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NEWS: Meridian Releases The Explorer Pocket-Sized USB DAC - Page 44

post #646 of 993

I should add that I am in the UK.  Customer support in the USA or elsewhere may be on a different schedule or have a different protocol set up to deal with this.

 

I just heard from them again and will apparently hear something on Monday.

post #647 of 993
I would suggest that for those who purchased in the UK deal directly with the retailer they purchased from. I'm not sure if any uk dealers have the revised units yet.

Quote:
Originally Posted by Burju View Post

Couple of questions:
1. Current owner: Should we contact directly to Meridian or through our dealer?
2. After the dealer redirected our concerns up to Meridian, what next steps would be-knowing that new version had arrived at dealers already?
Some members had shown their concerns of no update from Meridian after they contacted Meridian a week or 2 weeks ago.
3. Would the dealer replace our concerned product or would Meridian? Again knowing new version had shipped out to dealers.

Lol.....questions, questions and more questions.
Cheers
post #648 of 993

I got an official response from Meridian UK within 1 day for exchange arrangement. Suggesting to contact with Meridian at explorer@meridian.co.uk. And they provide your name, country, and where you bought the Explorer with serial number.

post #649 of 993
Quote:
Originally Posted by ysyung View Post

I got an official response from Meridian UK within 1 day for exchange arrangement. Suggesting to contact with Meridian at explorer@meridian.co.uk. And they provide your name, country, and where you bought the Explorer with serial number.


I used that email address last night (about 30 hours ago) & provided all of that information as well as describing how I use the ME, and all my associated gear.  I haven't heard back yet, but then I was expecting it to take a few days to get a response.

post #650 of 993
Quote:
Originally Posted by bobeau View Post

I've written twice - first about 10 days ago, then again just about 24 hours.  No response yet.

Well, that's not good. Post your experience on Innerfidelity like Tyll said.
Reply
post #651 of 993
Quote:
Originally Posted by HiFiGuy528 View Post


Well, that's not good. Post your experience on Innerfidelity like Tyll said.

 

Thanks for the suggestion.  It's now been 48 hours and no response.  I get that they might be a bit snowed under for this issue but some sort of response would be nice.

post #652 of 993

i got a mail back yesterday from Meridian in the Uk which said.....

 

"
Thank you for your email, we're currently finalising theExplorer exchange process, I'll be in contact on Monday the 25th with further details.

Sorry for any inconvenience this may've caused, I appreciate your patience.

Regards

Chris

"

 

They are moving along.....so long as its taken care of I'm happy.

post #653 of 993

Yes, that's exactly what my second email from them said.

post #654 of 993

Will Explorer make better sound also with mp3/youtube/vimeo/spotify songs played at my MacBook Air? Or it is worth to use only with FLAC/ALAC?

post #655 of 993

It should make everything sound better, but more accurate gear will also make small cracks, pops, low bitrate etc for example in Youtube videos more apparent.

post #656 of 993

It makes most anything I play on my Mac Mini sound better, but I don't really play any low bit-rate material.

post #657 of 993

Just got an email from Meridian today (Ron Lennox, the Regional Sales Manager), they're starting to ship replacements, for the next few weeks.

 

The amazing thing is they're shipping the replacements... without requiring the return first.  That's contrary to RMA 101 (you never know if the customer will return the product, so no replacement/credit until goods are returned) - this indicates a lot of trust on their part for the customer.  As unhappy as I was with the (initial) product itself I am much, much happier with this element of their customer service.  Shipping label of course provided for return as well. Bravo.

post #658 of 993
Quote:
Originally Posted by Radio_head View Post

Just got an email from Meridian today (Ron Lennox, the Regional Sales Manager), they're starting to ship replacements, for the next few weeks.

 

Did you use the explorer@meridian.co.uk email?  I've tried 3 times in 12 days now... no response.  Do you have a direct one to Ron?

post #659 of 993
Quote:
Originally Posted by Radio_head View Post

Just got an email from Meridian today (Ron Lennox, the Regional Sales Manager), they're starting to ship replacements, for the next few weeks.

The amazing thing is they're shipping the replacements... without requiring the return first.  That's contrary to RMA 101 (you never know if the customer will return the product, so no replacement/credit until goods are returned) - this indicates a lot of trust on their part for the customer.  As unhappy as I was with the (initial) product itself I am much, much happier with this element of their customer service.  Shipping label of course provided for return as well. Bravo.

That's great news! Thanks for the update.
Reply
post #660 of 993
Quote:
Originally Posted by Radio_head View Post

The amazing thing is they're shipping the replacements... without requiring the return first.  That's contrary to RMA 101 (you never know if the customer will return the product, so no replacement/credit until goods are returned) - this indicates a lot of trust on their part for the customer.  As unhappy as I was with the (initial) product itself I am much, much happier with this element of their customer service.  Shipping label of course provided for return as well. Bravo.

 

This would seem to indicate that the higher priority for Meridian is to establish goodwill with customers than to ensure that it salvages the most value out of the product line by clearing the market of the flawed original version. Then again, it may just be easier to ship them all out with some reasonable proof of purchase rather than administrate the inbound inventory of all the one-for-one exchanges. Sounds like many of us might just get a new Explorer from Meridian rather than returned e-mails.

 

I suspect the yield on returns will be really high—once everyone satisfies their curiosity about the difference in sound between the two versions. It would be so obviously shady for someone to take the new one in exchange for the old one then put the old one up for sale that it seems pretty unlikely. Not that Meridian would take the trouble to pursue any action, although I suppose it could. Quick side note on that, I know Radio_head had one up for sale, not at all suggesting anything nefarious there (clearly he was forthright about his impressions and intentions). Also, a customer that just kept both versions wouldn't do a ton of damage beyond his own ethical principles, either, since both devices would be off the market.

 

Point is, this approach just might be optimal for everyone. 

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