Support speed?
Answered
When I submit a support request to Bluesound, I quickly received email confirming that my request was received and setting expectation that replies might take 48 hours. But I am not getting replies in 48, or even 96, hours. What is a reasonable support response expectation for answering general BluOS and controller questions, where system behavior is not as expected and nothing can be found in the (sparse) online documentation?
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Official comment
Thank you for your continued patience.
As you have gathered, we are experiencing a much higher than expected volume of calls and doing what we can to clear the backlog as quickly as possible caused by our software release wave colliding with the annual expected pre-holiday and post-holiday surge.
We WILL get to all of you as quickly as possible. That is our promise and our Listening Commitment.
You may have noted things like us merging request so as to keep your place in line and avoiding multiple Support Crew members reaching out. We have also been adjusting messaging to help with self-serve support from the over 300 FAQs already answered on this site. You can use the above Search window which is not linked to just this site but also our partner sites from our good friends down the Hall at NAD Electronics and around the corner at PSB Speakers. If you have found the answers, please reply to your request and kindly let us know - not only to avoid us having to reach out but speed up the process for your fellow music lovers.
Shout out to Alain, Seppi, Bjorn and Brian (Braino) for helping us out on this forum (some for a few years now)... trust them, they are not pros, but they have been around the BluOS block a few times.
Thanks for your continued patience as we work to restore Support Crew response times to what is expected when #LivingHiFi.Tony
Anthony Williamson
Product Support Manager – Lenbrook International
Bluesound | NAD Electronics | PSB Speakers -
Support used to be fast but with all these issues about the last updates, I'm afraid we will have to be patient until they get the problems solved.
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I’m waiting 2 years for a reported and reproducable bug in c658 to be fixed (auto sense in combination with auto standby will result sometimes in just shutting down even when music is playing). Got a response after some 2 months that bug was discovered and a fix would be coming sometime. Still waiting! Don’t get your hopes or expectations up for a quick answer. If you do…well…hope for a fix. Sometime.
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Join the queue, plenty of people waiting since the upgrade to 4 interface.
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support seems very slow ! even for simple questions
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Better to air the issue on here, other users may know how to solve it.
My issue in 2022 with Qobuz never did get fixed, spent 1 month going round in circles with the Support team. Fix was going to other services, did not have any problems until the 4 upgrade happened.
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yeah also did that 10 days ago....
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for example - https://support1.bluesound.com/hc/en-us/community/posts/20190380868759-Pulse-M-does-not-connect-to-bluetooth-headphone-
... getting afraid that this has not been implemented in this 450 euro speaker (forgotten .....?)
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To be fair there has been a major upgrade, that caused some problems and there been quite a few holidays, due to Christmas and the New Year So plenty of backlog.
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lets see how it works out
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I updated my Node to BluOs 4 on january 17, thinking upgrading would be safe by then. Reindexing failed the first time I tried after the update and hasn't worked since. Rebuilding the index caused it to disappear completely. I immediately filed a support request and received a reply from Doug G. on january 24. I followed his instructions, which didn't help. The case got escalated to Tony W. on january 25. He asked for details about my home share, which I supplied the same day. I haven't had any feedback since. Apparently the case was assigned to Mark T. but he has not been in touch, so that's three weeks without any progress. To add insult to injury this morning february 7 I noticed the request has been marked as solved.
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Still waiting, it has been nearly 2 months now and nothing from support. But interface 3 works for me but that may not last.
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Are you in contact with support or do they ignore you?
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Hi Joris
Thanks for your patience - the Request you refer to as SOLVED is the additional log files you sent. The main case is still OPEN. We will continue to update you directly but are still working with QA regarding your case- thanks for understanding.
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Hello Tony,
The main case was definitely closed this morning and is only open because I reopened it. I would be very interested in hearing who closed it and why.
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