My Rivo+ stopped powering up within the 1st month of ownership. I had been back and forth with them via email to diagnose the issue. I even sent a video showing the issue. I sent it back to them and the package was delivered to them on 11/26/2025. I have sent numerous emails to them for an update but they are not returning my emails. It is really disappointing to pay $1,500 for a streamer and not have good customer support.
Hi Charles,
I am writing to provide an update on your device for Order #1054.
Your device is currently being repaired in the lab. As soon as we receive confirmation that the repair is complete, the administration team will arrange for the device to be shipped back to you.
Thank you for your patience.
Best regards,
Marco
Dear skipwho,
I’m stepping in because we owe you an apology. We try very hard to treat our customers with the highest level of support, but this time we failed you.
You deserve some context. Your issue appeared within the first 30 days. In this case, our policy states that we will replace your unit if the hardware issue is verified and covered by warranty. We need to perform checks to confirm whether the issue is indeed under warranty, as we receive many requests that turn out to be caused by misuse. You would be surprised to know how many people connect incorrect power supplies with incorrect voltages to our units. We do these checks to avoid unnecessary costs for both sides. That said, actual warranty issues within the first 30 days are extremely rare, and this is also why we failed to handle your case properly.
Your issue was recognized as being under warranty, and since it was within 30 days, you should have received a replacement unit as soon as your device arrived at our HQ. This is where the problem occurred: we incorrectly managed your case as requiring repair (and not fast exchange) and we incorrectly handled the priority of your repair, as it was placed in low priority.
We have a priority system in our lab because we must balance manufacturing speed with repair speed. The same technicians who build our devices also repair them. This is why we use a prioritization system to ensure that only high priority repairs take precedence over manufacturing tasks.
Then, your weekend email was not replied because of weekend and bank holidays we had in Italy beginning of this week.
Your unit was repaired yesterday and it will be on its way to you as soon as possible.
We analyzed the root cause of your issue today with our engineering and support teams. This has led us to strengthen our prioritization matrix for repairs and update our internal policies to ensure that this type of issue does not happen again. We also added clearer communication requirements to our policies. You should have been kept more informed, rather than left wondering what was happening.
I know this may not undo your frustrating experience, but you deserve to know that we have taken your case seriously and that we will not repeat these mistakes.
From my perspective, I can only thank you for choosing our products and apologize for the way we handled your case.
Thank you again for choosing our products and for your patience throughout this situation. We are truly sorry for how your case was handled, and we are committed to earning back your trust.
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Thank you for the response. It is greatly appreciated.
Thank you Marco.
That’s the least I could do 
Just an update, my unit arrived today. Thank you. While my rivo+ was being repaired I had a Wiim ultra in place. Putting the Rivo back in my system is like night and day. Detail and musicality is off the charts. If anyone is on the fence about purchasing this unit don’t be, it is incredible.
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