No, I have not. I don’t have an extra cord at hand. I’m using the original cord that came with the unit.
But you make me now wonder. Your assumption is correct; when I said tight fit, I was referring to it exclusively mechanically.
I can’t speak for PSA, but their customer service on here as been exemplary in the past. IMO, based on what I’m seeing on here, the pandemic and supply chain issues, along with and in no small part the Grusin CD distro, they’ve been handed their butts. I work for both a small business and a large business and it’s the small business in the US that was hit the hardest with the pandemic. If we had thrown in the overwhelming response to the Grusin CD, we too would have been handed our butts. Again, can’t speak for PSA, but IMO they’re still trying to find their butts, and learned a valuable lesson with their first Octave release and will most likely handle the distro of their second one differently. This is all conjecture on my part.
Yes, this is not how we operate. We have a standing rule of answering all correspondence within 24 hours and usually are quite a bit faster. I have seen instances on both sides of the fence where we don’t get emails because of spam filters as well people don’t get ours. You can always call 800.PSAUDIO and get someone on the phone, or you can email service@psaudio.com or you can email me paul@psaudio.com. If you email both addresses and get nothing in return it means there’s a problem in the email. Then you’ll be forced to call.
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I trust you are correct. But no need for me to call the 800 number yet again. TJ has my multiple voice mails with my call back number. When he chooses to, and if he chooses to, he knows how to reach me. I’ll be waiting.
This is not the time to be stubborn. Send the emails and make another call. Get your issue resolved.
Or you can sit around unhappy with your P5 - punishing only yourself. This seems pretty silly.
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Yup. When the CEO of the company offers to have you email him directly…well, it doesn’t get better than that. Don’t harbor resentment that may not be fully founded. Email the man and get your situation resolved.
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Seems to me you’re just disgruntled at this point and want to vent on-line to the PSA community. Were it me, following up on my own suggestion, I’d have already tried another cord. I know that means you might have to buy a cheapie cord from your local Ace Hardware to put that possibility to the test, not necessarily a cord you’ll keep in the end. But it does have at least the prospect of identifying the issue as not being internal to your P5 and easy to rectify.
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Sorry to hop in late. I was up in Crested Butte trying to escape some of the brutal heat Boulder has been getting.
This is not our M.O. at all. I thank all of the folks that have hopped in and mentioned their positive experience. However, no one should ever feel like they’re are being ignored. I hate to use any excuse, but covid has certainly thrown a wrench into the service flow. We did bring back a familiar face to help out with that team, so things should be getting smoother (and faster) as we work through the multiple barriers that have revealed themselves. Always feel free to email me at jamesh@psaudio.com and I can promise you will get a response from me ASAP! (Unless I’m up at 1,200 ft thinking 30 SPF and 2 liters of water was enough for a 14 mile hike…)
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Again, I want to believe you and I want to believe everyone here that has pitched in. I left yet another voicemail yesterday and I have yet to hear back. I then sent an email and cc’d the CEO, and only then did I get a response. But the response was just to send in the piece for repair. Which is likely what I need to do.
Things have gotten crappier, too. My DMP is also experiencing the same problem, so now looks like I have to send this, too. And, let’s make it worse. I am being told that my 1.5 year components are NOT under warranty. I thought warranty is 3 years?
I am not a difficult person. And I don’t want to rant. But this has been the worst experience for any product or service I have ever bought. And I’m not even complaining that my 1.5 year old products are malfunctioning. I’m accepting their failure as “it can happen”. My experience with VTL, Krell, DCS, and Meridian is night and day. All components that I have owned for over 15 years and never failed.
Sorry, but I am only telling the truth.
My (pre-Covid-19) experience with PS Audio customer service couldn’t have been better. They even paid shipping BOTH WAYS for my BHK300. Not only did they change both tubes in that amp without charge, they also sent a free set of tubes for the amp I didn’t send so I would have new tubes in both amps.
Again, work with them already. You appear to want a bad experience and for the process to fail.
Paul responded already according to your report. Now email jamesh@psaudio.com and get this matter rolling.
Trust me, I am not. I really do want this to be resolved.
I have finally gotten on the phone with Mark from service and we have a path fw. It is unfortunate that both the DMP and P5 have to be shipped, but they are being covered under warranty. So, finally, I can say that I am happy that this is being resolved.
I also should have added that Mark was knowledgeable and courteous, and made things right!
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They have even repaired things way out of warranty for free because they had multiple issues during warranty. PS Audio should be a model for all companies. This guy is just disgruntled.
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I think he is; I agree.
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I have not been following this particular customer’s issue. However, the claim that any customer is disgruntled should be carefully levelled.
I have personally had mixed experience with customer service. Failure to return phone calls or emails would be my main complaint.
Many companies do customer satisfaction surveys. I have no idea if one has been done before at PS Audio, but it would not be a bad idea to do one and get broader feedback on what customers who care to share actually experience.
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I agree that there should be way to provide feedback about customer service experience. Good or bad. Maybe some sort of ticket system, where each request generates a customer service ticket number that can be monitored for timely completion, and surveyed for customer satisfaction.
I had great service experience from sales team, but when I called on June 25th (35 days ago) to report that my power plant caught fire and inquire about repair service, I was transferred to someone’s voicemail and have not received any calls back.
Are you still waiting to hear back from the team? I ask because I don’t see an RMA in the system for you. A unit catching fire is not something to go ignored.
I have not heard back from anyone at PS audio about it. The good news that when I shared the story with the dealer where I purchased the unit, he has taken care of me, and I consider this issue closed from my perspective.
You’re not the first one to mention that a VM has gone unanswered. I’ll bring this up to their director. This is not OK.
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