Contact number for Brennan

[andy parrott]

Does anybody have a phone number for Brennan please ?

I placed an order with them several days ago but have had no further status updates since.

They haven't yet replied to an email asking for an update either.

[J Rathbone]

Assume you used the website email address: thebre...@gmail.com

You could try resending it to sa...@brennan.co.uk

Also found this phone number on google: 0844 561 0443 or +44 121 352 6543 (outside UK)

[andy parrott]

Thank you for the response.

I obviously missed the number during my googling sessions.

I have been using the gmail address (apart from misspelling and having to resend), but not tried or seen the sales one, will give that a go.

I have now sent them a cancellation email, but not received a response to that either. 

The status has remained 'processing' for more than 24 hours so no idea what is happening nor how they can claim next day delivery on their website. 

In the end I decided they aren't a company I can deal with.

All very disappointing as the B2 would have been perfect for what I wanted, but I can find an alternate approach.

[J Rathbone]

That phone is dead. Sorry. If you get no joy with the other email address you could always contact your credit card company to cancel the transaction and then repurchase from amazon (free post and they will respond to emails...). 

Good luck

On Friday, November 6, 2020 at 2:16:13 PM UTC J Rathbone wrote:

[Russell...@hotmail.com]

Hi Andy - if it helps your concerns,  Brennan and the people there can be trusted and will act honourably - I am speaking as a customer of over 10 years, I suspect something has put this fly in the ointment - maybe the Covid situation (If you're in the UK and just gone into lockdown 2) In any case I am 100% sure that Paul or Martin will sort this for you. If you do decide to go ahead it's a great way to access all your music. Best wishes and Cheers Russ

[andy parrott]

Hi Russ,

Thanks for your views. I do understand and have seen the loyalty generated by messages on this board, however I don't cope very well with companies who don't/can't provide any form of customer service. 

Yes I am in the UK, but most of the people I work with are able to carry on as normal, although I do accept that doesn't apply to everybody, the website could be updated to note any particular problems or even change delivery expectations.

I started to write a detailed response, however I think it can be summed up as the Brennan order page sets expectations as to delivery. That hasn't been met and all emails I have sent so far have remained unanswered. I can reply to work and personal emails on my company smart phone so I am struggling to understand why emails can't be answered. It is that which gives a poor impression and raises alarm bells for me.

[Russell...@hotmail.com]

Hi Andy -  I absolutely agree with your view on company customer service and that's really why I replied on the Forum - these issues you are experiencing are very out of character - although that will not help your frustration at the moment. BUT if you can keep the faith for little longer either Paul or Martin will sort this for you whatever option you decide on. (By the way I'm not an undercover sales agent !!) Cheers Russ

[Chris Blythe]

Andy,

sorry to read of your problems. My experience has been the reverse. Admittedly it was not next day delivery and the website just reports "processing" but i placed an order on the Monday and it was delivered on the Friday.

There was an issue with it and Paul authorised a replacement. I posted the defective until off on Wednesday and the replacement unit arrived this afternoon.

I restored the back up and things appear to be OK.

I found customer service exemplary.  Ordered on 19/10, received on 23/10,  posted details of the fault on the forum on 30th, returned on 4th, replacement in service on 6th, today.

[andy parrott]

Hi Chris, Thanks for sharing your experience. According to the Brennan website all orders are next day delivery. If you order before 2pm it is same day despatch so a little puzzled why you think yours wasn't.

[Chris Blythe]

I ordered at about 9.20am but because it was not same day despatch, the postage was gratis. But the delivery of the replacement unit was almost instantaneous, that was impressive.. 

[andy parrott]

I just wanted to give a final update.

Parcelforce dropped off a parcel this morning, which completely unexpectedly was the B2 + speakers. Unexpectedly because I received no notification and the Brennan Status page is still showing as processing.

I subsequently received an email from Brennan, apologising for not responding earlier.

So all good now.

I wanted to use the B2 as a standalone unit and didn't plan at this stage to connect to my WiFi.

I have set it up and loaded a couple of CD's, however they haven't been recognised so no title etc. The loading however was very impressive and does exactly what I hoped for, having spent hours last year loading a number of CD's onto my NAS drive via my Mac, this is much smoother. Just need to get it to recognise my CD's and it will be perfect.

I have now connected it to my WiFi wondering if that was the problem. But now it hangs 'waiting for CDDB' - troubleshooting implies weak network strength, I haven't checked yet but it shouldn't be a problem unless the dongle is exceptionally weak. In that respect it worked better without network connection, but would require manual intervention for each CD.

So far I have tried

Tears for Fears

Florence and the Machine

Fleetwood Mac

I would have expected at least one of these to be recognised.

So need to investigate further but may add another thread re CD's not being recognised. If I have to manually enter each CD that will be a pain. 

[Peter Lowham]

Hi Andy,

If you check the software version date of your B2, from the front panel (B2 showing the main menu, then on the B2 remote control press the 'Info' button twice, you should see a line in the display showing 'Version B2B ...........' where '..........' is a date.  This needs to be reasonably up to date, at least 'Oct 6 2020'. 

If it is not up to date, you can either run 'Web Upgrade' in the 'Settings Menu' (needs a network connection) or you can alternatively download the latest B2 software via you PC or Mac to a USB drive and load it manually into the B2 using 'SW Upgrade' function in the 'Maintenance Menu'.

I have been ripping many CDs recently (including Fleetwood Mac) and am having a very high success rate with album recognition.  But it does rely on the software being up to date and CDDB being accessible.

Regards,

Peter. 

[Andy Parrott]

Thanks Peter I will check.

[andy parrott]

It looks like I have/had Nov 6 2019, so have updated it and will try again.

Hooray, worked first time for Fleetwood Mac. Thanks once again Peter for pointing me in the right direction.

[Peter Lowham]

Hi Andy,

Good stuff!  It's a good policy to check for software updates every 2 - 3 months because changing external factors sometimes force Brennan to make changes to the B2 software.  There was a major change to the CDDB access in March 2020, which was probably the root of the problem that you were suffering.

Regards,

Peter.

 

[Les Stanley]

And yet another example where, an option, to update the software at boot up/switch on time would be useful.

[Peter Lowham]

Hi Les,

Agreed.

Regards,

Peter.

[DavidBP]

I had the same problem last week when ordering.  They have a very lackadaisical attitude to customer service and this worries me considerably. I chased my order through the tech email who seemed to be the most responsive and my unit eventually arrived.  I am, however, very nervous as the documentation is virtually non-existent, they don't seem to want anyone contacting them by phone; only via email (which they ignore).  I'm finding lots of problems setting up the system and rely on the internet to find those who have managed to overcome the setup procedures.  Having owned successful prestige audio companies and still Chairman of another, my suggestion would be to write a more explicit manual and give access via the website.  This could also show the menu hierarchy and all the most relevant settings such as how to connect to Sonos.  It seems poor business to have the tech person answering what I expect are the same group of questions time and time again.  It will also vastly improve their image and cut the large number of negative criticisms on many sites on the internet.  The YouTube videos are limited but OK, however, if they have the answer to what you're looking for you need to wallow through much that is irrelevant and usually, only after you've spent this time do you discover that it didn't answer your query. Such poor management seems a waste and damaging to what should be a little jewel in British Audio.  I fear that unless they address these issues they will not be around for too long.

On Friday, November 6, 2020 at 10:09:57 AM UTC andy.pa...@gmail.com wrote:

[Daniel Taylor]

Hi David,

It's been nearly two years since I bought my B2.  So I don't remember the limited documentation that came with it.  But somehow, they got the point across to me that there is a wealth of information, such as the menu structure you mentioned, available on their website:  www.brennan.co.uk  That could very well answer most of your questions.

But if not, you've found your way to the forum, and there are friendly folks here who are happy to try and help.

[Chris Blythe]

David,

I in my third week of being a B2 owner including 1 replacement. The limited documentation you get when you open the box  is something i can live with. i had done a bit of an extensive look at the website before i bought the B2 and this is where the information is most up to date.

I would agree that you stumble into getting the B2 working to your satisfaction.

A software version check on startup with an option to update would be useful. The only other bit i found a fiddle was  dialling in the wifi password. but then with no keyboard, its the only way.

One of my reasons for getting the B2 was that we are moving soonIand my wife threatened to chuck out all my CDs as I never listened to them any more. in the end we compromised I got the B2 and ripped all the CDs  and took two backups and she got shot of the CDs. I did use a standalone CD reader though because it was quicker. I also followed the advice to compress overnight. 

Currently I am using the Bluetooth link to play the music on my wife's Iphone.. 

Much kudos for me, the wife is impressed with the B2 and cannot believe that all those CDs can sit in something so small. She was also impressed  with the turnaround between packing up the defective unit and getting the music back on the replacement unit especially as we are on the cusp of moving.

This forum also provides a lot of help and its worth reading through it.

No doubt there will be ups and downs in the moths ahead but i can say i am pretty chilled now.

[PMB]

Hi DavidBP,

Glad to hear the B2 was delivered albeit not to your original expectations.

There is a 'How To's' section on the website - link - a 'Basics' section - link - and a 'Menu Summary' - link - which you may find helpful.

We also recommend you do a Web Upgrade - Settings menu - to get the latest software.

Paul

Brennan Support.

[DavidBP]

Dear All,

Thanks.  After my original frustration I've discovered links to the menu structure which has been most helpful and I've printed the B2 Operating Guide for ease of future reference.  The unit is really a piece of audio jewellery and I'm looking forward to replacing my old media server once I can get everything set up correctly.  Therein lies a question:-

I use WIndows 10 on my PC and have an existing music server which shows up in the main file folder.  I want to move the FLAC files from this old server into the Brennan however the Brennan doesn't show in either my Files folder or on the network link.  I checked the router and it is present there and if I enter the IP address into my PC the Web UI appears.  I've also tried using an ethernet cable connection with identical results.  Within the Web UI I went to upload/bulk but it couldn't find the existing Server.  Can anyone offer suggestions please?

[john Henrick]

Search the forum for SMB 1.0. This needs to be enabled on windows 10

Once done reboot your pc then map the Brennan
as a drive

John

[PMB]

Hi DavidBP,

Windows 10 disables SMB1.0 which the B2 uses to communicate over networks. On your computer go to 'Turn Windows features on and off' > scroll down to SMB/CIFS.... > expand the section and select the second option 'SMB1.0/CIFS Client' > OK. Now return to the 'View network computers and devices' - BRENNANB2 may take a while to show the first time and you may have to refresh the 'View network ....' window for it to show.

Double clicking on BRENNANB2 will open a pop-up asking for user name = root and password = brennan. Clicking OK should open the 'music' folder on the B2. You can now manipulate the files on the B2 - cut and paste, copy, delete, rename, add files, etc as you would any computer file. However after making any changes on your computer you must run Scan Disk - Settings menu (or via the Settings menu on the web UI page) to update the B2 i.e. the changes are local to the computer and Scan Disk updates the B2.

Paul

Brennan Support.

[andy parrott]

I thought it worth coming back to this thread now that I have had the B2 for a few days.

Looking at the journey my B2 made getting to me it looks like Brennan have outsourced their logistics, it could be that part is letting them down. However fairly easily remedied by changing the delivery expectation on the Brennan website.

In terms of the B2, absolutely brilliant. 

My only problems have been with the CDDB lookup. I am still getting odd results, but mostly finding a match. Of 100 CD's ripped so far, 8 couldn't find a match. 

Some of those not matched are fairly mainstream - a Kylie CD and also non of the Hall & Oates CD's I have tried, yet It found a match on a fairly obscure CD - Les Cathares by Christian Sales.

I also had one occasion where it appeared to read the CD but no music ripped, I think someone else mentioned similar in a recent post. In my case it was CD1 of Bizarre Fruit II, CD2 ripped fine. I assumed a CD fault and will look at it later. (i Processed disc 2 before disc 1 if that makes a difference)

On Monday, November 9, 2020 at 9:25:00 AM UTC PMB wrote:

[DavidBP]

Dear Paul,

Did as you suggested and "Voila" I can see both servers.  I'm now using the Brennan upload feature to copy all the FLAC files across.  As there are a few thousand I accept that this will take a while, but less time than putting CD's in and out.  I assume that as I'm doing it this way it will not be necessary to perform the Scan though I'll probably do this anyway.  Many thanks.

[PMB]

Hi DavidBP,

If you are using the 'Upload' function on the web UI you shouldn't have to Scan Disk but doing one will ensure the B2's database of music it uses to locate and play music is up to date.

Paul

Brennan Support.

[PMB]

Hi Andy,

Thanks for the feedback.

Paul

Brennan Support.

[crap...@gmail.com]

Pardon me for being a bit thick (as usual) but, "I've printed the B2 Operating Guide".
Really? There is one? Where is it?

Thank you.

DG.

[Daniel Taylor]

www.brennan.co.uk

There are five blue buttons at the top of the page.  When referring to the Operating Guide, it might be the page for Features.  Also, I keep a permanent tab open to the page for the Menu Summary.  Lots of good information on the website.

[crap...@gmail.com]

Thanks Daniel. The reason I am asking is the words, "I've printed..." which suggests there is actually a printable/downloadable guide...

DG

[Daniel Taylor]

Hmmm...  Not that I know of.  But my knowledge is incomplete.

I just found this on the B2 Q&A page:

"Is there a printed manual? We don't have a printed manual beyond the quick start guide. The web is by far best way to document products like the B2. We can add material to reflect new features on a daily basis. We can revise parts that we haven't explained very well or cause difficulty. And of course we can use video to help explain."

[Rearwing]

If you look on the website under Q&A it should take you seconds to find the quick start guide.

[DavidBP]

Dear DG,

I found an operating guide at https://www.brennan.co.uk/imagprod/B2OperatingGuideV2.pdf.

It's not easy to find and is dated 2016 - to be continued?  I hope this helps.

[crap...@gmail.com]

Thank you. Much appreciated.

Mind you, typical IT stuff; written in 11/2016, it begins, " This online document will be updated as new features are added to the B2".

I think this is the result of the assumption that, 'if people aren't on the forum or complaining, they can be ignored'. Seen that too many times.

DG.

[DavidBP]

I'm bulk copying a large number of albums from my existing server, however I can't find a way to select multiple folders to copy; only an individual folder.  I tried the usual CTRL/select etc. but can't group folders together.  Can anyone point me to a method?

Thanks.

[AndyC]

A printable guide would be really useful. Academic studies have shown that the printed page is superior to an on-screen page when it comes to readability and comprehension, according to a report in The Times a while ago. 

To achieve this at present, what many of us do is go to brennan.co.uk > Questions > Menu Overview, highlight all the text, copy and paste it into a word processor and then format it ready for printing. A bit of a fiddle but it works.

A link to a nicely formatted .pdf of all the menu commands in the left hand column would be really useful. If this .pdf was date stamped to correspond to the relevant O/S update, then we'd all know if we're still up to date or not. Put it on the wish list please! 

[crap...@gmail.com]

I disagree. Don't 'put it on the wish list'. Just do it now!

[Mark Fishman]

On Thursday, November 12, 2020 at 7:25:20 AM UTC-5 DavidBP wrote:

I'm bulk copying a large number of albums from my existing server, however I can't find a way to select multiple folders to copy; only an individual folder.  I tried the usual CTRL/select etc. but can't group folders together.  Can anyone point me to a method?

Thanks.

How are you bulk copying? Do you mean you are using the WebUI for the Brennan device in a web browser on the server? If so, you can select ONE artist folder, and ALL the album folders underneath it should be uploaded.

Or do you mean that you have mapped (mounted) a folder on the server to your workstation or laptop, and also mapped (mounted) the Brennan "music" folder to your workstation or laptop, and you just want to drag (copy) artist and album folders from one to the other? If that's what you are doing, it should work the same way as copying any other kind of data from one folder to another on your operating system.

Please clarify. Thanks -- Mark F.

 

[DavidBP]

I'm using the Web UI but was hoping to select a few folders rather than ALL or ONE.  It looks like I'll have to do one at a time as I have a couple of corrupt files and it throws me out when I hit the first one.

I've just hit another problem.  While doing an upload the system decided to hang.  I waited a while and then closed the Web UI.  I verified that the unit was OK by running a scan disk, ripping a CD and then checking the folder music/ from my PC and all appeared well, however when I go back into the Web UI there are no albums or music showing???  Any ideas?

Thanks for the help. 

[Mark Fishman]

Try clearing the browser cache and reloading the page. Sometimes that helps.