How is the support for Primo buyers / premium users?

Help and Support Help
1

Hi,

I’m looking for the proper spot to ask for help? I’m currently new using Volumio on a RPI 3b after the local HiFi shop recommended me to explore the system before buying the Primo. I did like the sound, but they believe the software is too buggy and are deliberating whether to keep the Primo in their line-up because of that.

Therefore my question… How is the support after I’ve bought the Primo, or if I’m joining premium? Should I rely on this same forum? Because with all respect. I do not really want to seek support in the first place after buying a 700+ euro device, but I’ve not found another channel yet and my post regarding Spotify issues has not really gained that much traction… (Link: Spotify connect issues)

Thanks

2

Hi Piet,
thank you for raising this question so openly - it’s a completely fair concern, especially when evaluating a product in this price range.

Let me be very clear and take a direct position.

Volumio Support: Community vs Official Support

The Volumio forum is an open community space intended mainly for:
• user-to-user discussions
• sharing experiences and best practices
• general questions about the Volumio ecosystem

While useful, it is not the primary or exclusive support channel, especially for hardware customers and Premium users.

Support after purchasing Primo or with Volumio Premium

When you purchase Primo or subscribe to Volumio Premium, support is handled differently:
• Access to official support via ticket system
• Direct interaction with the Volumio support team
• System log analysis for proper troubleshooting
• Structured assistance for software issues and service integrations (Spotify, TIDAL, etc.)
• Clear handling of hardware-related issues and RMA when applicable

In short: you are not expected to rely on the forum to resolve issues on a €700+ device.

About the “buggy software” perception

It’s important to put this into context:

Volumio is a highly flexible platform that integrates multiple third-party services (Spotify Connect, streaming providers, network shares, DACs, plugins, etc.).
This flexibility naturally means that behavior can vary depending on:
• network environment
• external services
• connected hardware
• configuration choices

That said, Primo runs on validated hardware, with a controlled configuration designed to deliver a stable and consistent experience compared to generic Raspberry Pi setups.

When issues arise, especially with third-party services like Spotify Connect, they are handled through:
• direct diagnostics
• log analysis
• software updates and fixes from our team

Bottom line

If your local Hi-Fi shop or yourself are concerned about post-purchase support:
Primo buyers and Premium users receive direct, professional support from Volumio.
The forum remains an additional resource, not a substitute for official assistance.

If you have specific concerns (for example regarding Spotify Connect), we’d be happy to look into them properly through the official support channels.

Best regards,
Marco Support

3

Thanks, that’s very clear!

4

I had Primo V2 previously. Great sound quality comparing to similar products and tottally no problem with software during almost 2 years. Sold it only because wanted to use external dac. (Primo was still very good as a transport IMHO)