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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
128x128jnovak
jnovak's avatar
jnovak OP
404 posts
 
OK, Wow! Serious issue with this player. I spoke to the service arm of Esoteric. (It bothers me a bit that such a high end company contracts out their repair work). The Japanese gentleman at the service center said that if the UX model needs a new laser installed, it would cost $80.00 for the part and $240.00 for the service. I was feeling OK about UNTIL he said that ALL UX model must go back to Japan for this service! AND only the service center can handle the transaction. $2000.00 for the trip there and back. This sounds NUTS!!! I did return the player to highendaudioauctions. He reported to EBay that the player worked perfectly for them. He told EBay that I reported that it would not play any CD's. Not so. Anyway, beware of the UX models. Does anyone know if other repair centers could do the job of a laser assembly? According to TAP Electronics, Japan has an alignment jig that is necessary to do the job right. Hopefully, there is a domestic answer to this nightmare.
jafant
18,842 posts
 
Thank You- Joe
for taking the time to keep us posted. WOW! is correct. What a nightmare?

jim_swantko
301 posts
 
I had my laser replaced on my DV-50 not too long ago and went through a local Esoteric dealer, even though I did not buy it new or from the dealer.  He handled everything and it shipped back to California for repair and was turned around quickly.

It has never sounded better.  I think I paid a couple hundred dollars for the repair and it was well worth it compared to what a replacement of comparable performance would cost.

$2,600 to repair a used item is ridiculous.  I'm glad the OP was able to get his money back.
jafant
18,842 posts
 
Thanks! for sharing- jim_swantko
nperchuk's avatar
nperchuk
2 posts
 
I was reading this thread as I have an Esoteric UZ-1 that needs fixing. It’s been 3 years since this thread was started and I called Esoteric Service today and they still are talking about some jig that only exists in Japan. I can’t believe that only one jig can work on these machines and it only exists in Japan. Something to think about before you dive into these expensive products!
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