TBH I have to say I really don’t anticipate these problems occurring with MY set up and use, just thought shipping non-beta units before a lot of corrections is not the expected process.
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We already discussed this privately as I was the one who noted things can get missed, even though we al agree they should not. I also made certain you understood I do not speak for PS Audio.
As I stated to you directly:
"I am sorry, I did not intend my comment be seen as dismissive. While it should never be the case, service requests, sales leads, etc. occasionally do get lost.
In this particular circumstance it appeared the poster did not follow up with a phone call or make other efforts to contact PS Audio, but was turning to the forum to help. I think my suggestion to call and to contact James directly was positive and helpful. From his subsequent post we learn he received immediate help - as it should be."
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That is simply due to a lack of discipline and following best practices. Tickets in a database that’s reviewed on a daily basis has no “cracks”. Analytics for aging tickets has no cracks. The cracks are the people. The cracks are a leadership issue. Rigor is key.
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Does PSA even have a service request ticket process? I sometimes send a query in via the web tool. But I keep a copy of what I wrote and note the date. Then after a week of silence back, I send an email to service@ with the text. Seems to be 50-50 for a response after that within another two weeks. I do not have a lot of cases though since you or Ted or sixpack or dvorak or ipeverywhere or the rest of you usually answer here first.
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It’s hard to tell. Are you given a ticket number? Are you provided a web link so you can look at the status of your ticket?
I would be worried if it’s just a row in a spreadsheet.
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I can tell you as an IT manager I review all tickets their age and severity level. And even with that we get crap from clients. Now we probably have 100 times the tickets PSAudio does but you should always have metrics on tickets and age. Top priory for a support team.
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It certainly can be, but no system-no matter how robust- is perfect.
I have no idea of PS Audio’s internal systems. I do know one gets spectacular service from James and others within the organization.
I also know there are those who submit an online ticket and do not receive the attention they should. I thus suggest people pick up the phone.
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I too have experienced James’s dedication and have said as much elsewhere on the forum. James is exemplary. PSA is fortunate to have him, as are we. But, that aside, contacting James out of frustration is a key indicator of an issue with service. A user should not have to seek out assistance in this manner because the traditional request for help has fallen through the “cracks”.
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I can only relate to my experience, which I was very clear on. Also, PSA staff was very dismissive on multiple occasions regarding my missed emails and unanswered phone calls. Again my experience. I don’t speak for others.
My impression with PSA is product is rushed to market and the shift to a direct market model did not include a commensurate shift in customer service. Proper vetting of product and QC prior to shipping would alleviate problems. Staffing phones and monitoring emails customer service would minimize customer dissatisfaction.
I had considered purchasing a DSD MkII. Called in and asked a handful of questions which could not be answered directly. This brought back memories of previous problems with sales and service. Thus I declined to purchase and let the sales rep know why.
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Wait, I figured James would be taking over for Darren?? ; )
He’s got bigger fish to fry!!
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I guess I’m in the same boat and fully agree. My setup is as simple and am experiencing none of the hickups others report. After more than 3 weeks of break in, I’m very much pleased with the sonic performance of the dac.
Although I recognized the identified improvements and can’t deny some impatience in having those resolved, I can hold my breath and count some more, having confidence in PSA to sort things out and make things right for current and future customers alike.
That said, it wouldn’t hurt the company to manage expectations, as in every worthwhile relation.
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i have sent in 2 requests in 2 weeks, no response from tech support, i am pretty loyal but this isnt right. short staffed? who knows
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Kindly inviting you to pick up the phone tomorrow giving them a call and ask for clarification on why not responding as well.
Love to hear from you what you’ve learned and hope for a positive response!
Well said
I agree, I have an early production unit and am extremely happy with it. I can wait for the UI improvements since I rarely need to change anything and have the unit in a cabinet so I have no need to see the display.
I do get occasional ticks, very low volume, when switching from PCM to DSD tracks but it is very rare.
I have been using a Sonore opticalRendu as a streamer, I had removed the Bridge II from my MK1 several years ago, and I have removed the Matrix from my digital chain so using USB input now. I do use a preamp so I leave the volume @75 on the MK2. This helped get a better volume match between digital and phono for me which is something I could not do when leaving the MK1 @92.
I find the improvement in SQ and the very generous trade in outweighs the minor issues that I am confident will be resolved. just my experience.
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Ive never had an email answered though I’ve only sent 3
No ticket number or response that it was received
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I have always received the best treatment from all the guys at PS Audio. It did not matter if it was a new product or one that needed repair after the warranty had expired. I always get timely responses to my emails or calls. I am sure they have been exceptionally busy with the mk 2 release. Ted and Barry have always gone above and beyond. I could list the names of everyone I have spoken with but am afraid I would forget to mention someone so I won’t.
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I have never used the Help Desk feature, but instead either call or email a specific person at PSA directly. Unless memory is failing me I don’t ever recall not receiving a response back. I do admit, I haven’t attempted contacting anyone in the past month, but prior to that never a problem. Calling might be the best option for those experiencing issues. That’s what I would do come Monday.
Goodbye
?? non comprende.