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Harsain
75
Feb 13, 2016
@CEntrance_Dave @CEntrance really disappointed with your support and a warning to all this doesn't have any warranty. i received a faulty device contacted massdrop was offered refund as @CEntrance doesn't have warranty on this custom item. emailed @CEntrance no reply till date. Just want to warn everyone think before you buy
HarsainWe fully support all of our products! Sorry you didn't get a reply. Please email us again, not sure what happened there. Info at CEntrance dot com.
We totally stand by our products and will repair/exchange as necessary. Over a thousand satisfied customers to date just for DACport Slim!
Harsain
75
Feb 14, 2016
CEntrance@CEntrance so you are saying you never refused @Massdrop to replace my defective unit?
As the reply I got states something else:
Going forward, the only options available are to wait for the new drop to ship from us as the vendor will include your replacement with that order, or cancel your order for a refund. Again, the vendor will NOT ship us a single item, regardless of it being a warranty item, and they are not giving us many options.
This is what Massdrop informed me, can you clarify that when you say you support how?
HarsainContact us directly and we will help you out. Not sure what is driving MD's response.
Harsain
75
Feb 15, 2016
CEntrance@CEntrance as mentioned I did email and even called you guys and left multiple voicemails but all in vain. Now the unit is with Massdrop I have nothing but if you say I will email you guys again
HarsainYes, please do. Please add your Massdrop handle Harsain in the body of the email. Send your email to info @ centrance . com
ApolloSharp
17
Feb 15, 2016
HarsainSounds like Philips level customer service. Guess I'll stick to Schiit
Sagacious
124
Feb 15, 2016
ApolloSharpActually it seems like CEntrance was being helpful and that there was an issue with Massdrop communication and or lost emails with CEntrance. How does this make Schiit better? Are you claiming Schiit has better customer service? To air some Schiit... I had a problem with compatibility between a couple Schiit devices and only them with digital noise issues hooked up on the same rig with exhaustive details on setup/ rig and diagrams cable specs etc. and after a few emails never got a resolve more than generic tech support responses essentially blaming my system when in fact other devices were fine only the Schiit were causing excessive digital noise together. Oh yeah they sell a Wyrd for USB interface design shortcomings. I suggested it be forwarded to Jason and Mike and I certainly didn't get Mr Moffet or Mr Stoddard replying saying we will dig in further and help you resolve it.
I know with Schiit you only get voicemail and have to email them for support but when I called CEntrance pre-purchase I was immediately answered during business hours by a very knowledgeable person who answered all my questions including an extremely technical one. Maybe I was extremely lucky but I do not understand what championing Schiit or defaming Phillips has to do with this particular problem between CEntrance, MD and this customer.
ApolloSharp
17
Feb 16, 2016
SagaciousExcept the customer said he tried contacting the company (not Massdrop) multiple times in multiple ways, and only got a response when he complained where people could see. Shill harder dude.
ApolloSharpWe don't know what happened there. Meantime, we are human and we are doing our best. When the email comes we answer. When the phone rings, we speak. Office: 847-581-0500. Give us a call (daytime hours, Chicago time, please).
ApolloSharp
17
Feb 16, 2016
CEntranceIf I were you, I'd be figuring out how your support let a paying customer fall through the cracks like that instead of saying "We just don't know"
tedhersh
40
Feb 17, 2016
ApolloSharpIs it possible that the customer made an error? I find it hard to believe that CEntrance customer service just deletes or ignores emails. Perhaps you should stop giving advice about something that has nothing to do with you and you weren't involved with.
Mass
24
Feb 17, 2016
tedhershI sent an email to CE last week asking some questions about the DACport Slim but I have yet to hear back from them. Kinda disappointing.
ApolloSharpThank you for your participation. The customer emailed us yesterday, we received the email and are working with them to address the issue.
ApolloSharp
17
Feb 18, 2016
tedhershSince I'm a paying audiophile consumer who has to decide the best way to spend his money, I would say it very directly concerns me, so I'm gonna go ahead and give all the advice I want to give, and first and foremost is beware of any company who isn't 100% serious about customer service. Perhaps you should research your purchases more wisely.
ApolloSharp
17
Feb 18, 2016
Masstedhersh has decided he does not want to do his homework. Just a quick glance through CEntrance product reviews on Amazon reveals that this hasn't been the first time their customer service has failed entirely. Perry Patetic reviewed the CEntrance AxePort Pro Blue and recounts his experience with customer service ignoring his email, and N. Plagman reviewed the CEntrance MicPort Pro, in the comments recounting how he was ignored by customer service.
If a company doesn't care enough about their customers to make things right, then I refuse to do business with that company. I will not buy a product from CEntrance knowing there's a possibility I'll just be ignored and left out to dry.
ApolloSharpNope, you are not ignored. Don't feel that way because of something you read online. We have shipped over 20,000 products worldwide in our 16+ years in business so we've seen and actually tried to help every kind of customer. No company will have a 100% track record, but CEntrance is different because we actually listen, learn and continuously improve.
If YOU personally have any issues, please email to info at CEntrance dot com or call 847-581-0500. We are ready to help.
Don't hesitate to let us know if you have any other comments!
ApolloSharpThank you for your passionate comments. We value all feedback because it allows us to learn and improve. We would be especially interested in your feedback on the actual product, as you are a detail-oriented individual, who spends a lot of time on research and has a literary gift for parabolic narrative. We notice that you have joined Massdrop relatively recently and have only participated in one drop so far, so your caution is understandable. But keep in mind that thousands of other customers have had a great experience with our products and we go to great lengths to make sure they are fully satisfied. We are positive that once you experience the CEntrance difference first hand, you will become a devotee.
Ears
37
Feb 18, 2016
ApolloSharpI'm not too happy about how long it's taken CEntrance to get the Windows 10 driver finalized, but overall, my personal experience with CEntrance customer service has been above average for a small company, and way above average compared to the pathetic excuse for support from many larger companies these days. I've emailed support at both Fiio and Iriver about their players I own, and never gotten a reply from either of them. And I doubt their CEOs have ever participated in user forums like the CEntrance CEO does here.
Sagacious
124
Feb 19, 2016
ApolloSharpApolloSharp:
Wow I thought your name was familiar, You just double trolled me in another forum. I guess I have a not so secret fan. No wonder your profile comments are set to "private".
First off I am not a "Shill" for CEntrance or any other company for that matter. (Extremely insidious accusation questioning my integrity as well as that of CEntrance)
I am a new customer and if you actually understood my questioning of CEntrance it was in fact very harsh initially. My recounting actual customer service experience was factual and was only said to give perspective from another customer as it seems another was having communication issues.
I myself recently got their DACport HD but my due diligence in selecting it has greatly paid off. DACport HD is a Phenomenal sounding piece of gear subjectively. Closest thing to analog direct wire in a DAC I've personally experienced at home.
Why exactly are you here hassling CEntrance when as far as I can tell by your comments on this thread you are not even their customer ApolloSharp. People like you are the reason why COMPANY owners do not typically get involved in forums.
Many of us on Massdrop like having access to a "Chief Designer" so we can get Important Technical questions answered that often times even "Tech support can not answer".
ApolloSharp, your antagonizing non productive regurgitation of ill informed ludicrous non-factual information (Amazon is your reliable source?) and commentary presence is becoming an embarrassment not only to yourself but Massdrop itself.
ApolloSharp you said earlier, "Guess I'll stick to Schiit" but it really seems to stick to you.
SagaciousThe positive energy is much appreciated
ApolloSharp
17
Mar 11, 2016
Sagacioushey thanks for the book I'm not gonna read
ApolloSharp
17
Mar 11, 2016
CEntranceDoesn't really seem like it, you seem more like a "based out of a house, but we promise we're a real company" kind of operation, especially based on all the bad reviews you get
ApolloSharp
17
Mar 11, 2016
CEntranceI won't have issues cause I'm not dumb enough to buy what you're selling
ApolloSharp
17
Mar 11, 2016
EarsSo far he's managed to thinly veil a lot of butthurt, so I rate him 5/10
SomeTechNoob
466
Mar 11, 2016
ApolloSharpThen why are you here?
ApolloSharp
17
Mar 11, 2016
SomeTechNoobI came to check it out, did some research, made one comment and CEntrance and a bunch of other people flew into a frenzy without actually addressing any of the points I made (bad to non-existent customer service). I think, I don't know, one guy wrote me like 12 paragraphs which I'm definitely not going to read. Maybe he secretly works for the company and addressed why customers routinely don't hear back from/are straight up ignored by CEntrance. I don't know.
tedhersh
40
Mar 13, 2016
ApolloSharpThen just go away...Please.
Harsain
75
Mar 13, 2016
CEntranceJust an update on this thread for everyone I still don't have my item nor my money. Massdrop says they will send me the item when CEntrance sends it and CEntrance says they have shipped but they are not in agreement with Massdrop to ship it directly so they can't do anything. So in short I am screwed. Massdrop is unresponsive now and last reply I got from CEntrance's Austin was 2 weeks ago stating he will inquire from Massdrop on what's going on, till now no further information. I had shipped the item back in December and I have been waiting since then for the item
HarsainPlease stand by. We are working with Massdrop support on your behalf.
Harsain
75
Mar 14, 2016
CEntranceThanks
guisess93
143
Aug 25, 2017
Harsainany update bro?
guisess93This looks like an older question. Please email to us: info at centrance.com and we will help figure it out.
Harsain
75
Sep 1, 2017
guisess93yes @CEntrance didn't respond or communicate with massdrop. instead Massdrop sent me a new item which still had the same issue and then i contacted @CEntrance again who informed me that it's not an issue so not sure why massdrop told me otherwise ...
guisess93
143
Sep 1, 2017
Harsainlong story short is your item still isn't fixed yet?
Harsain
75
Sep 1, 2017
guisess93well i issue which i was concerned with is still there ... massdrop did whatever they could but @CEntrance only commented here no action .... they even stopped replying to my emails at the end ..
guisess93
143
Sep 1, 2017
Harsainthanks for the heads-up. I guess I will stay away from this
HarsainCould you please state the issue? I honestly don't remember, it's been over a year. Of course we will support you, but you need to say what's wrong. I emailed you last week but you have not responded to my email. Please respond so we can resolve this. -- Michael Goodman, CEntrance.
Update: Just re-read the 2 year old comments on the thread. You said you were offered a refund from Massdrop. Did you take the refund? What's the actual issue at the moment?
ApolloSharpLet us know what happened and we will help. I'm sorry to hear that someone wrote 12 paragraphs to you. They are likely a CEntrance supporter, like many others, but I'm pretty sure they don't work for us. We are a small shop and just don't have that kind of time on our hands :)
By the way, the latest Windows 10 audio drivers are pretty good and a dedicated CEntrance driver is no longer required.
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