Support experience/Players braking

Answered
Permanently deleted user

I am wondering if anyone has similar experiences with product quality and non-existent support:
We are a spa that is running our entire multi-room music system through BluOs because I like the sound quality of the players (better than Sonos) BUT:
We have purchased about 10 players. 3 of which stopped working within 4 years. We replaced one of the players just last year and it is now broken as well. (We have a very quiet, clean environment. The players are not moved or in any other way stressed)
Support cannot be talked to over the phone. Email support has us jump through many hoops that are useless (we said from the beginning that the player does not even play when connected via bluetooth, and yet they made us restart our entire network and do many network tasks that could not ever have been the source of the problem) and in the end just said: Well the player is over 12 months old (it was 14 months old, when we first started to contact support...1 month passed by having to jump through their hoops) So you just will have to buy a new one, as the warranty is expired.

Not even a single word that it is unusual for their players to break within such a short time. Basically saying: Yes that's normal. We expect you to buy a new one after a little more than a year.

HOW CAN ANYONE ACCEPT THIS LEVEL OF QUALITY AND SUPPORT? Is this really normal? Most of my audio equipment--even modern networked digital components--lasts for decades and you feel the companies stand behind the product quality. Is my experience with BluSound unique? 

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2 comments

Date Votes
  • Official comment
    Sam R.

    Markus, I'm sorry to hear of this experience. Bluesound players are designed to last -- there are still many first generation players, including the 1st Gen PULSE, alive as ever out there since 2012. It's why we still to this day continue to support them with every new firmware release. 

    I've escalated your case. One of our team members will reach out and investigate your case more closely. 

    Regards,
    Sam R.

  • Permanently deleted user

    Thanks for the comment, Sam, and thanks for creating a ticket for me, but I hope this ends up with someone else than the person who has been helping me on this before, because: This was the latest reply from technical support after weeks of trying to get this fixed and telling them that multiple players broke and that I felt that it was a very bad sign that this player broke down completely after only 14 months:

    ---quote---

    Please contact our sales team directly at orders@lenbrookamerica.com or call 1-800-263-4641 and select option 1 as we are only here Technical Support Analysts who deal with the product troubleshooting things only.

    ---end quote

     

    So: Essentially they are saying: Bad luck, we don't care. Buy a new one. (This was a reply to me asking for some kind of comment or to forward this case to 2nd level or management. Not a single word as a reply to my request or the trouble I've been having with the products. Just this one sentence saying essentially: "stop bothering us and go contact our sales department to pay us more money again, without ANY guarantee I won't have to do this again after another 14 months)

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