Maybe @jazzophile can give the extra one away like I did with that extra copy of the Audiophile Masters SACD. 
1 Like
I don’t know if the policy is different outside the US, but when I had to send in my SGCD for its Linux update, I printed out the shipping label from the RMA notice, attached it to the carton, took it to my local FedEx store, and was surprised when the guy at the counter didn’t ask me for any money. It had been prepaid by PSA.
3 Likes
Confirmed. I need to pay returning the unit but they will pay the shipment when its coming back to me. Sprout is not available on PSA dealership here in Kuala Lumpur. They only carry the much more premium units.
Thinking of it, I should bought the Sprout through Amazon because they will cover everything.
Sad to hear it breaks all the time. The shipment must be expensive from Italy to the US. I know people is important, but I dont want to make Fedex richer every few months or so . I should use the money to get more records!
In effect each time I sent for repair here in Italy at no expense or I received from Boulder a component (i.e. board card) with instruction to arrange the job by myself (and I am not a DIY guy at all). And now I hope to receive the same help from PS Audio one more time.
I hope they will help you too due to shipment cost.
1 Like
I think for many here this plays a big role, which is great and I admire their patience and staying power. But the cause of those situations should be solved, too.
Not to downplay any body’s bad experiences, but do keep in mind that forums and the internet greatly exaggerate negative experiences. You’ll see this in wordings that include " . . everybody has had this problem"; “this is affecting just about all the units” and so on.
2 Likes
Ain’t that the truth. No news is still good news.
If I may make a suggestion, the customer, in this case, @jazzophile should have been informed that an action was completed on his behalf; the remote was sent via X on date Y.
1 Like
My Degritter is leaking. The problem is an o-ring. Degritter’s response to my email was immediate and meticulous. Their follow-ups as well.
I accepted their offer to send me a new o-ring with instructions.
If that doesn’t work, they offered to send me a new machine, with a return label and they will arrange pick up at my residence, all at no cost to me.
Great service should exceed the customer’s expectations.
2 Likes
I couldn’t agree more. The problem we have uncovered, thanks to some of these issues, is that while FeDEX shipments automatically ping the customer of its status the USPS does not. That’s now fixed and should work the same way as FeDEX.
6 Likes
Yes, something very good came of this thread. The lack of email notification when we ship things USPS has been a thorn in my side since I started. Now no longer an issue!! 
4 Likes
I truly appreciate PSA taking care of me. Glad it also brought about some process improvement.
1 Like
Appreciate the help and patience.
2 Likes
In my case. Its happening to a few Sprouts. A bit concerning for me. Will it fail again sometime in the future?
Sprout100 clicking noise/won’t power on - Audio Components / Integrateds - PS Audio
Not to mention that fact that it’s kind of human nature to complain about products in public forums far more frequently than to praise them. People who are happy tend to just shut up and enjoy their stuff.
4 Likes
I just remembered the goalkeeper’s analogy. No matter how many goals he/she saves, people will only remember the ones he/she missed 
5 Likes
I just sent in an email needing a new download of the setup reference guide and got a reply with a new link within 6 minutes. Thank you Zach!
4 Likes
Given the state of affairs, I’ve just learned to lean into what brings me peace. I may be in the minority, but I’m pleased to get my packages in working, undamaged condition, regardless of if they’re a few days late. Consider our hobby and the luxury of it all. We are truly fortunate, IMO.
7 Likes
Absolutely…!!! Yes!!!
2 Likes