442 Support problem

[atodaso]

I am unhappy with Neuros Support right now. Here is why. My 442 broke more than a month ago and would not load past the title screen.  I understand that these are new machines that are still in the beta stage so I figured it would break eventually and I had heard from my friend, who is a long time Neuros customer, that Neuros Support was very helpful, quick, and located right in my hometown of Chicago. I thought it was no big deal and I would get it repaired or replaced easily. After calling and being told I had to ship the broken item even though I live right near the headquarters, I sent it in right away and got a response that said they had recieved it and please allow two to three weeks. After more than three weeks I e-mailed them and they said they were unable to repair it, but would send a replacement.  I got it about a week later.  I was happy to get a new one even though I had lost many important files and media from the first one.  It didn't take long for me to realize that my replacement had the same battery problem that is decribed in several posts on this forum. The battery simply will not charge! before my 442 broke I recommended Neuros to another friend who bought one but has the exact same battery problem now too. I knew something was wrong when my replacement would not turn on right when I took it out of the box.  The fact that Neuros sent me a broken product without even bothering to test it as a delayed replacement for a another broken product shows that they don't really care much about their customers or their products. It is also obvious from the other posts I have seen on this forum that this is true.  I am still waiting on my replacement for the replacement after more than a week.  They sent me a shipping label this time but I haven't recieved any communication from them since I sent it back. Good luck with your 442 problems everyone, I hope you have some time to waste.

[FJ]

atodaso-

I assure you that everybody here cares about our customers. The waiting time for you to get an answer might be because our support team actually takes some extra time to figure out what is wrong with a unit and can not reproduce the issue reported. Sending you a new unit without figuring out what was wrong in the first place, does not help you or others who have the same problem. That said, we will definitely look into the matter.

Call us at 1 866 5 NEUROS, we will figure this out.

FJ

[andrew]

quote:Originally posted by atodaso

I am unhappy with Neuros Support right now. [Snipped] It didn't take long for me to realize that my replacement had the same battery problem that is decribed in several posts on this forum. The battery simply will not charge! before my 442 broke I recommended Neuros to another friend who bought one but has the exact same battery problem now too. I knew something was wrong when my replacement would not turn on right when I took it out of the box.  The fact that Neuros sent me a broken product without even bothering to test it as a delayed replacement for a another broken product shows that they don't really care much about their customers or their products.

From what I have read, although there have been a few issues with Neuros support, overall they are doing well.  I am sure Joe Born (the guy in charge at Neuros) wants as many customers to be happy as possible.  Worst case, he has an email address available with some easy searching.  I know he reads it because I have corrosponded with him myself.

I will admit that I do not know what Neuros replacement shipping policy is, or even what testing products go through before being boxed and sent out.  I do know that they care about their customers though.

l8rZ

[rastyk]

I wonder what the battery problem is.  Note, that there is a bug where you can't record without having the unit plugged in -- i'm not sure that this has been (will be?) resolved.

I have posted before that they have been pretty good with me since I got the 442, including a quick week-long or so turnaround time when I thought it was broken (the sdram slot just works differently than I'm used to) and I was helped through the rebate process, even though it wasn't their fault that it was delayed.

I have called a couple of times, spoken to Duke all three or so times I called, and he's been very helpful.  Here's to hoping Neuros gets your problem all worked out.

[Ex-Navy]

My personal opinion is Neuros has to be one of the quickest
in support of their customers and products.
Just having this open forum speaks volumes with how they respect
their customers and their products.
Having someone from their staff answer "publicly" is an utmost
accomplishment.

A job well done Neuros!!!!

Ex-Navy