Post the ticket number here and @RyanWithWiim or @WiiM Team may be able to escalate it on your behalf as has been done in the past.
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TERRIBLE CUSTOMER SERVICE!!
- Thread starter Dominatorz88
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dangermouse
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If you got it from Amazon, and it was obviously faulty, why didn't you avail yourself of their excellent returns policy and get it either returned or replaced.
You seem to be going about this in entirely the wrong way. Calm down.
If they determined it was faulty they will ask you the order number from seller and it will be replace. Send message via wiim app. You have to keep in mind there’s no such thing 100 percent product free defect from production. If happen you just got it and you talk trash about their customer service. Be civil and stop acting like a child.
Dominatorz88
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It wasn't faulty when I got it, it went beyond 30 days, they referred me to Wiim. Wiim has been very slow and feels like I am working with an insurance company. That was my point. I really enjoy the actual product, it is too bad their customer service process is a waste of time, similar to this post. Good day sir.
They have I believe 1 year warranty. It happen that holiday season so all of them are busy so the process is slow. I know how you feel about insurance company they like taking your money in fast way but slow as molasses processing a claim. I’m not big fan of insurance but it’s the way they work.
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Hi @Dominatorz88, I just checked out your ticket and watched the video you provided. It sounds like there may be an issue with the RCA output on the WiiM device, but there are just a couple simple things to test first.
I'll connect with the team to confirm what's needed here, they'll respond shortly. The team usually needs to check out a few things on the setup to confirm that an issue is caused by the device before approving a replacement. If a problem is being caused by something else in the chain, replacing the WiiM device may not fix anything, and it'd just require more troubleshooting at that point.
I'll connect with the team to confirm what's needed here, they'll respond shortly. The team usually needs to check out a few things on the setup to confirm that an issue is caused by the device before approving a replacement. If a problem is being caused by something else in the chain, replacing the WiiM device may not fix anything, and it'd just require more troubleshooting at that point.
Thanks Ryan
Dominatorz88
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Lol...5th email asking me to verify for repeated times the same things I already stated i did in my first email... "did you try a different...or this setting" AFTER I SENT A VIDEO. I know it looks like I'm being a baby but I swear they are intentionally slow rolling this process. For those of you defending wiim, I don't think you are truly appreciating the ai chat bot loop they have me in.
Is there a way to escalate to a manager? I have experienced your pain many times with other companies. When I have been able to get a supervisor on the line, my issues have generally been resolved quickly. This includes B2B issues with multi-billion dollar companies.
That’s why I suggested escalation via Ryan which has taken place…
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Thanks for your patience! Sometimes agents just have to check all the boxes, I promise it's nothing personal. I've checked back in and they'll be replacing the unit. You should have an email with some more details once they've got that process started.
How did the situation ultimately resolve for you? I'm dealing with the same issue on my Wiim Ultra. I sent over some videos to demonstrate the problem, and the person assisting me requested additional information. However, I haven’t heard back from them since. :/
It’s just normal they have to run protocol to ensure the problem is the hardware. What if they replace it without troubleshooting and then you received the replacement and the problem still persist? You going to say they sent you defective product. That’s how warranty works after 30 days of purchase.
Dominatorz88
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I heard from them every other day for another question, after 4 or 5 questions and a video they recommended that I use digital out(i am using vintage equipment so I had to buy a converter) and said that the Ultra is "out of stock" and they will send a replacement when available....lol..so who knows...
They just requested information so as my Amazon order, address, name, etc. I sent them that information and haven’t heard back. Also I sent videos proving that line outs such as Bluetooth and headphone jack work fine (I connected the WiiM Ultra to my amp using the headphone jack and it worked) so that’s how I know the problem is in the hardware. I purchased the product two weeks ago.
If that was the case on amazon you have 30 days window to return or exchange. You could request of exchange and reason. Amazon will shipped you a new one free of charge as long you return the old one.
I bought it on black Friday so Amazon isn't honoring the sale price. They would give me a refund and then charge me the normal retail price for the same item, that's why I need help directly from WiiM Support.
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