I will just copy past my emails with Micca customer service so far. It has been nothing short of pitiful. I was involved in this forum a long time ago back when the EP950 came out and decided to purchase it from Amazon. Now there are so many posts I can't keep up! Anyways, I noticed Jack@Micca was really working with consumers and trying to get these bugs worked out so I decided to buy the EP950. Well anyways the following is my experience with Micca customer support:
(Sent January 8th) So again I am sending a new email to Micca support because I have got NO RESPONSE in over a MONTH! Someone over there PLEASE HELP ME. This is the most unprofessional customer service I have ever encountered. My original email was asking what I need to do to exchange my EP950 for one that does not have the stuttering and power on/off issue, as I knew this was a problem in mine days after I bought it. I was involved in the forum talk with JACK@MICCA when the product was working out the bugs and what not. I knew I was taking a bit of a risk buying the EP950 but I realized how much JACK@MICCA was listening to the consumers and helping get the problems and bugs fixed. Soon after I received the unit I was aware of the stuttering issue it had and also the power on and off issue. I have one of the original units with the 1186 chip. The problem was in the Realtek chip I believe. You guys finally found a solution to the problem as it was a hardware issue that could not be fixed with a firmware update. JACK@MICCA said that people would be able to send the unit back in and get one that had the new hardware and also said that Micca would pay for the shipping or throw in a dongle unit for WiFi. I have waited awhile to send mine back for a couple reasons: One, I wanted to make sure all the bugs were worked out so I decided to wait awhile. Two, I am a foreman at a fence company in the summertime and I was extremely busy and pushed it off until about a month ago when I first emailed you guys. Three, most importantly, the EP950 came with a ONE YEAR warranty. I feel like you guys don't even care about your customers at all at this point. I have spent days reading and typing my thoughts and opinions concerning the EP950 and what do I get in return? Pretty much a slap in the face. I get a one sentence response saying "The series of exchange happened earlier this year and we no longer offer free exchange." THAT'S IT. You guys could not even tell me what to do after that point not to mention reply to any of my emails after that was said. You never fully answered my question or told me what I needed to do for the exchange! Again, I paid $150 dollars for the unit that came with a one year warranty! It almost seems like you guys are trying to ignore me until my one year warranty is up. What else do I need to do to get you guys to understand my concern and respond to me? I don't know who is in control of the support or help over there but it has been nothing but a headache for me. I am attaching my original replies to my original support email. I am also going to send this email from another email account for good measure. Here are the details of my order: Order #: 103-9045745-3472261 Order Date: February 26, 2012 from Amazon.com. I paid 149.95 plus tax and shipping. Today is 1/08/2013 and I have spent over an hour and a half typing this, yes I am slow typer (sometimes in the head too). Can you please do the right thing and make this right for me? All I want is a non defective unit and instructions where, when, and how to send it. I have the original box with foam and everything that came with it. Please if you can not help me give me to someone who will. Please respond ASAP. I am counting on you guys to make this right. I have only praised Micca up until this experience. Sincerely, Brady Sparks (sparkfuzz)
OKAY IT IS JANUARY 2nd TODAY AND I HAVE NOT GOT A RESPONSE SINCE NOVEMBER 29TH! I paid 150 dollars for a product that doesn't do what it is supposed to do and I patiently have waited on a response on how to get one that works, but I have been completely ignored here. I was told to respond to this email and not send a new one yet I have not got a response in over a month! THAT IS UNACCEPTABLE! I WILL NOW FORWARD THIS AS A NEW EMAIL TO MICCA SUPPORT BESIDES JUST REPLYING TO MY ORIGINAL TICKET. PUTTING CUSTOMERS ON THE BACK BURNER IS NOT PROFESSIONAL! WHAT DO I NEED TO DO TO GET A NON-ISSUE EP950? I have not even had this thing a year. I keep repeating myself PLEASE READ BELOW AS NOBODY SEEMS TO WANT TO ANSWER MY SIMPLE QUESTION WHEN I REPLY! YES I HAVE BEEN WAITING OVER A MONTH FOR A RESPONSE!!! My original ticket number is #997182
On Thu, Dec 27, 2012 at 4:04 PM, Brady Sparks wrote:
COME ON MICCA! What is taking so long????? Show a little care for your customers! I spend my time addressing my concerns and waiting patiently and all I get in return is NOTHING!? Can the person handling this email please forward this to someone who cares. If you cant help me then I want to talk to someone who will. If emails are no use then give me a phone number so I can call and talk to someone who will help me.
On Mon, Dec 24, 2012 at 1:54 AM, Brady Sparks wrote:
Okay this is getting a little ridiculous. I have waited patiently 20 more days and I have not heard from you guys. I really thought this company was more professional than that. Half of the reason I purchased from Micca is because of some of the reviews I read at http://www.resellerratings.com
.I want to give positive feedback but the experience so far is not a good one. I am simply asking what I need to do to receive a non defective unit of the EP950. Im not asking for something free I will cover the shipping. Mine has the power on/off issue and the stuttering which you guys fixed with a hardware change. I paid 150 for it awhile back when the player was new. To be honest it should not have even been released to the public due to the the fps stuttering issue which is a big deal in my opinion. The player also does not transfer at 1Gb/sec even though the product is advertised to do so. Though that speed would be nice its not a deal breaker for me, I just want one that does not stutter. Again, what do I need to do to get a NON DEFECTIVE UNIT? Thank you, Brady Sparks (sparkfuzz on www.avsforums.com
On Tue, Dec 4, 2012 at 3:19 PM, Brady Sparks wrote:
I now have waited 5 days and no response. Almost 10 days total. I just want to send my unit in to get a non defective unit. Can you please help me Micca...
On Thu, Nov 29, 2012 at 8:53 PM, Brady Sparks wrote:
Ok so i have to cover the shipping to get a non defective unit? I have had the thing for less than a year and have all the original packaging. I was involved in the forums awhile back while you guys were still working out the bugs. I would hope your not telling me i am stick with a bad unit. It stutters and i could see this from day one. There is a hardware change to fix this along with the power on off issue. Can you please let me know what i need to do to get a good ep950 that didn't get recalled.
On Nov 29, 2012 2:46 PM, "Micca Store" wrote:
> Brady Sparks,
> Our customer support team personnel has replied to your support ticket [#997182]. The message is as follows:
> ---- Begin Message ----
> The series of exchange happened earlier this year and we no longer offer free exchange.
> ---- End Message ----
> If you wish to send additional comments or information regarding this issue, please reply directly to this email. Please do not send a new email (i.e. clicking "new" instead of "reply") as this would create a new ticket and cause delays.
Anyway that is how they are treating their customers right now... I remember you Eagle_2, I see you are having similar experiences. After reading some things I would prefer a full refund if they will not take my unit back and replace it with a non defective one. What is the point of a warranty??????????????