did say fix, that doesn't mean he was going to repair your Kemper; it may be a complete unit swap. Bottom line, you have to provide the information and keep the dialogue going. They can't read your mind.

    Kemper support has been one of the best I have dealt with to be honest. I can certainly point you to other companies that you would be lucky if they even responded.

    Maybe you're not a douche, but you're certainly not following along very good.
    All I can say is read it again, I already did tech support with Jay from Kemper. That dates back to the beginning of June. That was all ancient history at the point of me making this post and they couldn't sort out the issue and then disappeared on my case. Why would I go back to start and rehash the same process here online when that process was already completed? I've had a New unit not functioning properly for close to a month at the point of making this post and no contact from Kemper after several emails. I had no recourse other than to reach out here, no one would respond to emails and I'm still having the same issue currently!

    Edited 3 times, last by guitarman967 (July 3, 2025 at 9:52 PM).

    Quote from guitarman967

    Maybe you're not a douche, but you're certainly not following along very good.
    All I can say is read it again, I already did tech support with Jay from Kemper. That dates back to the beginning of June. That was all ancient history at the point of me making this post and they couldn't sort out the issue and then disappeared on my case. Why would I go back to start and rehash the same process here online when that process was already completed? I've had a New unit not functioning properly for close to a month at the point of making this post and no contact from Kemper after several emails. I had no recourse other than to reach out here, no one would respond to emails and I'm still having the same issue currently!

    I actually did read and re-read the thread here. You still haven't answered GStrings question from above, so I stand by my comment. I get your frustrations, but when someone new tries to help, it would be helpful if you rehashed the problem and then answered their questions. Good luck!

  • G String July 21, 2025 at 4:03 PM

    Closed the thread.