Andrea technical support Options

[Alice]

Sorry to have only something negative to say today but I think the forum needs to know about my experience. I purchased an ANC-600 mic and a USB adaptor. I've had serious problems with these items such as radio interference with the mic and the USB adaptor powers down my PC. As well as working with you folks, I've been trying to get the benefit of andrea's technical expertise on their own products. I have called and emailed their technical support repeatedly over the last two months. To date, I have not even received an acknowledgement of my messages, let alone technical help. I currently am the owner of $120 worth of equipment that I cannot use or return. (That's nothing to sneeze at for someone who hasn't had a paycheck in 14 months.) I even emailed Andrea to tell them that I would put a post on this forum if they didn't at least acknowledge my message, and they still didn't reply. I wanted to buy the best I could find in the hope that it might help me to get back to work, and I know a lot of you have had great results with Andrea products. However, I wanted you to know what kind of response you can expect if you have technical problems with their products. Sorry for the downer.:-(

Alice

[Alice]

Marty

>>>I am not going to say you do not have these problems but I have never heard of them before and I have dealt with thousands of the USB pods and the Andrea ANC microphones.>>>

Thank-you, because these problems are making me feel crazy enough as it is:-)

>>> Please tell how you are getting radio interference and what you mean by that?>>>

I get uncontrolled dictation into my documents and when I listen to the system sound recorder, I am picking up a radio station, loud and clear.

>>> Is the Andrea USB pod or cable for the pod near any electrical source or wire?>>

I am not an electronics person so I am not really sure how to answer that question except to say, sure, my computer is near an electrical outlet and there is all the usual clutter of cables and wires associated with computer paraphanalia. My stereo is in the same area but early in this process I moved the computer to an inside wall in the apt, away from stereo, tv, etc. No difference. Actually, the Andrea mic picks up the radio without the USB pod. But the USB pod, which does eliminate some electronic noise, actually enhances the radio reception.

>>> How can a USB pod power down a personal computer?>>>

You got me, but it occurred 9 times in one evening and not just the one pod. I had a second Andrea pod and they both had the same effect in the top 2 ports. I can run my scanner off of either of those ports with no problem. And I can run the USB pod off the bottom (third) port with no problem.

>>>Have you tried calling the Andrea's customer support number and 1800 442-7787 and choosing option three for customer support?>>>

I have spoken to customer service, no problem. But when they exhaust their information, they tell me that I have to deal with tech support, which is correct because the problem is clearly beyond cust suport. they escalate it to tech support but I never hear back from tech support. I also email tech support directly but they have never even acknowledged receipt of one of my emails.

>>> They have been very busy lately and sometimes you have to wait several minutes for response.>>>

Three months is too long:-)

>>>The easiest way to tell if the problem is the Andrea USB sound pod or the Andrea ANC 600 microphone is to try these devices on another computer (a friend or relatives).>>>

I'm not suspecting an actual "problem" with the mic. Its more of a challenge and I would have thought that Andrea would be interested in this challenge, particularly as it renders my Andrea equipment unusable. Aside from the powering down issue, my main concern has been how to mitigate the radio pick-up. As the developers of the mic, Andrea seemed in the best position to diagnose and recommend a solution. The issue is that the mic is too good or that some electrical situation in the home is a problem. This is something differecnt from saying the mic is defective. but to resolve this, Andrea needs to be interested in me and my problem. And that's what seems lacking.

Alice