Grounded power supply



  • I need to request a grounded power supply for my spark. Please let me know the procedure. Thanks in advance



  • contact support with the homonymous link at the top of this page and fill out the form with the data it asks you



  • @princetonwatchguy

    Please let the forum know about your experience and any communications you get back from support.

    Thanks!
    Keoki



  • Based on my experience, be prepared to take a video showing the issue, answer several questions, finally get approval for a new power supply after a week of back and forth, and then wait at least a month. (Still have not received mine so a month could be optimistic.)

    YMMV



  • @cbrandst said in Grounded power supply:

    Based on my experience, be prepared to take a video showing the issue, answer several questions, finally get approval for a new power supply after a week of back and forth, and then wait at least a month. (Still have not received mine so a month could be optimistic.)

    YMMV

    I don't think the video is needed anymore
    or at least they didn't ask me, I explained the "symptoms" and they immediately proposed sending me.
    it is true that I had to solicit with another email, but with 15 days it arrived



  • @samueleonline

    Out of curiosity, when did you make your request and when did you receive. Dates would be helpful. I’m asking because PG ran out of power supplies at one point and was awaiting a new shipment to send to other owners with the same Issue. I’m trying to get an idea if you got yours when they were in stock or if that replace the arrived very recently.

    Thanks
    Keoki



  • @keoki said in Grounded power supply:

    @samueleonline

    Out of curiosity, when did you make your request and when did you receive. Dates would be helpful. I’m asking because PG ran out of power supplies at one point and was awaiting a new shipment to send to other owners with the same Issue. I’m trying to get an idea if you got yours when they were in stock or if that replace the arrived very recently.

    Thanks
    Keoki

    • required new power supply on July 22nd
    • replacement request accepted on 23
    • solicited email on 6 August
    • tracking number sent by PG on 12
    • power supply shipped by China on 13
    • received on 17 in Italy


  • @samueleonline

    Ah! So you're in Italy? Molto buono! When we were stationed there in the mid 60's I loved traveling to Verona and Lago di Garda. Very nice.

    Interesting that your power supply was shipped from China but I don't know why that should surprise me. What are your feelings about the time it took? You said 15 days but I couldn't arrive at that time based on your timeline I was getting 26 from July 23 to Aug 17, maybe I misunderstood something. 15 ain't bad.

    Given your location and the fact it was shipped directly from China to Italy the question is still open as to whether owners in the States are still waiting for theirs to arrive and be distributed or if they've started to get them at this point.

    Thank you for the feedback
    Keoki



  • @keoki
    if you consider that it took 5 months to get the Spark.. this was a breeze



  • @samueleonline

    Ha! Breeze hell, more like a whirlwind! 😉

    Keoki



  • July 31 identified power supply as likely cause of humming issues, requested grounded power supply
    Aug 3 received PG reply requesting video/answers to questions
    Aug 9 sent video + answers to questions to PG
    Aug 17 received reply from "Felix" at PG that a grounded power supply would be sent

    Still waiting (and humming) in the meantime. For those who received the grounded power supply, how much did it help to reduce/eliminate the hum?

    Thanks



  • @widmark About the same here was told on 8/11 they were on order and no confirmed ship date and I would be alerted.



  • @keoki said in Grounded power supply:

    What are your feelings about the time it took? You said 15 days but I couldn't arrive at that time based on your timeline I was getting 26 from July 23 to Aug 17, maybe I misunderstood something. 15 ain't bad.

    I had missed this step
    No, I counted the 15 days from my second email but approximately, when they actually activated the sending under warranty



  • @samueleonline

    A reasonable way to figure the 15 days. I think that’s not bad. I think those owners in the States will be waiting longer than that. We’ll see...

    Keoki



  • Hello, I had the same humming issue; my amp was delivered in mid June (ordered the 14th of December 2019), and as soon as I noticed the humming, I opened a ticket at the customer support and requested a grounded power supply. No problem at all, Felix (Positive Grid agent assigned to my ticket) was very kind and helpful and said they would send me a new one.
    It arrived about 3 weeks later, sent from China (I'm in Italy), but unfortunately it was faulty, and as soon as I plugged it into one of the house outlets, it brought down the house general switch; so, I wrote again to the customer support and Felix apologized for the problem and said they would send a new one. It was July the 24th.
    Two days ago, August the 17th it arrived (from China), and when I tested it, it's perfect, the humming is completely gone (without using the Noisegate), the amp is working perfectly and I am very happy.

    Have a nice day, goodbye.



  • Here in Italy,

    Asked new power supply 6 August.

    Still waiting the tracking number

    I don't know if they shipped it



  • @coloxim said in Grounded power supply:

    Here in Italy,

    Asked new power supply 6 August.

    Still waiting the tracking number

    I don't know if they shipped it

    sollecita ;)



  • @chrome0some thanks for posting great to hear. Now I just wish I would hear something from PG about the power supply being shipped.



  • I have a tracking number from DHL coming straight out of China. It still says;

    Friday, August 14, 2020 Location Time Piece
    1 Shipment information received DONGGUAN - CHINA MAINLAND 14:27

    So they don't even have the damn thing yet, nearly 2 weeks after the label was created. I'm hoping this is the power supply but it's hard to tell.



  • So I e-mailed DHL about my waybill that was created two weeks ago and they confirmed that they have NOT received the package. My second Amp is on the way via FEDEX and due to me by 31 August. I will have TWO Amps before I receive the bag I purchased with my original order or the replacement power supply for the first Amp. This is like a bad joke that just keeps getting less and less funny. I mean, what the hell?
    @mike