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Going beyond customer service

Posted by madisonears (A) on January 8, 2019 at 20:57:46

I recently purchased a used Wyred4Sound STP-SE preamp, built originally with the Stage 2 upgrades. This is an amazing piece of equipment with plenty of features and incredible level of transparency, providing a unique blend of accuracy and realistic tonality as well as convenience and reliability.

One feature it does not provide is a line level fixed output. I need that to send my source's signal to other remote systems in my house. I have been using one of the variable outputs, but that entails adjusting the remote system volume as the main volume control is changed. I like the preamp very much and want to keep it, so I wanted to try adding a fixed output. That doesn't seem very complicated until one opens the enclosure and sees a beautiful but very compact layout. I was a bit intimidated by the complexity and unfamiliarity of the circuit, so I asked Wyred4Sound for help via email. The next day I received a response from EJ Sarmento, who happens to design the equipment and run the company!

After trading a few messages back and forth, including a generous offer to let them do the work at the factory, today I received a very clear photo of the board I must access, marked with clear instructions of what to do, and a very encouraging and personable written description of exactly how to accomplish this mod.

Mr. Sarmento was aware from the outset that I had already purchased this on the used market, yet he was willing to examine the circuit and present me with an elegant solution.

I don't know how often that level of support is provided to someone who hasn't bought new equipment, but I imagine it's not typical. I am truly grateful to EJ for his assistance, and fully expect that he would be just as generous and helpful with any customer.

Peace,
Tom E


berate is 8 and benign is 9

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