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Post by nickwin on Oct 31, 2022 16:34:23 GMT -5
Hi, My XMC-1 crashed (bricked) a couple weeks ago and I have been trying, unsuccessfully, to get in touch with tech support for over a week. Ive called several times and requested call backs as well as emailed. Does anyone know how to get in touch with them? Is this normal that I cant reach anyone in tech support? A phone number that I could reach someone at would be ideal.
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Post by ttocs on Oct 31, 2022 17:05:24 GMT -5
Go here and fill out the Service request form: Service & Repair InquiryIf you fill out the form today, I'm sure you'll get a response tomorrow. I've usually gotten a response within a day, which is better than waiting 3-5 days with Martin Logan. |
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Post by nickwin on Nov 1, 2022 5:02:31 GMT -5
Thanks but I tried that over a week ago. I got an initial response back 6 days ago asking for some clarification on the problem, I responded and haven't heard back since. I take it they longer offer phone support?
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Post by ttocs on Nov 1, 2022 9:12:31 GMT -5
I would call any number available and say what you did above.
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cawgijoe
Emo VIPs 
"We made too many of the wrong mistakes." - Yogi Berra
Posts: 4,908
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Post by cawgijoe on Nov 1, 2022 10:08:39 GMT -5
I've never had a problem with reaching someone on the phone. Call back till you get someone.
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Post by 405x5 on Nov 1, 2022 12:17:08 GMT -5
Hi, My XMC-1 crashed (bricked) a couple weeks ago and I have been trying, unsuccessfully, to get in touch with tech support for over a week. Ive called several times and requested call backs as well as emailed. Does anyone know how to get in touch with them? Is this normal that I cant reach anyone in tech support? A phone number that I could reach someone at would be ideal. +1 (615) 790-6754 Don’t forget they’re in Franklin TN….where are you calling from? |
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Post by nickwin on Nov 1, 2022 16:30:11 GMT -5
Ive called dozens of times over the course of 2+ weeks. Im in MI, same time zone.
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Post by nickwin on Nov 1, 2022 16:30:30 GMT -5
Hi, My XMC-1 crashed (bricked) a couple weeks ago and I have been trying, unsuccessfully, to get in touch with tech support for over a week. Ive called several times and requested call backs as well as emailed. Does anyone know how to get in touch with them? Is this normal that I cant reach anyone in tech support? A phone number that I could reach someone at would be ideal. +1 (615) 790-6754 Don’t forget they’re in Franklin TN….where are you calling from? I will try this number tomorrow. |
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Post by nickwin on Nov 1, 2022 16:36:16 GMT -5
Go here and fill out the Service request form: Service & Repair InquiryIf you fill out the form today, I'm sure you'll get a response tomorrow. I've usually gotten a response within a day, which is better than waiting 3-5 days with Martin Logan. That would be great, but not the case. I submitted that form almost two weeks ago and got a response with a question back from Keith several days later. I replied the same day and haven't heard back since. That was 7 days ago. I even sent a follow up email last weekend asking for an RMA since I have pretty much given up on troubleshooting support at this point. |
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Post by foggy1956 on Nov 1, 2022 21:04:38 GMT -5
Ive called dozens of times over the course of 2+ weeks. Im in MI, same time zone. I believe Emotiva is in the central time zone Nick, good luck |
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Post by repeetavx on Nov 2, 2022 19:10:14 GMT -5
Wow they sure have changed the website. I can't even find a phone number on it now. I've only had to call them a couple of times and got a "familiar" voice each time. All three times I got taken care of within minutes.
That being said, the XMC-1 is now out of rotation and some of the part may be unobtainable. Good luck!
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Post by vcautokid on Nov 3, 2022 11:20:44 GMT -5
Being in the service business way too long, yeah that is right. No system is anywhere close to perfect. It is possible that the submittal you did got broke, lost, borked, whatever. I would submit another and keep calling. Emotiva Customer Service is excellent, and the reality is that XMas is upon us. Yeah can't believe that either, and their call volume I am sure is up and up. Have patience and hang in there, they will take great care of you. They did me back in 2006, and been a fan since.
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Post by 405x5 on Nov 3, 2022 13:29:06 GMT -5
Wow they sure have changed the website. I can't even find a phone number on it now. I've only had to call them a couple of times and got a "familiar" voice each time. All three times I got taken care of within minutes. That being said, the XMC-1 is now out of rotation and some of the part may be unobtainable. Good luck! Yes, I noticed the same thing. I actually got that phone number from the Apple mapping software. I could think of more than one reason why that is the case that being said, I’ve been too satisfied with the X MC, one to complain about it. |
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Post by Jessica on Nov 3, 2022 13:46:51 GMT -5
Wow they sure have changed the website. I can't even find a phone number on it now. I've only had to call them a couple of times and got a "familiar" voice each time. All three times I got taken care of within minutes. That being said, the XMC-1 is now out of rotation and some of the part may be unobtainable. Good luck! Yes, I noticed the same thing. I actually got that phone number from the Apple mapping software. I could think of more than one reason why that is the case that being said, I’ve been too satisfied with the X MC, one to complain about it. Hi all - I thought I'd jump in as we navigate a new experience we've just launched. We've got a blog post that covers our new way of managing inbound calls and support. In a nutshell, we've got highly specialized people to take your calls, but unless we turned more into a call center without product specialists or long hold times, we've got to manage better ways of connecting with our staff. If you call in, you jump the line of dozens of people waiting for our help online. What does that mean? We've got live chat that just launched on our website. We can help you immediately online via chat during our business hours. If the conversation needs to be a phone call, we'll make that happen with the best person suited for that particular call. We've also expanded our team on chat to support customers - you'll now get really anyone at Emotiva - from Jake and Brent, per usual, to now Dan, Lonnie, Damon, Keith, Nick, Steve, and many more! At the end of the day, we are helping more customers faster - and we are all hands on deck to help support our customers. You'll see changes with our tool as it evolves, too, to make it feel more human - which it is! You've got real people talking with you, but we realize the first few engagements might not feel that way. We're still on the phones, but it's more of a strategic outbound situation. Less wait times, a better experience in terms of match-making you with the best person, and it's fair in terms of who we help and when they've contacted us. emotiva.com/blogs/news/emotiva-now-helping-more-people-than-ever |
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geebo
Emo VIPs
"Too bad that all the people who know how to run the country are driving taxicabs and cutting hair"
Posts: 24,188
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Post by geebo on Nov 3, 2022 14:24:28 GMT -5
Wow they sure have changed the website. I can't even find a phone number on it now. I've only had to call them a couple of times and got a "familiar" voice each time. All three times I got taken care of within minutes. That being said, the XMC-1 is now out of rotation and some of the part may be unobtainable. Good luck! Phone number is on this page: emotiva.com/pages/general-faq |
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Post by 405x5 on Nov 3, 2022 14:32:34 GMT -5
I love this New Age of 16 channel object-based audio processors……
16 channels
Individual amplification for each channel
That’s just enough online chats to make my head explode
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Post by audiobill on Nov 3, 2022 19:10:13 GMT -5
405, you could always consider two channels of high quality amplification….
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Post by 405x5 on Nov 3, 2022 19:26:14 GMT -5
405, you could always consider two channels of high quality amplification…. Well Bill, 16’s overkill but going back to the dark ages isn’t what I had in mind! But I wouldn’t mind sending out sympathy cards to those who have taken this hobby to far and are either happy, or overwhelmed with everything that it takes to get it right if you’ve gone object-based. |
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Post by audiobill on Nov 3, 2022 19:45:16 GMT -5
I always ask, but how does it sound lol!
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