A Conversation with Our RMA Service Managers

In the world of music, gear is just as essential as the musician’s talent. But what happens when your favorite guitar starts acting up, your amp produces strange noises, or your audio interface suddenly stops working? That’s where our repair team comes in!

Today, we sit down with Eric Studer and Stefan Ilievski, our RMA (Return Merchandise Authorization) Service Managers and true experts in instrument and equipment maintenance. With years of experience and a passion for problem-solving, they share insights on the most common issues, essential maintenance tips, and what to expect from the future of repair services in the music industry.

How did you get into the world of musical instrument repair?

Eric: Mostly out of necessity since I wasn't happy with my own instruments and always looking to reach the next level. I'm also big into DIY (do it yourself) thus was never afraid to dive into new topics.

Stefan: I got into this due to my interest to help out other fellow musicians out there in the world which have technical issues with their products and as a musician myself I know how struggling it can be to find good technical support or quality service centre as quickly as possible as no one wants to keep their gear defective, we all need it working fine and to be reliable. Driven by this mindset, I joined the MusiX RMA service team.

What are the most common issues you encounter with guitars, amps, pedals, and audio interfaces?

Eric: When customers bring us guitars for service, there are typically setup related issues. This can be rather common due to seasonal changes.Also when an instrument is being played a lot, there are critical parts to the instrument (frets, potentiometers, jack etc.) which wear down or loosen up over time and require some servicing.

Stefan: I think Eric’s answer here is quite good and detailed, those are the most common issues we face, so just to sum it up:

• Guitars – Most common issues are with string action height adjustment, knobs / switches not working, replacement of tuning machines, neck relief issues etc.
• Amps – Customers usually report defective tubes, crackling noises with the amps, power issues like amps not starting, or they start but they don’t produce any sound etc.
• Pedals – Customers usually report switch issues, the pedals not working as they should, or the pedal turns on but the effect doesn’t work, defective knobs / inputs and DC input sockets are also part of the usual reports.
• Audio Interfaces – Customers usually report bad signal, or no signal at all when recording / using an audio interface, also they report quite often issues with the DAW or connection issues with their PC / MAC and audio intereface.
• Amplifiers are often more involved. Because they run hot and experience much movement. The chance of something breaking down is then much higher. Very similar to a car actually an amp needs certain service in it's life.

Audio interfaces and other low voltage electronic devices are rather reliable. Many times a simple firmware update or factory reset can cure software and settings issues.

How do we handle warranty vs. non-warranty repairs at our shop?

Eric: We (or the customer through the website) firstly records a repair case. This is for both types of repair cases and acts as a reference to raise a warranty repair, track communications, invoicing etc.Generally speaking for the warranty repairs, the invoice and serial number are needed to raise a warranty claim.

Wherever possible we confirm the issue firstly. This is sometimes possible already remotely (video, pictures etc.).This gives us a chance to elaborate on the problem as the average error description is rather short and can have context gaps. We try to add as much information and context as possible to aid the service centers in speeding things up.

It's important to know that our warranty is of "bring-in" type. This means that the customer is responsible for the costs of moving the goods to our premises (shipping, transport etc.).

Once we have the correct error description added to the case, the real work begins.We request a warranty case at our supplier. Once we get the green light for a warranty repair, it will be sent directly to the respective service center.In case of a non-warranty repair, we will kindly provide a quote if the customers wishes.

After the repair, customers can pick up the gear locally in the shop or have it sent back to them.

Some small background information regarding repair times: They heavily depend on the location of the service center (they are not always domestic!). In case spare parts have to be ordered, additional patience is required.

Stefan: Exactly as Eric said, don’t have much else to add here.

What should musicians check before bringing in their gear for repair?

Eric: This is very situational. Generally we can help best if you send us an E-Mail before you send or bring any defective products to us. Since we have a lot of experience, we can generally give good advice to find an efficient solution.

Stefan: It is situational question, if there is a pedal involved for instance, we would ask the customer to test the pedal with different PSU / batteries, check the cables, test with different cables / instrument and amp to basically rule out the issue and confirm that the defect is indeed with the reported unit.

What are the most frequent causes of guitar and amp failures?

Eric: Amps: Heat and vibrations (broken connections, bad solder joints), defective valves.

Guitars: Incorrect storage. Humidity, temperature and oxidation causes all sorts of problems. Also instruments that keep being played even though they require servicing.

What are some of the biggest mistakes musicians make when maintaining their equipment?

Eric: Using wrong solvents to clean their gear (for example WD40 is NOT a contacts cleaner).- Installing the wrong fuse value or type in your mains powered equipment. It's paramount for your personal safety and that of your precious gear, to always have the right fuse installed. Refer to the manual if you are unsure which fuse to use and never bridge or exceed the fuse value. If you are still in doubt, bring it to a tech or send us an E-Mail. Always happy to help with such questions !- Assuming things. Always read up on the user manual (even if it's boring, it will save you headaches!). User manuals answer a lot of questions. You might even discover a new feature or two along the way.

What’s your best advice for keeping a guitar, amp, or pedalboard in top condition?

Eric: Guitar: Store it in the right environment (respect humidity levels and temperature). Store it in the case or gigbag if your humidity levels shift a lot. Do seasonal adjustments.Keep the frets polished and change your strings more often than you think. This improves playability, intonation and tone a lot.

Amp: Get a yearly checkup done if you play the amp a lot. Preventive maintenance is a thing with amplifiers that can also safe you money down the line.

Pedalboard: Use quality patch cables with a good strain relief. Invest in a cable tester to go through your cables and determine any intermittency. Have contacts cleaner handy (you can clean jacks and cables while you are checking cables). Periodically tighten hardware (jacks, screws etc.).Use a high quality isolated power supply for lowest noise operation.Mount your pedals securely using dual-lock. Use a pedalboard switcher and buffer to retain your tone by bypassing unneccessary effects in the chain.

How do you see the future of repair services in the music industry?

Eric: As long as there is new gear, there will always be broken gear (and the need for repair folks!). It will never go away I believe. I do think that services will diversify further in this field because of the rapid development in technology and new types of products.

Stefan: Basically yes, as long as there will be new gear, there will be defective gear too which will need servicing in future. So in this industry the repair service is kind of a sibling to the sales of musical instruments, those too will never part away.

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These are the challenges our enthusiastic team takes on every day. We salute Eric and Stefan for their dedication and expertise and invite you to stay tuned for more behind-the-scenes insights about our team!

Do you think you have the same skills and passion to match our team members? We'd love to hear from you! Get in touch with us and explore opportunities to be part of our dynamic and skilled service team.