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Andre
Posting is for Closers
46 Posts |
 Posted - 12/07/2005 : 7:21:33 PM
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You may get great technical support on this Forum but You will get lousey customer service should you need a replacement cable such as their proprietary USB 2 the one they designed and implimented for the Audio Computer. I order one 15 days ago and emailed and emailed I got one response. Asking whether or not I got it. On their own site they have an order status which plainly for 14 days has said that they are processing my order. On top of that I keep getting these responses that they try to answer emails in 1-2 business days what apear to be automatically generated responses but they are in answer to a replyed email for 4 days the response received on the 4th day after a real response as mentioned above. Very Pathetic and frustrating and unacceptable. Also When I purchased my Neuros Audio Computer I am almost certain that they advertised an upgrade option in order to keep up to date with new products as they are doing with their 442. Well guess what I inquire and low and behold there is no such program....... I didn't resort to this sort of response until I got the second purported automatic response. Customer satisfaction apparently only applies when they can solve an issue over the phone via the forum or some communication method. There customer service is very bad, almost non existent..........
Very unhappy customer with no other recourse.
Andrew |
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JEFFH
Posting Profoundly
163 Posts |
Posted - 12/08/2005 : 07:17:31 AM
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quote:
Originally posted by Andre
You may get great technical support on this Forum but You will get lousey customer service should you need a replacement cable such as their proprietary USB 2 the one they designed and implimented for the Audio Computer. I order one 15 days ago and emailed and emailed I got one response. Very unhappy customer with no other recourse.
Andrew
Have you tried calling?
Neuros Technology International, L.L.C.
650 W. Lake Street
Suite 330
Chicago, IL 60661
Phone: 312-756-0061
Neuros Customer Support: 866-5-NEUROS (866-563-8767)
I must admit I have emailed Tech support a couple times about issues with my 442 and never received a single response from Them.
Johan on this Message board however does a excellent job of responding and trying to help whenever possible.
I get the feeling Neuros may not have a whole lot of employees that handle customer service issues.
This does have me alittle concerened as the 442 does not have a user replaceable battery so I know at the very least it will need to be returned to them at some point for battery replacement.
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FJ
Posting Profoundly
206 Posts |
Posted - 12/08/2005 : 08:38:38 AM
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quote:
Originally posted by Andre
You may get great technical support on this Forum but You will get lousey customer service should you need a replacement cable such as their proprietary USB 2 the one they designed and implimented for the Audio Computer. I order one 15 days ago and emailed and emailed I got one response. Asking whether or not I got it. On their own site they have an order status which plainly for 14 days has said that they are processing my order. On top of that I keep getting these responses that they try to answer emails in 1-2 business days what apear to be automatically generated responses but they are in answer to a replyed email for 4 days the response received on the 4th day after a real response as mentioned above. Very Pathetic and frustrating and unacceptable. Also When I purchased my Neuros Audio Computer I am almost certain that they advertised an upgrade option in order to keep up to date with new products as they are doing with their 442. Well guess what I inquire and low and behold there is no such program....... I didn't resort to this sort of response until I got the second purported automatic response. Customer satisfaction apparently only applies when they can solve an issue over the phone via the forum or some communication method. There customer service is very bad, almost non existent..........
Very unhappy customer with no other recourse.
Andrew
Ouch, we obviously did not meet your expectations or ours for that matter on this issue. We will look into it right away. If you send 2 or 3 emails and do not get an answer, your best option will be to call us 1 866 5 NEUROS. I am not sure what happened, but if you sent several emails, it could be because of the horrendous amount of spam emails we are getting lately. Again, I understand your frustration and assure you that the matter will be dealt with.
Thank you for your patience.
Johan
Neuros
FJ |
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Andre
Posting is for Closers
46 Posts |
Posted - 12/08/2005 : 4:08:06 PM
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I am very sorry for this message because I have been happy until this incident. I really did feel as though it was a last ditch effort to possibly get what I needed. I really didn't think I would get any better service if I were to phone. Next time I certainly will call before resorting to such a negative note. I would be happy to delete this post once the tracking number is sent. I firmly believe though that if ultimately I cannot get parts for a product that is only 2+ years old I would, and also suggest others, not do business with a company that will not provide services for a reasonable time period. Since I cannot any longer Delete this message Please if you can after my cable is sent remove this message from the forum. Hopefully this won't happen to anyone else.
Thanks;
Andrew |
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rastyk
Likes to Post
20 Posts |
Posted - 12/08/2005 : 10:01:45 PM
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I have called twice, and both times I talked to Duke, I have received excellent customer service from Duke. (thanks!). With my incident I called because I thought the SD card wasn't working. It did not seem to fit right, and I shipped it back, but it was shipped back to me because it did actually work (I was just too nervous that it wasn't going in correctly)
So I would definitely call. i may have to call about the rebate if I don't get an answer from the forums. |
Edited by - rastyk on 12/09/2005 09:31:36 AM |
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murway2000(at)yahoo.com
Just Posting
1 Posts |
Posted - 12/18/2005 : 02:30:11 AM
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Re: Customer service
I’ve been using a Neuros audio recorder for several years and have had only positive experiences with the devices and Duke at customer/tech service. Duke has been extremely patient and accommodating with a recent malfunction on my unit. He has resolved the issue and has been very communicative and informative. If you can ever catchh him when he has a few minutes to chat he has some very creative uses for the Neuros for DJ’s.
He asked me to post some of the unusual applications I’ve discovered for the Neuros.
My company records and edits live audio training materials for national concerns.
In the past we captured the meetings on tape then mini CD, then DAT, then we would drag a PC to the venues, and now finally we have the portability, dependability and clean digital audio from the Neuros. Although a laptop could do the job, I can put the Neuros in my pocket to transport it. And the price of the Neuros will allow me to use several if needed to use for multiple break out sessions, this saves several thousand dollars over using laptops or PC’S.
The Neuros software has been more stable then my PC road (twin 700 and 1.7 mgh) gear. The Neuros renders a four hour meeting much faster then my PC road gear.
So it’s faster, less expensive and easy for me to use. I can attach the USB cable and the Neuros shows up on my editing PC as a remote drive so I can drag and drop files from the Neuros to my PC quickly for editing. (I also have a Nomad which requires use of Creative’s proprietary software to transfer files to a computer.)
The Neuros “on board MIC” (which the Nomad does not have) has been useful at small impromptu meetings where I need to capture a discussion or interview and don’t have time or available resources to set up the right gear the right way. I’ve been able to EQ out most on the slight background “drive noise” generated using the “on board MIC”.
I’m recommending the Neuros in a design for the small town council government meetings in the community in which I live. The idea is to remove the excuseses of the local residents for not knowing what’s going on in the local government. Most people can’t be at the monthly meeting so thye read the local paper and get enough info about the meetings to complain but not all the facts. By posting the MP3’s of the meetings on the town website, residents can download and access any part of the meeting 24/7 with Windows Media Player, Real Player or QuickTime, put it on their IPOD or Neuros if the have one.
The bottom line is whether they take advantage of this or not, their excuses for complaining have dramatically been reduced. Worst case scenario is they can go to the public library or a friend’s house if the don’t own or use a computer.
The Neuros also work’s well capturing live music direct from a mixer output or street musicians in Central Park.
I find the Neuros recorder and the company a valued and useful tool for my business.
Gary
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Don't Buy A Neuros Period
