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#130522 - 12/12/2002 07:40 Technical Support Christmas shutdown
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
Today is the last day that I will be accepting players for service before Christmas. I currently have seven players awaiting repair and should be able to have them all repaired and returned before Christmas.

Any player received from now on will not be able to be returned earlier than mid-Jan.

If you have emailed me in the past week requesting a repair, you should receive a reply today or tomorrow.

If I have sent you shipping paperwork recently and have not yet shipped your player, PLEASE DO NOT SHIP IT NOW. email me and let me know - I will then let you know when you can ship your player.

I realise that a lot of player warranties will be expiring over this and next month, so if your player develops a fault while support is closed, email me with details and I will honour your warranty *for that fault only* even if the player is returned after the warranty has expired, up to a maximum of 30 days.

Let me know if you have any questions or if anything needs clarification.

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#130523 - 12/12/2002 08:23 Re: Technical Support Christmas shutdown [Re: David]
Anonymous
Unregistered


I've been meaning to email you about my player. The warranty expires sometime in January. What email should I send it to - david@empeg.com or carsupport@riohome.com?

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#130524 - 12/12/2002 08:28 Re: Technical Support Christmas shutdown [Re: ]
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
Either address will get to me.

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#130525 - 12/12/2002 09:09 Re: Technical Support Christmas shutdown [Re: David]
Anonymous
Unregistered


Ok, I emailed you at david@empeg.com.

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#130526 - 20/12/2002 12:26 Re: Technical Support Christmas shutdown [Re: David]
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
Support is now closed until Jan 2nd.

If you have been expecting an email response, you should have received it today. Any email received from now will be answered in the new year.

Some changes to how support operates will be occurring in the new year too. I'll provide full details then.

Happy holidays

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#130527 - 20/12/2002 12:54 Re: Technical Support Christmas shutdown [Re: David]
JBjorgen
carpal tunnel

Registered: 19/01/2002
Posts: 3584
Loc: Columbus, OH
Some changes to how support operates will be occurring in the new year too. I'll provide full details then.

Uh-oh...the suits at SB must have found out that David was actually providing good support. We can't have that can we...
_________________________
~ John

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#130528 - 20/12/2002 13:16 Re: Technical Support Christmas shutdown [Re: David]
Laura
pooh-bah

Registered: 16/06/2000
Posts: 1682
Loc: Greenhills, Ohio
Should we just wait till after the first to send the info you wanted then? I had planned to send off an e-mail this weekend.
_________________________
Laura

MKI #017/90

whatever

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#130529 - 20/12/2002 13:32 Re: Technical Support Christmas shutdown [Re: Laura]
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
I usually answer email in date order, so the sooner the better.

The changes won't affect the info I need from you, just the shipping documents I need to give to you.

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#130530 - 20/12/2002 13:35 Re: Technical Support Christmas shutdown [Re: JBjorgen]
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
When we were first taken over by SB I did worry that we'd have to change the way we handle support. I was most concerned that we'd be asked/told to start our emails with 'Dear valued customer' and have a 10-page auto-reply with no actual useful information in it.

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#130531 - 20/12/2002 14:24 Re: Technical Support Christmas shutdown [Re: David]
darwin
enthusiast

Registered: 10/01/2002
Posts: 205
David, thanks for shipping out my player! I got it today and it works great. I'm glad it was just a fuse instead of the display going bad, I don't think I would have been able to replace that tiny fuse myself.

Is there anyway we can purchase extended warranties, like $50 for 3 more years or something like that? I'd definetly be interested.

anyone else? or is it even possible?


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#130532 - 20/12/2002 16:13 Re: Technical Support Christmas shutdown [Re: darwin]
papinist
member

Registered: 30/12/2001
Posts: 119
Loc: Italy
Oh, an extended warranty would be great, but I doubt SB would continue to handle an 'old and discontinued product' like the empeg...

BTW, Merry Christmas and Happy New Year to David and all the Empeg guys!
_________________________
Stefano

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#130533 - 20/12/2002 16:26 Re: Technical Support Christmas shutdown [Re: darwin]
David
addict

Registered: 05/05/2000
Posts: 623
Loc: Cambridge
Sorry, no extended warranties. Even if they were available, we'd not cover shipping costs and that's usually 50-100% of the cost of most repairs.

Even when SB stops supporting the player, there will probably be people in the user community that can offer repairs and upgrades.

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#130534 - 20/12/2002 16:42 Re: Technical Support Christmas shutdown [Re: David]
Laura
pooh-bah

Registered: 16/06/2000
Posts: 1682
Loc: Greenhills, Ohio
I just sent you the info you wanted. I'm good at procrastinating
_________________________
Laura

MKI #017/90

whatever

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#130535 - 20/12/2002 18:51 Re: Technical Support Christmas shutdown [Re: David]
elvis
enthusiast

Registered: 18/01/2002
Posts: 270
Loc: Arizona USA
You could open your own repair shop...
_________________________
Elvis

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