Now happy with Nuprime service, hoping someone can please help

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dewar

  • Jr. Member
  • Posts: 159
I sent my IDA-8 from Australia to their service department (TDSS) in June last year. They confirmed it arrived and that the 'depop' board needed replacing and that they were waiting on parts.

I contacted Bob Smith and Rachel at that company late last year, and again a few months ago after basically hearing nothing for months on end. Last they tell me is that they are no longer the offical service people of Nurpime, and that all their stock was shipped back to Nuprime headquarters.

I swiped an email a month ago with John Caster at Nuprime a month ago and haven't heard anything back after giving him my ticket number he asked for (#000180).

I didn't want to make a public fuss about this, but I think it's extraordinarily poor form that I've had to suffer nearly a year without my amplifier, and somehow this needs to be resolved. If anyone from Nurprime is reading this, please respond to my emails, and tell me a replacement is going to be sent to me asap. I can only assume you have lost my unit.

Thanks
Bevan Dewar
« Last Edit: 6 Apr 2018, 10:53 am by dewar »

rustydoglim

It is unfortunate that you sent to the wrong place (I don't know how that happened).
International support should go through local dealer/distributor first, and then sent to Taiwan factory for service if local help is not available. Typically repair service doesn't go to TDSS unless it is from North America, and local distributor is not able to perform the service.

I don't know why TDSS asked you to send to USA. In any case, please contact support@nuprimeaudio.com, with the Help Desk ticket ID.   I believe your IDA-8 should be with US distributor, Brand Uprise.
I think I remember seeing your email.  Again, contact support for help, and I will ask Jye who is the support manager to follow up with Brand Uprise. Furthermore, have a help desk ticket available so the incident can remain open.

Thanks for airing your grievances here to get my attention.

rustydoglim

I checked my emails and I am quite sure your IDA-8 is in California and might have just been fixed.

Anyway, I apologise for your problem and the next time if you want to purchase a NuPrime product, please remind sales ("I am the customer with an IDA-8 that took forever to repair, Jason said to give me discount") to give you an extra 15% discount, even if you order through a dealer (he will get the discount from us).

dewar

  • Jr. Member
  • Posts: 159
Thanks for your reply Rusty. I look forward to hearing from them.

Bevan

rustydoglim

I have asked Brand Uprise to check but if they are slow in following up (since this is really not their problem, they are the US distributor), please email sales@branduprise.com and cc sales@nuprimeaudio.com (I check this email and will get my attention).  We should get this resolved ASAP.

dewar

  • Jr. Member
  • Posts: 159
My replacement amp arrived today from Nuprime. Apparently the amp was lost by a third party employer they no longer work with, which I accept. Thanks for eventually jumping around, the amp is finally making nice music in my living room.

I edited the title of the thread accordingly.

Cheers
Bevan

John Casler


I swiped an email a month ago with John Caster at Nuprime a month ago and haven't heard anything back after giving him my ticket number he asked for (#000180).


Hi Bevan,

Just want to make sure you knew, I did not "drop the ball" on this, I actually after our phone call, "got the ball rolling" for you.

Sorry it took so long. 

The Customer Care and Repair Facility "moved" and it would appear your unit somehow didn't get to the right place.

Glad you will be "whole" soon.