Newbie first impressions....

I have had my Neeo for a week now and thought I would share my first impressions which is also a plea for some assistance….

Out of the box was all very impressive, tantalisingly packaged and the products beautifully engineered right down to the black braided usb cables. The remote was smaller, thinner and lighter than I imagined.

Hang on, there’s the multi page warranty but where’s the instruction book, at least a set up leaflet? Nope. Also where are the power supplies for the usb’s? Do they not come with UK shipping?

Ok, go online to try and find out what to do. Right, download the app to an iphone. Windows phone wont do and you cant use a laptop.

Eventually get the app to work, still pressing and guessing because no instructions are a real pain in the *** Come on Neeo if this is a consumer product accept that people wont be as savvy as you guys and we need our hands held.

Look for some online tutorials, ‘sorry this video is not available for viewing in your country’. WTF !

Eventually get the hang of getting some devices onto the home page by trial and error. Now I have a dvd player, tv, projector, apple tv, AV receiver and Sonos showing. Yay happy days.

Ooops, ‘Your AV receiver might require a little help, select the input manually’. Deep frustration sets in. The manual icons don’t correspond to my receiver in a way that will make it work. The device was originally recognised, Emotiva XMC-1 so what am I meant to do now? Also the power amp is not recognised and all I want that to do is turn on and off with the receiver but I cant even pretend it is something else to fool it into working so I still have to turn it on and off the old fashioned way.

Eventually I got Sonos to play, but in the wrong room! Deleting and reinstalling a few times and renaming and I can now control Sonos. Except that when I mute Sonos I cant unmute it without manually pressing the unmute button on the box. (Note, don’t press mute, just lower the volume!)

So there we have it for the time being. I really want to like this lovely device but it needs a comprehensive INSTRUCTION BOOK, jiggling around online on a phone is no substitute unless you are under twenty I guess. (For a gem of a user manual just look at Emotiva’s, its superb)

Also if I cant get my Emotiva receiver to work with Neeo which after all is the heart of my system then all is doomed.

Apologies for the long post but as an intelligent, but not a geek, real world purchaser I’m is telling it like it is and really wanting to use Neeo.

I’ll be happy to report further as and when things hopefully get sorted.

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  • Jeff Ingrid Andy

    Can you guys help?

  • david.6

    Tip : While you wait for help, at the top of this page on the right there is a search box ===> type in anything you want say in your case ===> Emotiva XMC-1

    That's the easiest way to find a topic about anything about NEEO. Because a lot of topics have been answered before, one assumes that a new comer will easily find topics which is indeed false. But otherwise there you go! There could be something in there for you.

     

    Eman.

      • David
      • David.6
      • 2 yrs ago
      • Reported - view

      Emmanuel Serebe 

      Thanks Eman, I have tried the search box but without success. Hopefully the Neeo gurus can come up trumps

  • Hi,  David. Welcome on Planet Neeo and thank you very much for your feedback which helps a lot. I am sorry to hear that your first experience wasn't as expected. I am confident we find a solution that you'll have a great NEEO experience in the end. 🙂

    David said:

    Also where are the power supplies for the usb’s? Do they not come with UK shipping?

    I have checked this with the logistics. We are very sorry that the UK adapters accidentally haven't been sent. We will send them out immediately. 

     

    David said:

    Hang on, there’s the multi page warranty but where’s the instruction book, at least a set up leaflet?

    We are considering bringing back a "quick start guide" inside the packaging.  For your first setup, you can also find some additional information on the NEEO help desk over here. You are also very welcome to contact us directly: support@neeo.com 
    Our amazing NEEO Community also provides help and is always happy to share their NEEO knowledge. 

     

    David said: 

    Ooops, ‘Your AV receiver might require a little help, select the input manually’. Deep frustration sets in. The manual icons don’t correspond to my receiver in a way that will make it work. The device was originally recognised, Emotiva XMC-1 so what am I meant to do now? Also the power amp is not recognised and all I want that to do is turn on and off with the receiver but I cant even pretend it is something else to fool it into working so I still have to turn it on and off the oldfashioned way.

    I'm confident that we will get your device working. Did you add Emotiva XMC-1 AVR or Emotiva XMC-1 TUNER to your Devices? What do you mean exactly when you say that the manual icons don't correspond to your receiver? Do you mean a manually created recipe?  I will also tag Andy, as he is the best support for all IR based driver questions. 

     

    David said:

    Eventually I got Sonos to play, but in the wrong room! Deleting and reinstalling a few times and renaming and I can now control Sonos. Except that when I mute Sonos I cant unmute it without manually pressing the unmute button on the box. (Note, don’t press mute, just lower the volume!)

    Could you please explain this a little bit more in detail? Do I understand correctly that it was not possible to add your Sonos to the correct room? 

    Which SONOS speaker do you use? Do you use Sonos Groups or just a single SONOS? Are you able to unmute your SONOS with the NEEO app or do you have the same experience with the NEEO Remote and the NEEO app? Which source do you use for your Sonos? 
    Could you please tell me which firmware are you running on your NEEO Brain and Remote?
    Would you mind sharing a screenshot of your Sonos recipe? Tap on the menu ☰ > Tap on recipes  > Sonos > Edit launch.  

    • Jeff
    • Head of Customer Experience
    • Jeff
    • 2 yrs ago
    • Reported - view

    David Thank you for taking the time to post this and as Ingrid said, we apologize your initial experience was a bad one. We’re commited to getting this turned around for you ASAP. 

    I would really love for you to give our customer support team a phone call as I feel this would be the best route for you. 

    1-844-669-6336, Agents will be a available from 9am to 5pm PST.  We look forward to speaking with you and getting this turned around quickly.

    Thanks!

  • Hi Ingrid,

    Many thanks for your very prompt response.

    I added the Emotiva AVR not the Tuner. The inputs shown on the Neeo do work but this is the only screen available. I have a turntable on Analog 1 and the Sonos is on Optical 1. There is no direct input command for these apart from pressing the next button until I find them. I assume there will be a way of editing the inputs with friendly names? Is there a way of replicating the other commands from the Emotiva remote to the Neeo?

    I was able to assign the correct Sonos to the correct room (quite pleased with that!) but my point was when I used the mute button on the Neeo it muted the Sonos but wouldnt unmute it. I still had to do that physically on the Connect.

    I have added some screenshots inc the firmware version.

    Jeff, thanks for your suggestion to contact customer services which I will and Im confident we will sort this out, just needs a bit more understanding on my part i'm sure!

    Thanks

      • Jeff
      • Head of Customer Experience
      • Jeff
      • 2 yrs ago
      • Reported - view

      David I followed up with our CS agent and he mentioned we got you squared away? Thanks for giving us a call and I hope we were able to turn your experience into a more positive one. 

      Thanks!

  • Update on original post.

    Had a really speedy response from CS Agent who sorted out my initial problems over the phone and helped me to understand the system in laymans parlance.

    My poweramp, a good one though now obsolete was not initially available under devices however the smart guys at Neeo sorted that out and within a few days it appeared under devices allowing me to add it to the recipes. Got to say that is service beyond expectations.

    Right now all is working and far more effectively than any previous remote so thanks Neeo.👏

    Not to be picky but it would be nice to have the app available for a laptop or tablet rather than just a phone. 

    • David Hi, thank you very much for your positive feedback. 🙂

       Not to be picky but it would be nice to have the app available for a laptop or tablet rather than just a phone. 

      Don't worry at all. Your feedback is very appreciated. We have an Idea Voting section, where all users can post there ideas and vote for it. There is already a highly requested voting for a Tablet App over here. Please vote for setup the NEEO by a Webbrowser as well. You have already the possibility to set up your NEEO via a Webbrowser, as Markus Mahr mentioned in this thread. Please note, that the browser access is not officially supported for the moment. 

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