Wunder Audio customer service

[Sadomiso]

Hello
I'm kinda desperate with my situation with Wunder Audio, so i wanted to share my experience to warn people who'd consider buying something from them, and also maybe make Mike react.

I bought a 24ch Wunderbar 2 years ago. So far it never FULLY worked.

First issue was an "intermittent solo" problem that took more than a year to get fixed. I don't know how many emails (and i usually have to wait for a few weeks or even a few months to get an answer) were necessary for this. I finally told them i would call a lawyer to settle this and then suddenly Wunder sent a tech engineer to my studio, who finally fixed the issue (that was caused by a bad design in the solo section).
Now I have two more issues :
- very noisy EQ and HP switches (like some DC is present at the switches)
- a serious phantom power issue that caused the channels to self oscillate. We had to completely desactivate the phantom power by unwiring the regulator that controlled it. The engineer thought it must be a faulty ribbon cable. It's been now more than 5 months that i'm waiting for the replacement cable (standard ribbon cable..) and working with no 48V power on the console. I have to use other preamps when i use condensers!

I feel this is not right for such high end products, even if this is a very small company. It's even more a shame since the console sounds really good.

So think twice before you go for a wunder product, or maybe i'm just very unlucky.

JB

[Shaman]

I´ve burned my fingers some years ago with two
wunder pafours mk 1 which had several issues
( among them noisy switches - in the end I replaced all those cheap chinese crap switches with gold ones).
No e-mail replies from wunder for months.

Europe is a very distant place for most
small american boutique audio companies.

Lesson learned.

[Dan]

What is the deal with those switches? I have 4 peq-1s, and the gain switch pops every time you adjust them. They sound fantastic, but I wish they didn't do that.

[Sadomiso]

I don't know yet what the problem is exactly.
My local tech engineer thinks there is some DC power at the switches that causes the noises, there was apparently a similar problem on an old SSL model, they fixed it by adding a small module that compensates for any DC present at the switch, therefore eliminating those pop and scratchy noises.

I told that to Mike at Wunder and to the guy who apparently helped designing the console. They didn't react at all.

[Sadomiso]

Originally Posted by Shaman

in the end I replaced all those cheap chinese crap switches with gold ones).

Did this completely solve the noisy switches problem?

[Matt Syson]

Hi
Gold plating is not necessarily the best for often used switches.
Matt S

[VT-MHE]

Wow! This is truly discouraging me from wanting to buy anything from wunder.

[RKrizman]

When I was auditioning high end tube mics I had sent Mike an email about the CM49, which I quite liked, but I wanted some info about it--capsule type, etc. I never heard back from him, and ended up going with another company. (But I do like the sound of that mic). I think he's doing himself a disservice by not being more responsive. Who knows why.

-R

[Alex Breaux]

I have used a lot of Wunder's products and I think they are great. I think they are better then the majority of the competition.

I also think Mike at Wunder is a great guy.

I can't speak for the problems you are having with your console, especially when you first got it. But it only can take about 2 years with most consoles to start having issues here and there.

Good luck, and thats a great console you got there!!

[Matt Syson]

Hi
The reports above, IF TRUE, have some worrying characteristics.
A tech from the factory should know these things 'inside out' as what is reported above is VERY simple.
'Noisy switches' (when new at least) are not the problem of the switch itself.
Matt S

[Jack P]

I have read a couple of other console buyers from Wunder having a similar non response.

Is there no batphone number with such an expensive custom console
straight to Mike ?

[cinealta]

Originally Posted by RKrizman

When I was auditioning high end tube mics I had sent Mike an email about the CM49, which I quite liked, but I wanted some info about it--capsule type, etc. I never heard back from him, and ended up going with another company....

Interesting. I was just about to post a thread on Wunder vs Flea microphone reliability and customer service (not sound). It sounds like it may be better to outfit my studio with Flea mics if Wunder is not very responsive.

[Jeff Hayat]

60 channel, 68 monitors, 2 Powerbar PSU's
NEW Exotic Wood package
MIDI controlled Motorized P&G faders
Patch bay
Center section for 23" flat screen monitor
Insert enable/defeat panel via light-pipe buttons

$276,000.00

WOW

[dillweed]

Had a PAfour. It sounded great, but as stated before, loud pops when changing the mic gain. One of the channels went bad and had to send it in to get fixed.

Called them about buying a mic. Never heard back.

They're in Austin. Everyone's too busy hitin' the bong!

[Sadomiso]

It's kinda comforting to hear that other people seem to have issues trying to communicate with Wunder. Still, it's really a shame when you sell such expensive high end equipment to be so lazy with customer service.

I understand the Wunderbar console is still a work-in-progress as they only made about 10 consoles, there's some real design flaws in some parts of the console like the master section and the I/O section. But that should be another reason for being more attentive to your customers.

I would be curious to hear more about the noisy switches on the PEQ as it seems to be a problem for everyone. Sometimes on the some channels, the sound would even completely disappear until i mess with the HP switch, like on a very old console with scratchy pots..
Has anyone found where that problem comes from (i don't believe it's the quality of the switches alone)?

[Matt Syson]

Hi
Would anyone out there who has a Wunderbar care to post a few pics of the INSIDE of some of the modules.
There aren't many around in the North of England, where the good desks come from.
Matt S

[Shaman]

Originally Posted by Sadomiso

Did this completely solve the noisy switches problem?

yes but I still had hum one one channel when phantom power was on
and two units were connected - in the end I sold the wunders and went for 16 channels of gml 8304 which never let me down.

[Sadomiso]

Also, does anyone have schematics for the PEQ2 preamps??

thanks

[jeremyglover]

there's no reason for someone running their own business to not answer emails within 24hrs.

that's really sad.

[shobud]

Originally Posted by jeremyglover

there's no reason for someone running their own business to not answer emails within 24hrs.

that's really sad.

Absolutely agree! Even if it's just an acknowledgement to start off with.

It's like sitting in a restaurant and having no one even aknowledge your presence for the first 15 minutes. At least say Hi, be with you soon!

Dan

[Dan]

Originally Posted by Matt Syson

Hi
Would anyone out there who has a Wunderbar care to post a few pics of the INSIDE of some of the modules.
There aren't many around in the North of England, where the good desks come from.
Matt S

Here's a PEQ-1 module.

[ArcCirDude]

I just wanted to chime in here and say that I have a pair of Mike's large badge CM7's that I bought in 2007. Mike was in touch with me the same day I enquired about the purchase. After delivery, one of the power supplies, built OEM by a well known, excellent transformer winder, stopped working. Mike helped me troubleshoot the problem via email within two days and with his detailed pictures and instructions I managed to fix the problem, thus avoiding sending the power supply back to Austin from Norway. Top notch service.

Perhaps he is sick or going through personal problems. I hope all is well with Mike. He is a very nice, dedicated guy. Remember that this is the "High End", which means small, boutique, often one man operations. I remember a Phoenix falling once and then rising from the ashes.....

I wish both you and Mike well.

[u b k]

Zero experience with Wunder products, although I've heard nothing but stellar reviews in terms of their sound.

But I did want to chime in and agree that switch pops are not the fault of the switch itself nor a reflection of its quality, popping is an issue with the circuit design itself.


Gregory Scott - ubk

[RoundBadge]

unfortunately sometimes that's part of the small boutique company thing.
if the owner or few people involved don't respond to your tech issues,you're outta luck until they do.
especially bad when you've spend the big bucks on a studio centerpiece like a console.
and god forbid when a company goes under or discontinues parts .

fwiw I initially had switch /build quality issues with the PEQ's [sold] as well.
actually one module died in the middle of a high profile session.a bit disconcerting having had the unit for only a week.
Mike did respond in a timely manner though.

[RKrizman]

Originally Posted by u b k

Zero experience with Wunder products, although I've heard nothing but stellar reviews in terms of their sound.

There have been other reviews. No point in putting out a testimonial based on hearsay.

-R

[RKrizman]

Originally Posted by RoundBadge

fwiw I initially had switch /build quality issues with the PEQ's [sold] as well.
actually one module died in the middle of a high profile session.a bit disconcerting having had the unit for only a week.
Mike did respond in a timely manner though.

The best customer service is no customer service.

-R

[RoundBadge]

Originally Posted by RKrizman

The best customer service is no customer service.

-R

indeed.
I've had my vertical Daking rack for nearly 20 years.
not a single audio issue.
only one little plastic switch cover popped off .Geoff had a replacement for me out next day.

[Matt Syson]

Hi
The switches and pots used on the PEQ1 pictured above are basically the same as the Neve and similar modules of 'the era' so should not have particular 'issues'.
Clicking and popping should not happen and if it does there is something amiss with the design somewhere. Not necessarily a big deal to 'fix' but should be done.
The definition of 'click' when I was testing Audix desks for the BBC in early 1980's was that it should not peak to more than '5' (+4dBu) when the signal chain produces a reading of '4' (0dBu) on a peak reading meter. Meaning you amplify the hiss until you read 0dBu then operating any switch should not peak more than 4dB above. When listening to it, the 'interuption' should be more of a mild 'thump' rather than a 'tick' as it is less objectionable.
I hope that this is simply a 'glitch' and that Mike will get any 'issues' resolved quickly. Part is of a technical nature, suggested by observations above, but also to resolve a perceived 'communications' issue.
By all means 'bash' the big companies but in the interests of encouraging 'interesting' gear, which enriches the field of recording we should have some sympathy with 'the small guy'.
Matt S

[u b k]

Originally Posted by RKrizman

There have been other reviews. No point in putting out a testimonial based on hearsay.

It wasn't a testimonial, it was 'tact', and to me there is most definitely a point in being tactful.

If someone were to ask me what is pointless, I'd say 'doling out unsolicited advice'. But then, nobody asked me.


Gregory Scott - ubk

[RKrizman]

Ha. Apparently it doesn't stop either of us.

I in fact have used Wunder mics and, just so you have a more informed perspective on the reviewing landscape, I've previously posted that I felt the CM7 and the CM7 GT were both somewhat less than stellar. Otoh, I absolutely loved his M49 clone, although the demo I received had a buzz in it. (the response from the dealer was, "if you buy it we'll get you one without the buzz". An email to Mike went unanswered). I know a couple of other guys who decided their money was better spent elsewhere. But hey, no harm no foul--that's the market place and the wide array of different needs and aesthetics.

-R