Roon Support, or lack thereof

Nucleus Plus went offline a couple weeks ago at less than a year old. Went looking for Roon support but there is no contact info for phone, chat, email etc. Instead, you are supposed to post your issue on the "Roon Labs Community" website where they expect other members of the Roon community to actually do the troubleshooting rather than they themselves getting involved. I found a wonderful guy who helped me troubleshoot and came to the conclusion that the box was dead. I waited another day or so for someone from Roon to notice and when they did not, I went to a different thread, got the contact info for a Roonie who was helping someone else and private messaged him. It took another few days for them to finally issue an RMA. I just found out they had to replace the motherboard under warranty.

I find this approach selfish and not customer-oriented. I paid retail for the unit and continue to pay a not-insignificant subscription fee. Xfinity, Verizon and other subscription services have a much more responsive approach. While I appreciate the efficiencies for them, it was only frustrating for me. If they think this is a good idea, they need to do a better job of surveying their forum and identifying those who need help. I didn’t realize I needed to beg.