Hi everyone,
I contacted customer support over a week and a half ago but haven’t received a response. I’ve also sent several reminder emails, but nothing, no response either.
Could you tell me if these long wait times are normal, and if there’s a way to get a quicker response?
I understand that repairing defects under warranty isn’t financially beneficial, but from a company that charges premium prices for its products, I expect premium support as well. I don’t think this applies to Neural DSP, at least not yet. I’m always open to changing my mind if they start treating customers, who find defects in products they’ve paid fairly high prices for, as they should.
If someone can intervene would be very good. I need to solve this issue with my Quad Cortex. I try to send mail from two different email address of mine so i don’t know how can be possible that my my message isn’t getting thru. Thanks a lot for your answer.
@Lucabelfioremusic
I have forwarded your contact details and a link to this thread directly to support. Good luck and hope they can get you resolved quickly!
I had the same issue. And a moderator ended up escalating my issue. I will be honest. I was very happy for the moderator to help me out. But even after they contacted me it was a back and forth waiting for emails, It took me a month to get the unit worked on and back in my hands. Then it still didnt work right. Dealer swapped it for me for a new one. No problems yet. But If I do Im going back to the dealer.
This is the second issue for me. They’ve already replaced the switch board because it wasn’t working. The dealer (Thomann) where I bought it, told me to contact Neural DSP directly to find out how to proceed. They’re willing to take it on, but they need to get approval from Neural DSP to proceed. The fact that this problem exists in other units should speed up the process, as they should know how to fix it (although, from what you tell me, they haven’t fixed anything on your Quad Cortex) or should authorize the replacement of the unit. If I don’t receive a reply from support in the next few days, I’ll contact the dealer again to see how to proceed.
The same thing you described happened to me with the first problem. I sent it in for repair, it came back with the same problem, and sent it back again to support, who finally fixed it. But apparently that wasn’t the only problem with this unit. Thanks a lot for your message. It was very informative, especially regarding what to say to the dealer and technical support if I didn’t get a satisfactory answer.
PS. Could you tell me the dealer (even if is located in the US I suppose) you purchased the unit from? Thank you very much.
No what happened with me Is i had a unit made in 2023 that I purchased march of 2024. I contacted neural and they replaced the screen but it came back with more issues than when it left as well as some of my complaints not being addressed at all like it not connecting to wifi. And input #1 had no retention on it anymore. Like you plug the guitar into it and you didnt know if it would fall out.
So I contacted the dealer I got it from and they agreed to a courtesy swap. So the newer design is the one that I have and it works great. I havent had any issues at all with it. In fact so many things were different thats what made me wonder if something had changed internally and it did. But that could be the fact of having a defective unit vs a working unit and not necessarily the design change.
The issue is, there are WAYYYY more old design units than new design units. You would think they would refine it in a way to eliminate the older problems of the previous generation but only time will tell if that is the case. To be honest, Im kinda scared to use it because I dont want to have an ussue with it. Because im very much on the fence of selling it and giving my plugins to anyone who wants to pay an ilok tranfer fee.
I got my unit from sweetwater. As for repairing old units I think the issue is just how careful you have to be to do the work and not damage anything else. There is a LOT to take apart. I mean you have to unglue a large Capacitor that is attached to one board and cemented to another. To do all that hand disassembly and reassembly? I would ask for a new unit. Especially being your second issue.
And I will note that my unit was sent for repair in california. Neural did not have me send it to their headquarters. So I dont know what third party did the work. But I wouldnt let them fix a bent spoon.
Thank you so much for this valuable information. We purchased our Quad Cortex around the same time. It could have been a batch of defective units. This often happens in consumer electronics manufacturing. Of course, with products this expensive, you expect better quality control. Thank you again. I’ll wait a few days and contact again the dealer I purchased the product, mentioning this conversation as well.
I have no idea, I think that if you open your unit you can read on the board which rev. is. Usually on electronic device works like this. Or by serial number.
look through the bottom vent of your unit. IF you have a 2" capacitor and white wiring looms its the older version. If you look in the vent and you see gold/copper covered self magnetic rejection ribbon cables and a lack of capacitor bridged from the footswitch board and glued to the I/O board you have the latests version.
