Support experience/Players braking

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2 comments

  • 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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