They Pure told the guy with the Pure Evoke 3 it would cost him to fix the problem:
Yup - that was one incident of bad customer service. And Pure responded by putting the fix on their website, so it was free for all to download. Presumably they'll do this with future updates as well, once their confident the fix won't cause further issues - this is the problem with software, you can't just make any patch available until it's thoroughly tested as you run the risk of making things worse with an untested patch. As a result, often only engineers will have access to them to start with since, if there is an issue, they can then do something to solve it. Microsoft do the same with Windows patches.
And why a digital radio should need a firmware update is crazy in the first place, my Roberts ones don't need them, they don't stick that on the box!
If it were just a digital radio, I'd probably agree with you, though pretty much everything runs some sort of software / firmware these days, and updates are often used to fix issues / present new features to customers - that's one of the many benefits general access to the internet has given us.
However, I'm pretty sure these are all internet radios and, if you want to connect to the internet, you've got to have an operating system of some kind to do this. Operating systems are complex software and will need patches / updates. Simple as.
Five years ago i had a freind that lent another freind his pure radio & he got it nicked, so they are very popular.
formerly known as slewis ---
More people unhappy here:
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Every Pure radio on Amazon has 4-star rating or more, which is pretty good:
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They rate them when they are still working though. About 5 people on the first 3 pages all had problems with it stop working! That is pretty bad!
No, that's how the Internet works. A disproportionate number of people moan compared to those who are happy with their product.
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But 20 people on the first 3 pages gave it 4 stars and above...
Yup - that was one incident of bad customer service. And Pure responded by putting the fix on their website, so it was free for all to download.
Yeah but just to play devil's advocate, they probably only did it because he got a national newspaper on his side after they (presumably) refused to rectify a software-fault on a £200 radio for free.
That said, we've had our Evoke 1 for a couple of years, it's used daily and we have no issues. Yet.
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More complaints about Pure's customer service:
If it weren't for the fact that we already have two excellent (and reliable) Pure radios, I would be heading to the shops to get one by now.
Your links (and this thread) have mostly drawn my attention to just how many people like or love these radios.
Your posts here (and thread c##pped elsewhere on the site) are turning into some kind of mini vendetta and by the reverse logic of... "well if he hates it, it's probably worth a try", I actually think it's becoming counter-productive to your cause.
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Maybe the problem is not product-unreliability but the perception of poor customer service. If for example 97% of your products work well out of the box and are as long-lasting/durable as the customers expect, you can almost get away with fobbing-off and bullsh--ting the other 3%. Almost. Every manufacturer knows that bad news flies and good news walks, and this is exacerbated enormously by the Internet.
Even so, as I said earlier, our two year old Evoke 1 is used daily, and to be honest if it lasts five years then gives up the ghost, I'd say it was still fairly good value for money.
I have two Pure Sensia radio's and they are great.
The only neg was when they were losing contact and it was a pain putting in the passwords again because my fingers are big, but up to now, my big fingers are crossed as I now have changed from BT.
My Pure Chronos CD has to be about 8 years old if not more, no trouble whatsoever.
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