Real bad reply by bluesound

Answered

b s

• October 05, 2023 15:16

I have created a post on WHAT IS YOUR EXPERIENCE WHEN CREATING REQUEST FROM BLUESOUND? However it was closed where bluesound was claimed that It was investigated but nothing was done. Please check carefully on how bluesound staff Mark.T response and reply on this. And open back via the same request number. How can it be solved when the issued was not fixed?

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• Official comment

  

  Mark T.

  Sr. Support Crew Member

  • October 05, 2023 17:40

  Your satisfaction is our top priority, and we take your feedback seriously. I want to assure you that we are committed to providing you with the best support possible. I'd like to extend my sincerest apologies for any inconvenience you've experienced thus far.

  To make things right, I kindly ask that you give us another chance to assist you with the issue you are currently facing with your NAD Amplifier. Please check your email for updates regarding your support ticket.
  
• 

  b s

  • October 12, 2023 01:15

  Below is the reply by bluesound and the engineering team was able to replicate the issue. It was marked as solved even though it was not solved. Now after one month of closing all my request, now you are asking me for details on how do I get the issue even though I have explain how I got the issue and your engineering team was able to replicate the issue. As you can see, nothing was done to resolve the issue but to delay and ask the same questions again.

  Hello there,
  
  Thank you for contacting the BluOS Support Crew.
  
  After speaking with our engineering team regarding your specific issue they have been able to replicate it here in our labs. Our engineering team will be looking into this further and be providing a fix for this issue in a future firmware update.
  
  Please note that we here in technical support are not provided a timeline on future development and releases so I can not say for certain when this update will become available.
  
  However, rest assured that our engineering team will be doing everything they can to resolve this issue as soon as possible.
  
  Thank you for your extended patience with us in advance.
  
  Take good care,
  Eric
  BluOS Support Crew Analyst.

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  b s

  • October 14, 2023 13:13

  On my first support request i have indicated the issue and how to replicate the issue that even the local service center was able to replicate the issue. And with the reply by bluesound as shown. They are able to replicate the issue and ask me to wait for future bug fix and marked as resolved. Now after one month, blue sound now asking me for details on how to replicate the issue and even worse asking me to look for the local service center. So basically they are just replying for the sake of replying with no intention of resolving the issue. Even though I have given all the information and everyone are able to replicate the issue and now they are asking for the same thing after one month which contradict with what they have said. So basically bluesound cannot be trusted.

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  Bodi

  • October 18, 2023 08:20

  Yep same here... no fixes, only blabla and keeping us busy asking to provide another set of logs...

  Seems the Bluesound managers are now present chiming in on the 4.0 release threads on this forum, but when problems arise they are nowhere to be found :)

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  b s

  • October 19, 2023 01:10

  Yeah i guess they purposely delaying it until your warranty is over. And once it over, they will tell you it is hardware issue and ask you to look for service center. And when you go to the service center with out of warranty device. They will charge you exorbitant amount for repair or get you to buy new device. And the cycle starts again.

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  b s

  • October 21, 2023 19:52

  Bluesound, When will the fix be released?

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