Help: My newly upgraded AA Capitole gives no sound

Onhwy61
There is a huge difference regarding communication and customer service at Audio Aero now and what it used to be in the past when I decided to send my player for the SE Upgrade (in July 2009). At that time the receptionist/administration incomings were handled by one Miss Sandrine who used to reply to my queries and mails within 2 days.
Since, there are two new figures there: One Miss Sophie Lucchini for incoming mails and someone named Guillaume Bouly - who supposedly supervises all technical related problems.
From my own experience within the past 6-7 months with Audio Aero, it is extremely difficult, if not impossible, get e-mail replies or technical info from AA. I had to phone them several times to pass on the same info which I had previously sent by emails. Even on the phone, impossible to get in touch with the so called technicial coordinator - Mr Bouly. Please note that France has espoused a socialist philosophy wherein a lot of employees feel they have permanent employment. Hence no need for them to wast time in stupid things like customer service.

For your info, I had no intention to go for the SE upgrade: it was only when I contacted them at that time (July 2009) to buy the new cryo tubes for my player that they offered to upgrade my Capitole to Signature Edition against payment. I agreed and sent my player to them in August 2009 but due to delays originating from AA factory, and consequently the player having had to make a forced waiting transit in France before getting to me in Mauritius, I got my player only a few weeks ago.
I maintain that AA has serious communication and customer service issues. Having said that I think the GM (Jerome Andre)is a very nice guy (I spoke to him on the phone). He told me that he expects his staff to respond to customers within 24 hrs. I also understand that Mr Andre normally spends considerable time in a different geographic location than in the technical services premises. One thing is clear though, his staff definitely has not got the Boss' message regarding customer service!

Elizabeth, Hervel
Many thanks for your advice and the offer of help regarding assistance in french language. I am a native French speaker and my country (Mauritius) was a former French colony. My communications (emails & phone calls) to AA have been mainly in French.
The issue is elsewhere - "efficiency, efficacy, concern and respect" for the clients buying and putting faith in their highly priced products in return for legitimate expectation of an attribute called "customer service" when problem beckons.

Hello,
I usually do not interfer in forums as the freedom of expression is a right to me. I am Jerome Andre and I manage Audio Aero. But in htis case, I need to restore the truth about this customer, as what he wrote are simply lies and I can't stand this.
Mr Lallchand sent us his player for an upgrade in July last year. We made him a very generous discount and he only paid 420 € for this upgrade instead of 900. We also proposed him an internal upgrade as the player was 7 years old but he refused. The player was ready to be shipped in August and perfectly working, but we only received his payment in October. And his check was not signed, so we couldn't cash it. We had to wait for another month to receive it. Mr Lallchand refused to pay for the back shipping. We had to ship it at our cost to one of his friend in Paris as asked by Mr Llachand. It was in december. Then, we recieved a complain from Mr Lallchand very end of February. We have no idea of how this player has been treated during almost 3 month. Apparently, it travelled in many plains (dixit Mr Lallchand) and this could be one of the reason of its problems.
To sum up : 1 : Audio Aero has always been very cooperative with this customer. 2 : we gave him a great deal on the upgrade. 3 : The player was perfectly working when it came out of the factory. 4 : Mr Lallchand is trying to get a new unit for free as it was his proposal this morning...
Audio Aero can not be responsible for travel damage. Mr Lallchand was supposed to send back his player to Audio Aero but he didn't. We cannot be accused for something we didn't do.
We will try to help Mr Lallchand as far as he send back the unit to us. This is the minimum we ask. Sincerely

BUSTED!!!!!!!!!!!!!!!!!!!!!!!!!!!

I don't like to get involved in disputes but to me this appears to be due to a lack of proper communication or perhaps a lack of full disclosure.

Other than some outback comments by Tpreaves most of the people in the thread are genuinely trying to help the situation.

I have great respect for Audio Aero's players but my experience in trying to communicate with AA France has been a one-way-train in the past. Luckily for me, Globe Audio was still in business back then so all my dealings were through them and I was NEVER dissapointed. Jody and Ken have my full respect and admiration and I'm very sad they could not go on.

I hope this issue can be resolved satisfactorily so Audio Aero's reputation does not suffer. They make some trully great digital players.