I just bought a Veolo and have been having major issues with the AC adapter, causing the Veolo to power off abruptly after just a minute or so, or even be unable to completely boot up to the home screen.

While I still try (unsuccessfully) to get through to A.C.Ryan Asia-Pacific telephone support, I'd just like to make an observation that, in my experience, 2-pin Euro-style AC adapter plugs often fail to make secure contact with 3-pin UK-style sockets (as we use here in Singapore). I'd like to suggest that in future revisions of your product lines, you consider taking the Apple approach of having detachable plug heads for your AC adapters that can be replaced by whichever head is appropriate for the country of sale.

Thanks much!

Hello,

I'm sorry to hear about your experience. We have regional based power adapters with our products. So if you buy the player in the UK, you will then also get the UK power adapter etc. If you are trying to connect a Euro-style power adapter to a UK socket, then this can naturally be a problem.

Our Singapore office is currently attending @ this event -> viewtopic.php?f=4&t=17196

You should try to contact 'asia @ acryan . com' or call the Singapore office for a switch of the power adapter.

Br,

Hi Mikael! Thanks much for the quick reply!

My concern is that I'm buying and using this in the same country (Singapore), so I would certainly expect to receive a UK-style power adapter used locally, as I do with (for instance) Western Digital external USB hard drives purchased locally.

I'm very much aware of the SITEX event, but I did call the service center number five times before 4:30pm today and no one answered from any department (tech support, sales, marketing, etc.). Is the entire office at the event? If so, do I have to wait till next Monday to get my unit serviced?

Hello,

and no problem!

Yes, I just talked to one of my colleagues from Singapore. Everyone, but the support is at the event. So all departments will be unreachable. The phone support is down with a few people as well, so if you did call before 4.30pm then it sounds like the lines were busy, as I don't know I'm not able to give more information regarding this.

If you bought the product in Singapore and got the wrong adapter, then this is a mistake from the factory our in the warehouse when sorting and not normal procedure. You should try to contact the Singapore office early tomorrow, but it could be that tomorrow it's completely closed. If this is the case, you can visit the AC Ryan booth at the SITEX as it also is in Singapore, to switch the adapter there, or you have to wait until Monday as last option.

I'm not able to do more as this is out of my control here from Europe!

I hope you solve this sooner than later so you can start using your product!

Br,

Hi again, Mikael!

Thanks again for all your long-distance help! Unfortunately, I don't think my problem can be resolved from the Singapore end, and I'm giving serious thought to posting a negative review online. Here's why:



I managed to get through to the local support hotline, and they arranged for me to swap my existing unit for a new one at the SITEX show. This new unit also has the Europlug AC adapter bundled with it, and this one lasted 10 minutes playing video before abruptly hard-booting itself. Thereafter, it kept constantly rebooting and eventually powered itself off. Manually power-cycling the unit immediately just starts the endless reboot all over again, while waiting for an hour before turning the unit on again gets me about 2 minutes worth of access before the reboots begin again.

I notice that when it starts rebooting, the front panel LED starts off brightly, then goes through several cycles of rapid dim-bright-dim-bright fluctuations before going off completely. While I'm certainly not familiar with the internal circuitry of the Veolo, it looks oddly like power fluctuations to me, which no other device on the same power circuit or elsewhere in my flat is exhibiting.

I also confirmed that A.C.Ryan Asia-Pacific (the local office) only ordered units with Europlug and Australasian AC adapters, i.e. UK AC adapter units were never brought in. While I haven't been able to talk to anyone in local management yet, I get the impression that it was a deliberate decision and not a shipping error.

Since I'm not about to spend additional money to purchase a second unit direct from the UK with an AC adapter that conforms to the local standard, and have no desire to fight my way through the SITEX crowds yet again, I have no choice but to wait till Monday to get yet another replacement unit from the local office. What little time I've spent with this unit so far has me intrigued, but I must express my deep displeasure at the local office's decision to sell units with power adapters that do not conform to the local standard.

Hello lexfiend,

Thanks for the feedback and I'm sorry to hear about your first experience with the VEOLO.

Please contact the Singapore support today as they should be in office now for assistance! This is naturally not how the player is suppose work when you have a working device.

Br,

Hi Mikael!

Thanks for following up again! As I mentioned in this other "hot" thread, I finally managed to get my replacement unit working for now, and it's hard to see how it could be due to anything other than an inappropriate AC adapter.

SInce Arne has already posted in that other thread that this issue is being investigated, I'll wait for updates before taking any further action.

Thanks again!