Dear @mp10019 (Michael)
I just became aware of this thread, and I'm really sorry for your perception of the service you received. I tried to investigate what happened and it appears that the way the DAC came to us (was simply handed to the booth attendant at the NY Audio Show without properly being logged for repair nor RMA issued) caused a confusion as it wasnt properly labeled or put aside. It also seems you did have communications with Adam of techsupport prior to 12/16. We spoke a little after you wrote above post and we dropped off replacement DAC at your apartment in Manhattan after that.
It's also true we are a small Company with very rapidly growing sales and we are responding to the challenge to beef up our customer service, especially during trade shows (we just did NAMM in Anaheim and CES prior to that - so some of these post may have had not being answered immediately then) and also to be better prepared to quickly expedite sales during surges such as the Xmas season. I apologize to anyone who wasn't able to get through or had to wait too long, I hope the experience is improving an will be a smooth sailing for everybody soon. We are in business, we have fantastic products and our sales are growing rapidly. Improving the response time and service is our priority now. Also , to put all the above in perspective we have sold approx 1500 Brooklyn DACs in 2017, so the percentage that needed any service was very small. Great majority of our customers are very happy with Brooklyn DAC or DAC+, particularly with its sound and positive Tidal MQA experience. We are in Brooklyn, New York 10-6pm and the tel nr is 347 384 2687 and support ticket system here is generally answered within 24 hrs:
https://mytekdigital.com/ost/open.php
We have also just fired up Mytek product forum:
https://mytekdigital.com/forums/
and will be working towards making this another rapid communications tool.
Sincerely, Michal Jurewicz, President and Founder
I just became aware of this thread, and I'm really sorry for your perception of the service you received. I tried to investigate what happened and it appears that the way the DAC came to us (was simply handed to the booth attendant at the NY Audio Show without properly being logged for repair nor RMA issued) caused a confusion as it wasnt properly labeled or put aside. It also seems you did have communications with Adam of techsupport prior to 12/16. We spoke a little after you wrote above post and we dropped off replacement DAC at your apartment in Manhattan after that.
It's also true we are a small Company with very rapidly growing sales and we are responding to the challenge to beef up our customer service, especially during trade shows (we just did NAMM in Anaheim and CES prior to that - so some of these post may have had not being answered immediately then) and also to be better prepared to quickly expedite sales during surges such as the Xmas season. I apologize to anyone who wasn't able to get through or had to wait too long, I hope the experience is improving an will be a smooth sailing for everybody soon. We are in business, we have fantastic products and our sales are growing rapidly. Improving the response time and service is our priority now. Also , to put all the above in perspective we have sold approx 1500 Brooklyn DACs in 2017, so the percentage that needed any service was very small. Great majority of our customers are very happy with Brooklyn DAC or DAC+, particularly with its sound and positive Tidal MQA experience. We are in Brooklyn, New York 10-6pm and the tel nr is 347 384 2687 and support ticket system here is generally answered within 24 hrs:
https://mytekdigital.com/ost/open.php
We have also just fired up Mytek product forum:
https://mytekdigital.com/forums/
and will be working towards making this another rapid communications tool.
Sincerely, Michal Jurewicz, President and Founder