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In the Forum: Audio Discussions
In the Thread: It’s mad, mad, mad... electricity.

Post Subject: PurePower+ - new units and customer service (!)Posted by hifigirlgeek on: 4/16/2013

I’d like to post some information about my own experiences with the new PurePower+ 2000 unit, and the customer service (or lack thereof) experienced under the new regime, so that people can be advised. I ordered and paid for my unit in October last year, along with an extra power strip and cable so that I could extend the number of outlets used. The PurePower team recommended the 2000 as being sufficient for the appliances I intended to use.

Issue 1: After numerous promises for quick delivery, the unit took a number of weeks to be delivered. On arrival, I found that the box did not contain the extra power strip and cable I had paid for. PurePower advised that they would refund this – but as at mid April, I have still not had this money repaid. Additionally, the unit did not contain the aerial and network cable inputs/outputs as promised in the initial email dialogues. This was apparently because they hadn’t gotten around to putting these features in their new + models, but hadn’t altered their literature and correspondence to reflect this. They promised to send components for this when they became available, but as yet I have seen nothing.

Issue 2: Immediately I experienced two technical issues. The unit was constantly overheating and shutting down the battery, even though it was not above 50% capacity. Additionally, hooking up my tv receiver to the unit on battery power scrambled the aerial signal. For the first of these issues, PurePower advised that it was a design fault, as they didn’t think the 2000 model would need additional heat sink capacity. They decided to change their design based on my experience, but instead of providing a replacement unit, asked me to organise a technician to cobble another heat sink to the first one, to provide a solution – which they promised to pay for. The aerial signal issue was unable to be resolved, and I have been unable to put my whole system (music and tv) through the unit as intended.

Issue 3: When getting a technician to add the extra heat sink, he advised that the unit did not meet local electrical standards for grounding, and posed some risk. He also noted that the circuit board had multiple holes for no apparent purpose, and appeared to be some kind of prototype.

Issue 4: I have provided PurePower with an invoice for the additional work undertaken to carry out the repair work/poor design in their new unit. Despite ongoing reminders, and numerous broken promises from them, they have not refunded my money for the goods not provided, or paid me for the repair work I was forced to do on their new unit I bought in good faith.

I have to say that the change to local production does not seem to have done much for either the quality of the goods provided, or their customer service. The unit itself has helped somewhat in my system, but is also by no means the most effective tweak I have ever had. Consequently I would have to advise people only to buy these units if there is absolutely no other solution available – and to do so at their own risk, knowing that they are completely on their own if any issues are experienced. The delays and inherent dishonesty in not paying funds owed after months of reminders (despite admitting their liability) is simply beyond belief in a supposed commercial enterprise. I have given them multiple opportunities to resolve these issues before posting on a live forum, but due to yet another agreed deadline passing with no resolution or correspondence to explain why, I cannot stay quiet any longer. Be wary!!

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