The Official USB 2.0 Gamma Thread

[waterbrother]

quote:Originally posted by AreBee

Neuros received my order four weeks ago. It's not ready yet. All they said was soon. Be prepared for a longer than four week wait.[V]

Yes RB there seems to be a bit of a bottle neck here.  What's worse is that Customer Service doesn't seem to have a handle on the process.  They tell me that the upgrades are handled elsewhere and that they are unable to give me an estimate of how much longer it will be until I get my Neuros back.  The way this upgrade process is going is not a good thing for Neuros' customer relations, which has been great up to now.  They are taking happy customers and giving them a reason to complain.

Good luck to all of us,
Ed

PS - Neuros folks - please respond to this thread.

[kborn(at)neurosaudio.com]

There might be a slight delay, but not much. Some of the problem is that people heard about other people having a shorter turnaround time than 4 weeks, and sent theirs in. We have a lot of calls from people after 2 weeks, asking about their upgrade.

As for not knowing the exact status, remember that hardware upgrades are relatively unprescedented in technology. Call Apple and ask if they'll upgrade your iPod hardware from a year ago, and convert it to the mini model for a nominal fee, and see what they say.

This hardware upgrade is a one-time thing, and not worth the time or expense to set up an entire tracking system between our shipping partner and ourselves.

So please have a little patience, I know there is NO lockup and they are moving along and shipping out units every day.

Kathryn

Neuros Support

[TheErk]

I'll be the first to apologize for saying that I got mine back in two weeks.  Sorry folks if this made you think that would be the norm.  They did say "4 to 6 weeks" on the initial offer.  I just got lucky I guess.

--TheErk

[ian]

Remember, if everyone sends it in at once, it'll create a backup, as only so many can be upgraded at once.

I think what happened is most people said "oh, I'll wait a few weeks, the bulk of repairs will be over then."  Problem is, everyone, save a few, said that, so the bulk hit a few weeks later, and those who sent in early got theirs back fast, now it's taking longer.

I've yet to send mine back, but I think I will next Monday, after I get back from my trip.  I just hope that the bulk of the upgrades are done, so mine flies right through, but if I have to wait, they did say 4 to 6 weeks, so I can't complain too much.

[waterbrother]

quote:Originally posted by kborn(at)neurosaudio.com

There might be a slight delay, but not much. Some of the problem is that people heard about other people having a shorter turnaround time than 4 weeks, and sent theirs in. We have a lot of calls from people after 2 weeks, asking about their upgrade.

As for not knowing the exact status, remember that hardware upgrades are relatively unprescedented in technology. Call Apple and ask if they'll upgrade your iPod hardware from a year ago, and convert it to the mini model for a nominal fee, and see what they say.

This hardware upgrade is a one-time thing, and not worth the time or expense to set up an entire tracking system between our shipping partner and ourselves.

So please have a little patience, I know there is NO lockup and they are moving along and shipping out units every day.

Kathryn

Neuros Support

OK Kathryn:

So sue me for liking my Neuros so much and wishing that I had it back.  Yes, the upgrade offer is unique.  However, the offer was promised on these forums.  In my case, I bought on the basis of that promise (and, of course, on the features and quality of the Neuros, as well as the support and history of great service portrayed on these forums).  You and Joe should have known that the demand for the upgrade would be great and devoted sufficient resources to sustain a speedy turn-around.  I now recognize that this is water over the dam and that nothing can be done to expedite the process underway.  What I suppose I would like, is an apology.  It is unreasonable to expect your customers to wait four weeks for return of the product they enjoy using so much.  An acknowledgement of your oversight and perhaps a token premium would be appreciated.

Thanks,
Ed

[Llama]

hey, waterbrother, stop complaining.  do you have any idea how good of a deal this is, and your complaining about it? they didnt have to offer it at all, and even this cheap.  so i dont think they should have to apoligize about a lot of people taking advantage of a great deal

[kronin]

quote:Originally posted by waterbrother
OK Kathryn:

So sue me for liking my Neuros so much and wishing that I had it back.  Yes, the upgrade offer is unique.  However, the offer was promised on these forums.  In my case, I bought on the basis of that promise (and, of course, on the features and quality of the Neuros, as well as the support and history of great service portrayed on these forums).  You and Joe should have known that the demand for the upgrade would be great and devoted sufficient resources to sustain a speedy turn-around.  I now recognize that this is water over the dam and that nothing can be done to expedite the process underway.  What I suppose I would like, is an apology.  It is unreasonable to expect your customers to wait four weeks for return of the product they enjoy using so much.  An acknowledgement of your oversight and perhaps a token premium would be appreciated.

Thanks,
Ed

Ed,

Why is it unreasonable for DI to expect you to wait 4 weeks when they told you before you sent it in that it'd take 4 weeks? If I'm told I should expect a refund in 4-6 weeks, do I have a right to get mad if I don't have it back before 4 weeks? Not at all.

[webkid]

quote:Originally posted by waterbrother
An acknowledgement of your oversight and perhaps a token premium would be appreciated.

You know, it almost sounds as if what your're really interested in here are some freebies. This is at least the second time you've brought up some sort of "compensation" for all the horrible trauma DI has apparently caused you.
If you're not a satisfied customer, duly noted. There are lots of us who are, enough that the company doesn't have to give you (as you say) a premium.

[waterbrother]

quote:
Ed,

Why is it unreasonable for DI to expect you to wait 4 weeks when they told you before you sent it in that it'd take 4 weeks? If I'm told I should expect a refund in 4-6 weeks, do I have a right to get mad if I don't have it back before 4 weeks? Not at all.

Chris:

Just to be clear.  A turn around time for upgrading was not mentioned prior to the actual beginning of the program.  If it had been posted at the time I purchased, I really don't know if I would have gone with the Neuros or not.  I truly believed that the 3-4 weeks mentioned in the upgrade order process was an "outside" parameter.  But you live and learn.  I don't want anyone to get the idea that I am scrounging for freebees.  My interest, as a business person, is to provide input to the DI folks.  Surely there are a large number of other folks out there who are as frustrated (yes, I am frustrated - I want my Neuros back - 128MB on my Nomad II is not cutting it.) and would be appeased by a little "tshatchkie".  I have a marketing background and know that customers will forgive and forget an awful lot when given something for nothing.  "Oh, my children suffered through food poisoning from your product, but Toasty Oats still are the greatest 'cause you sent them each free decoder rings!"

Make no mistake about this.  I am still very happy with my decision to purchase the Neuros.  Its performance and features are what make me anxious to have it back.  The service and customer care levels for DI are still excellent in my estimation.  I just thought my comments would be viewed as constructive criticism from an effected customer.  (Frankly, I also hoped that as a squeaky wheel - I might get the process greased to get my unit finished and returned.)

Finally, I can't wait to use my newly acquired Shure E3's on my Neuros.  They make the music sound like it's coming from your thoughts.  BTW these are strongly recommended by me to all Neuros users who feel they can plunk down $146.50 to MicrophoneSolutions.com (thanks to Flavio - for matching an Ebay store price), including 2nd day shipping.  Great price because Shure discourages discounting the $179.00 price.

There Webkid, I hope that you are satisfied that I am neither a rabblerouser or a jerk (I do not type expletives - but I speak them regularly).  And direct from the sixties...

I wish you peace and love,

Ed

[enry]

At least I know I'm not the only one waiting.  I can wait a bit longer, but it will get more important if Howard Stern gets taken off the air(!).

[AreBee]

I want to make it clear that i'm not angry or anything that it's taking longer than expected. But I clearly read that it would take three to four weeks and not four to six weeks as stated in this forum.
As of yesterday the order form still said four weeks for delivery. That said, i'm happy to report that after I sent my question in to technical support the unit shipped the next day. So my turnaround will be about five weeks when I get the unit back. Not too much off the mark. It's just been so hard to live without this thing. My car is just not the same without it.

[kborn(at)neurosaudio.com]

And for the record, I really do wish that if it says 4 weeks, that we turn it around in 4 weeks or less.

The larger problem is that it's hard to do "process improvement" on a one-time thing. If in general, things were too slow and the customers were dis-pleased, we would examine the process. In this case, it was a mistake of them turning around units at the top of the pile, not in the order they were received. Now they know, but it slowed things down for some people.

Again, if it's been over 4.5 weeks, and you are concerned, you are welcome to give us a call and we'll see what the status is.

Kathryn



Neuros Support

[andywilson(at)canada.com]

i just wish the status of the order changed on mine.... processing doesn't tell me anything... i know they have it ... i hate being without it

[Third Rail Design Lab]

Happy Customer, present and accounted for.

[Lou Erickson]

Wow!  Here I've been heads down with other things in life, and not paying attnention, and they go and start shipping USB 2.0 without warning.

I'd have been a little unhappy had missed the ability to upgrade.  I've had mine long enough to nearly be out of warranty now, even.

I've just gotten my Neuros back from service for a bad DC jack, and now I get to send it in again.  It's been swell having it back, but I can live for a while without it.  I may wait a week or three to let the current rush die off, particularly since I have no USB2.0 machines.

And then I may order a gigantic disc drive.  =)  Whee!

I'm very happy.  Thanks so much, DI!