Had an experience I wanted to share:
I finally got around to upgrading the firmware on my Hilo to 6.1-- I've been looking forward to having a remote for pretty much the entire time I've been aware of the device itself. But after updating the firmware, I ran into some problems. Without hashing out all the gory details, my Hilo locked into 48k sampling rate and wouldn't come out of it for anything, meaning regular 44.1k files played too quickly, and 96k files were incredibly slow. After fiddling about, searching for others who might be having the same or similar issues, and having very little luck, I decided to post on the Lynx support forum.
By the end of the day that I made my post, I had two Lynx support guys working with me to get everything resolved, and after they determined that my issue was unique (they had not encountered nor heard of it before), one of the gentlemen, David, sent me no less than two links to download
firmware written specifically to try to fix my issue. He also asked if I would be willing to allow him to remote into my computer in order to determine what the specific nature of the problem was. Neither of the firmware downloads fixed it, so they kept working on it, and by the next afternoon, they had been able to replicate my issue in the lab and had devised a solution, which they immediately communicated to me in both email and by replying on the forum. I tried it, and my Hilo is now perfectly functioning.
When I spent about a year and a half researching DACs, I decided that going with a company that was committed to future-proofing their devices and providing as many updates as possible was going to be important. What I couldn't foresee is what a huge impact that kind of mentality would have on their ability to help me out when I ran into an unanticipated problem. I could certainly be mistaken; but I just cannot imagine many other companies going to those kinds of lengths to ensure that one customer (and a consumer, not a pro customer, at that) was so absolutely and completely taken care of. Issues will always arise with sophisticated pieces of equipment, of pretty much any kind; what matters is the way in which the company decides to resolve the issue. I positively could not be more happy or impressed.
I can't say that I doubt my decision to buy the Hilo even less now, because I've never doubted it; but I can say that I feel that such incredibly urgent, informed, personal, and ultimately effective assistance only underlines the wisdom of the decision to purchase their products that much more profoundly.
Lynx, you don't just have a customer, you have an evangelist. Keep this up and you guys will rule the world eventually
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I now return you to your regularly scheduled programming...
