PDA

View Full Version : I've just called customer service - no way to get black faceplate separartely



sl789
2006-12-06, 11:54
I've just called customer service and asked to buy 2 new black plates (I have to sb3 with silver ones I want to change). The representative checked it and told me it's impossible.

I think quite a few people want to change plates (in my case all my components are in black). May be if it's going to be enough demand, SD will be selling those plates separately ?

peter
2006-12-06, 12:38
On Wed, 6 Dec 2006 10:54:09 -0800, "sl789"
<sl789.2ieqxn1165431301 (AT) no-mx (DOT) forums.slimdevices.com> said:
>
> I've just called customer service and asked to buy 2 new black plates (I
> have to sb3 with silver ones I want to change). The representative
> checked it and told me it's impossible.
>
> I think quite a few people want to change plates (in my case all my
> components are in black). May be if it's going to be enough demand, SD
> will be selling those plates separately ?

I'm in the same situation and I'd like the option of buying a black
faceplate.
Come on, SD, the previous black version wasn't really black at all,
you're admitting that now.
So consider it a bugfix and allow us to upgrade for a small fee! ;)

I'm actually expecting them to change their policy on this, they have
done so before (graphics upgrade, remote upgrade), if they sell 'm for
$20 or so they'll even make a nice profit.

Regards,
Peter

fred7
2006-12-06, 13:32
I would buy at least three faceplates if they were available. I really wanted all black. I think that someone had actually had theirs anodized black in one of the threads a while back.

Kyle
2006-12-06, 13:41
I would buy at least three faceplates if they were available. I really wanted all black. I think that someone had actually had theirs anodized black in one of the threads a while back.

Yes. Here's the thread: Black Faceplate (http://forums.slimdevices.com/showthread.php?t=23149&highlight=black+anodized+faceplate)

tf1216
2006-12-06, 14:46
Thank you for doing the dirty work sl789.

I want a black faceplate for myself as well.

MeridianMan
2006-12-07, 06:56
Ditto - I'll take 2.

studley
2006-12-07, 07:13
2 too.



d.

Jez
2006-12-07, 11:45
We're glad you like the new look and we'll be watching over the coming weeks to see how it sells in comparison to the two other options.

As regards 'upgrades' to existing Black/Silver units, it's something we are not in a postion to offer right now and to be honest it was never part of the gameplan.
It opens the doors to support issues caused by Squeezeboxes being opened (invalidating the warranty) and things sudenly not working anymore. Before people ask, we have looked into just supplying the metal faceplate, but it's easy to damage the front plastics in removing the old faceplate. So we don't believe this would be the right thing to encourage folks to do.

To be honest, this was only ever viewed as a way of renewing interest in our products before the holiday shopping season. With everything else on our plate at present, we'll limit the scope of things to that for now.

tf1216
2006-12-07, 12:02
I hate to beg but PLEASE offer these faceplates. I already modded my SB3 so you will not be getting a call from me that something went wrong while replacing the face.

The new SB3 just looks so beautifully and stealthy. I have to have it.

bahnsah
2006-12-07, 13:14
Jez,
I just replaced mine (silver for silver) cuz of the "falling off" problem....it was reeeeealllllly easy, and I can't believe I came anywhere close to damaging anything.

I would love to be able to easily change (again ;-) .. ) to all black this time!!

SteveT
2006-12-07, 14:41
Please Mr Slim...........can I have a black face plate.
Pretty please?? Pretty, pretty please ??

MeridianMan
2006-12-07, 15:49
It opens the doors to support issues caused by Squeezeboxes being opened (invalidating the warranty)...So we don't believe this would be the right thing to encourage folks to do.

Uhhh, Sean suggested last winter having the faceplate anodized (which I haven't done yet) http://forums.slimdevices.com/showthread.php?t=20890

I think my SB3's are out of warranty anyway. <BEG>Please sell me a black faceplate</BEG>

Pale Blue Ego
2006-12-07, 15:53
Bummer, this.

chrisla
2006-12-07, 15:58
How about offering swapouts at the upcoming open house? That would at
least appease some of the local masses, and prevent rioting in the
slim HQ hallways."Factory trained technicians" could do the changing
that way.

-Chris

On 12/7/06, Pale Blue Ego
<Pale.Blue.Ego.2igwpn1165532101 (AT) no-mx (DOT) forums.slimdevices.com> wrote:
>
> Bummer, this.
>
>
> --
> Pale Blue Ego
> ------------------------------------------------------------------------
> Pale Blue Ego's Profile: http://forums.slimdevices.com/member.php?userid=110
> View this thread: http://forums.slimdevices.com/showthread.php?t=30362
>
>

sl789
2006-12-07, 16:19
To Rhapsody !

Regarding opening SB3 - I've already did it when I needed to change faceplate on one of my two SB3 when it got detached and SD sent me replacement. It was very simple operation.

I, personally, ready to electronically sign waiver during purchase (if it's online from SD site) which release them from any responsibility or alternatively fax the signed waiver form

Would you consider this option and sell plates then ?

cybersnoop
2006-12-07, 16:38
I'll take one for sure! It should have been black anyway, but I know what I bought and just want to upgrade it to the real black!

NewBuyer
2006-12-07, 19:33
Me too. I would love to have a black faceplate. I really wanted all-black in the first place, this would be a nice compromise.

JJZolx
2006-12-07, 19:36
I'll take 100 of the black faceplates. I don't have an SB3, but from all the ruckus, I figure I can easily sell them for a nice premium. :)

peter
2006-12-08, 06:20
Jez wrote:
> It opens the doors to support issues caused by Squeezeboxes being
> opened (invalidating the warranty) and things sudenly not working
> anymore. Before people ask, we have looked into just supplying the
> metal faceplate, but it's easy to damage the front plastics in removing
> the old faceplate. So we don't believe this would be the right thing to
> encourage folks to do.
>
That didn't seem to be a problem with the old SB1 graphics upgrade which
involved taking the thing apart, clipping wires, installing connectors etc.

Regards,
Peter

mherger
2006-12-08, 06:39
> That didn't seem to be a problem with the old SB1 graphics upgrade which
> involved taking the thing apart, clipping wires, installing connectors

It probably was and they've learnt their lesson...

--

Michael

-----------------------------------------------------------------
http://www.herger.net/SlimCD - your SlimServer on a CD
http://www.herger.net/slim - AlbumReview, Biography, MusicInfoSCR

Kyle
2006-12-08, 06:40
That didn't seem to be a problem with the old SB1 graphics upgrade which
involved taking the thing apart, clipping wires, installing connectors etc.

Regards,
Peter

Nor did it seem to be a problem for those who had defective faceplates on their SB3s (and there were many, judging by the number of posts here). Those people were sent a new faceplate and asked to back out a few screws and attach the new one. The argument doesn't hold water.

jonheal
2006-12-08, 07:02
Nor did it seem to be a problem for those who had defective faceplates on their SB3s (and there were many, judging by the number of posts here). Those people were sent a new faceplate and asked to back out a few screws and attach the new one. The argument doesn't hold water.

My faceplate was coming loose so I e-mailed support and got a replacement. It was easy to replace, but if I were Slim, I would definitely want to invalidate warranties if faceplates are being replaced for no reason other than the customer desiring black vs. silver.

A. You're exposing the guts of the device when you remove the facelplate. Accidents happen. Screwdrivers slip. Cokes spill.

B. When you tighten the screws into the new faceplate, you really have to bear down on the wrench, because the threads are not tapped into the screw holes in the faceplate. Several times, the wrench slipped on me slightly damaging the heads on the hex screws -- and potentially gouging the back of the unit.

C. Because you have to bear down so hard tightening the screws, you don't get a good feel for when you're about to over-tighten. If you over-tighten, you end up with a deformed faceplate that may start coming off in the future -- the very condition that led to replacement faceplates in the first place.

Kyle
2006-12-08, 09:14
... but if I were Slim, I would definitely want to invalidate warranties if faceplates are being replaced for no reason other than the customer desiring black vs. silver.


That would be easy enough to accomplish, particularly if a machine is already out of warranty. I guess I wouldn't expect most companies to be accomodating in this manner, but I think of Slim as being somewhat different. It really doesn't matter to me. I doubt I would change even if it were possible.

bishopdonmiguel
2006-12-08, 12:34
To be honest, this was only ever viewed as a way of renewing interest in our products before the holiday shopping season.
So, Slim's game plan is for loyal customer's to buy a brand new unit if they want black. I guess the Logitech buyout is starting to show through. Gotta love corporate decision makers.

kdf
2006-12-08, 12:42
Quoting bishopdonmiguel
<bishopdonmiguel.2iii4b1165606501 (AT) no-mx (DOT) forums.slimdevices.com>:

>
> Jez;160480 Wrote:
>> To be honest, this was only ever viewed as a way of renewing interest in
>> our products before the holiday shopping season.
> So, Slim's game plan is for loyal customer's to buy a brand new unit if
> they want black. I guess the Logitech buyout is starting to show
> through. Gotta love corporate decision makers.

If all you can think of for getting what you want is whining and
badmouthing...that is really sad. Even if they do eventually give in,
it's a truly ugly win.

please flame away. at least it would change the subject from this garbage.
-kdf

Marc Sherman
2006-12-08, 13:17
kdf wrote:
>
> If all you can think of for getting what you want is whining and
> badmouthing...that is really sad. Even if they do eventually give in,
> it's a truly ugly win.
>
> please flame away. at least it would change the subject from this garbage.

Hey, I'm normally the last one to take the anti-SD side in this kind of
thread, but you have to admit that "we don't want customers opening the
case and invalidating the warranty" is a distinct change in message from
a couple months ago. Sean and Dean used to practically dare us to do
that on a regular basis on these forums.

- Marc

kdf
2006-12-08, 13:50
I get that people might think it is an odd change in message.
The main point is that the answer was 'no' and people are trying to
change that response is very much the worst way possible.

show interest, not make threats and disparaging remarks. Someone
recently wondered why there are less and less posts from SD employees.
Higher workload would be my first guess. But, I think the
motivation for reading is decreasing.

Thing is, if there REALLY is enough interest and it REALLY is just a
simple thing to provide a faceplate, then I sense a business
opportunity for anyone who believes in the conjectures.

The fact is still that every one all got what they paid for when they
paid for it. There is never a promise that things won't change. Yes,
there was the SBG upgrade, but when SBG became SB2, SD wasn't out
there offering new PCB's for people to insert. The point is that
invalidating warantee is a business risk. Allowing users to fix a
missing cap in order to repair antenna noise is one thing. Replacing
a faultily assembled faceplace is not the same as providing faceplates
simply for cosmetic reasons. The former prevents expensive returns
and repairs, while the latter is simply adding risk to something that
is currently 100% of what was promised.

As we all know, expressed interest is not something that is ignored.
That is something that should be protected. If the badmouthing starts
causing barriers (and it does) then everyone loses out. If even one
developer, for example, decides that reading the forum too much
unpleasantness for the effort, then that is a critical link lost when
you want to convince someone of the benefit of a desired feature.
I've seen it stated that the expectation is that they should all be
around and reading, but they are human beings and the points made
here, or just one of many venues. Do you listen to the sounds that
make your head ache?

Most companies don't allow their employees to take part in forums. I
am increasingly aware of reasons for that. Once lost, it is a hard
thing to get back. Sure, sometimes people are frustrated. I get that.
Choose the battles wisely.

how about... how much is a faceplate option worth?

-kdf

seanadams
2006-12-08, 13:54
At the moment we have a limited supply of the new parts, and an even more limited number of sales people... with the Christmas rush it is all we can do to fill demand for normal Squeezebox orders. If we find there is a lot of demand for an accessory or replacement part then we can add a new SKU, but it is very hard to support during the initial launch of a new product.

We have not _always_ offered upgrade parts for this sort of thing, so I find it rather silly that one would blame Logitech for the lack of black faceplate upgrades.

Marc Sherman
2006-12-08, 14:01
seanadams wrote:
>
> We have not _always_ offered upgrade parts for this sort of thing, so I
> find it rather silly that one would blame Logitech for the lack of black
> faceplate upgrades.

Just for the record, I didn't mean to blame logitech for the decision
not to sell replacement face-plates. Just for a possible shift in
attitude towards "this SB3 does not contain user serviceable parts".
That change I completely understand, too.

- Marc

tomjtx
2006-12-08, 14:03
At the moment we have a limited supply of the new parts, and an even more limited number of sales people... with the Christmas rush it is all we can do to fill demand for normal Squeezebox orders. If we find there is a lot of demand for an accessory or replacement part then we can add a new SKU, but it is very hard to support during the initial launch of a new product.

We have not _always_ offered upgrade parts for this sort of thing, so I find it rather silly that one would blame Logitech for the lack of black faceplate upgrades.

Sounds like youve got "good" problems.

Why don't we all be patient and wait till after Xmas and the People article dies down. Everyone can give Sean hell 6 months from now if you still can't get black
plates:-)
BTW, I think most people have been "begging" in a good natured way.

shadowboxer
2006-12-08, 14:12
thanks for the input, sean, from one who has been with you since the early slimp3 days.

(love my SBIIIs. Got a new one with Black faceplate on the way to replace a perfectly good SBI. )

Merry Christmas and I hope business is brisk for you this holiday season. I enjoy seeing good companies with good, solid well backed products succeed.

And, btw, I am in the back of that line to get a couple of black faceplates for my other two SBIIIs, just cause they look so darn good....


-dale

Ben Sandee
2006-12-08, 14:23
On 12/8/06, kdf <slim-mail (AT) deane-freeman (DOT) com> wrote:
>
> Quoting bishopdonmiguel
> <bishopdonmiguel.2iii4b1165606501 (AT) no-mx (DOT) forums.slimdevices.com>:
>
> >
> > Jez;160480 Wrote:
> >> To be honest, this was only ever viewed as a way of renewing interest
> in
> >> our products before the holiday shopping season.
> > So, Slim's game plan is for loyal customer's to buy a brand new unit if
> > they want black. I guess the Logitech buyout is starting to show
> > through. Gotta love corporate decision makers.
>
> If all you can think of for getting what you want is whining and
> badmouthing...that is really sad. Even if they do eventually give in,
> it's a truly ugly win.
>
> please flame away. at least it would change the subject from this
> garbage.


I agree with you kdf, you're not alone. I honestly can't believe how petty
people are being about this. It's precisely because SlimDevices tries to
accommodate in so many ways that they are getting slammed because they won't
in this one case. That's what they get for being the 'good guys'.

Ben

Mitch Harding
2006-12-08, 14:39
Just so Slim is aware that not all of its customers are outraged that the
panels are not offered as an upgrade, I'd like to note that I completely
agree with kdf and Ben.

On 12/8/06, Ben Sandee <tbsandee (AT) gmail (DOT) com> wrote:
>
> On 12/8/06, kdf <slim-mail (AT) deane-freeman (DOT) com> wrote:
> >
> > Quoting bishopdonmiguel
> > <bishopdonmiguel.2iii4b1165606501 (AT) no-mx (DOT) forums.slimdevices.com>:
> >
> > >
> > > Jez;160480 Wrote:
> > >> To be honest, this was only ever viewed as a way of renewing interest
> > in
> > >> our products before the holiday shopping season.
> > > So, Slim's game plan is for loyal customer's to buy a brand new unit
> > if
> > > they want black. I guess the Logitech buyout is starting to show
> > > through. Gotta love corporate decision makers.
> >
> > If all you can think of for getting what you want is whining and
> > badmouthing...that is really sad. Even if they do eventually give in,
> > it's a truly ugly win.
> >
> > please flame away. at least it would change the subject from this
> > garbage.
>
>
> I agree with you kdf, you're not alone. I honestly can't believe how
> petty people are being about this. It's precisely because SlimDevices tries
> to accommodate in so many ways that they are getting slammed because they
> won't in this one case. That's what they get for being the 'good guys'.
>
> Ben
>
>
>
>
>

Kevin O. Lepard
2006-12-08, 14:40
>We have not _always_ offered upgrade parts for this sort of thing, so I
>find it rather silly that one would blame Logitech for the lack of black
>faceplate upgrades.

Agreed. This is a ridiculous thing to be moaning about.

Thanks for your continued participation here.

On a tangentially related note, I haven't found Logitech to have bad
support. I just broke the ear piece on a old and now discontinued
Logitech Bluetooth headset. I caught it on my coat and it broke.
Clearly my fault and not really a warranty issue. I emailed Logitech
and asked if I could buy parts. I couldn't but they sent me a brand
new, top-of-the line Bluetooth headset as a replacement at no cost,
even though I told them I'd broken my original and it wasn't a
warranty issue. That's above and beyond in my book.

Whining like a child because something new is released and you wish
you had it instead of what you knew you were getting when you bought
is absurd.

Kevin
--
Kevin O. Lepard

Happiness is being 100% Microsoft free.

sl789
2006-12-08, 15:07
When I've started this thread the last of my intention was to bash SD. I've found both their product (sb3 in my case) and customer service outstanding at least, really on of the very best I ever encountered

I do understand the reasons while they reluctant to offer it and I only wanted to try and persuade them there is enough people interested, it might be a business point for them to do so (I also suggested in this case, every purchaser will sign some sort of waiver).

If they decide not to do it, it's perfectly fine with me since after all it's a minor cosmetic point. It never was promised and to criticize them for not doing it is baseless and unfair.

Kevin O. Lepard
2006-12-08, 18:06
>customer service outstanding at least, really on of the very best I
>ever encountered

I certainly agree with you there.

>I only wanted to try and persuade them there is enough people interested, it
>might be a business point for them to do so (I also suggested in this
>case, every purchaser will sign some sort of waiver).

That's a reasonable approach to trying to get something you want
offered by a company, IMO.

Kevin
--
Kevin O. Lepard

Happiness is being 100% Microsoft free.

Mark Lanctot
2006-12-08, 21:06
I'll take 100 of the black faceplates. I don't have an SB3, but from all the ruckus, I figure I can easily sell them for a nice premium. :)

If you have them cryogenically treated, you can charge a 300% premium because the sound will be dramatically improved.

Jetlag
2006-12-08, 21:38
Hey! Who started all of this black faceplate B.S. to begin with! Oh, Oops, umm nevermind..... ;)


In all seriousness though, yours look way better than mine.

Can I get one since I came up with the idea?

Now, where did I put that patent paperwork........

Marc Sherman
2006-12-08, 22:25
Jetlag wrote:
>
> In all seriousness though, yours look way better than mine.
>
> Can I get one since I came up with the idea?

That worked with the pony... :)

- Marc

peter
2006-12-09, 01:17
Mitch Harding wrote:
> Just so Slim is aware that not all of its customers are outraged that
> the panels are not offered as an upgrade, I'd like to note that I
> completely agree with kdf and Ben.
You're exagerrating. What you see is mostly people exerting a tiny
little pressure to get SD to continue to do what they're known for:
Provide exceptional customer service.

Regards,
Peter

peter
2006-12-09, 01:19
bishopdonmiguel wrote:
> Jez;160480 Wrote:
>
>> To be honest, this was only ever viewed as a way of renewing interest in
>> our products before the holiday shopping season.
>>
> So, Slim's game plan is for loyal customer's to buy a brand new unit if
> they want black. I guess the Logitech buyout is starting to show
> through. Gotta love corporate decision makers
You're exaggerating (yeah, I checked the spelling). Just sell your SB3
on Ebay and order a black one. SB3's hold their value well so it won't
cost you that much.

Regards,
Peter

Pale Blue Ego
2006-12-09, 09:05
You're exaggerating (yeah, I checked the spelling). Just sell your SB3 on Ebay and order a black one. SB3's hold their value well so it won't cost you that much.

Regards,
Peter

That's one option and I'm sure some will do that just to get a black faceplate. I may do it if the new faceplate ultimately isn't offered. There is a bit of whining, but however it comes across, it also indicates strong interest. Slim has done well listening to customer requests. It's not unreasonable to ask about the faceplate, and we'll live with whatever the final decision is. Sean deserves credit for saying they may address it when the holiday rush is over. Let's just table it 'til then.

karma mechanic
2006-12-09, 09:17
The Satnav in my car (a Tom Tom model) has different interchangeable bezels available. An idea for the successor to the SB3 ? Although once set up in a hi-fi system many people wouldn't be changing the colour, I can see that in a student bedroom the opposite might be true - just like with phones.

My daughter will want purple :)

MeridianMan
2006-12-10, 06:18
Excellent idea - sort of like skins & tatoos for mobile phones & iPods. Perhaps we'll see a Hello Kitty tatoo come out for the SB3!

Seriously, I _have_ considered using black gaffers tape on my silver faceplate <g>. Should decrease some of the standing waves in the room with the addition of the textured, sound absorbent surface.

tomjtx
2006-12-10, 06:27
Excellent idea - sort of like skins & tatoos for mobile phones & iPods. Perhaps we'll see a Hello Kitty tatoo come out for the SB3!

Seriously, I _have_ considered using black gaffers tape on my silver faceplate <g>. Should decrease some of the standing waves in the room with the addition of the textured, sound absorbent surface.

you should mount such "gaffed" SB's in the 4 tri-corners of your room for the most effective room treatment

thing-fish
2006-12-11, 11:29
We're glad you like the new look and we'll be watching over the coming weeks to see how it sells in comparison to the two other options.

Just FYI, I bought my first Squeezebox today after running SlimServer for years. I saw that black was a new option but chose not to get it, simply because I believe the black/silver Squeezebox will match my HK receiver nicely.

With the level of interest in this thread I hope you folks consider interchangeable exterior body parts for your next model!

fred7
2006-12-11, 16:12
Just FYI, I bought my first Squeezebox today after running SlimServer for years. I saw that black was a new option but chose not to get it, simply because I believe the black/silver Squeezebox will match my HK receiver nicely.

With the level of interest in this thread I hope you folks consider interchangeable exterior body parts for your next model!

With the Logitech buyout I wouldn't doubt seeing interchangable faceplates on future devices. My Harmony 676 remote (by Logitech) came with silver(grey), red and blue interchangable faceplates. I'm surprised by the strong negative reaction from some people to the company's decision to not sell the faceplate seperately. I think that they have valid points about possible problems with people replacing them. I really want all black but I think that I can live with the brushed aluminum. On the other hand I took the faceplate off of one of my SB's just to see how difficult it was and it seemed fairly easy and all. I am actually hoping that they come out with a product that is more like a standard device that can sit in my rack like the Transporter but not so high end, maybe between $500 - $1000.

sleepysurf
2008-04-28, 09:26
Just wondering if Logitech/Slim ever reconsidered selling individual SB3 faceplates. Another forum member and I are arranging to SWAP a silver for black faceplate, but it would probably be a lot easier to buy one direct. BTW, any tips for EASY removal of the SB3 faceplates? My Silver one is the earlier Slimdevices logo model (which had the issue with the faceplate popping off), but since pushing it back on it has stayed put, so I never requested a replacement. For those who have the newer Logitech models, is it feasible to gently pry off the faceplate and replace (swap) for another color?

Jetlag
2008-04-28, 09:45
I removed my silver faceplate and had it anodized black (this was way before SD started selling the all-black model).

Your can "peel" it off. Go very slowly and use very gentle pressure and the faceplate will come off as the adhesive releases. It also helped to warm it up a little with a hairdryer at the same time. The metal is quite thin and will kink or bend if you use to much pressure. If it gets deformed it will be quite difficult to get it back to the original shape. Any kink will be permanent.

I reattached the 'black' faceplate using two sided Scotch tape. Still holding perfectly in place after probably two years.

Good luck!