Meridian Unplugged - Powered by MrTechGuy.co.uk Forums Discussion Meridian - Systems Wits End with Meridian and their Support

Ever since I had the G65 installed in 2016 I've had nothing but problems with the system locking on to the sound of my Amazon box and Humax. I get a constant clicking going round all my speakers until I move the volume up or down.

Meridian have been round to look at it and the shop (who have been supportive up to now) have sent their technician around numerous times to look at it. Lockdown didn't help matters as everything was swept under the carpet and I had to chase them up afterwards. But nothing has worked, even changing the UHD722 to the latest version hasn't helped.

Now I've just been told that there is nothing they can, or are prepared to, do. Basically because the G65 is soon to be a discontinued product I've been told to go away and live with it.

Thanks Meridian for nothing. Nearly £15k in their products and they cant be bothered to help. They claim that the age of the products precludes any sort of warranty and shop has offered to trade it all in if I so wish.

Another British company that doesn't know the meaning of good support.

I asked them for dimensional drawings of the DSP5200's so that I could get a custom stand made. I sent them to the fabricators and when the stands came it turned out the dimensions on the drawings were wrong......

I asked them a question about a problem with both my 271s and received nothing back.

I reported the problem discovered on here about the DSW's as it affects all 4 of mine and received an automated email and nothing else. One subsequent attempt to follow up with the status was ignored.



Once upon a time support used to be quite good now it is beyond terrible.

I have a MSR2 remote - cannot figure out what certain buttons do. Included pamphlet gave a link to retrieve details on using the remote - link is non-functional.
Did a google search to find what buttons do - no luck. It seems there is no manual/product guide for the MSR2.

Emailed Meridian - guess what? No response.

And BTW, I have been unable to find the config program for a MacOS - help would be appreciated.

But the system sounds good - even though limited sources and no flexibility since unable to configure.

This might help ...

Duncan Info Site - MSR2 Instructions

Regards,
Carl

Unfortunately, The Meridian Configuration Program (Mconfig) is only available for Windows.
Some on here run it within a Windows VM on Macs, however, I'm not sure if they have to be Intel based or not.
I have it running on Windows 11 laptop and use a USB to RS232 converter for the comms.

Regards,
Carl

Excellent - thanks!!

I believe that Meridian don’t provide factory support directly, only through their partners.

That makes it OK then...

Aside that most of us already knew about Meridian's stance there are certain legal obligations that Meridian as a manufacturer cannot simply absolve themselves of. Whilst I don't know the specifics there are certain issues that people on here have had which seem to fall outside the realms of just mere product support so there is definitely a grey area and an argument to be had.

Not to mention people who have no dealer at all. I for one dislike the mindset from Meridian that whenever I have an issue with one of their products it is an opportunity for a dealer to sell me something. Fortunately my dealer isn't at all pushy like that but I can imagine some are.

As for my latest issue with the DSW it could be argued that there is a manufacturing/design fault with them which if so Meridian really shouldn't be hiding behind dealers if end users contact them directly. Certainly enough people have the same problem and I wouldn't be at all surprised if every single owner does as well even if they haven't encountered it yet. Should Meridian just ignore this and not bother to effect a solution just because we aren't all frequently bothering dealers?

As to the OPs issue, without knowing details, it does seem that Meridian should perhaps be stepping up to the plate.

Just my option here and I don't expect anyone, least of all Meridian, to either listen or care.

Hello guys

It was me that first raised the DSW issue on here and was very grateful for the support from fellow HH's that found they had the same issue.
I do not believe there is a single DSW owner on here that wouldn't have the same issue if they turned the volume up a bit and checked the mentioned films scenes.

So after all of us being ignored by Meridian. What do we do?
Go to our dealers? My first DSW was purchased from a dealer who has since closed down. My second was purchased from a fellow HH.
So where do I go? Obviously I would like the issue sorted. But is it fair if I approach a different dealer and ask for help? They have earnt nothing from me , so surely it would be unfair if they put in time getting it sorted. If anyone has any ideas, please let me know.

I think we all miss the days when M would answer the phone and help us. It has gone from incredible to disgusting.
Such a shame

Nick

As a dealer, I would feel an obligation to help you guys out whether you purchased the item from me or not. None of us benefits from a Meridian owner having a bad experience with a product. Obviously Meridian must be aware of the issue. I would like to believe that a solution is being worked on.

I simply made a statement about what I believed to be the choice Meridian have made about how to support their customers, not a judgment about whether it was "OK" or not. I thought that perhaps the OP was unaware that this was the case and continued efforts to contact the factory directly would likely be unfruitful.

As far as whether or not it is "OK", it is apparent from your post that you do not consider it to be OK. I personally have no issue with their business choice. They expect that their premium partners will provide the first line of support, address the doubtless numerous how to and functional questions that also appear here and only require factory support for novel challenges, warranty and design issues. If the PP's aren't performing that role effectively, that's an issue of implementation. The two PP's who frequent this forum receive frequent plaudits for providing the kind of support that Meridian presumably intended.

I think you have missed my point entirely. I also have no issues with Meridian PPs providing first line support providing people who don't have PPs are taken cate of in some way. However, that does not absolve them from their legal obligations (In certain territories) as a manufacturer however much their business decides otherwise. Whether any of these issues fall under those obligations and outside first line support I cannot say.

As an aside based on some of my interactions with PPs at least some of them are just as much at the mercy of Meridians shoddy technical support as everyone else.