NuPrime Support

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Tuza

  • Jr. Member
  • Posts: 4
NuPrime Support
« on: 9 Feb 2018, 05:32 pm »
Has anyone had experience with the NuPrime HelpDesk? I have attempted to get a response / approval from them to send in my IDA-8 for several weeks now without any luck. I've entered tickets and contacted them by e-mail without success.
I have an IDA-8 unit that is now out of service and requires warranty service.
Any suggestions on how to get their attention?

Thanks - Tuza

Phil A

Re: NuPrime Support
« Reply #1 on: 9 Feb 2018, 06:15 pm »
Probably should post in the NuPrime Circle

envydd

  • Jr. Member
  • Posts: 23
Re: NuPrime Support
« Reply #2 on: 9 Feb 2018, 06:29 pm »
have received good support from support@nuprimeaudio.com

Phil A

Re: NuPrime Support
« Reply #3 on: 9 Feb 2018, 06:33 pm »
have received good support from support@nuprimeaudio.com

That's good to hear.  I have an IDA-8 I use in the office system

mresseguie

Re: NuPrime Support
« Reply #4 on: 9 Feb 2018, 07:10 pm »
Tuza,

Sorry to learn of your difficulties. Are you certain the help desk is the correct department?

Michael

John Casler

Re: NuPrime Support
« Reply #5 on: 9 Feb 2018, 09:16 pm »
If you filed a support ticket, then that should be all you need to do.

However, quite often your email program will deposit the responses into your Junk Mail File.


Tuza

  • Jr. Member
  • Posts: 4
Re: NuPrime Support
« Reply #6 on: 10 Feb 2018, 06:21 pm »
Hi John - no, junk mail, spam, etc. is not the problem.

I've checked them all. I receive other confirmations and communications from NuPrime without issue. Have several addresses of theirs in my Contacts.
All I get from the help desk is radio silence. They say not to ship for help until they contact you - well, they have not responded, over two weeks on my original request (#19) entered on 30 January. I am unable to send in my unit for repair or examination.

I am concerned.

If the issue I am experience is "as designed" then I would appreciate some type of response. If not, NuPrime needs to step up.

Ball is in their court. Terry

John Casler

Re: NuPrime Support
« Reply #7 on: 12 Feb 2018, 08:16 pm »
Hi John - no, junk mail, spam, etc. is not the problem.

I've checked them all. I receive other confirmations and communications from NuPrime without issue. Have several addresses of theirs in my Contacts.
All I get from the help desk is radio silence. They say not to ship for help until they contact you - well, they have not responded, over two weeks on my original request (#19) entered on 30 January. I am unable to send in my unit for repair or examination.

I am concerned.

If the issue I am experience is "as designed" then I would appreciate some type of response. If not, NuPrime needs to step up.

Ball is in their court. Terry

That is not my area, but I will forward this to those in support.

rustydoglim

Re: NuPrime Support
« Reply #8 on: 13 Feb 2018, 04:46 pm »
I am always on top of things if the issue is escalated to my attention.
When contacting support, please follow the process:
1. Register a help desk ticket at helpdesk.nuoem.com (there were on and off access problems in the past due to site and feature updates but I think it has stabilised now).
2. You should get a response within 24 hrs and if not, email support@nuprimeaudio.com WITH YOUR TICKET ID.
From time to time, we get people who emailed us and expect us to read their mind.
Please provide a detailed description of the problem and where you have purchased the item (oh, also where you are located, we can't assume that you are from USA).

In your specific case, we screwed up!  I will discipline our staff.
Someone is supposed to review the helpdesk tickets and then either follow up or escalate to management.
The new support staff asked for serial number which is already provided in the ticket field.  The ticket field also provided other information such as dealer name and where you are located.  So the staff should have instructed you to send the item.

There is another staff who is supposed to review the tickets every other day and follow up when tickets are not getting response. So both of them did not do their job. One of them could be terminated. I am very upset.
I will ensure that this problem doesn't happen again. Sorry.


Tuza

  • Jr. Member
  • Posts: 4
Re: NuPrime Support
« Reply #9 on: 18 Feb 2018, 05:54 pm »
rustydoglim - thanks for looking at this and getting involved.
But, I am still waiting for a response from the HD with an OK to send the unit in.
On 13 February I received this note from the HD: "We already forward this to the engineers, will update the status here asap."

However, that was the last I heard from them. If they should have told me to send the unit in then why didn't they?
I am not confident in sending in the unit without approval or an RA # or whatever instructions a person receives when they send in a unit under warranty.
Can you please get someone to help and make a decision on this? Thanks.