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Gibson Called

ppmkly

By ppmkly
in Gibson USA

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ppmkly

ppmkly

Posted
Posted

Wow, just received a call from Gibson concerning my experiences with the Dark Fire. I was much more polite than I've been on this forum, although I did tell them the truth. I think there may be hope for you DF owners. They are watching, listening and I even might consider buying another one after the bugs are worked out and all the software is available. Hats off to Gibson for taking it on the chin and calling.

Alouf

Alouf

Posted
Posted

Nice and classy from Gibson to have done that.

 

I would like to think that we forced their hands "just a little bit" :)

 

Where did they get your phone numbers from?

ppmkly

ppmkly

Posted
  • Author
Posted
Nice and classy from Gibson to have done that.

 

I would like to think that we forced their hands "just a little bit" :-&

 

Where did they get your phone numbers from?

 

I returned the Dark Fire and I am an original Robot 1 owner.

I posted my phone number in one of my nasty emails from last week and Gibson had it due to a warranty issue with the MCK knob on my Robot 1 guitar.

I was really surprised they called and that they listened to my comments after they learned I returned the guitar.

MCK

MCK

Posted
Posted
The phone number is on your registration form' date=' hope you did yours.... I did mine on line[/quote']

My set did not come with a registration form that I can see. Can you kindly post the online link? Thanks!

Alouf

Alouf

Posted
Posted
The phone number is on your registration form' date=' hope you did yours.... I did mine on line[/quote']

 

I am not a DF owner...yet. I will be waiting for the 50% "production" version.

 

I learned the lesson with my GOR.

nolongermike@gibson

nolongermike@gibson

Posted
Posted

Guys, for all the trouble some of you have had, I am 100% confident in our CEO and his commitment to excellence in making sure any and all issues are resolved and that we learn from them for future shipments and developments of the line. This is some bleeding edge stuff here, and considering everything it is designed to do, its still a miracle guitar as far as I am concerned and even with some temporary bugs, I am still coveting one something fierce. Early adopters always tend to have something like this happened. Apple, for all their wonder, has had stuff far worse happen when I've spent the same kind of money with them on a "super computer" and I am still a Mac-guy through and through. Apple's support kept me an early adopter time and time again, and I am thrilled to hear that our customer service department is reaching out as they should to make sure everything gets taken care of. Gibson wants to do right by each of you, I give you my word on that, and I've no doubt that they will work to make sure you are 100% satisfied. I'm sorry some of you have had trouble, but I am confident that Gibson will make it right. I have never known them to not stand behind a product, and they surely won't start with this model.

MCK

MCK

Posted
Posted

Mike,

 

Welcome back. Hope you've had a great Christmas break. Well Happy New Year too while we're at it...

 

Great that you confirmed we will be able to flash the firmware on the guitar to newer releases. This certainly raises my hopes for the longer term. I would not want to RMA the guitar each time there is a new firmware release... I am sure all software issues / missing items will be fixes in due course.

 

Mechanical issues are a little more concerning though. The MCK button feels as if its trouble waiting to happen. Number of people (including myself) with a bent toggle switch is quite large. I think this was a simple design error in the case that comes with the DF. I hope it is fixed for the future runs but question remains as to what we do... I don't want to RMA my DF just for the toggle especially given it is bought in US but used in Japan (hence not covered by warranty in Japan)...

 

Anyways, we're not trying to be difficult or un-cooperative. We all want this to work thats all. I already love the DF as it is and know that it can only get better.

 

PS to Gibson Customer Service ... I am on the other side of the world. EST + 13 hours... Yes, its that +81 number which you're probably trying to figure out how to dial to... When and if you call me please do me a favor and call real early in your morning otherwise you will hear a really grumpy "voice of the customer"!!!

 

Best Regards & Happy Holidays,

KS

elantric

elantric

Posted
Posted

Welcome back Mike ;)

 

Ask around and see if we can find more info about these remaining issues:

 

Describe the method of flashing the onboard Dark Fire Guitar electronics firmware please?

I do see where the RIP's firmware may be updated - this is clearly stated in the RIP Manual, but I cant find this info for the Guitar.

 

What remains missing is something Tronical calls the "Configuration Tool" -

( see the Dark Fire Manual pages 18-19 "Function #21, #22,#23,#24" )

The Configuration Tool is required to tweak the PEQ -its used to code the proper 'Clickstream" numeric sequence.

It is also implied this same "Configuration Tool" is also used to define user desired PU Coils in the same manner:

(From page 19)

"Function: 22"

"Clickstream: 22#CoilConfigNr#BandNr#GainData " where

 

CoilConfigNr# = Coil Configuration Number

 

BandNr# = PEQ EQ Band number

 

GainData = PEQ Gain Value

 

 

Right now after reading all the DOCS , I still have the following questions?

 

1) How do we update the Tronical Firmware?

Will the Bluetooth Module be required purchase to do this?

 

2) I want independent control of each Pickup's north and south coil - where is Bridge PU North Coil selected? Phase? Series/ Parallel for neck PU?

I do see we have a Display that can state:

(from Tronical)

Coil Switching symbols

Each pickup is represented by two lines, because it has two coils.

The north coil is the upper line the south coil is the lower line.

Green line=switched on

Red line =switched off

White line=anti parallel

Blue line = parallel

 

See Dark Fire OM top of page 10 - [Do we also intend for the customer to do pickup coil switching et. al.?-sm]

 

Question:??? How do we edit/control all the individual mag PU elements?

dexyboy

dexyboy

Posted
Posted

K-Kirk, firstly, many thanks for your posts, very helpful. Have you read the post in the 'I'm alive' thread? Sounds like the toggle wasn't bent but over-spaced with washers so I guess it just wasn't sitting right in the cutout, might help you or might not, but thought it worth mentioning in case you missed it as you might be able to fix it yourself. Happy New Year to all.

MCK

MCK

Posted
Posted

Thanks DexyBoy. My toggle is certainly bent. See my avatar. The plastic thingy came off yesterday and the bend was even more obvious to the eye. At least a 25 degree bend... I did unbend it a little using 2 needlenose pliers but don't think I can do that too many times since the material is some form of soft bronze and I suspect it will snap easily. I think the case cover is simply pressing on this thing too much and if its left on the bridge position it just bends. So far I'm leaving in the middle when I put it in the case so if anything it gets a downwards push and not a sideways one. Time will tell...

nolongermike@gibson

nolongermike@gibson

Posted
Posted

Hi K-Kirk. Sorry you're having trouble with the toggle. That's very unusual for a toggle to be bent. Its such a small bit of metal, it must have taken some force to bend it unless its just miss-seated in the switch housing, which is probably the case. In any event, I encourage you to be in touch with customer service, because my understanding is that Gibson's CEO wants the buyers of Dark Fire tucked in and taken care of the right way, no matter where in the world you are living. I won't speak for them, but I will say that I have confidence that they intend to make sure early adopters of this bleeding edge technology are happy.

MCK

MCK

Posted
Posted
Hi K-Kirk. Sorry you're having trouble with the toggle. That's very unusual for a toggle to be bent. Its such a small bit of metal' date=' it must have taken some force to bend it unless its just miss-seated in the switch housing, which is probably the case. In any event, I encourage you to be in touch with Jason Davidson directly, the head of customer service, because my understanding is that Gibson's CEO wants the buyers of Dark Fire tucked in and taken care of the right way, no matter where in the world you are living. I won't speak for them or him, but I will say that I have confidence that they intend to make sure early adopters of this bleeding edge technology are happy. Our email addresses typically are first.lastname@gibson.com, except mine, which is aliased as my old email addy from the early 90's, mike at gibson dot com. Jason is a great guy, super nice, knows his gig and I'm pretty sure you'll be satisfied in dealing with him. I've never referred somebody to him where the outcome was not stellar.[/quote']

 

Mike,

 

Thanks for that! Your message was a nice new year gift for me. Will drop Jason an email asap. For now I think I'm ok but I'd like to explore my options to seek support from Gibson Japan when & if needed. I also need to clarify if I can get my RIP etc from Gibson Japan or whether I will need to get it from US and then have someone ship it to me here. Anyways, its a lead. Thanks once again.

 

Regards,

KS

Gibson CS

Gibson CS

Posted
Posted

wardmk1976,

 

Send me a PM or an email to service@gibson.com with your phone number and we'll be happy to give you a call. Thanks.

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