Meridian Unplugged - Powered by MrTechGuy.co.uk Forums Thread Like Summary - 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.

Just read through all the replies and firstly I think I need to apologise (just a bit though) as I had the distinct impression that both M and the dealer in question had thrown the towel in and decided that my problem was unfixable. Cue massive rant, table banging, threats of consumer advice etc. etc. Since then, I have had another dealer contacting me on here offering to help and also M have again been in touch and apologised over the misunderstanding. We are now currently working towards an alternative solution, namely a change of boxes, but I'm still proper pi$$ed off on how long this has taken to get to this point and what seemingly little effort has been put into solving the problem during that time. You would have thought that after 5 years, M would have developed a work around. But no, and I've said this before, in the grand scheme of things my system is probably on the lower scale of financial outlay and I seriously started to feel that for M, my problem wasn't worth the effort and I should go away like a good little consumer and stop complaining.

However, there were other factors to contend with as well: I know lockdown had a massive impact on everyone's life plus the dealer was left in the dark somewhat as the original salesman didn't exactly chase things and subsequently left. But, as pointed out here, there is a real barrier when you have to solely communicate with dealers and not the manufacturers. In my experience, this only works if the items are still in warranty AND you bought them from said dealer. I buy a lot of Stihl products and over the last few years, it's become a nightmare as they have the same customer support setup. As with M, it's unfortunately down to the dealers to spend time and effort trying to solve problems, and more often and not for very little recompense. But it seems it's the way of the world now and just something we'll all have to put up with. I do pity the dealers though.

The other factor is that M have seemingly decided that AV processing is no longer their future. The 861 isnt even on their website anymore so I suspect the G65 will be removed before long. I appear to have walked into a perfect storm of problems where the unit doesn't work properly and M are moving away from them anyway! 271 anyone?

The decision I have now is to whether stick with Meridian products or move away to something altogether different such as Anthem. Watch this space.

Similar experience. I used to have 11 boxes of the stuff including av2/175. When that was discontinued, it was almost as if it hadnt actually existed! but your comments made me chuckle. Imagine if Naim did a catheter.. NACSack?

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.

Hi All,

Just to clear up how to get in Contact with Meridian.

Please ONLY use the Contact Us form on their website:
Meridian Audio "Contact Us" form

Attempting to send an email to any previously advertised email addresses are unlikely to even get through to Meridian, hence the lack of a reply.

Rick

I use the config programme for my 861 and it works perfectly on my Surface Pro. with aforementioned Usb2-Serial cable which I purchased in the amazon.

https://www.amazon.co.uk/gp/product/B0769DVQM1/ref=ppx_yo_dt_b_asin_title_o06_s00?ie=UTF8&psc=1

Your efforts on this forum along with another few dealers (Cough Rick) I am sure have not only been noticed but are much appreciated by many including me.

I've known of Meridian's approach to their end users for many years and whilst some condone it I don't think it's acceptable. OK, make the PP the first port of call; fine. But if an end user contacts you (Meridian) through an active line of communication (probably an email) then to ignore it is basically bad manners.

To me, an upmarket person isn't just somebody with a lot of money who buys expensive things; it's also about good manners, thought for others, being well spoken, appropriately dressed etc. In the same way, Meridian sets itself out as a 'high end' hi-fi manufacturer, but 'high end' isn't just about making and selling expensive bits of equipment, it's also about providing a great end-to-end service that makes your customers feel wanted, appreciated & making them want to remain loyal to you and to come back for more products in the future. But that's the dealer's job? Fine, but don't drop the ball by ignoring emails or calls from end users who have spent thousands with you (quite possibly tens of thousands) and who can go off the whole idea if you aren't careful.

"Dear X, thanks for your email. We've found that the best way for us to support you is through our PPs who have all the product knowledge and experience to provide you with a first class service. I see from your postcode that your nearest PP is Audio Images in Sheffield so I've copied them into this email & I'm sure that Rick or one of his colleagues be in touch soon to help you to resolve your recent issues". Is it really too much to ask for Meridian to have a version of that they can copy & paste with only minor adjustments? Presumably it is.

*sighs*.