Melco - Superb customer support

Posted by: james n on 23 July 2018

Credit where credit is due. After two and a half years of faultless operation, my Melco N1A decided that it didn't want to get past its boot up sequence the other evening. After trying various things i wasn't getting anywhere so it was time to contact Melco to get help. I popped an email to Melco support on Friday morning and within a hour got a reply back from Alan Ainslie apologising for the problems and enquiring as to my location to pick the unit up. It turned out that Alan is only 15 mins away from me so i boxed the N1A up and popped it over that evening to Alan's house. True to his word, Alan took a look at it over the weekend, found a couple of issues on the HDD's and replaced them as a precaution. An email popped through this morning telling me all was fixed and fully tested. Even though it was outside of warranty, Alan didn't charge for the work and i picked it back up this evening on my way home from work. It's now back on my rack, slowly filling back up with my music from my NAS so i'm looking forward to getting back up and running again.

Very impressive support, a credit to Melco Audio and a fascinating chap to talk to too !

James

Posted on: 23 July 2018 by Gazza

These postings are invaluable as one looks at improving a system, glad it all worked out.

Posted on: 23 July 2018 by MDS

In this world where customer service seems to be in terminal decline e.g. railway companies, utilities etc etc it's always nice to hear of an example where someone goes beyond expectations. Well done Melco.

Posted on: 24 July 2018 by Adam Meredith

james n posted:
... and a fascinating chap to talk to too !

He had a model railway in his garden - which only added to his fascination.

Nice to see him working - never quite understood his role at Naim.

Posted on: 24 July 2018 by JamieWednesday

Being fascinating?

Posted on: 24 July 2018 by james n

Adam Meredith posted:
james n posted:
... and a fascinating chap to talk to too !
He had a model railway in his garden - which only added to his fascination.
Nice to see him working - never quite understood his role at Naim.

Still has the Railway. Amazing work.

A very decent chap, knows his stuff and passionate about his work - a lot like the folks at Naim really.