Geek Pulse: Geek desktop DAC/AMP by Light Harmonics

[Chefano]

My Pulse infinity is still a Pulse X /f /i at tracking status.
Guys, did yours changed?
 
Regadrs

 

[DSlayerZX]

Mine did,
I am not to sure when did it change, but it did, along with the 2G cable from THD perk tossed in.


honestly, with the Xfi shipping and some people already got the wrong unit on their way, you should file a ticket on it.

 

[FayeForever]

Just out of curiosity, if my headphone got damaged by Pulse because of the 0db bug, will this be considered as an end user error?

 

[Phishin Phool]

 
Refund? If you contributed via Forever Campaign there is no refund.  The refund policy in their website is bogus and don't mention anything about IGG.  So I don't think you will be able to get a refund unless you buy it directly from their website. Believe me I thought I was going to do that with my Pulse, and Mono Amp that I bought thinking it was a Stereo. No way out, we are all in.

 

[jexby]

   
Instead, the tenor of the response from LH has been:
 
We reached out, YOU didn't respond.
[]
 
I didn't say this until now, but in the Skype call, Casey and Gavin literally had the gall to ask me if I was kicking up a fuss because I had "hurt feelings". I was literally speechless. Where do you get off patronising a customer when the entire situation has arisen out of errors on your side?
 
 

 
 
these continued postings do makes it appear as if your feelings are hurt, to the point of being inconsolable no matter what resolution was reached on Skype yesterday.
 
am almost ready to unsub myself, not due to feelings about the Pulse or LH-
more the audacity of the some who use head-fi to beg for public "me to" support after "the issue didn't go smoothly, or based on what I understood".
 
welcome to planet earth.

 

[Levanter]

I think the problem with LH is that they are too transparent, accommodating and passionate about their products.
These are very good points in developing a great product and will please many audio enthusiast, however it's a double edged sword as there are also impatient enthusiasts who will settle for good just to get it quicker.

Though I do agree that their customer response turnaround time needs more work. I don't know how they get those numbers when I see many complaining late turnaround times.

 

[digitalzed]

  My Pulse infinity is still a Pulse X /f /i at tracking status.
Guys, did yours changed?
 
Regadrs

Mine did.

 

[digitalzed]

  Just out of curiosity, if my headphone got damaged by Pulse because of the 0db bug, will this be considered as an end user error?

Yes.

 

[gyx11]

@jexby thank you for your reply to my last post. I can now understand the slight differences between the Geek campaigns and the Schiit Asgard saga.

Regarding the latest burst of posts of here, I remain mostly neutral, but I have had private conversations with several head-fiers whom are backers of the campaigns. and there is enough inconsistency in what they have been told, versus what I have been told, to raise suspicions that there is actual reasons why they'd choose to keep all queries/disputes to a personal 'ticketing' level rather than in a public and transparent way. I'm not saying there is any deliberate malice involved. In fact I think most of it is simply down to confusion generated by the overwhelming changes and variations in the product line.

I don't want to get into the specifics but I hope this mess will eventually be resolved amicably. I just wish people would stop throwing speculations all over the place, and certainly be more objective in their posting.

for the record (pun intended), I don't think there's anything objectively (emphasis on the objective) wrong or inaccurate with what Lachlan is suggesting, and people should not be attacking him based on his youtube background, age, self-description of himself on his channel, or his character or intentions.

 

[jexby]

@gyx11,
 
glad to help a little bit here.
 
I too have had similar private conversations.  but there is no obligation on any company to handle each customer issue (RMA, refund request, etc) out in the open.
had a product from iFi break, guess what I had to do:  open a ticket in their system.
have had RMAs with Schiit, had to email them directly.
in neither case was it hashed out in a forum, nor do I see any companies on head-fi doing such.
 
btw, not saying Lachlan's suggestions themselves are entirely wrong.  but pulpit howling after zero communication with the company AFTER invitations were offered- is absurd.
 
for the record, I have no clue about his youtube background (never saw his channel or reviews before), nor what his age is or self-description.
nor will I be seeking such info as it's irrelevant to this thread.

 

[nicolo]

If i was in LH Labs shoes, i wouldn't bother responding to the negativity on this thread. Too much teeth gnashing from too many people who have no idea of how crowdfunding works are on here stinking up the thread. LH Labs has made mistakes and they have acknowledged it publicly. They have also grown exponentially recently and they were bound to have teething problems. I have also complained here about delays etc. Instead of lamenting, i followed up with them directly instead of spewing all over multiple forums. Just because we have paid for perks doesn't give us the right to internal documents from LH Labs on defect rates etc. like Lachlan suggested. I have no problems with Lachlan's initial posts. But to go on and on and on about it is just bad manners, especially when they tried to work with him. It just seems that it has turned into a personal issue for Lachlan.
 
@Phishin Phool
 
Just grow up.
 
Please read the terms and conditions before taking part in a crowdfunding campaign. Its no one else's fault but yours that you didn't read up on these. There's a massive difference on selling a product on a manufacturer's webpage and selling on Kickstarter or IGG. If you had bought the Pulse on LH Labs' website, you have every right to ask for a refund and be pissed if you didn't get it. If you backed it on IGG or KS, you can't. Most of us who backed the Pulse and other LH products knew this and acknowledged that fact. It's only due to crowdfunding that you could get LH products at a discount compared to the retail price. Just stop with the tiresome drivel already. If you want to take legal action, do it already or just stop with the relentless negativity.
 
For all the people who have complaints about LH Labs, please start a separate thread(s).

 

[a_recording]

  pulpit howling after zero communication with the company AFTER invitations were offered- is absurd.

 
I really want to be clear on this: in the 1 month my ticket was open, I did not simply just sit there for a month biding my time. There was back and forth on the support ticket. I was given no indication in any way that I was being treated anything differently from a regular customer or that the ticket had been escalated to Casey or Gavin to personally look into. I was passed from Jody to Manny to Tami to Michael. Each time after a few days of silence I updated the ticket to ask what was going on. This went on for a month.
 
It seems to me despite Gavin's statements of having seen my ticket, Gavin did not actually really know the details of the issue, nor did LH know I had opened a ticket and it was sitting in the system - since of course, I'm sure the RMA would have been arranged instantly if they did.
 
Again, I wanted to report on what the ordinary customer experience was when dealing with LH support. Not talking to damage control from company's public facing side in reaction to a Youtube video - but the standard procedure for any support issue. What is standard procedure? I opened a ticket and posted on the LH forum.
 

If OLED blinks, that definitely there is something short or some component failure.
Please open a ticket and send that back. [My emphasis] We will give you another unit.
And welcome to test that again.

- Larry Ho, http://lhlabs.com/force/customer-happiness-post-concerns/3394-houston-we-ve-got-a-problem
 
(Note that Larry misunderstood, so was posting to the OP as if they were me.)

 
You have to understand, I am a reviewer. I don't want to give my viewers a false impression that a company treats has a very effective support system if in fact I just happened to get a good experience because I posted a Youtube video. It is true that Casey reached out to contact me directly. I think it's also true that if I had not posted any video at all, my ticket would have still stayed open for a month. Keep in mind my post in the LH forum also went completely unanswered by anyone from support.
 
You must realise that many of you are enthusiasts and have been posting in this Head-Fi thread and possibly in the LH forums for a while. You know who Casey is, you know you who Gavin is. I am someone who backed this project in 2013 and didn't really keep up with anything except email updates. I am sure many other customers would be similar. They would not know to message Gavin or Casey about this issue, and all over the LH Forums they repeatedly encourage people to open tickets.
 
You might think it is absurd to kick up such a fuss because I was given a faster solution to my problems but I didn't take it. But what I am upset about is a repeated refusal to acknowledge that in my case the support ticket system just didn't work and that the 20 hour resolution number in their system points to all being well. 
 
Anyway, the point has been laboured to death and I don't really want to keep complaining about it. I think we'll just have to agree to disagree about whether or not I was acting like a normal customer in this situation, or if I was treated like a normal customer in this situation.
 
But I'd just like you to imagine, if I had not posted the video - if I had just done what any other customer was told to do, which is to open a ticket and post on the forum - how frustrating would it be to have a dead headphone and a 1 month open ticket with no resolution?
 
Edit: Anyway, any more bellyaching from me is not going to change anything, so I'll stop. The RMA is on its way and hopefully it will all be smooth sailing from here.

 

[sahmen]

Simple question: Under the prevailing conditions, is it a smart idea to buy a new Geek Pulse (basic model) from one of the original backers who is now deciding to jump off the wagon and try some other brand?...  I am asking because of the warranty which, I hear, cannot be transferred...  I am also wondering whether  L H labs will support the pulse with firmware updates, etc. etc, if it no longer belongs to the original owner...  In short, I am thinking that it is a bad idea to make this purchase under these conditions, but the price seems to be very good, so I confess that I am feeling slightly tempted..., and I need someone to help me put the idea out of my mind...
 
2nd related question: Would it be wiser to use this money to back the HPA campaign instead?  I am also tempted to go that road, but I am a bit scared because of some of the problems I have read about on this thread (concerning especially delivery delays and bugs)...
 
What do you think?

 

[jbr1971]

  Simple question: Under the prevailing conditions, is it a smart idea to buy a new Geek Pulse (basic model) from one of the original backers who is now deciding to jump off the wagon and try some other brand?...  I am asking because of the warranty which, I hear, cannot be transferred...  I am also wondering whether  L H labs will support the pulse with firmware updates, etc. etc, if it no longer belongs to the original owner...  In short, I am thinking that it is a bad idea to make this purchase under these conditions, but the price seems to be very good, so I confess that I am feeling slightly tempted..., and I need someone to help me put the idea out of my mind...
 
2nd related question: Would it be wiser to use this money to back the HPA campaign instead?  I am also tempted to go that road, but I am a bit scared because of some of the problems I have read about on this thread (concerning especially delivery delays and bugs)...
 
What do you think?

 
The firmware updates are publicly available and are not tied to warranty, you will be fine there.
 
The HPA will not have a DAC in it, so you will still need to purchase a DAC if you do not currently have one. Something to keep in mind.
 
Jody

 

[miceblue]

I honestly can't figure out why people got so worked up about the transferrable warranty. Do many other audio DAC/amp/cable companies offer such a thing, because until this thread, I had no idea such a thing was possible? >.>