Lonnie, Dan and Emotiva

[wizardofoz]

^^^^^^ Clearly this is a very expensive option for non US based carbon life forms

[jgeiger]

Apr 15, 2010 23:07:27 GMT -5 coolhands said:

Are you aware of Emotivareturn policy? Especially if you are not satisfied. You can return it or send it in for repairs. I see you are growing supporters already.

I said it in another thread. I don't want a refund, I want a fully working product.

I've spent two years following this preamp. I bought an MPS-2 for this preamp. (BTW returning the UMC leaves me with an amp and nothing else... Can't get a refund on that after a year can I?) I made a decision based on the features and price to get on the waiting list and give them my money. All I expect is something that works how they said it would.

I'm not happy there are issues. I sincerely hope they get fixed. What bothers me is the response "It just works" when it CLEARLY doesn't. That's what prompted my post. The problem is that I don't think the president of a company can come out and say "We are aware of the problems and are actively seeking resolutions. Here is how we are going about changing our procedure to ensure that we don't repeat the same mistakes again..."

[hemster]

Apr 16, 2010 8:37:04 GMT -5 jgeiger said:

...The problem is that I don't think the president of a company can come out and say "We are aware of the problems and are actively seeking resolutions. Here is how we are going about changing our procedure to ensure that we don't repeat the same mistakes again..."

I hope you don't drive a Toyota!

This is a classic double-edged sword:
If Emo staff comes out says that they're aware of the problems and are seeking resolutions, that's not acceptable!

If they say nothing for a period of time, then they're not communicating, and that's not acceptable.

Regardless of the message, I think it's a good thing that they are communicating. I have confidence that the real issues will be identified, investigated and resolved where possible.

[jgeiger]

Actually I do drive a Prius. I didn't feel like making the Toyota reference...

How is saying they're looking for solutions not acceptable? There was a brilliant post about how to handle PR somewhere on these forums. Make a point to make an update every week with the status (good or bad) and keep it up.

[RayoVac]

Apr 16, 2010 9:27:50 GMT -5 jgeiger said:

Make a point to make an update every week with the status (good or bad) and keep it up.

Many have been saying this all along. Frequent status updates, good or bad... would go a long way in the relationship between company and customer. For some reason we just can't seem to get this to happen.

[oldnickt]

Dan emailed me today personally. Vince guided me through a reflash in safe+networked mode (apparently the theory is that the communication is being interrupted and that is corrupting the transfer) and my UMC-1 is a total delight...

I prefer frequent, cumulative updates as that allows the customer to decide when to install based on the issues resolved.

I LIKE buying from a responsive, caring company, even while they are clearly in a learning mode for new technologies.

[boudreauxp]

Thank you oldnick, your post above has helped me make my decision to keep waiting for my place in the pre-order list to come.

First post here. I have to admit responses to the new firmware update had me a little afraid. I have been going back and forth between waiting for a UMC-1 and getting a refurb Marantz sr6003. I currently have a UPA-5 with no processor as my reciever does not have pre-outs. Sometimes I plug my squeeze box directly into the UPA and wow does it sound good. Cant wait for the UMC-1.

Philip

[ICBM99]

Apr 16, 2010 11:31:57 GMT -5 @oldnickt said:

Dan emailed me today personally. Vince guided me through a reflash in safe+networked mode (apparently the theory is that the communication is being interrupted and that is corrupting the transfer) and my UMC-1 is a total delight...

I prefer frequent, cumulative updates as that allows the customer to decide when to install based on the issues resolved.

I LIKE buying from a responsive, caring company, even while they are clearly in a learning mode for new technologies.

Did Vince guide you by phone? And if he did, was the process the same as the written instructions? Did you re-download the updates from Emotiva, or use ones you had previously downloaded? I will try safe+networking this afternoon.

[hemster]

Apr 16, 2010 9:27:50 GMT -5 jgeiger said:

Actually I do drive a Prius. I didn't feel like making the Toyota reference...

How is saying they're looking for solutions not acceptable? There was a brilliant post about how to handle PR somewhere on these forums. Make a point to make an update every week with the status (good or bad) and keep it up.

You said

The problem is that I don't think the president of a company can come out and say "We are aware of the problems and are actively seeking resolutions. Here is how we are going about changing our procedure to ensure that we don't repeat the same mistakes again..."

[/b]

So I was just responding to the above. I actually think regular communication is required and desirable.

Also, before they came out with the fix, Toyota president said the same thing... "We're aware of the problem and are looking into a solution".

[sbavnut]

Apr 15, 2010 12:55:08 GMT -5 Lonnie said:

I personally would not have used the word myriad as there is only a hand full of people with issues (I checked yesterday and it is around 1% of the total number of UMCs out there).

Apr 15, 2010 15:07:09 GMT -5 Dan Laufman said:

Hi guy's,
Please, please , please call us if you ave any issues with your upgrade. The units DO work correctly if the SW is loaded completely and correctly.

Dan/Lonnie:

1. I am sure that Emotiva (very rightly so) considers the UMC-1 sales figures a closely guarded company secret. Why get into quoting percentages?

There are at least 20 people in this forum reporting serious issues with the UMC-1. Let's take the low number of 20 - if 20 = 1%, then you have sold 2000 UMC-1s already. Congratulations if you did, but my guess is that the percentage of people reporting serious issues is somewhat more than 1%...

2. Can you please elaborate on the "DO work correctly"?

Please take a look at these 9 items below (just a sample - I am sure that there are more). Can you confirm that a UMC-1 that has been "completely and correctly" updated to v6 (for e.g., your test mule unit at the office) does not have these issues:

-- Bass/Treble controls inactive
-- Unbalanaced PLIIx decoding
-- Occasional extremely high volume when PLIIx is engaged

-- Dropping audio lock when FF/REW DVR
-- Cutting off the beginning 2-3 seconds of audio on CDs
-- Audio anomaly with the lipsync delay and stereo playback of 44.1 KHz material

-- No sound over HDMI for the Popcorn Hour C-200
-- Dropping HMDI lock on the PS3 menus
-- Issues with Direct TV HR22

Now, let's assume that some of these ARE issues with your test mule. THAT SHOULD NOT BE A PROBLEM if you keep the communication channel open (and you have been very open so far).

At some point of time, say, by end-April, we need to know where the UMC-1 EXACTLY stands.

A statement like this may help:
----------------------------------------------------------------
Category A - We are aware of these issues. We will fix them in the next firmware release (within approx. 2 months).
-- Bass/Treble controls inactive
-- Unbalanaced PLIIx decoding
-- Occasional extremely high volume when PLIIx is engaged

Category B - We are aware of these issues. We may or may not be able to fix these. Please order a UMC-1 only if you can live with these issues.
-- Dropping audio lock when FF/REW DVR
-- Cutting off the beginning 2-3 seconds of audio on CDs
-- Audio anomaly with the lipsync delay and stereo playback of 44.1 KHz material

Category C - If you have these equipments, you will face these issues. These are by design/unique nature of these input devices. There are no known fixes/work-arounds for these issues. If these bother you, we recommend that you NOT order the UMC-1.
-- No sound over HDMI for the Popcorn Hour C-200
-- Dropping HMDI lock on the PS3 menus
-- Issues with Direct TV HR22
-- ability to output 480i over HDMI
-- ability to customize video settings for each input
------------------------------------------------------------------

No one is asking you to solve ALL the foreseeable (and unforeseeable) issues. The main thing is to set the expectation properly. That will solve 98% of your forum/support issues...

I can only speak for myself, but as long as you can fix the Category A stuff, I will buy a UMC-1 later this year.

I have already recommended Emotiva to many, many people. 5+ times every year, I am asked to recommend a AV Receiver in the $1,000 to $1,500 range. I don't want to recommend a AVR - I want these people to buy the UMC-1/UPA-5(or 7) combo. Please let us know what is fixable and what is not, so I can start recommending the combo.

Thanks.

[kt10r]

^^^ imo the best post ive seen in days. if they would do this there would not be near as much drama.

[macer18]

Apr 16, 2010 12:14:24 GMT -5 sbavnut said:

Apr 15, 2010 12:55:08 GMT -5 Lonnie said:

I personally would not have used the word myriad as there is only a hand full of people with issues (I checked yesterday and it is around 1% of the total number of UMCs out there).

Apr 15, 2010 15:07:09 GMT -5 Dan Laufman said:

Hi guy's,
Please, please , please call us if you ave any issues with your upgrade. The units DO work correctly if the SW is loaded completely and correctly.

Dan/Lonnie:

1. I am sure that Emotiva (very rightly so) considers the UMC-1 sales figures a closely guarded company secret. Why get into quoting percentages?

There are at least 20 people in this forum reporting serious issues with the UMC-1. Let's take the low number of 20 - if 20 = 1%, then you have sold 2000 UMC-1s already. Congratulations if you did, but my guess is that the percentage of people reporting serious issues is somewhat more than 1%...

2. Can you please elaborate on the "DO work correctly"?

Please take a look at these 9 items below (just a sample - I am sure that there are more). Can you confirm that a UMC-1 that has been "completely and correctly" updated to v6 (for e.g., your test mule unit at the office) does not have these issues:

-- Bass/Treble controls inactive
-- Unbalanaced PLIIx decoding
-- Occasional extremely high volume when PLIIx is engaged

-- Dropping audio lock when FF/REW DVR
-- Cutting off the beginning 2-3 seconds of audio on CDs
-- Audio anomaly with the lipsync delay and stereo playback of 44.1 KHz material

-- No sound over HDMI for the Popcorn Hour C-200
-- Dropping HMDI lock on the PS3 menus
-- Issues with Direct TV HR22

Now, let's assume that some of these ARE issues with your test mule. THAT SHOULD NOT BE A PROBLEM if you keep the communication channel open (and you have been very open so far).

At some point of time, say, by end-April, we need to know where the UMC-1 EXACTLY stands.

A statement like this may help:
----------------------------------------------------------------
Category A - We are aware of these issues. We will fix them in the next firmware release (within approx. 2 months).
-- Bass/Treble controls inactive
-- Unbalanaced PLIIx decoding
-- Occasional extremely high volume when PLIIx is engaged

Category B - We are aware of these issues. We may or may not be able to fix these. Please order a UMC-1 only if you can live with these issues.
-- Dropping audio lock when FF/REW DVR
-- Cutting off the beginning 2-3 seconds of audio on CDs
-- Audio anomaly with the lipsync delay and stereo playback of 44.1 KHz material

Category C - If you have these equipments, you will face these issues. These are by design/unique nature of these input devices. There are no known fixes/work-arounds for these issues. If these bother you, we recommend that you NOT order the UMC-1.
-- No sound over HDMI for the Popcorn Hour C-200
-- Dropping HMDI lock on the PS3 menus
-- Issues with Direct TV HR22
-- ability to output 480i over HDMI
-- ability to customize video settings for each input
------------------------------------------------------------------

No one is asking you to solve ALL the foreseeable (and unforeseeable) issues. The main thing is to set the expectation properly. That will solve 98% of your forum/support issues...

I can only speak for myself, but as long as you can fix the Category A stuff, I will buy a UMC-1 later this year.

I have already recommended Emotiva to many, many people. 5+ times every year, I am asked to recommend a AV Receiver in the $1,000 to $1,500 range. I don't want to recommend a AVR - I want these people to buy the UMC-1/UPA-5(or 7) combo. Please let us know what is fixable and what is not, so I can start recommending the combo.

Thanks.

Can you call them and report back to us on their response to the issues?

[ratmice]

Just tried calling, got a machine.

[ryan08]

I think it is the PC's fault. If this was done an a Mac, all would be well...

[macer18]

Apr 16, 2010 13:38:08 GMT -5 ratmice said:

Just tried calling, got a machine.

Lunch time?

[ratmice]

Apr 16, 2010 13:53:55 GMT -5 ryan08 said:

I think it is the PC's fault. If this was done an a Mac, all would be well...

Oh how I wish that were true, I did my update on the Mac and still have some problems.

[ryan08]

Yeah but it was done using software written for the PC.

[sbavnut]

Apr 16, 2010 13:38:08 GMT -5 ratmice said:

Just tried calling, got a machine.

Can you try calling them one more time this afternoon?

You would be the perfect person to ask those questions, given that:

1. You currently have a UMC-1.
2. I stole from your "issues" list.

;D

[macer18]

Apr 16, 2010 14:46:10 GMT -5 sbavnut said:

Apr 16, 2010 13:38:08 GMT -5 ratmice said:

Just tried calling, got a machine.

Can you try calling them one more time this afternoon?

You would be the perfect person to ask those questions, given that:

1. You currently have a UMC-1.
2. I stole from your "issues" list.

;D

I think it is totally reasonable, that if they are answering the phone and providing support through calls and not the forum, then someone with all the info and tech knowledge should call, and then report back...and we can all give that person mad props for being our liaison

[ratmice]

Apr 16, 2010 14:46:10 GMT -5 sbavnut said:

Apr 16, 2010 13:38:08 GMT -5 ratmice said:

Just tried calling, got a machine.

Can you try calling them one more time this afternoon?

You would be the perfect person to ask those questions, given that:

1. You currently have a UMC-1.
2. I stole from your "issues" list.

;D

Well, it just so happens that I did call again. I got to talk to Vince. The foremost question I had was about the possibility of the FW update being corrupt even though the install appeared to proceed without issue. According to him that scenario IS possible. Here's a synopsis that I posted in a couple of threads:

I just spoke with Vince, so they are definately in da house. He stated in no uncertain terms that, if you are using XP, you have to use safe mode + networking to update. Any other way leads to the posssibility of corruption. He did not say that there would be any outward manifestation (read observable errrs) of the corruption. Now where I come from networking has nothing to do with USB, but he stated it (USB) would not transfer data without the networking option. So there ya go.

I'm going to try that update procedure when I get home tonight. I thought it best to forego talking about the other problems until I was sure that the update process was pristine. If they are still present then I told him he'd hear from me on Monday. Luckily for you, you get to hear about them here first :-)