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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.

johnax

Showing 4 responses by johnax

johnax OP
21 posts
 

Creeds,

Thanks for your response. I understand your perspective, but in this instance I am not asking Esoteric to be responsible for APL’s work.  APL modified the DAC circuitry, the problem is in the transport which APL did not modify.  

I fail to see how an Esoteric dealer could solve this issue. The dealer would necessarily need to rely on support from the manufacturer, and their national service representative. 

John.

johnax OP
21 posts
 

Apologies I meant Cleeds not Creeds.

johnax OP
21 posts
 

chayro,

Thanks for your input, you raise an interesting point. What is the obligation of a seller of pre owned equipment?  Certainly the seller isn’t providing an extended warranty. In this case the equipment was quite old, and sold at a small fraction of the original cost. So in some sense I’m sympathetic to “buyer beware”. But the buyer states the the unit played SACDs for two days after it arrived, but then failed to play them. If it had been 6 months I might have had the same reaction you had. But two days? My moral compass tells me I have some obligation to work with the buyer and try my best to make it right.

John.

johnax OP
21 posts
 

Several people have suggested reaching out to APL. We have done that and APL has offered to assist if possible. APL’s main office is based in Bulgaria which likely requires expensive shipping costs. Also APL may or may not have the laser pickup in stock.

I did hear back from Keith at Esoteric and I understand that one solution proposed by TAP to the buyer is shipping the unit to APL, asking APL to remove the transport and ship the transport to Esoteric in Japan where Esoteric can replace the laser pickup, and then Esoteric could ship the transport back to APL, who could reinstall it into the unit and return the repaired unit to the buyer. While this may work it is a complex process requiring several legs of shipping across the globe.

This is a complex situation given that TAP has apparently decided they will not remove the transport and ship it to Esoteric in Japan for repair due to their concerns about doing damage to the unit in the process. According to fatdaddy2’s post most OEM service centers won’t work on modified units. I don’t know if that is the case, but as a consumer who spent a lot of money on this unit, it is certainly disappointing. 
I intend to resolve this with the buyer, likely by refunding him a portion of the sale price, and move on. I appreciate the input posted here. 
 

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