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?
@audphile1 I've thought about it over the last few days, taking into consideration comments left on the thread, and I feel your take would be the "right thing" for Denafrips to do. I will be responding to them today to see what arrangement we can come to Moving forward, I won't make this kind of purchase again, due to the lack of repair and maintenance facility within the UK/Europe area. |
I'd think one may be better off with a replacement unit. You all seem to think repairs are a simple and quick thing. Do you know the waiting time for techs these days? Techs are dying out, retiring, too few, long wait times. Will it be repaired correctly another issue. So new Pontus around $2k, OP pays $400 for brand new unit which he plans to sell. His total investment assuming he paid $2k for his original is $2400, he can probably sell this brand new Pontus, assuming it's warrantied and transferable for I'd guess around $1600, so a net expenditure of $800. Seems reasonable way to go for me. |
Just thought I’d update on this. I tried unsuccessfully to argue the point that I shouldn’t have to pay $400 to receive a replacement, as the original unit developed a fault which Denafrips were unable to solve as they had no facilities in the EU to do so. However, Denafrips held all the cards; I could either pay the replacement fee, or go without the DAC. I did pay it in the end and received my replacement Pontus yesterday. This in itself wasn’t without further wrangling though; even though they originally stated they would send me the replacement for $400 with free shipping, the invoice to pay came through, with shipping and taxes added on. I went back with a copy & paste of the original email exchange, from a different person who handled the matter. Denafrips relented on this eventually, but not without trying to upsell with a discount on the Denafrips remote control 🤔. I politely declined I don’t bear Denafrips any ill will and hold no animosity toward them, but having dealt with Alvin and his team at Vinshine when they were partnered with Denafrips, I do feel Denafrips customer service has taken turn not for the better Moral of the story for me is not to make this kind of overseas purchase again, where there are no EU or UK repair facilities, or online/bricks and mortar retailer I can return an item to. I still rate Denafrips products, but the logistics inherent if something goes sideways are just not worth the hassle for me personally |
