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Post by richardrc on Jan 22, 2013 3:07:37 GMT -5
I assume the date on the board is the date it was designed? Not that it has been sitting around.
Did you lift the heatshrink tubing off the fuse to see it was intact? Any other visable faults, burnt tracks/dry solder joints etc. I have fixed many things just by going over the joints with a soldering iron. Easiest place to start a fix before looking further.
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Post by robertbb on Jan 22, 2013 4:10:55 GMT -5
sharkman: Both boards were stamped with the same date, and like you I was surprised there too. Perhaps the board is generic enough to be found in other Emo gear? (or perhaps other gear period...)
richardrc: I didn't do any of the above. Just a cursory look to make sure nothing looked out of the ordinary and all seemed fine to me.
Keith pm'd me wanting me to let him know by email when the pics are up - so Emo are looking into it seriously.
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Lonnie
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Post by Lonnie on Jan 22, 2013 8:17:14 GMT -5
The amplifier is working again now, but can someone at Emo please advise what would've happened if I'd plugged the AC cable into the board the way it was shipped to me (i.e. not reversed the mounting bracket)? Could that have done some damage? Cheers, Robert It would have worked just fine either way. The standby supply is a switching power supply that rectifies the AC. So it doesn't make any difference and would have been just fine. Lonnie |
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Post by robertbb on Jan 22, 2013 17:09:51 GMT -5
Thanks Lonnie. Well, that settles that. Problem solved and thread closed.
To all and sundry, for what it's worth I would/will still buy Emotiva for my next home audio purchase. Let's face it, hardware dies and even the most expensive brands have QC issues on occasion. The value proposition of Emotiva gear is without a doubt the best going around. It sounds great, is solidly built, looks good (well, I think so) and they stand behind their product. I can see Emotiva sales really picking up here in Australia, where we pay through the nose twice for audio gear... and everything else!
As to my next upgrade, I live in an apartment right now so my two channel system will remain as-is for a while, but when I move into a bigger place I'll be looking at a UPA-500 (to power a centre channel, rear left/right and side left/right) and a UMC-200. The plan would be to use the HT passthrough feature of the UMC-200 so I can continue to use the XDA-2 and XPA-200 combo for stereo listening.
Happy listening!
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Post by Jim on Jan 22, 2013 19:58:06 GMT -5
Thanks Lonnie. Well, that settles that. Problem solved and thread closed. Happy listening! So now..... you're going to change the title of the thread?  Lonnie, Dan and Keith all stepping in doesn't seem AWOL to me. |
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klinemj
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Post by klinemj on Jan 22, 2013 20:05:33 GMT -5
+1 to Jim's comment...when the company owner, the chief technical officer, and a key liason from the company all jump in to help, that is "prime" customer support!
Despite your initial issue w/getting through - Emotiva has come through with flying colors, especially relative to any other A/V equipment supplier I have ever dealt with. (Don't get me started with Denon...)
Mark
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xki
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Post by xki on Jan 22, 2013 20:52:03 GMT -5
How many times have we seen and heard the phase, "Just contact me/us and I'll make it right." Even though this isn't an Emo catch phrase, it sure could be.
I'm very happy that the amp is back in business. After following this issue from the start, I'm even more inclined to brag about Emotiva. And to robertbb, happy listening right back at ya!
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Post by garbulky on Jan 22, 2013 21:10:30 GMT -5
Thanks Lonnie. Well, that settles that. Problem solved and thread closed. Happy listening! So now..... you're going to change the title of the thread? Lonnie, Dan and Keith all stepping in doesn't seem AWOL to me. +1. Even the CEO requested politely that the title be changed. This is emo's private website they host out of their money for their customers. What the title does is propagate negative publicity considering you did get helped. Anybody googling emotiva customer support will see this big thread. Any other company would just have told you the out of stock part was out of stock because their call support far away from the company wouldn't know any better. So maybe something like "*SOLVED* XPA-200 amp PS problem" would be more appropriate now IMO. |
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klinemj
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Post by klinemj on Jan 22, 2013 21:59:40 GMT -5
Agree...robertbb...if you don't know how to change the title....it's simple. Go to your first post, hit "modify". Change the title. Done.
Mark
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Post by knucklehead on Jan 22, 2013 22:41:22 GMT -5
+1 to Jim's comment...when the company owner, the chief technical officer, and a key liason from the company all jump in to help, that is "prime" customer support! Despite your initial issue w/getting through - Emotiva has come through with flying colors, especially relative to any other A/V equipment supplier I have ever dealt with. (Don't get me started with Denon...) Mark Agreed - I'd never look for this kind of support from Onkyo. Nor would I expect it. Their customer service is the best reason to keep coming back to Emotiva products. |
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Post by robertbb on Jan 23, 2013 1:40:26 GMT -5
All,
Thread title updated to: XPA-200 Problems **SOLVED**, as was suggested above.
I considered putting something in the title about phone support being superior to online support, but I'm sure this has already been taken on board by the right people so no need to cement it eternally in a Google search.
Best regards all,
Robert.
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Post by garbulky on Jan 23, 2013 1:46:28 GMT -5
Thanks robert. Have a good time with your nice new amp  |
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Post by calvinhobbe on Jan 23, 2013 8:24:45 GMT -5
Just to add my $0.02 worth of comments.
Yes the title should be changed...
BUT there are other recent posts (another one in the past few days) where customer's have e-mailed Emo support for help and not received any response. The non-North American customers who, because of costs and time zone differences, depend on e-mail support.
I can personally attest to the problems Emo has with e-mail to get post sales support being non-existent in way too many cases. Sales is good in responding to e-mails, but sending to support just seems to fail way too often.
It is fine for us that live in North America to jabber on about "CALL THEM", but as Emo is an international seller, e-mail is critical to those other out there. It is the same as all those who constantly tell those who's sig show they live off the continent to "just buy it, you can return it in 30 days". It costs (in many cases) 50% to 100%+ of the cost of the item to return it.
Possibly Dan or Cathy should be looking into why this seems to happen. It is easy to forward the original e-mail and for Emo to trace where the failure occurred.
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Post by robertbb on Jan 23, 2013 19:45:54 GMT -5
calvinhobbe: I agree with all of the above. Sales (Sarah) were blindingly fast to respond via email in the buying phase, and ideally the support phase should be no different. That said, in retrospect, being forced to wake up early and call got me onto Keith directly and the issue from there was handled with aplomb. That worked out better for me than having the email responded to by a phone-ninja reading from a script who would've wasted a week or more going back and forth with "are you sure it's plugged in right?..."
Keith specifically addressed this in one of his earlier posts.
At the end of the day it's a juggling act. Emo is a relatively small company that is a) growing fast, and b) selling globally. All companies have growing pains and this can't be easy to manage. I'm sure they'll do everything they can to protect the brand image they've clearly worked hard to build.
Of course, we want Emo to keep selling us their cool stuff and would hate for them to stop shipping internationally - so I'm hoping a happy medium can be reached soon.
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Post by sharkman on Jan 23, 2013 19:49:52 GMT -5
Yes, in Emo's defense it's pretty difficult to trouble shoot an amp issue by passing back and forth emails. But as you say, international customers are another issue, imagine having to ship a defective amp back to the US from somewhere in Europe.
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Post by calvinhobbe on Jan 24, 2013 8:25:25 GMT -5
Yes, in Emo's defense it's pretty difficult to trouble shoot an amp issue by passing back and forth emails. But as you say, international customers are another issue, imagine having to ship a defective amp back to the US from somewhere in Europe. Or Australia, Japan...LOL Cheaper to buy a new one and sell the defective/dead one as scrap metal. |
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Post by garbulky on Jan 24, 2013 8:41:05 GMT -5
I've been thinking about this too. I remember the few times I contacted emotiva and asked for support Lonnie picked up the phone within three rings.
That's...the cheif designer. Think about that. Also as far as I know, Keith is an engineer.
What that means to me as others have mentioned you bypass the BS and get straight to the point with people that tend to know their stuff. Also these people have enough freedom to bend the rules to get their customer taken care of. That's a huge deal for me.
I've almost always - with other companies - encountered large scale customer support where though they would respond quickly it is with form responses which don't really address any of my concerns. Other customer supports where they wouldn't bend strict and unhelpful rules at all because they were working only in their niche bubles and couldn't be bothered to get a manager to override it.
I much prefer Emotiva's current way of customer service and if they have to get more people to be able to respond to the volume there's the chance that the service would suffer in the ways I describe. I'd rather have the experts at emotiva the way it is. But I do understand the problem for international clients.
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Post by broncsrule21 on Jan 24, 2013 11:27:20 GMT -5
If you need immediate help, CALL them. I know this can be tricky for international customers for many reasons, but it is your best avenue to solve your issues. Leave the e-mail to non time sensitive issues, basic questions, etc.
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