Problem with Esoteric service

Hello all. I recently bought an Esoteric UX3SE from another site. It arrived intact. After giving it 24 hours to warm up, I settled in for a listen. It sounded great. However, the next day as I went to listen I found that the unit didn't want to read many of my perfect CDs. I verified that the discs played on other units. Still, the Esoteric gave the message "no disc". I called Esoteric to find out the cost of evaluating the problem and to find out their service cost. Two days into trying to get a call back, I'm worried about this company. The receptionist says that only one man; Brian can answer questions about my problem. I'm concerned with the fact that I've called three times in attempt to talk to him. Of course I can return the unit to the seller so I'm not out the money. Does anyone else have experience with Esoteric? I'm nervous about them at this point. Thank you. Joe