How good is Parasound tech support?

[KEW]

Mainly wanting some background info before I call them.
I have one of their zCD mini CD players.
Mine makes noise spinning the CD's - not horrible, but enough to interfere with my audio bliss.
I had assumed it was just not a very good unit, but after comparing notes with another AH owner; I have discovered that the problem is not inherent in the design and my unit is louder than it should be.
I bought the unit Sept of 2014 so assuming the warranty is for 3 years or less, it is out of warranty.

 

[ematthews]

Very good. Sad to say I have used them with a few of my Products. In fact, my P5 is headed back to them as we speak.

 

[KEW]

Very good. Sad to say I have used them with a few of my Products. In fact, my P5 is headed back to them as we speak.

What is best method of contact? Phone? Email?
I have learned that some companies seem to offer better support one way or the other!

 

[ematthews]

I have always emailed them first. Then if needed we can talk on phone. I was the first to help them with the Alps volume issue in the P5. That intelled a few phones calls to work it out. Since I helped them they hooked me up. Great company and service.

 

[slipperybidness]

Very good. Sad to say I have used them with a few of my Products. In fact, my P5 is headed back to them as we speak.

We did advise you to dump that P5 well before this next problem popped back up.

For what it's worth, I'm the member that reported that my zCD is dead-silent (no mechanical noise).

But, my zCD does run fairly hot, especially for a CD player.

 

[ematthews]

We did advise you to dump that P5 well before this next problem popped back up.

For what it's worth, I'm the member that reported that my zCD is dead-silent (no mechanical noise).

But, my zCD does run fairly hot, especially for a CD player.

Different issue. This time the sub controls stopped working. My Marantz gear is now running my system.

 

[slipperybidness]

@KEW

How is the heat on your zCD?

I'm not saying that mine is terrible, but I am saying that it does run hot. Not hot like an amp, but hotter than any other CD player that I ever used. I'm thinking it is just the small form factor and a real power supply in there.

 

[slipperybidness]

Different issue. This time the sub controls stopped working. My Marantz gear is now running my system.

Different issue, but it still turned out to be good advice to dump it and run.

It really is a shame too. I do like Parasound gear.

 

[TLS Guy]

Very good. Sad to say I have used them with a few of my Products. In fact, my P5 is headed back to them as we speak.

I don't think this is good service. Look at the inconvenience this has caused you.

With a problem like that a manufacturer should realize they have two options.

1). Buy them all back and junk them.

2). Recall them all and install a redesign of the problem circuit.

Option 2 is what Peter Walker did when a problem became apparent in early production of the 33 preamp. It was fixed permanently for those customers and pronto.

John Deere have always had this policy in their famous "Contract with the Farmer." The early model G tractors had too small a radiator and overheated. There was not room for a larger radiator, so John Deere bought them all back and junked them.

The odd one was not sent back and if you find one you have won the lottery. They are very valuable because of scarcity!

 

[ematthews]

Different issue, but it still turned out to be good advice to dump it and run.

It really is a shame too. I do like Parasound gear.[/QUOTE

I love a 2.1 preamp with sub controls. I am very limited in what I can buy. Outlaw has something close. Hints why I am looking at the Marantz Prepro..

 

[highfigh]

Different issue. This time the sub controls stopped working. My Marantz gear is now running my system.

Does the sound continue when the position of the switch is changed, or does it just continue to play full-range?

 

[ematthews]

I don't think this is good service. Look at the inconvenience this has caused you.

With a problem like that a manufacturer should realize they have two options.

1). Buy them all back and junk them.

2). Recall them all and install a redesign of the problem circuit.

Option 2 is what Peter Walker did when a problem became apparent in early production of the 33 preamp. It was fixed permanently for those customers and pronto.

John Deere have always had this policy in their famous "Contract with the Farmer." The early model G tractors had too small a radiator and overheated. There was not room for a larger radiator, so John Deere bought them all back and junked them.

The odd one was not sent back and if you find one you have won the lottery. They are very valuable because of scarcity!

They have some issues. Parasound found it and fixed the Alps volume. All of them..I haven't had the issue since they replaced the unit with a completely brand new unit with the updates. Their CS is outstanding even though they have to deal with their design/engineering team issues. You can't take that away from them. Each time they have gone above and beyond. Yes I am without my preamp again but if they didn't do everything and then some then I could fault the CS. Two entirely different departments.

 

[slipperybidness]

I don't think this is good service. Look at the inconvenience this has caused you.

With a problem like that a manufacturer should realize they have two options.

1). Buy them all back and junk them.

2). Recall them all and install a redesign of the problem circuit.

Option 2 is what Peter Walker did when a problem became apparent in early production of the 33 preamp. It was fixed permanently for those customers and pronto.

John Deere have always had this policy in their famous "Contract with the Farmer." The early model G tractors had too small a radiator and overheated. There was not room for a larger radiator, so John Deere bought them all back and junked them.

The odd one was not sent back and if you find one you have won the lottery. They are very valuable because of scarcity!

At the very least......stop selling new ones until the problem(s) is/are corrected!

 

[ematthews]

Does the sound continue when the position of the switch is changed, or does it just continue to play full-range?

In the on position you get no sub sound. In the off position it's full range and works. I have always used in in the on position using the preamp sub controls. The main speakers section works in both positions like it should.

 

[slipperybidness]

Yup, I gotcha.

But is it a bias? Is it a bias that may have no basis in reality?

I'm just saying that this has caused more trouble than it is worth!

I'll take a rock solid piece of gear that omits a bell and whistle, vs a feature-packed but unreliable piece of kit, any day.

 

[ematthews]

At the very least......stop selling new ones until the problem(s) is/are corrected!

I was told that was corrected during production of all new units when they found the fault.

 

[ematthews]

Yup, I gotcha.

But is it a bias? Is it a bias that may have no basis in reality?

I'm just saying that this has caused more trouble than it is worth!

I'll take a rock solid piece of gear that omits a bell and whistle, vs a feature-packed but unreliable piece of kit, any day.

I am leaning towards that ship now. If I only had one system, I would be very frustrated.

 

[slipperybidness]

I am leaning towards that ship now. If I only had one system, I would be very frustrated.

For what it's worth.....my ~20 Year old Parasound 1206 has been a rock-solid amp!

And, I really like the zCD too.

 

[ematthews]

For what it's worth.....my ~20 Year old Parasound 1206 has been a rock-solid amp!

And, I really like the zCD too.

Kind of like my 1967 VW Type 1 is better built and still running vs my 2016 Golf R..

 

[KEW]

@KEW

How is the heat on your zCD?

I'm not saying that mine is terrible, but I am saying that it does run hot. Not hot like an amp, but hotter than any other CD player that I ever used. I'm thinking it is just the small form factor and a real power supply in there.

I have never really checked the temp. It is generally across the room from me.
I'll check it!
(not sure how much it needs a "real" power supply! I have some old cheap walkman style units that are still running fine and don't think they suffer from sound quality issues. Maybe if you use it for a headphone amp?)