Meridian Unplugged - Powered by MrTechGuy.co.uk Forums Discussion Meridian - Systems VERY frustrated with M service!!

As a 500 series and ex-DSP 5000 owner, I have always been pleased with M's service approach. I've had some e-mails left ignored but I've also had some answered out of hours. Calling M in the UK has been a good experience more often than not. I had to return a 598 twice for the same problem although it was finally fixed and returned free of charge. So, overall, a mixed bag but satisfactory on balance.

If I were an 800 series owner, though, I'd be upset at that kind of service. To 500 series owners who buy second hand and are delighted with whatever M does for them, I'd say "get some skin in the game" before apologising for M. Service is extremely important at that end of the market and, for me, a mixed bag of consumer experience, as in this thread, isn't good enough.

I wonder if M should consider a premium service for 800 series owners or even making a charge for repairs in return for greater "precision" in managing returns?

Hi Steve,

I agree with what you said.
an 800 series machine purchased new, is an expensive item desreving premium service (like a Ferrari...).
Sorry for being off-topic but I was actually looking for you in regards to a different matter (Sonus Faber, i.e.).
Could you drop me a line to my e-mail?
My e-mail address is:
doron-or@shaw.ca


Thanks,

Doron

As a 500 owner, I have all the 'skin in the game' I can get right now.

I can also only report what I have experianced for my self and known associates.

If 800 service is not up to speed, then I think its a shame.
They all go through the same workshop in the UK as far as I can tell.

I cant see the likes of Dave Hall deliberatly making 800 service poor, and only pushing the boat out for us lesser mortals. That idea is just not credible.

The biggest room in the world is 'The room for improvment'.

Responsible feedback here will only help matters.

Cheers, Chris

I disagree - I think everyone should get the same level of service regardless of the cost of the item. Let's face it - everything is pricey in the high-end game.

The owner of a F430 should be cared for just as well as an owner of an Enzo (or the best Ferrari of all time - the F40 )... but I digress.

Is it just possible that there's nothing wrong with the unit and it is an environmental issue (inadequate airflow, speaker impedance not matched etc.)?

Even so, I would have expected someone to let you know what malfunction, if any, had been identified.

My own experince of Meridian service has been exceptionally positive.

It sits on the top of my open stand, so it has all the ventilation it could ever ask for.

I also removed ALL input and output cables from it... the only remaining cable being power. The symptoms came back - display went out and it stopped responding to any input.

A reset of the rear power switch brought it back to life... for a while.

silva supra--what a nightmare, i'd just be sick.

I have had three exchanges with Jason in last two years. He has been a godsend. First time around Christmas, he received my unit one day, and got it out the NEXT! Two other times he was extremely helpful on the phone. I know his heart is in it, but suspect, as already has been mentioned, that his department might be small, stressed and busy.

Hoping you find satisfaction you deserve and which has been lacking thus far.

Here's my tale:
I recently purchased a G91dh, Dsp6k's, 5k's, 5khc from a dealer in Pinner, the speakers were the manager's but the G91 was sold as new with a full warranty, (not a bad deal for 10K methinks).

To cut a long story short, no analogue inputs or tuner input worked, just noise when selected...
Called the Dealer, who told me it was a software issue...(now as I've worked at the DSG callcentre, dealing with hardware/software problems, I know when I'm being fobbed off).
I spoke to Des Ford at the open day who suggested that I return it to the mothership, as it's much closer than the dealer's shop. I returned the unit 1 week ago, and I recieved it back yesterday, M have replaced FOC the video, analogue audio cards and the DVD rom drive, 2 caps and a phono socket, updated the firmware, and it now functions superbly, as my neighbours will testify (probably in court for an asbo!)

The moral of this tale is this:
Good customer service is rare these days, Meridian have, IMHO, one of the best service departments on the planet, SOME dealerships, however don't seem to care too much, and just want the cash, but living near Nottingham, the dealership support is a bit thin on the ground around here, and the last time I checked, Melton Mobray is in Leicestershire, not Notts, so The Mothership is the only real choice for sorting problems like this out.

Muchos thanks and praises to Des Ford and Russell and all the folks in the service department, long may you continue your excellent customer service.

I have nothing but praise for Meridian Tech. support and also the service department here in the UK the guys are very knowledgeable, helpful and polite.

I`ve been a Meridian customer since 1982 and I have only had one bad experience, I purchased an ex-dem 800 V3 which I returned to base for V4 up-grade, it took nine weeks.

M. seemed to have real technical issues with this up-grade; I`ve since read on this forum that M. doesn`t up-grade 800`s to V4 anymore.

Just an update... I received my 861 from Meridian Atlanta a few days ago and all seems well.

I know the PS was replaced as well as a resistor on the analog input card. I think the issue originated from a PS which was not completely seated in the chassis.

Anyway - thanks to Jason for taking care of this for me. My fingers are crossed that it doesn't start turning itself off and on again on it's own.

Feel free to lock this thread.

Hi All,

I have just registered with this forum and am enjoying it very much.

I own a black G08 CDP which I purchased second hand for �1400. About 6 months after I received it the ROM drive started rattling (you could hear it across the room some 8' away) when some of my CD's were loaded and the drive ran up to read the TOC. These CD's played normally on an Arcam CD9 which the G08 replaced (still haven't got round to selling it).

I contacted Meridian who asked me to return it via Phase 3 in Southampton.
It took approx 3 weeks to turn it round and it came back with a new drive and the latest version firmware loaded FOC.

Unfortunately the G08 has since been back to Meridian again for the same fault and is now on it's third ROM drive !! again this was carried out FOC.

During this time all contact with Meridian service dept was both with e-mail and phone, and my e-mails were normally answered within a couple of days or earlier. All telephone calls were treated with courtesy and questions answered fully.

I was disappointed that a player of this calibre should develop a fault like that so soon (it was approx 18 months old!!!}. I was impressed that the work on both occasions was carried out FOC, especially as I was not the original owner.

It was subsequently explained that occasionally with high speed drives, if a CD is slightly out of balance then the drive may rattle. I have burnt a problem disc to CD-R which then didn't rattle!!,
But I still don't see why you should have to burn to CD-R for a cure etc.

Meridian use the same drive in the 800 series players so you can't upgrade in the hope of a cure.

The G08 still is a great sounding player, at the moment it's fronting a Bryston/PMC system and I'm very happy with the sound which is what matters after all. I've decided to put up with the G08's foibles as I haven't found anything to beat it without taking out another mortgage.

So as far as I am concerned Meridian's after care service has been very good, I still think they have an issue with the ROM drives, but I expect they would disagree. Apparently you are paying the money "for the electronics not the drive".

Regards,

Barry.B

I can understand why it may bother you for it is loud sometimes. My 596 and my 598 both rattle with some disc's. They have from day one but I have never had any serious issues like a disc not playing back correctly. I'm surprised Meridian still swapped out the drive two or three times for you. It never occured to me that it was a problem. I just accepted it as normal for this particular computer drive.

Ron