Mcintosh customer support

Not sure I agree with your assessment. There are plenty of people around who can mess up a firmware update and end up with a brick. McIntosh is protecting their customers by not introducing this unnecessary risk. Besides you would most like gain nothing sonically from the update.

Did they offer the option of shipping the unit to them to have them do the update?  Or alternatively allow you to bring it to an authorized dealer to have them do it for a fee?

I agree with both of the above comments and the question. Did they offer to do it for you or have a dealer do it? It sounds like their reason was valid for their protection and the protection of their customers.

Dear Audiophile 1, my experience requesting firmware update from Mcintosh it is not a assessment  it is a fact after exchanging 9 mails with customer support never had straight answer until I asked them is there firmware update for D150 or not ! eventually answer was yes there is but we can not provide you  because of reasons pointed out in my earlier comment  also it is totally irrelevant that update does have a impact on sound they did not offer to do it nor advise me what to do .

contacted Mcintosh dealer who they checked their service guideline firmware update v1.02 is not been provide to them in short really gobsmacked I'm not  one of  those throw all my toys out of my pram but definitely off loading my Mcintosh mono amps & preamp /dac to replace it with another brand who they offer me infinite help and support  when needed,in the past I  own  Krell, ARC, CODA ,PLINIUS , APOGEE products I 've had their technical support team directly contacted me without re directing to their dealers,, Thank you all for your comments.

@sabih, Did you ask your McIntosh retailer if they will install the firmware update for you?  

I just read a Mc owner was very pleased with the communications they received when they needed to ask about the balanced inputs on the amp. Seems there’s a disconnect between the software side at Mc and the analog side.

It also sounds as if they did not make their firmware upgrade process more bullet proof and now the end users are suffering for it.

On a bit of a tangent, and I say this as an IT guy, the complexities of software driven appliances is a major reason why I wanted to have a separate DAC and Roon streamer. For any company to put a computer in their devices is a big commitment to maintenance and upgrades, etc. Roon has me covered in that respect.

Things get even worse when I think  about HT receivers and processors.  The difficulty even a major player like Theta Digital had stepping up to HDMI was not lost on me, and it's nearly impossible for me to consider a very good, but boutique audio brand in the HT space.  Exceptions might be JBL re-branded processors.

+1, "It also sounds as if they did not make their firmware upgrade process more bullet proof and now the end users are suffering for it".  

And a very important lesson for McIntosh.

@sabih,

Please see the link below for McIntosh Service Centers.  Maybe they can help install your firmware upgrade.   Your local retailer might be the best.   

McIntosh Support link

After my interactions with their support before they shelved the Wadia brand and an interaction with a rep at my LD.  I'm not sure I would ever purchase one of their products.   

@sabih just curious what were your expectations for the firmware update? Why were you looking to do it?

As to McIntosh customer service, it’s definitely not the best even when it comes to warranty repair but in case of firmware updates, I side with them. I see on a daily basis how many people can’t understand elementary concepts. Arming them with a flash drive loaded with a firmware update is just too dangerous. I do agree that they should offer the firmware updates thru the local dealer network. 

@sabih -- you complained about McIntosh's poor communications with you that required multiple back-and-forths to get an answer, but your own postings leave me a bit confused.  I've read the thread twice and it's not clear to me if they are simply refusing to provide the file for you to do the update yourself or if they have refused to update your D150 even if you send it back to them for service.  What's the story, or is there more to it? (For example, they'll do the upgrade if you ship it back but they want to charge for it.)

McIntosh never excelled in Digital, but to hold back a upgrade to a customer 

is suicide,They just lost another customer. Having sold McIntosh back in the 2004

to 2008 in The U.K where they didn’t represent McIntosh very well but was coming back strong when I left to come back to the states. McIntosh was at its Zenith when the original Audiophile owners still owned it ,then sold it to a corporation ..

Corporations  it is common place profits over quality , sad but true .they are still respectable but Reputation not even close to back before it was sold. 

I have inquired McIntosh regarding their firmware updates.  From McIntosh, "you can get it done at the dealer or have the factory do it."  All you guys who claim they are going to dump all their McIntosh equipment, drop me a PM, I may be interested in something.  LOL,

You people are always ready to make disparaging remarks before you get all the facts.  The factory made this decision because most people have no computer skills and screw up the firmware installation making the unit "bricked".

Interestingly, I just had an experience this week with their product support folks on a digital device, specifically an MVP881BR.

For background, I purchased it as B stock from Audio Classics back in 2011 and after taking nearly a year to complete my HT set up, discovered an odd problem with it. That thread is posted here so I won’t repeat the details but will say that in early 2016, I conclusively identified a very unusual issue with the Blu-ray codecs in it. Took it to my local dealer in OH who couldn’t fix it or update the firmware. They sent it to the factory. After several months and very diligent investigation and testing, they replaced every single processing board in the deck and finally discovered in autumn 2016 (!) it was the HDMI output board causing the problem. That got changed out too. They sent it back to me and charged not one single penny for all of that time and effort.

Fast forward to 2024. I moved July last year under a corporate relocation and let the movers transport the entire household. All of my gear was all properly packed in the factory packaging, and nothing was physically damaged. I verified it all worked, but I couldn’t test every function before the insurance submission window expired. This past weekend, I discovered that the HDMI ports no longer output audio. The SPDIF and XLR outputs work just fine, the transport is the same as ever and everything looks and sounds just as wonderful as it always has. I presume the TOSLINK and component outputs work too, but haven’t had time to check those yet.

Mc stopped producing universal disc players about a year or two ago, so I figured I might have trouble getting it serviced. Emailed Ryan at A-C first since they’re now just an hour away and sure enough, they don’t service disc devices any longer. I then messaged Mc through the website. Got a reply this morning that they no longer have parts to repair the 881.

I’m bummed that the HDMI audio outputs can’t be repaired, but it doesn’t stop the player from fulfilling its function. Production of the 881 ran 2009-2012, so I’m not surprised that parts aren’t available anymore, either. While I still have 2011 Apple MacBook Pro that works, it doesn’t support 64 bit software, can’t be updated and the internal DVD-RW drive isn’t available anymore. That’s what happens with digital technology. It is not the fault of McIntosh, or Apple or anyone else.

I must also observe that McIntosh went way above and beyond the call servicing my deck back in 2016-2017 when it was at least 4 years out of a warranty that didn’t really need to be honored in the first place because of how I purchased it. I never pressured them about anything - I just asked nicely if they could fix the problem and gave them the space to try. When it was there about 90 days, I asked for an update, and they promptly told me they hadn’t opened it yet. Another 90 days later they got back to me without my asking to say they confirmed the issue but hadn’t identified what was causing it. I finally got a call from the engineer working on it with the complete diagnosis about 6 weeks later.

I feel we have to keep sight of the fact that this whole audio thing is a hobby. Yes, it’s expensive. But, is it really any different from owning a collector car? Or chronograph? How many of us characterize our rigs as a Porsche, Ferrari, Rolex or Patek Phillipe? How long does it take, what does it cost and what kind of parts availability exists for repairing, restoring or updating one of those? And what can you say to the factory if they choose not to support it any longer?

From my perspective, McIntosh remains one of the more customer-focused audio equipment manufacturers out there. This is despite their acquisition by folks who are more interested in the ROI than the THD. They have never failed to respond to my questions nor misrepresented their value proposition. Some of their stuff represents a good value to me and some doesn’t. That’s the beauty of a market economy - I get to make that choice instead of someone else.

So, the OP is neither correct nor incorrect; the OP simply made a choice and unhappy with it. I might have suggested a different approach to the problem, as others above have done. It is now too late for that. The only thing left to do is reflect, relax and enjoy some music.

Dear all, many thanks for your opinions and your comments perhaps I  couldn't explain myself properly, initially contacted Mcintosh dealer they said they do not have firmware update v1.02 they advised me to contact Mcintosh directly in sincerity they also warn me that their customer support slow but surely they would help you however reception I've received from them as explained before disappointed as mentioned by hgeifman (they should have make update process bullet proof) . also I'm aware that firmware upgrade does not have impact on sound but I  believe it is essential (A Firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur. With the ever-changing advances in technology, a firmware update also helps a device remain competitive with newer models)

once again many thanks for your suggestions really appreciated .

I often think about firmware updates, but never get around to it.  Kinda figure, right or wrong, since the equipment is hooked up to the Ethernet that it would update itself.  A couple of times when I checked the status of my McIntosh gear it said it was up to date.  Not sure if that is right or wrong but works for me.  

To the point, I always get great customer service when I call Mac. Each person on the other end of the phone has a unique personality, but they all get the job done. Sometimes stoically but hey, we all have our moods, right.  Never been not directed in the right direction.  Ron Cornelius was awesome. He kept threatening to retire.  I never email.  Always call so the Q&A on both sides is efficient.  

Send it in and have them update it for you if the update is something that you want to have done.

The software update is available on the McIntosh Website.

Click below and scroll down for the update.

They are not the only ones doing this.  My BelCanto streamer is 4 yrs old and one year ago it stopped playing 24/192 files.  So my answer from them was that I had to send it in and they would update it.  It has a service USB but nope.  

@audioclassics Indeed update for MDA200 ,For units with DA2 Digital Audio Module: McIntosh USB Audio Windows Driver I v1.12 &

• For units with DA2 Digital Audio Module: McIntosh USB Audio Windows Driver I v1.5 (compatible with Windows 7) (2.1 MB)
• my dac is D150 I Need a firmware update not windows driver thanks for your suggestion

Have them do it. I’ve never had any issues with McIntosh customer support or their service. They’ve always been stellar and one of the reasons I purchase their products. They are trying to maintain the integrity of their products and avoid having to fix issues (and they will) caused by improperly installed firmware.

@sabih,

I forwarded your compliant to Audio Classics since McIntosh has no email address listed. They will forward your information to McIntosh, but they SAID the upgrade is ALREADY available on the McIntosh website as theyALREADY posted above.

"For units with DA1 Digital Audio Modules: McIntosh USB Audio Windows Driver D V2.0.. please see detailed instructions on their web site".

Audio Classics get an A+ for helping me. I saw your post and immediately attempted to email McIntosh but could not. I contacted Audio Classics for assistance and they responded very quickly and your problem is solved.

Thank you Audio classics for this OUTSTANDING customer service.

@sabih,

Whoops. As per your post above, it seems you “Need a firmware update not windows driver”. I have no info if the firmware update is available.

Please call Audio Classics and ask them for help. You are not going to get this issue resolved on Audiogon.

@hgeifman many thanks really appreciate your time an energy to help me out expecting to hear from Mcintosh dealer soon hopefully they are going to help me to update firmware

@sabih,

I found the info below but do not know if this answers your question. Please review:

”The McIntosh D150 digital preamplifier requires the latest firmware to be installed for proper operation, especially when using the USB audio input. According to the search results:

To update the firmware on the McIntosh D150:

1. Check if the D150 has the latest firmware version. If not, you need to update it first before installing the McIntosh Windows USB driver software.[1]

2. Download the McIntosh Windows USB Driver Software Package and unzip it.[1]

3. Run the "McIntoshHDSwPkgSetup.msi" installer. When the Windows Security window appears, check the "Always trust software from ’Savitech Corp.’" box and click Install.[1]

4. After the software installation is complete, reboot the computer.[1]

5. In the Windows Sound Settings, select "McIntosh-HD HS USB Audio" as the default audio device for proper operation of the D150 via USB connection.[1]

The search results indicate that updating the firmware and installing the latest McIntosh USB driver software is crucial for ensuring reliable and optimal performance of the D150 when using the USB audio input.”

I have a processor from nad that occasionally gets a firmware update. You hook up the Ethernet to The processor and commence an update.

Why is McIntosh making this so difficult? And maybe the need for the firmware update ain't really necessary.  

Apple keeps updating their iPad continuously for all kinds of complicated crap nobody uses and it serves too slow up the processing Power of an iPad. But you gotta do it because of security so you always at the mercy of the update process. Although an audio component doesn't rise to this level of security concern.

My dog never needs a firmware update.

I called McIntosh a few weeks ago...   simple question about my Dad's amp.  They picked up on second ring, transferred me to a tech that answered my question in about 3 seconds 

Many thanks for your suggestions , I'll be shipping the unit to dealer on monday have a nice weekend all.

( I've decided to off load all my mac gear MC1000 Mono amps C46 Preamp D150 Dac Watch the space)  historical and nostalgic reasons may keep the mc 30 amps) hopefully I'll be replacing them Plinius 150 x2 and ref m10 and Berkeley Audio ref 3 Dac.