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    How to send my Sylphyo in for Service

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    • Clint
      Clint last edited by

      Please tell me how to send my Sylphyo to Aodyo for service.

      Background: This relates to This Issue ... and Aodyo determined that it is best to send it back for service. However, I don't have the shipment details ... and have not been able to contact Matthias ...

      Please tell me the details (address, carrier I should use, etc) and could you also advise the rough turn-around time?

      Also wondering if you could put in a new battery. I've been using this Sylphyo pretty heavily for 2 years now, and I'm wondering if a fresh battery might be a good idea ...

      Thanks!!

      -- Clint Goss

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      • P
        Paul Flute @Clint last edited by Paul Flute

        @Clint Aodyo was not very responsive to my problems, and took weeks before they agreed to investigate the problem with mine. Finally organised with DHL to return it, and had it for 5 or 6 weeks couldn't find a problem, and apparently applied a waterproof coating internally...before they returned it to me, On arrival back in Australia I was forced to pay $270 AUD for customs to release it to me, as it was not made clear to DHL it was a return. I hope you have better luck....

        .

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        • W
          wwoodard8 @Clint last edited by

          @Clint to Aodyo: my hope is that this problem gets resolved quickly in a reasonable, responsible manner. If it becomes evident that you after sale service is less than excellent, it makes it harder to decide to continue to purchase your products.

          I really enjoy my Sylphyo! And I hope that when things need repair I can continue to enjoy it. Otherwise I will be forced to look for alternatives…

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          • Clint
            Clint last edited by

            This may not be a straightforward issue for them to diagnose / address. It only occurs for me after playing 60-90 minutes. It shows up as a continuous stream of low-breath pressure CC's rather than a "Note Off". Sound like the sensor becomes mis-calibrated after playing for that time, but a power cycle does not cure it.

            Yes, I would hope they can address it quickly (I'm now down to "only one" Sylphyo, since I'm now using the second Sylphyo I purchased as a backup), but this may take some digging on Aodyo's part. Also, they're on the verge of a new product release ...

            Shipping was straightforward from the U.S. to France using DHL. However, it cost just about double of the quote they gave me on their Web interface (read the fine print: "Price not guaranteed"). At Aodyo's advice, I also insured it ($2.50 per $100 of value), for what that may be worth. Total $148 (ugh). Time from drop-off at a Connecticut DHL retail output to delivered at Aodyo in France was 42 hours ... pretty good!

            -- Clint Goss

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            • M
              Matthico last edited by

              Hello to all,

              I would like to take the opportunity to take part in this discussion, which is an important subject.

              I would like to thank everyone for their trust in Aodyo.

              @Paul-Flute, I am sorry that you had to pay for customs to release your package.
              We work with DHL for returns and have done so for a long time.
              When we send back material after repair, it is specified so that the recipient does not have to pay anything.
              Unfortunately, if the customs authorities still decide to charge a fee, and we are not notified, we cannot intervene.
              And even less can we decide for them.
              We have already had to pay customs ourselves, even though we are the manufacturer.

              As far as insurance is concerned, here again it is the carrier who sets the price. We advise you to opt for insurance because unfortunately there have already been cases of lost packages.

              For all our shipments of instruments that we have sold or that we are sending back after repair, we take out insurance.

              As for the repair time, it is important to know that as long as we do not have the instrument in our hands and in a position to identify a problem, if it is not systematic, it is difficult to decide on the solution to be applied.
              Hence the importance of the descriptions made.

              Finally, there is always a shortage of electronic components and we are the first victims because this generates delays in production and repair.
              However, we do our best to repair and return the product as quickly as possible.

              Thanks again to all of you for your trust.
              We remain available for you at support@aodyo.com if you have any other questions.

              Best regards.

              Matthias.

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