Cases 193311, 193902, and 194043 all closed by the support manager without providing solutions

Answered
Andrew White

So here is the deal. I have opened three support calls. Twice through my Node 2i and recently purchased Vault 2i. My questions seem to be reasonable valid questions. But instead three times now they have been closed as 'solved'.

That is completely unacceptable. If someone does not get back to me with a response, I will start commenting on every website and message board that your devices are garbage. I spent over $1500.00 on this equipment and I am shocked by not only the lac k of support but just the pure arrogance.

I am Linux admin and when I looked at that dmesg output in the diagnostics.txt file, I see all kinds of shit going on that shouldn't be.

 

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Comments

4 comments

Date Votes
  • Official comment
    Sam R.

    Hello Andrew, 

    As you had opened multiple requests, they were merged into one so that all your provided information can be organised into one place for better review. The ticketing system we use simply marks this with a 'Closed' label.  

    A member of our support crew will be in touch with you as soon as they can. We thank you for your continued patience. 

    In the meantime -- plug in a pair of headphones to the front of your Vault or Node and skip to the next track to see if the audio continues to play vs when it is connected to your amplifier. 

    Regards,
    Sam R.

  • Andrew White

    Thank you Sam. I opened another case shortly after this as it seemed to disappear. You can disregard or merge. I will patiently wait for a response.

    I don't use headphones :) 

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  • Andrew White

    I have borrowed a pair of headphones and taken the step you suggested as it seemed to be a troubleshooting step. Here are my finding:

    - Radio Paradise is selected and the first stream starts to play.

    - Using the controller, I skip to the next song

    - The controller interface is updated and starts to sequence in time but no audio is heard

    - I plug in the headphones and I hear audio

    - I remove the headphones and the audio now plays through amplifier

    - I repeat the above steps and the problem continues.

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  • Sam R.

    Hello Andrew, 

    Thank you for confirming. 

    Sounds similar to some reported findings regarding DAC playback in the 3.10 update. We have a "live" Community Post currently with updates regarding this and the release we have on track:

    https://support1.bluesound.com/hc/en-us/community/posts/360049326734-Node-2i-ocacasionally-dropping-audio

    Please stay posted on this therein. 

    Regards,
    Sam R.

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