Poor customer service

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Mnuttall

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Joined
Oct 26, 2025
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So, posted an issue on here to see if there was an easy solution to the issue I was was experiencing (no sound from pro plus) and did the many fixes suggested here and other online info. I was told customer service was good. Well it really ain’t. Created a ticket, without much investigation the guy said your unit is knackered, and it’s 2 months out of warranty. A message or two went back and forward and I was was told we’ll sort some discount on a new unit, I thought ok, so I provided my Amazon purchase info and then no reply, despite multiple attempts, raising new ticket etc.. nothing. Really not happy, anyone else had the same problem?
 
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Mnuttall said:
So, posted an issue on here to see if there was an easy solution to the issue I was was experiencing (no sound from pro plus) and did the many fixes suggested here and other online info. I was told customer service was good. Well it really ain’t. Created a ticket, without much investigation the guy said your unit is knackered, and it’s 2 months out of warranty. A message or two went back and forward and I was was told we’ll sort some discount on a new unit, I thought ok, so I provided my Amazon purchase info and then no reply, despite multiple attempts, raising new ticket etc.. nothing. Really not happy, anyone else had the same problem?
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Raise the issue with Amazon. If you're in the UK or EU they are responsible, as the retailer, for the goods being of a reasonable quality. Don't know about the rest of the world.
 
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lostinmusic said:
Raise the issue with Amazon. If you're in the UK or EU they are responsible, as the retailer, for the goods being of a reasonable quality. Don't know about the rest of the world.
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I believe you still get the standard one year warranty with WiiM/Amazon, and they’re sold by the WiiM Store there so WiiM need to get involved anyway. I wouldn’t expect the usual pleading with an Amazon agent about consumer rights etc would work as it’s in effect a marketplace, not Amazon sale. Hopefully @RyanWithWiiM can follow up on it.
 
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Burnside said:
I believe you still get the standard one year warranty with WiiM/Amazon, and they’re sold by the WiiM Store there so WiiM need to get involved anyway. I wouldn’t expect the usual pleading with an Amazon agent about consumer rights etc would work as it’s in effect a marketplace, not Amazon sale. Hopefully @RyanWithWiiM can follow up on it.
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EU warranties are normally 2 years aren't they.
 
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Can’t remember the ins and outs of the EU Sale of Goods Directive nor the Consumer Rights Act in the UK tbh. Anyway I normally find taking a quiet polite approach with vendors rather than waving legislation at them works better. YMMV ;)
 
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Burnside said:
Post your ticket numbers here and hopefully @RyanWithWiiM will escalate it for you.
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The original ticket was

545542​

although I did end up creating more than 1 ticket just to get a response. I know these guys are busy but weird you would offer something which is the minimum I would expect from any company worth their salt and then just cut off replies. The guy I was dealing with was Ethan but there must be many.
 
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Mnuttall said:
The original ticket was

545542​

although I did end up creating more than 1 ticket just to get a response. I know these guys are busy but weird you would offer something which is the minimum I would expect from any company worth their salt and then just cut off replies. The guy I was dealing with was Ethan but there must be many.
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It's unfortunate normal, to my experience, that @WiiM Support stops responding after a few mail exchanges. Even in the case they ask you to do beta testing, they stop responding to your feedback.
 
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Mnuttall said:
The original ticket was

545542​

although I did end up creating more than 1 ticket just to get a response. I know these guys are busy but weird you would offer something which is the minimum I would expect from any company worth their salt and then just cut off replies. The guy I was dealing with was Ethan but there must be many.
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To be fair, I can imagine there may be an approvals process to authorise the issuing of discounts , replacements or whatever and there's been a weekend in between your original ticket 8 days ago and now. Give Ryan a chance to investigate
 
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Yeah, agree but have messaged on the ticket a few times with no response, you’d expect something like we’ve passed this to another department. I feel like I’m just wasting my time to be honest
 
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hgo58 said:
It's unfortunate normal, to my experience, that @WiiM Support stops responding after a few mail exchanges. Even in the case they ask you to do beta testing, they stop responding to your feedback.
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Not at all my experience, I have to repeat.

Mnuttall said:
The original ticket was

545542​

although I did end up creating more than 1 ticket just to get a response.
Click to expand...
Creating multiple tickets for the same case certainly doesn't help to streamline communication. Are you aware that you can see and manage your tickets through the WiiM Help Center?

 
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