Service question: Who can service an Esoteric UX-1 CD/SACD player modified by APL NWO 3.0?
I recently sold my Esoteric UX-1 CD/SACD player with the DAC section modified by APL to the NWO 3.0 DAC. Unfortunately soon after the buyer purchased the unit the SACD laser pickup in the transport mechanism failed, although it had been working when I shipped the unit (CDs can still be played, just not SACDs). The buyer inquired with TAP Electronics, Esoteric’s national service center in the US, and they asked him to ship the unit to them, knowing it had been modified by APL, but then they refused to repair the unit because it was modified by APL. TAP Electronics inquired with Esoteric in Japan who also refused to repair the unit for the same reason. This is frustrating because even though the DAC section has been modified, it is the laser pickup in Esoteric’s transport mechanism that has failed, and yet Esoteric appears unwilling to support its customers by providing a path to service and repair the transport in this very high end (read expensive) piece of audio equipment. I have inquired with Keith Haas, the national sales manager for Esoteric, and after initially sending me an email saying he would “dig into this” and get back to me, he has gone silent and isn’t returning my emails now.
So my question is, does anyone know who else in the US can service the unit, meaning replace the SACD laser pickup? I like for buyers of my pre owned audio equipment to be fully satisfied with their purchase. Obviously the buyer of my APL modified Esoteric unit is not satisfied as he thought the unit would play both CDs and SACDs. I am trying to assist him in finding a way to get it fixed. In any case I will work with him to find a mutually satisfactory resolution.
Having a manufacturer or distributor refuse to service a component that has been modified by another is a always a potential problem with modified gear. You can't fault the manufacturer for that, in my view. Otherwise, they become responsible for another's work - the details of which they know nothing. I think your best bet is to engage the help of your Esoteric dealer, who has a natural incentive to help you. He may be able to acquire the needed parts and know a tech who is competent to install them. |
Perhaps, although Esoteric has no way of being sure of that. It’s also possible that modifications to the DAC could have an affect on the Esoteric’s power supply, which could also conceivably affect the transport. So you are indeed asking Esoteric to assume some responsibility for APL’s modifications. You should know that many audio manufacturers have the same policy and some - such as Audio Research - as especially transparent about it. I think that partially explains why modified components usually fetch less on the used market than a similar unmodified sample.
As his customer, your dealer has an interest in keeping you happy. One of the most valuable roles a dealer can fulfill is being the intermediary between a manufacturer and end user and asking him to assist in obtaining a part or schematic is perfectly reasonable. In the same vein, your dealer is effectively a customer of the distributor or manufacturer, so they have a reason to keep your dealer happy by helping him with his customer. The world of audio is a rather small club and a lot depends on relationships. Good customers usually get the best service, ime @johnax. |
