Bluesound support

Answered

Mike Walsh

• April 06, 2019 15:20

I find it nearly impossible to get a reply from the BlueSound support crew.

I've had a long running problem with my Gen 1 vault not being able to run software updates.
I finally took the device in to be fixed, and it came back not fixed.(This is a 3 hour round trip by car for me, twice).

Since then I've been advised that I need to get a remote access session. Fine. But I'm based in the UK< and therefore the actual window when US support crew can do this is small. So, whenever I email a suggested time, I get no reply for many days after the suggested time.

The last time I did this was last Monday....and I'm still waiting for a reply !!!!

0

• Official comment

  

  Tony W.

  Product Support Manager

  • April 08, 2019 13:11
  • Edited

  Hi Mike

  I do apologise for the miscommunication here. Looks like we had two issues here. We did get back to you on February 27th but did not here form you in 8 days so that ticket went to CLOSED status automatically. The follow up you requested opened fine but seemed to keep going back to the bottom of the list as you were responding to it before we got to it so it kept going to the back of the line as it was sorting by 'Last Requester' response. 
  
  All that being said, we'll be in touch today. Don't worry about the time difference. Since we here are in the office in Canada while the UK is home in the evening actually makes timing quite easy for us. If afternoon works better, we are in the office by 13:00 GMT but can make arrangements if you need even earlier.

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