I’m wondering if Roon will ever offer a direct customer support option so that we don’t have to post to the community forum? Especially in light of the acquisition by Samsung and the fact that it’s not a cheap product to purchase. Sometimes community support is helpful but sometimes you get a lot of bad and useless information.
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Well, I’d say go to Roon, scroll down to “Contact” and proceed with the guided process. You should then be notified of the created ticket, including a ticket number.
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Geez, how did I not see or realize that before. Thank you Matthias!
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But wait, that just seems to walk you through posting to the community forum? Does it guarantee any kind of response from Roon?
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You were correct in your first thoughts, it does not guarantee a timely response, which is what I think you mean.
Roon works through their queue of items and then pick up report’s as they can.
In the meantime the community which is knowledgeable will try and help.
Is it perfect, no.
Is it even good, probably not against many.
But it work’s pretty well all things considered.
It can take 7-10 days too sometimes get a response directly from support depending on weekends, holidays etc.
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Most of the time I have found the community help to be valuable, so I don’t mean to knock it, it’s what has helped build Roon into the great product that it is. But every so often it’d be nice to be able to get an “official” answer to something.
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Yes this is true, as a community people offer their time for free, but faster access to Roon staff would be great for some.
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I think Roon’s support model is to let knowledgeable customers solve as many issues as possible with Roon support never needing to get involved. Often, Roon has nothing more to add. Otherwise, Roon would need to more than double their support staff and probably raise prices to cover the added cost. Be careful what you wish for.
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Absolutely correct. For small but also for big companies customer support is a pure cost factor. This support from other customers is a good finacial alternative 
They now have a customer support form to fill out, which I did, and amazingly I received an email the next day requesting further information, which I sent to them that day. I’ve since sent a followup email, but no response whatsoever. It’s now 7 days since I sent in the followup info. My Nucleus has not been working for 8 days. Has anyone recently gotten support, and does it take this long?