Current quality of Rune

If you never need Roon support them it's great

If you do you will discover it is the worst support model that has ever existed for a service that you pay for .

Thankfully I found Innuos Sense.

Everything Room should be with amazing support 

Roon support sent me on a 2 yr wild goose chase only to then tell me Room could not handle my library ...

This after I purchased a nucleus at their suggestion. They then refused to refund my $$$$ 

Terrible company 

@sls83

Congrats on walking away

Worst company ever

Thank you @moto_man 

Their support model is atrocious

Yes they will respond to a post needing help 

You get a response in like 3 days and it's usually ..."please reboot Roon"

When that doesn't fix the problem you post again and wait another 4 days for a response .

In my experience you don't get to a person who truly knows Roon and can help you until weeks into the process

The people you get initially really don't know much

Great product if it works

The worst customer support for a paid product ever if it does not

They screwed me over 

I live to reveal the truth about who they really are 

@wyboy

Thanks for asking

Apparently I have a unique music library (Roons words)

From the very beginning Roon never worked well for me.

I spent over 2 yeas in that terrible support model trying to get things to work.

Over that time I began to realize the people I was dealing with knew very little about the product.

They initially advised me to buy a nucleus + (I has been using a NUC)

I bought the Nucleus + and though it helped a bit things still were fraught with issues . After like 9 months a was then instructed to add memory to the Nucleus= more $$$$.

When that still didn't improve things I finally got in touch with a Roon person who understood the product (I even dealt with one of the Room founders)

After working with the guy who knew his stuff for 3 months he informed me that due to the unique nature of my music library Roon would be unable to handle it 

Again this determination took 2 years and like $2000 due to their advice.

I then asked for a refund for the nucleus + and memory I bought.

My request was denied as they said Roon worked fine and my library was the issue. I responded that no where in their advertising was mention of Rooms inability to handle certain libraries and given that and the fact over 2 years no one at Roon ever told me that I should get my $$$ back. They said no.

So that's the story of Room screwing me over 

Im a reasonable guy but this was unfair

I then purchase an Innuos unit and the sense app handles my library with no issues And it's free(after you purchase the equipment obviously )

And their customer service is superb. I've even had Nuno the founder help me within 24 hrs.

So Roon is junk and has the worst customer service for anything that you pay for. It's actually worse than Xfinity the cable/internet company which is also atrocious.

Again thanks for giving me the opportunity to tell my tale 

@wyboy

I have really just 2 bands I listen to.

Grateful Dead and Phish

I have around 5-6 TB of their music on a NAS

I have 2 folders (one for each band)

Within each folder are folders devoted to each year the bands have performed...both bands have around 30 years of performances.

Within each year are up to 100 folders that are the concerts for that year.

Each concert folder contains 15-25 FLAC files.

I wouldn't think that folder structure is anything complicated but it is for Roon.it amounts to just over 140,000 tracks and I know some Roon users have more than that. It's how I have them organized.

I can't find all that music on a streaming service.

Roon still has no language in their advertising that mentions the fact that it cannot handle all music libraries.

I was astounded how the Innuos Sense App has no trouble at all.

I'm a reasonable guy

Put in your advertising that it can't handle some libraries and then let me decide.

If u advise me over 2 years to spend $$$ to fix issues then refund that money when it's discovered the service won't work for me.

And for Gods sake if I'm paying for your service respond with competent advice within 24-48 hours

You kinda got me going.

Apologies 

But why didn't the number of tech support people I dealt with know what the issue was within a few weeks?

It's because you rarely get to deal with the people behind the curtain

You get people that just go down a basic list they have in front of them which takes weeks or months to get through given their atrocious support structure

After all that time of yours wasted you then finally get the privilege of dealing with someone who knows the product

After the 1st year of all this I expressed reasonable frustration to them and they then threatened to ban me from the forum

It is a terrible company and I will still say it's a great product for most users.

The company SUCKS 

Thanks @wyoboy 

I've enjoyed our discussion 

You sound like a good dude