Shocking Lampizator Service

I have a Lampi Horizon as well.  I traded in my Pacific DAC because Lampi gave me a full credit after 2 years towards the Horizon.  I had the ARC Anniversary 40 preamp and when the ARC Ref 10 was released a year later I asked it I could get a full-credit exchange.  ARC said - NO!  I then experienced drop-outs in the right channel with my Anniversary 40.  ARC didn't drop of a loaner preamp the following day. In fact, it didn't even offer to do that when they couldn't fix the problem.  Fortunately, I had a great retailer who stepped in and gave me a 70% credit towards the ARC Ref.10. I then went to the Munich Hi-End Show a year later and heard what I wasn't with my Ref.10.  I sold my Ref.10 and bought the Octave Jubilee Preamp, which is so much better across the board.

I have had 2 Lampizator DAC’s over the years. One of the original Level 4’s and now a Big 7. Never an issue with the DAC, just a faulty remote. Fred, I guess he’s the US dealer, literally sent me his remote to use until Poland could replace mine. Always found the company and it’s representatives to be honest, fair and responsive. 

Seems service level varies from customer to customer.  My experience in NA thus far has been disappointing ($12,500 DAC).  I found Lampi NA's response to my issue almost dismissive and it was completely unhelpful.   I'm definitely willing to give Fred another try, however.  This time, I'll phone for help instead of email.  I'm hoping for better results this time.  I really don't get why we have only one dealer in the entire U.S.  

GPoint in EU is so much better, so much more responsive, and appears so much more knowledgeable, based on the fast, detailed replies.  Isn't this NY "dealer" just a direct market model, exclusive to the entire U.S., which is likely Lampi's largest market?  The last two questions I had (mainly due to the user manual being comparably the worst of seen of any high-end audio product in my 50 years), I ended up just emailing Lukas.  Mind you, this is just my individual experience and is not meant to infer anything else about their service level.  

Yes, his name is Rob not Fred and he is the US Distributor/direct marketing dealer. His companies include the ones listed below.  Being a former national sales manager I can tell you that working with an inventor/founder like Lukasz can be a challenge. Yes, you can ask either Rob or Lukasz questions via email and both will respond. Folks like many of us on this forum tend to ask technical questions, and I find it cool that the inventor/owner will respond. 
 

Destination Sound Group
North American Distributor for LampizatOr

North American Distributor for Tobian Sound Systems
North American Distributor for Final Touch Audio
Authorized Dealer for Taiko Audio

Authorized Dealer for Westminster Labs

Authorized Dealer for Critical Mass Systems

http://www.dsgdistro.com 

http://www.lampizatorna.com

@nolojunko refers to Fred Ainsley who is also represents the Destination Sound Group. I’ve found that all (Lukasz/Rob/Fred) go out of their way when it comes to supporting the product even when it comes down to simply answering questions.

I’m glad to hear of this level of support on a new product as Lampizator is at the top of the list for my next dac purchase.