Node 2 solid red light. Ghosted from bluesound support
AnsweredSorry this is a long post, but I'm at the end of my rope and I'm not sure how else to elicit some closure/response on my support request # 189908.
I use a bluesound Node 2 as a roon ready endpoint plugged into a whole home audio amp, essentially giving me whole home audio with one device, which has been great until it stopped working.
Towards the end of July of 2020 I went to update the software like I always do when I'm prompted to do so. Well, the device never came back online after the update. I found a thread on these forums of people having the same issue. I get a solid red light on the Node 2 and it is unusable.
I followed the steps to troubleshoot the system listed on the website. None of them worked, so I reached out to bluesound support on July 26th 2020.
My first replay was from Sam T. BluOS Support Crew Analyst. He replied on 06/28 and asked me to complete all the steps listed on the website, which I had already done and outlined in my initial request.
I replied back on 8/1 that I had already preformed all the steps listed and my problem wasn't resolved.
I didn't get any reply so I sent another email on 8/4. Sam T. got back to me the same day asking for serial number, proof of purchase and my address. I provided all those details on 8/4.
On 8/7 I hadn't heard back. So I sent another message. Again, Sam got back to me same day and I was told he was awaiting a message from "our sales team". This struck me as odd since I'm looking for support on a product I own. I'm not looking to buy something new.
8/14 I'm still without a reply. So I send another message and Sam gets back to me the same day telling me they have all the necessary information and he has forwarded it to the sales team. And he hoped to hear back from the sales team *today.* This would be the last time I've heard anything from Bluesound
I sent emails on 8/19, 8/24 and 8/31. No reply. Ticket is still open. My Node 2 is still broken and my frustration is through the roof.
Has anyone else had issues with the bluesound support process? The lack of professionalism is a big turnoff for what would otherwise be a good ecosystem.
Hutch
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Official comment
Hi Jeremy
Thank you for your patients. I assure you your request has not been 'Ghosted' and we are working to resolve your issue as quickly as possible.
We do apologise for the undue delay in processing your Warranty Return Authorisation. Due to the drastic change in consumer spending patterns from the COVID-19 pandemic, there has been a rapid increase in purchasing products to make your home or personal free time more enjoyable. People are buying Consumer Electronics rather than going to the movies is one example of this. Our internal Sales Team and Warehouse Team are rapidly trying to keep up.
Thanks for your patience and understanding as we are looking into your issue and your request is in fact still in OPEN status for resolution.Tony
Anthony Williamson
Product Support Manager – Lenbrook International
Bluesound|NAD Electronics|PSB Speakers -
Tony,
Shortly after your reply I got a response from Sam. He sent me an RMA and instructions on sending in my Node 2 for repair/replacement.
I shipped on September 8th 2020. Today is October 26th 2020 and once again I'm in the dark.
I have sent an email on 9/13/20. Sam responded within a day stating I would be receiving a replacement unit. My ticket was then closed (#189908).
I sent a follow up email on 10/5/20. I received an automated response and a new ticket number #198972. But no response from customer support team.
At this point I've been working with your company since July 26th. It has been exactly 3 months and I still do not have a solution.
Can someone please help?
Hutch
Edit for grammar
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Please continue to work behind the scenes with Sam. We are very sorry about the delay.
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Yes I have had a very similar issue but my issue is with 3 p300's and it spans over 8 month of no customer support or service.
Eventually I was told to buy new units at a 20% discount because they will not try to fix the $2,100 units I already have.
I would not recommend purchasing anything from NAD/Bluesound it has been an absolute disaster.
I am now working on buys replacement units but with SONOS.
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