Is there any reason support would take more than a few weeks to respond to a request right now?
I’ve been following PS Audio for a few years, after finding the company through Paul’s YouTube videos. When a housemate wanted an affordable high end system I suggested the Sprout/ELAC package and said, while I hadn’t heart it personally, I’d consider it if I was shopping in his price range.
He followed my advice, and we were both impressed with the Sprout.
However, he ran into a problem. He tried the support form and didn’t hear back for a couple of weeks. He didn’t even get a confirmation email. Thinking the support web page might have failed to submit his request, he also sent an email about a week ago. He still hasn’t gotten anything back from PS Audio.
Does anyone know if there a support backlog due to COVID, or something else to explain the delay? I told him that one benefit to a company like PS Audio was extremely prompt, high quality, customer service, and I’m going to take responsibility if he’s not satisfied.
Call them direct, they have always gotten the job done for me when I called although my problems have been very minor. Also @jamesh on the forum will usually answer messages here pretty quick.
Yes, emails can be a little tricky. Often times get blocked because their service email box gets A LOT of spam. The service form comes in as an email and sadly those even get blocked randomly. We’re not sure why. Unless it’s the weekend, any emails sent to the service guys are usually answered within 24 hours. I can assure you our service team is not backed up by a few weeks.
@jamesh An observation to this response:
Why does PS Audio have an email for support if it isn’t getting managed?
Here is a solution any IT tech could setup in seconds. Take the registrations of users in this forum and whitelist those email addresses. In the support@ mailbox add a rule for those email addresses and put them in a customer folder. Then when any of the registered users emails arrive they are instantly ported to the folder. I’d be happy to manage your inbox if I could get a consistent response.
Second, I too have emailed, called and still not gotten a response. I called three weeks ago, talked to a fellow who said my remote was in the mail and on its way, and I still haven’t gotten the remote. This is after two emails.
On the flip side got a fast response on my Stellar GCD failing but it came back with the optical not working and the remote missing sooooo… maybe adding to this post will get a response.
Shoot, sorry to hear. I’m not certain who you spoke with but I don’t see any order in your account that involves a remote. I’ll write one up right now and our team will get it out the door later today or tomorrow. Regarding the GDAC repair, a call in to the service guys is likely the quickest way to get a reply from them.
Maybe an operations review may be in order just to check for drops and issues like you mentioned with email. I had an issue last year with Strata and optical. After 2 weeks from initial call I called back in but it never got resolved. I sold the unit.
@jamesh Thank you! I heard the remote is in the mail. I spoke with MarkS who is very helpful.
Here is what I figured out so far. The GDAC is making noise out of the RCA outputs when #7 Optical is selected as the input. None of the other inputs make the noise when selected. If I remove the RCAs the noise goes away. I have the XLR outs going to my S300 Amp with the RCAs going to PW-2200 sub. If the XLR are removed the noise still happens just lower frequency. The XLR & RCA setup works for all inputs except #7 Optical. I am assuming using both XLR and RCA is ok. There is something weird with the Optical #7 circuit.
We’ll get it sorted.
Thanks again for your assistance!
I sent an email to support and MarkS Wednesday last week. No response.
I called and spoke to someone who put me through to support saying they may be in a meeting. It went to voicemail. I left a message on MarkS voicemail on Friday morning. No response.
It has been my experience PS Audio support is hard to get a hold of.
@Paul Well, that worked a treat! I got a call from MarkS who gave me instructions after explaining the problem and it looks like all is well. I appreciate all the hard work and understand completely; I too work in support as part of my job.
Thanks, Elk. Yikes, it’s been challenging. Between the parts pandemic and our absenteeism our President, Jim, has been doing the work of 13 people just holding us together. Terri and I are so thankful for the strong team that is PS Audio.