Hello…Support?!
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they have completely vanished
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Exactly. Then I spent the better part of an hour in an endless hold loop on their phone system, only to be hung up on.
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This is absolutely no way to be treating customers. There is completely no way to reach a "real person" there.
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If you purchased your equipment through a vendor, I highly recommend going through them. If my guy can't help me, he has his own ways of getting through to support. Since he sells the equipment and has a network guy working for him, he can usually solve my issues. They did a number tweaks to my network to get it working initially and since then I haven't had any issues with multiple Bluesound/NAD systems. Good luck!
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Totally agree, just the standard response then nothing for weeks
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Software updates seems to have stagnated as well. Seems there's a big problem at Bluesound on how to continue.
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They found out their programmers haven’t got qualifications, that the growing number of appliances that need to be supported, is not maintainable and that their bluos system is never going to work anyways due to the small memory they have available on older systems. Plus they lost the bug spray. Worst company ever.
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What's going on at Bluesound?
BluOS 4.2.6: Updated 1 month ago, Release date: December 12, 2023
iOS - BluOS Controller App 4.2.2: Updated 1 month ago, Release date: December 12, 2023
Desktop (Windows/macOS) - BluOS Controller App 4.2.0: Updated 2 months ago, Release date: November 28, 2023
With all the bugs/problems: when will there be new versions?
Br, Hubertus
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Nobody from bluesound is responding to anything for weeks.
Even Tony / Sepi are silent, starting to be concerned they are abandoning the brand.
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Who wouldn’t…
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@James, sorry I don’t work for Bluesound and just a user like yourself but do chime in occasionally.
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@seppi you clearly do more than bluesound themselves then.
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I finally gave up on Bluesound support and called the company I bought it from and they said… yeah we had the same problem and just hardwired it over Ethernet.
So if your goal was a wireless system fugidaboudit
Someday when the class action suit comes around I can get the money for the router switch, cables and additional router satellite back.0 -
@Geoff: Even with hardwired connections, I experience a lot of issues. From the day I bought my NAD and powernode systems 2 years ago up until now. It has been frustration all around and has even gotten worse since the dreadful 4.0 update. Really unbelievable how they could mess this all up. So: hardwired system is not the solution, sadly. Avoiding BluOS is. Unfortunately.
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My surround speakers from powernode are wired by ethernet but they shut off after 30 mins of use when paired with soundbar plus.
Soundbar is also wired by ethernet.
Logged with support 19 days ago and radio silence since.0 -
My Node is hardwired with a fixed IP on my Lan. I love the device itself, but there are so many issues with the 4.x app, missing menus and other things not working properly. The only answer I get from support is that I have a network timing issue and I must reboot the Node and my router, or reinstall the app. None of this makes any difference, but when I asked why I could access the missing features immediately on reverting the app to the old 3.x interface and reintroduce the problems instantly by reverting it back to the new 4.x interface I have been met with total silence.
ISTR that we were promised a flurry of FW and app updates as issues were resolved one by one. A handful of updates in fairly quick succession followed, but now everything seems to have stopped.
I am picturing their software engineers all locked in a room somewhere and not being allowed out until they've worked out how they can recover from this mess.0 -
It's just sad. Marketing/brandmanagers boasting that 4.0 would make everything better and allow for faster development while the software department was probably holding the whole thing off because they knew 4.0 wasn't ready for release at all... The 4.0 release was originally scheduled for Q1 2023. And to see what inconsistent mess they delivered 6 months later is just baffling.
But that's the classic friction between those sales/marketing and software development teams who are supposed to deliver all those things that sales/marketing are promising.
I really feel sorry for their software development team and Tony who is/was at least giving the impression that someone at Bluesound cares about their customers.
I guess it's time to jump ship.
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Very frustrating for you all.
That said, I'm connecting via WiFi, and my system — and my Node's performance — is rock solid (touch wood). I'm mostly using TIDAL Connect, and haven't had any issues. When I do use the BlueOS 4.2.6 app, it, too, has been perfect. So… maybe a network issue?
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I have had my own frustrations. I had a Pulse 2i die after a year and a half and no help from support and my retail guy couldn't get any help to fix it. So I tossed the brick. Unfortunately I fell back on my Bose systems but they are very limited as to what they could stream and good luck with bluetooth. I still had my NAD C368 working like a charm so I decided to go back to Blue. During the times of COVID was able to buy a couple of Pulse 2i's at a good price. And since then not a single hiccup. The hardware has worked great. So much so that I bought a Pulse Flex 2i for when we travel. I have not had a single hardware issue. (And yes, I am all hardwired except the Flex... but nada issues with the Flex.)
That being said the new player (Windows and Android) have offered a few challenges, but honestly none really affected my listening. And now I feel what I have with the new OS is better than the old one. (As I have mentioned before I have roughly 14,000 albums on my network drive, so I do love my music. And my only issue was I lost my album covers at one point. They tried to help. But I finally just deleted the library and did a full rebuild.) Tidal is great (the explicit workaround worked) and I am waiting for Deezer Connect. (I just wish Deezer would sort my favorite artists.)
Let's face it. Those of us who are the outliers complain but for the vast majority of Bluesound customers there are no issues.
So in the end. Yes I am PO'ed about the Pulse that died. BUT. Dang. Link all the systems downstairs and the sound is incredible. And now the Bose stuff is consigned to the upstairs bedrooms.
Cheers!
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It’s certainly not always ‘network issues’. I’m a MSc in computer technology; I know my way around networks i even co-designed the Arpanet to internet transistion. There are numerous bugs in BluOS on both controller and (mostly) the players. Especially the iOS app is dreadful to use. Anyone can reproduce the bugs I mentioned before in this thread. I’m glad for tou everything seems ok, but you have those bugs too. You just don’t notice them or don’t use that particular function. Have more than one same-named albums by different artists? They all get the same release year from one album in that set. You didn’t notice it perhaps, but the bug is there. For years already. Just a small example. And there are lots more…
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I will note the indexing issues are common to all platforms. Anytime you have an album with the same name but different artists there are issues with any indexing system. For this reason I am extremely rigid on how I input artists, albums, album artists, album year, and genres. I discovered early on most indexing systems from the Apple iPod (in the old days LOL) to Music Bee, which I use to enumerate my music... all have issues if an album has the same name. For this reason I always cross-check to be sure every album has a different name. Greatest Hits are a good example. I have 151 albums with Greatest Hits as the title. So, I will always name an album Greatest Hits plus something to differentiate it. Each album has to have a unique name. And I apply rules to every other field to address indexing. Thus, the date field is always just YYYY. Do I have sort issues... rarely.
And yes there are bugs, but I have been able to work around/fix any issues I have. I have music playing a minimum of twelve hours a day using streaming services and my library using player groups or individual systems depending on what my spouse or I choose to listen to at any particular time.
Hmm... and before I retired I was a manager of network systems and telecom for major corporations. I know buggy systems. Most (nope, ALL) are when you start to push boundaries. I can only tell you the nightmares I had managing multi-site call centers with Nortel back in the day. And cloud services only made it worse.
So yes Bluesound works for our household.
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I have to disagree with you as Kodi, Plex, Emby, Roon all work flawlessly with same named albums, tracks and multiple artists on tracks, which BluOS doesn’t support either. Compared to the aforementioned music servers, BluOS pales against it competitors.
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Sorry, I was a tech manager too long... sometimes you just gotta bite the bullet and kluge it. If you have a sharp enough knife the square peg will fit in the round hole. Jeez. I just spent the day trying to move gmail to MS exchange, don't ask why, but my knife was sharp enough!!!!!!
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