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
elliottbnewcombjr
5,964 posts
 

his warranty is for 3 years.

they are not doing him a favor, but they are offering a new supposedly factory perfect unit for $400. within the confines of their ability to solve his problem/inability to fix his unit.

2psyop's avatar
2psyop
1,869 posts
 

If you like Denafrips as a company and the performance, go for the new one, if not buy another DAC for over $400. One that you like. If you are afraid of another warranty problem, find a reputable dealer with an honorable repair facility or repair agreement. I think most audiophiles know that buying from another country is always a risk and nowadays (at least) in the US with the new tariff problems lingering, it’s even more problematic. Not sure your situation in the UK.  For me, I like my Pontus 12th anniversary and think it’s sound is stellar.

painter24's avatar
painter24 OP
319 posts
 

Thanks for your thoughts guys. At the moment, I'm leaning toward taking Denafrips' offer, and selling the new unit once received (I was looking to sell the Pontus in any case). Whilst I don't have a problem with Denafrips per se, I think this issue highlights the inherent issues involved; while are European distributors, seemingly there are no facilities for repairs.

I think I'll cut and run; I have a more than enjoyable DAC in my streamer so will carry on using this. 

Thanks again 👍

thecarpathian's avatar
thecarpathian
5,144 posts
 

If it’s still under warranty, why would you pay more than shipping back to them to rectify the problem? 

 

dekay's avatar
dekay
5,855 posts
 

I would expect then to honor the warranty.

 

DeKay

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