Well, the warranties are up on all my empegs. I never thought it would happen. It's just too soon! I imagine most people will be out of warranty in the next few days. If there's anything wrong with your empeg, mail support quick!

The good news is that theres a huge wealth of info and expertise on this board. It's unlikely that your empeg will ever die! Someone will always be able to fix it or advise you.

Yup, My first empeg just passed out of warany a few days ago, so as soon as I get some time I'm going to pull out the old toolkit and have a look-see inside. "Number Two" is still covered until mid march, and I suspect it's one of the absolute last players shipped out.

Matthew

Whats the average time to get a response from support now? I emailed over a week ago about a "No Hard Disk Found" error I have been getting and other than a generic response, I haven't heard anything.

Rob S. has been responding rather quickly, about a day or so. Did you use [email protected] ?

Yea, I did. Perhaps he's just going to send me a replacement IDE cable and no further communication was needed until after we see if that solves the problem, dunno.. I did get a generic sort of email back telling me they were busy and there was a "delay in the handling of queries."

No big deal.. the player works most of the time. Guess I can keep waiting it out.

Yes the warranty may be gone but it wasn't designed to die 1 day later

I've been waiting about a month. I emailed David, and then David said Rob was taking over and Rob would email me, but I haven't heard anything since then.

I finally got an email back from them about a week ago. It seems the transition didn't go as smoothly as expected. Hang in tight, patience is a virtue.

I don't know how much troubleshooting you've done, but a similar issue I had on one of my units was solved (or at least, has not recurred) by pressing the IDE cables in tighter. I think there were jarred from a pothole. Worth a shot.

John

Don't feel bad. I've reported problems with BOTH my empegs well over a month ago. Any time I get an email from them it's "sorry, wait just a little longer."

3 months after I recieved my empegs support was awsome. Now it's terrible. I'm not faulting any individuals, just making that observation. And given that, I'm not sure I'd want to be an SB customer again...

I don't think the comparison is really fair, and isn't related to SB's customer service (or problems with it) in other areas. David wanted to move on; the products are pretty much all now out of warranty - like it or not, commercially this does mean things will get scaled back.

Support has been in transition for just over a month, and there was a dead time with no support at all which spanned chistmas and new year, which also doesn't help if you mailed a month ago.

Hugo

Sorry for support delays, which are annoying for all of us. I won't dive in to a long list of excuses, but there have been lots of transitional glitches such as our company VPN not working worth a damn from the Netherlands, and our couriers making it difficult for us to do third party billing.

I believe Rob has had email up and running for some time now, and if you have not received any reply at all to an email sent a long time ago the chances are there has been some confusion in the hand over. Please resend that email.

If you have received a "please wait a while" response, be assured we're working hard to clear those as quickly as possible.

Thanks for your patience.

Rob

Thats a nice reminder for me as well. I was waiting until after my warranty ran out before prising open the case for a drive upgrade and the various tweaks.
I may even go for the button light upgrade as well. I mean, thats what the spare is for isn't it ?? ?

Indeed.

I wish you luck on the button light upgrade. I'm trying to do it myself. The waiting list is pretty long (9 months and still waiting...)

Yeah, I've been waiting since mid December to hear about a "new" empeg I purchased that came with a dead hard drive. But, I'm confident that my email is on file somewhere and that it will be gotten to. Ok, so it;s out of warranty, but I sent the service request when it WAS in warranty. David mentioned that he'd honor the warranty on claims submitted before the new year. So, I trust that my situation (and everyone else's) will be fixed... eventually. Patience.