2. misc-audio
  3. 195257-163317

Denafrips offer to replace my faulty Pontus 15th, for a replacement fee?

My Pontus 15th has developed an issue with the right channel output so I reached out to Denafrips to hopefully get it sent to be looked at/fixed (still under warranty)

However, they don’t have anyone here in the UK to look at it; instead they’ve offered to replace my current Pontus with a brand new replacement for a replacement fee of 400 USD but free shipping.

I would have to pay for shipping my Pontus, back to China which I don’t have a problem with.

I can’t decide in my mind whether this is a good offer or not, considering my Pontus is just over a year old and within warranty.

On the one hand, I can see this is as a decent compromise by Denafrips and a show of good will, as they will send me a new unit without verification of the fault, but on the other hand, is the replacement fee a little unreasonable considering the circumstances/the issue with my unit, and valid warranty?

I’m unsure if I’m honest; if I’d recently bought the unit and were sending it back because I didn’t like it, I’d understand a fee, but returning due to a fault, I’m having difficulty coming to terms with the fee.

Is this a generous offer and I’m being unreasonable, or is the fee unreasonable?

 

painter24

Showing 2 responses by audphile1

audphile1's avatar
audphile1
5,687 posts
 

Not the best offer. 

Did you try to discuss this fee with them? What is it based on?

If your unit is under warranty you would normally cover the shipping to the manufacturer. They would then either repair it or replace it and ship it back to you at their expense. 
 

audphile1's avatar
audphile1
5,687 posts
 

@painter24 

I would attempt to bargain that deal down to not paying anything except shipping your old unit to them. But your decision to get a replacement DAC and sell it makes sense. It just shouldn’t cost you additional $400. That’s a pretty bad move by Denafrips.

I never owned any of their DACs and most likely never will. There are plenty of similarly priced DACs out there that sound at least as good from companies that offer solid customer service. 

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