Bonjour,
My precedent topic has been already closed, very strange …
https://community.roonlabs.com/t/disappointed-by-nucleus/281534/7
Thanks Jim and Daniel for your answers on this closed topic.
In any case, for me, buying a Nucleus+ music server was a dream for my birthday.
Unfortunately, it turned into a real nightmare.
I must have bought the wrong seriial number…
Bye
Check your PM’s. I think it was moved there for privacy reasons.
Aren’t they legally obliged in the EU to honour the warranty? Either by repairing the unit, providing an equivalent or or a full refund?
During the first year, the warranty falls on the manufacturer, not the store that sells it.
Absolutely appalling customer service.
If the unit is still under warranty don’t Roon have to replace/repair it by law?
Edit: Sorry @Nepherte I’ve just repeated what you said.
Tone it down. You are jumping to conclusions and making accusations.
When a user has the same relatively rare hardware failure not once but twice in less than year, that points potentially to problems with usage behavior and/or surrounding environment/equipment. It certainly should be investigated.
So, maybe there is more to this story than has been said publicly. Roon staff have taken it private and stated openly only what they are authorized say for a reason.
AJ
Fair comment, I may have lost the plot a bit.
You could be right, hopefully it is being investigated.
Where does it say that they have taken it private? I can’t see anything that points to that.
The original thread was moved to PM. You had to be in the thread to see that.
Is that this thread: https://community.roonlabs.com/t/disappointed-by-nucleus/281534/7
Or was there another?
Yes it was.
Good day,
Thank you for your investment in me. I’m going to make a few clarifications to this unfortunate story.
Firstly, the Nucleus+ was correctly installed.
And, as far as I know, I knew how to use it!
I’ve never had any problems whatsoever with other devices.
My Squeezebox collection, for example.
My retailer offered me a refund.
But I’m just not going to get the money back.
I have to buy another product.
I was hoping to get a Nucleus+ or one of the two new models, but nothing like that.
I feel abandoned by the Roon brand.
I have a lifetime subscription by the way.
In short, I reluctantly picked up another network player which I hope will give me satisfaction.
PS: unless I’m mistaken, I don’t have any private messages from anyone …
At your disposal
Hello @Thg6276,
I apologize for the abrupt closure of your previous topic. We should have given you the opportunity to respond to our comment—my apologies for that.
Regarding @daniel’s statement about the availability of Nucleus One and Titan in Europe, the information is indeed correct. However, we want to ensure we’re addressing your needs. Is there something specific we can assist you with? Are you currently dealing with a broken unit, or is there another issue you’d like help with?
Hello,
Dear Vova,
My Nucleus+ is out of order according to the repairer appointed by the brand. Which doesn’t really suit me. I would have appreciated it if Roon had found me another one, or the Nucleus Titan, for example, via a commercial arrangement. But nothing of the sort. I’m forced to spend money on a server other than the Roon Nucleus, and that doesn’t really suit me.
I would think Roon might have plenty of used ones they took in on the Nucleus Titan upgrade program. Maybe they could send you one of those.