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Innuos: A Cautionary Tale.


This post is a cautionary one in buying a Zen Mini used. I bought a four-week-old unit from a reputable seller. Unfortunately, the unit failed the first week and thus began a long and unfortunate set of events. If and this is critical one is to buy a used or second-hand unit the only way is from a dealer. Innuos customer service was next to useless and was simply dismissive. The lead designer could not connect with the unit, remotely, as the Ethernet port was the source of the problem, to reach him took multiple emails and a phone call, International,  over several days. After the unit was determined to have failed, several more emails were required to find out the next step. I was instructed, “go to the dealer you bought it from.” Hence the crux of the problem, I had no dealer to go to. I asked more than once to inform me where the unit was bought from, no response.

The seller would also not provide where he bought it from, so much for reputation. I was in an endless, time-consuming, and expensive circle. I reached out again to the lead designer, again after a clear and detailed email, explaining my dilemma, the response was clear: “send it to the dealer.” Fortunately, I was able to go through PayPal dispute the charge and receive a refund minus shipping costs.  

The unit when it worked was musical and engaging. My decision to go with another manufacturer was not a difficult one. So if one is to buy an Innuos please only go with a dealer.   Mike at Tweek Geek is a man of integrity and willingness to help.


lndryguru

Showing 1 response by tomcy6

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tomcy6
2,540 posts
 
Utterly bewildered as to why Innuos take a bashing here at all. If you buy from someone who is not an authorised dealer then caveat emptor. I don’t see why Innuos would be obliged to tell you anything legally or even morally nor, more importantly, what specific difference that would make.

You do realize that this website’s primary purpose is for individuals to buy and sell used audio equipment, don’t you?

If we are supposed to buy new equipment from authorized dealers and keep it the rest of our lives, after which the gear will be discarded, then there will be no high end audio.

I’m sure Innuous gives great service to those who buy new through authorized dealers while the gear is under warranty, but to me, the manufacturers who support their products for people who are not the first owner and are willing to give advice and repair gear after it changes hands, which most gear eventually does, are the people who I consider to offer great service. This type of manufacturer is the foundation on which high end audio is built and who make it possible for companies like Innuous to flourish.
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