Hi all, I posted an issue with Esoteric CD players a couple of years ago. I bought a UX-3SE from an eBay seller. It skipped all CD's. I called Esoteric. ALL SACD players with the "U" model numbers need to go to Japan because that's where the alignment jig is. $2500.00 at that time JUST for the shipping back and forth. I returned the player to the seller naturally. An Asian gentleman working at TAP electronics told me at that time that the models with the "X" can all be repaired in California. Great I said. I bought an Esoteric X-01. A great player! Now it doesn't read SACD's. I sent it to TAP last week. A follow up call from TAP gave me the dreaded news that NOW the X-01 needs to go to Japan for the jig alignment procedure. WHAT! They did reduce the transportation cost to $1600.00. And this is for shipping only. I think that the audio community needs to send Esoteric a message and boycott ALL Esoteric products. BTW, it's not just their CD players that are required to make the trip to Japan if repairs are needed. I understand that certain models of preamp and integrated amps fall under this requirement as well. How can a company such as Esoteric not do better for the consumer?
Quote ,I too own a K-01x and had it professionally serviced with excellent communication from TAP Electronics!
I would love to own this machine one day.Can I ask why would a late model machine need a
professionally service
? My UX1 went 15 years before general belt issues....
Hey rickytickytwo, This post does take a positive turn as Esoteric did respond by offering a new service whereby the transport itself is removed in California and sent to Japan reducing the cost of service considerably. I haven't heard from anyone who took them up on this yet. Hopefully that will change! Has anyone used this new service? Please report it if you did. Thank you. Joe Novak
Reading this thread makes me happy I did not pull the trigger on a used Esoteric UZ-1. I asked the seller how long the unit had been in service, and all he did was send the the add again as a response.
Instead I bought a Moon 360d for about 200.00 dollars less and am quite happy.
Follow up.The Esoteric UX-1 is now singing again.Draw issue was as
expected a stretched O ring and cleaning the rails although took a bit
of dismantling to get to.Well done by local backyard tec with a bonus living so
close. Also thanks to Michael from AV gallery in Melbourne for his quick
reply and quote for a full service and replacement belts and Laser.
For a
full service which includes replacement of belts and laser, all labour,
test all functions, clean and repack the cost is $390.00(Australian Dollar) +
return freight.
Good that they are available in the future...
Thank You for sharing your customer service experience. It is imperative to post positive and negative experience(s) when dealing with authorized repair centers.
@tvad Thanks for the update. That does indeed make one more comfortable with dealing with TAP. I think your experience with the price 'adjustment' is also interesting...unfortunately I suspect that a lot of times it is going to depend on the particular person that you converse with at the company...and while that is no excuse, it is seemingly more prevalent these days. Too bad that a bad apple at the company can sour the whole experience.
My Esoteric UX-1 Limited is a great all round machine for SACD and DVD-Audio.The draw has just started sticking. Whether dried grease or perished belts can a regular tec do the job.? As I intend keeping it another 20 years sending back to Japan for a as new overhaul could be an option..
Well, EMM Labs managed to fix my SACD reading problem; I'd say that they do have some spares. I had been concerned but they have been more than helpful and accommodating in this process.
I wonder if this is having spill over effect? I noticed a spike in Emm Labs XDS1's being offered for sale. Emm used to source Esoteric drives for these units and TSDX, which now has stopped. Not certain what back up they have but possibly not being able to source a replacement drive or absorbing increased shipping costs would be a pain to a possible $12k door stopper. Lol!
tvad - I had the same work done on mine that is being proposed to you, a new laser pick up and two belts. The cost of repair ended up being reasonable, as they did not charge very much for the parts, the time it took to repair was less than the estimate, and I did not have to ship. My problem was that my UX3-pi was not playing hybrid sacds. I am not clear why a bad drawer requires a new laser pick up for you. You might want to clarify with them. PM me if you want.
I bought a used X03SE in 2013 to replace a Sony SCD-777ES that I enjoyed but kept having TOC reading issues and had to send the Sony to Laredo Texas for service. After two trips I decided to research "reliable" transports. In reading about Esoteric I decided the build quality and knowing TEAC has been around forever would make them a possible purchase. I own and primarily use vinyl so cd/sacd was a backup/change and I would never pay retail or buy new due to the cost of the machines.
I like probably most here did a lot of background looking and reading about Esoteric. The criticism I read from users was that they tended to be on the analytical and more of a head than a heart type player. I am a tube/vinyl and SET fan and my taste is more toward the dark side as I find that more involving.
I contacted a gentleman about the X03SE he was selling. He was moving up to the than new K01. He stated the X03SE was a great player and I would be a happy purchaser (AND I fully realize he probably would not have stated it was dry and bright). I got a good price and we conversed about music, gear, etc. and he stated he was paying more for the K01 than the Honda car he was driving. When I got the X03SE and started spinning I was definitely impressed. It was the exact opposite (to my ears) of dry, sterile, lean or whatever term you might conjure. Rich, involving, and to this day I am extremely happy and glad I bought it. A friend had a 777 and his went to Laredo I believe 3 times. I let him borrow to compare and he sold his Sony and bought a used K03 only used by a guy for like 3 months (from a deep pocketed cat who decided the K01 was worth the additional cost). I thought there must be something wrong as why would folks spending big coin keep selling them but it was told to me (internet chatter and what I could glean) that a large contingent of Esoteric users just upgrade when new machines hit the market.
Now as to Teac repair I was figuring they would be a great place if I ever needed it. I made this judgment as a bottle of Teac tape deck rubber preservative solution had a California address on the bottle that I bought in 72-73. The current Teac repair facility still had the exact same address. Well, sometimes I make mistakes. I acquired a Teac X2000 reel to reel and sent it to Teac in California for repair. After a close to 400 dollar repair and shipping costs the Teac would still not record. I basically threw the money away by sending it to Teac. I was lucky enough to have Sam Palmero at Skywave get the Teac working like the day it was made. I also had a friend with a X1000 with a Teac repair nightmare.
So, I am extremely a satisfied and happy Esoteric digital owner. LOVE the build quality AND the sonics. Esoteric machines are killer good.
If it ever needs repair I will avoid TEAC California at all costs. I will go to the Japanese embassy and get an interpreter to have me get directly in contact with someone who can make it better or research WHO in the good ole USA can keep it rocking
The service was in southern California .Like stated I got no where with them,my unit was passed warranty.The guy on east coast I have no idea where or who he was with, I assume he got my info from customer service in Cali when he called..I did take it to a very well know repair shop in the Midwest to see if they could get it going. This place was not authorized esoteric but like I said tge player was well out of warranty...they tried to get info or help from Esoteric without success...I got no where with anyone outside of sending it to California without knowing a ballpark repair cost.
@missioncoonery You state that you called the service center..where was that? When I contacted my local Esoteric dealer ( why did you not call them first?) I was told to call TAP. I called TAP in Los Angeles and they were more than cordial and informative. More so than what i can say about a well known local Los Angeles dealer who carries mega $$ gear when asked about a warranty question on tube gear that they rep.
It's sad how things change. I've got two Esoteric pieces. The DV-50 multi format digital disc player. It was purchased as a Demo. I had to send in for warranty repair of the red book section a few months at the buy. I paid shipping to California from Nevada. The tech explained it was a very early product unit and he added a little solder to the board. Later when it was out of warranty the SACD section got distorted. Again I paid shipping and hoped it would not be overly costly of a repair. A week after it arrived at the repair facility, I called to see if the had a chance of look at it. The nice lady said it shipped out two days earlier. I asked the cost of the repair. She replied, no charge! The machine was 11 month out of warranty! That happen around 2005+/-. The DV-50 has been trouble free since. I also have a Esoteric D-07 DAC. Also a demo unit, it's been without issue. Note: Not long after DV-50, Esoteric started to make there own Disc Transports instead of the off the shelf one they'd been using.
I understand this post is old but for those who have interest in buying Esoteric used...think long and hard.I called the service center and I finally got a counter receptionist on the phone.She would not pass me along to a tech so that I could ask questions,she (according to her) told my story to a tech who simply said send it in.No one could or would answer cost questions,time questions..just send it in..It was maybe a month later I received a call from an Asian guy who was on the east coast whom I could barely understand.I did get, it would be pricey to service but comparing the cost of the new model it was a bargain to spend a $100+ on shipping it in and more than a grand in repair options...So now I have a player that doesn't work,cant sell it except as a parts unit that cost me over 7 grand at the time of purchase.
To follow up, I had to have the laser assembly replaced and TAP repaired my UX-3pi at a very reasonable cost. When I picked up my UX-3pi, I did ask about repairing other models in house. They said only the "pi" models can be repaired at their facilities. So if you have an older UX model, or if you have an X-0 model, the transport needs to go to Japan. I didn’t specifically ask about the DV-50/60, but the guy I spoke to pulled up a list of all models that have to go overseas for repair and he did not mention those models. The only other model on the list he identified was the A-100 amplifier.
I can confirm that TAP can replace a laser assembly of an Esoteric UX3-pi in house. I was told that there would be no shipping of anything to Japan if it turns out I need a new transport. I was just there today. They have a nice facility. They inspire confidence that they can get the job done professionally.
Joe, The truth is; E-V-E-R-Y-T-H-I-N-G in this industry will eventually be a door stop. Esoteric has gone above and beyond in their servicing of older CD players. Sony and most other Japanese manufactures only stock parts for 10 years. At that point they purge that OLD inventory. My XO-1 is sixteen years old and Esoteric is willing to maintain it AND in my humble opinion it stills sounds fantastic!
I too own a K-01x and had it professionally serviced with excellent communication from TAP Electronics!
Just saying...for my "second den " system I chose a Rega Isis s.s. because they are repaired here, stored not one but TWO sled mechanisms in the owners name AND come with a dedicated Dac, though sampling only for Redbook cd's...
Since the beginning of this post, I've been auditioning DAC's and CD spinners in hopes of finding a cheaper option than Esoteric. "Surely I thought, someone else is making a decent player these days at a fraction of the cost". I've purchased five different dacs so far. Some decent stuff for sure. So far though, NON have bested my Esoteric. Esoteric responded to this post by modifying their repair procedure. Sal from TAP called me the other day to ask if I wanted to send my unit in. I think I'll just send it in. FYI; it will still cost about $1500.00 shipping included. Let's not write off a great company who did act on this post. BTW, who better to service a delicate unit like the XO-1 than the factory? Joe
RUN, RUN, RUN as far and fast you can from Esoteric Audio ! It’s official that Esoteric Audio is doing all Digital Repairs in Japan. Youch !!! Shipping will be very expensive and very time consuming. Stick with Marantz Reference Digital.
I own a pair of Esoteric MG-10s. My grandson pushed the tweeter dome in on one. I called Esoteric and was told to contact TAD Electronics. This I did and got hold of Sal in service. I was told to send the damaged speaker to them and they would repair it. I sent it to them, care of Sal. I was kept posted every step of the way, as to arrival and condition of the speaker, progress on repair, return shipping and when to expect return. Process took 3 weeks, including shipment of a new tweeter from Japan.
Just thought Esoteric and TAD Electronics deserved another positive.
Yes, you are right daveyf. I owned the Sony SACD player; the black model. Ten years is all most Japanese companies will support. Sony sold all of their NOS parts for their open reel recorders as well as everything else. I sold my Sony TC880-2 because I didn't want to deal with the hassle of finding someone to fix it. This was before the WEB. Darn! I wish I had that machine back! I sold it for $500.00 They now sell in excess of $3000.00 I owned three TC880-2 machines! The fact that Esoteric modified their repair procedure is great for everyone and especially would be new buyers of Esoteric gear. I hear you concerning other players. My first high end CD player was the mighty Krell KPS20i. When Krell release the 30i, Phillips discontinued the transport for it within one month of its release! Krell was upset to say the least. This entire post is a feather in Esoterics cap. Long live Esoteric!
One of the reasons I acquired my Esoteric player is that the transport and laser sled can still be repaired and at a cost that isn't too exorbitant. Before I bought my Esoteric ( you can see it in my member Virtual System) I had listened to a number of other excellent players. That included the Marantz player and a Dcs. The Marantz, while superbly built, like the Esoteric, cannot have the transport or the laser shed replaced anymore...as it is no longer available! This is true for a number of highly regarded other SACD players...even of more recent vintage! Esoteric, OTOH, are not in that position. Personally, there is a LOT of value to that fact! BTW, ask some of the Audio Research CD player owners what they think of their units, now that their players aren't able to be serviced...and that company is a US company!
jab, if I won $1,000,000 in the lottery and posted that I'd like to share it with my fellow Agoners, YOU would find fault with that! You are the only one here with a negative attitude. There was an existing issue with servicing Esoteric units BOTH new (under warranty) and old. A thread here was instrumental in improving Esoteric service on many different levels. That is good for everyone EXCEPT YOU!!! You are the person whose glass is always half empty. Cheer up!
jab, did you read all of the posts to this thread? It seems you did not! I didn't bad mouth TAP. I wasn't unhappy with their service. They were polite and professional. This thread was instrumental in persuading Esoteric to modify their repair protocol. This is a win win for everyone.It is a model for how problems can be addressed and fixed. NOW, anyone sending a unit to TAP that needs to go to Japan will save $1000.00 at least. How is this a negative to
jnovak Much Thanks! for the follow -up. On one hand, it sounds (no pun) pretty cool to have the drive/transport assembly go back to Japan for special treatment. On the other hand, no reason why Esoteric could not incorporate said Lab somewhere in California? There are plenty of lab(s) and electronic-based personnel already in place. Happy Listening!
Glad you’re happy but that’s still madness for a brand that big in a country as big as the US not to be able to service units in country. While I can somewhat understand historical models where they might not have appreciated customer dissatisfaction with such arrangement, I'm struggling to understand why they’re still making units that need to go back to Japan for service after being made aware of it being an issue.
THE SYSTEM WORKS!!!! I emailed TAP electronics this week after arch2 posted. I expected nothing from TAP in terms of them being up to speed on this new procedure. Sal from TAP called me back the same day with the news that ,"Yes, its the new procedure" that the CD players go to TAP and then they remove the transport and send it to Japan for the repair. Sal tells me that the entire transport gets a rebuild, not just the laser assembly. It costs around $1000.00 for the parts and Japanese labor. Add to that Taps invoice plus shipping to Japan and back. Sal couldn't give me the exact cost. He said my unit would be the "guinea pig" unit as there may be a few unknowns. This still sounds more involved than I'd like to see BUT still the shipping probably will go from $1600.00 to maybe $400.00 I don't know if I'll send my unit right away as it's working perfectly. Let's keep this thread going! THANK YOU again everyone who got involved with this issue. It's great news if it works out. Joe
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