Anybody answering emails at Bryston?
 

Hi,

Is anybody answering emails at Bryston tech support or customer service or is it better to get on the "blower" with them?

Thank you.

I’ve never had a problem getting help by picking up the phone to them. Their customer service is excellent.

Good to know. I was able to resolve my concerns with the help of some good people here. Next time I will call instead of email should I need their assistance in the future.

Similar recent experience here. I used the tech support email first from their website. Then I followed up about a week later with a phone call (which was last week). Master Lu encouraged me to call. He assured me that the BDA-3s are usually problem free.

Bryston's tech Adam helped me upload and install beta firmware on my BDA-3, to resolve an issue playing DSD files on JRiver MC27 via USB. He stayed with me on the phone as I installed and verified the problem was resolved.

I was hoping Bryston would live up to their reputation here with tech support after the sale. I was not disappointed and happy that I purchased my first Bryston product.

Cheers! :thumbsup:

Anybody answering emails at Bryston?
 

I gather they are short staffed, as things have gotten worse in the last 6 months.

In the current environment, if there’s no quick answer from them it goes to the bottom of the pile and I never hear back. If you have a critical issue they will probably reply immediately, but the more nuanced or subjective issues don’t even get an acknowledgment. This low-hanging fruit approach doesn’t work for me, because I don’t like to call them for intermittent or minor issues.

The one time I called to escalate my issue someone else answered and said Mike was working from home (Covid lockdown time) and I should email him, which I had already done.

Bryston Service
 

I have owned several Bryston preamps and power amps over a 23 year period. I’ve had only a couple of service issues with these units and Bryston customer and repair service was first rate. Their over-the-phone and email support for any issue that I have had in the past has always been timely and knowledgeable. I think Bryston is the customer service industry leader. And they really do honor their 20 year warranty.

Blame COVID at this point.

I've always had fantastic service with Bryston! They even remoted into my BDP and fixed a problem I was having.

It's not only Covid there's also a chip shortage. I just received my 3B Cube amp after a 3 month wait. They're doing the best they can under difficult circumstances. By the way the amp is fantastic!!