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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 1 response by yoyoyaya

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yoyoyaya
623 posts
 

I think this is a case of caveat emptor. The UX-1 is an old player and anyone buying a player of that age is taking a big gamble as regards the continued functioning of the machine, and the laser in particular. The fact that the player was modified is self-evidently going to cause problems in terms of it being serviced by the manufacturer. Really, it is up to the buyer to be aware of those facts, but it never does any harm for the vendor to point those things out to the buyer for the avoidance of doubt in the event that a problem arises. Its unfortunate that the SACD pickup failed so soon after purchase but (certainly in Europe at least) it is at the vendor's discretion as to whether to take the machine back out of goodwill. That is based on the description above that the machine worked perfectly before and (albeit briefly) after it's receipt by the new owner. There appears to be a laser assembly for the player for sale on ebay at an affordable price. Lastly, I would ask the Esoteric service agents whether there is actually a spare part available (independent of the question of whether they would supply it), as there may very well not be.

 

 

 

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