TERRIBLE CUSTOMER SERVICE!!

D

Dominatorz88

Member
Joined
Nov 21, 2024
Messages
12
Customer service is awful, asking repeated remedial questions, forcing me to video the issue though it is obvious a hardware failure. Waste of time and energy on a $350 product that failed after 6 weeks.
 
WiiM has one of the best customer support around. Did you send a message via Feedback on the WiiM Home App with an explanation of the issue?
 
Dominatorz88 said:
Customer service is awful, asking repeated remedial questions, forcing me to video the issue though it is obvious a hardware failure. Waste of time and energy on a $350 product that failed after 6 weeks.
Click to expand...
I found support excellent the only time I used them. They must have a good reason for their request. Maybe just do the video as the next step in the process. Good luck in getting it resolved. 👍
 
adias said:
WiiM has one of the best customer support around. Did you send a message via Feedback on the WiiM Home App with an explanation of the issue?
Click to expand...
Every day for a week, I explained the issue in full and complete detail, and now I am painfully baby stepping each obvious point of evaluation and now forced to make a video...of exactly what I explained over a week ago in several succinct sentences.
 
Does tha means no, not interested in community support? Did you connect the vendor, your contractual partner?
 
Let's see if this forum can help you. It may be hardware as you've stated, but describe the issue in as much detail as possible. Judging from your mention of a $350 unit, this is an Ultra, or?
 
I have an obvious hardware issue, not a software issue ore a user interface issue, and I came on here to express my dissatisfaction with the process of getting a replacement device. Chatting with customer service isn't a hobby of mine and I am warning others of this issue.
harkpabst said:
Does tha means no, not interested in community support? Did you connect the vendor, your contractual partner?
Click to expand...
 
waldo said:
Let's see if this forum can help you. It may be hardware as you've stated, but describe the issue in as much detail as possible. Judging from your mention of a $350 unit, this is an Ultra, or?
Click to expand...
The rca line out is fried on my ultra, nothing but crackles and faint intermittent music...cross tested all the other equipment, all other ultra outputs are functional. Been explaining and now video recording the issue for over a week.
 
I hope you find a solution to your issue, but a quick browse of this forum will indicate that WiiM has a pretty robust engagement with customers and this community. Things happen. Electronics break. It's what happens next that matters, and it's a shame you've had a bad experience. II. take it you're out of the return window? If so, has Wiim said they will *not* replace it, or are they just having you go through their normal RMA process? Again, this stinks when it happens - I feel bad for you. No one likes to be without their tunes.
 
Dominatorz88 said:
The rca line out is fried on my ultra, nothing but crackles and faint intermittent music...cross tested all the other equipment, all other ultra outputs are functional. Been explaining and now video recording the issue for over a week.
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I only have a Pro, so someone with an Ultra will need to step in. In the meanwhile, have you tried adjusting the line out voltage settings on the Ultra, or the line in settings on the input device? Tried a different set of RCA cables? That said, I can't even guess why they would want a video from you.
 
waldo said:
I only have a Pro, so someone with an Ultra will need to step in. In the meanwhile, have you tried adjusting the line out voltage settings on the Ultra, or the line in settings on the input device? Tried a different set of RCA cables? That said, I can't even guess why they would want a video from you.
Click to expand...
Yeah, does seem strange unless they have seem something in the device logs (assuming the OP did submit feedback thru the WiiM home app so that their logs were included) that warrants that.
Most often where this is something awry like this, WiiM can detect it in the logs and quickly issue a replacement if they do suspect a hardware issue. As usual, we’re left guessing as we have scant details of what other kit is involved, what audio feeds are being used etc etc…
 
Dominatorz88 said:
Customer service is awful, asking repeated remedial questions, forcing me to video the issue though it is obvious a hardware failure. Waste of time and energy on a $350 product that failed after 6 weeks.
Click to expand...
Where did you buy it?

Is this a product purchased from the official WiiM store on Amazon or from an authorized reseller?
 
waldo said:
I only have a Pro, so someone with an Ultra will need to step in. In the meanwhile, have you tried adjusting the line out voltage settings on the Ultra, or the line in settings on the input device? Tried a different set of RCA cables? That said, I can't even guess why they would want a video from you.
Click to expand...
Yes, I tried the trouble shooting steps, it was working great for 6 weeks, then stopped, this did not coincide with any software updates...it is pretty clearly a hardware failure, and a known issue
 
jeffme said:
I hope you find a solution to your issue, but a quick browse of this forum will indicate that WiiM has a pretty robust engagement with customers and this community. Things happen. Electronics break. It's what happens next that matters, and it's a shame you've had a bad experience. II. take it you're out of the return window? If so, has Wiim said they will *not* replace it, or are they just having you go through their normal RMA process? Again, this stinks when it happens - I feel bad for you. No one likes to be without their tunes.
Click to expand...
It would be ok if I didn't get one baby step/question every day, and we could have resolved it in 10 minutes of real customer service...apparently the community is substitute for real customer service. I appreciate all of you and your time, but meanwhile I have a broken pre amp and it's taking literally weeks to trouble shooting with Wiim. Not acceptable.
 
Burnside said:
Yeah, does seem strange unless they have seem something in the device logs (assuming the OP did submit feedback thru the WiiM home app so that their logs were included) that warrants that.
Most often where this is something awry like this, WiiM can detect it in the logs and quickly issue a replacement if they do suspect a hardware issue. As usual, we’re left guessing as we have scant details of what other kit is involved, what audio feeds are being used etc etc…
Click to expand...
Lol..I have more than 5 different amps and have tested it on multiple, once again, giving bad customer service too much credit.
 
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