Innuos: A Cautionary Tale.

Utterly bewildered as to why Innuos take a bashing here at all. If you buy from someone who is not an authorised dealer then caveat emptor. I don’t see why Innuos would be obliged to tell you anything legally or even morally nor, more importantly, what specific difference that would make.

You do realize that this website’s primary purpose is for individuals to buy and sell used audio equipment, don’t you?

If we are supposed to buy new equipment from authorized dealers and keep it the rest of our lives, after which the gear will be discarded, then there will be no high end audio.

I’m sure Innuous gives great service to those who buy new through authorized dealers while the gear is under warranty, but to me, the manufacturers who support their products for people who are not the first owner and are willing to give advice and repair gear after it changes hands, which most gear eventually does, are the people who I consider to offer great service. This type of manufacturer is the foundation on which high end audio is built and who make it possible for companies like Innuous to flourish.

Then you might want to get clued up on Innuos @tomcy6. They provide superb personalised service for anyone who owns one of their products regardless of how they came to it. I have heard numerous examples through my dealer; the dealer network and friends who have acquired them through all manner of routes. Kind of begs the question as to why exactly the “cautionary tale” of the OP stands in isolation. Why are there are no other stories of similar provenance? Why did the OP get immediate and very specific push back on here from customers who simply haven’t had that experience with Innuos? 
I agree with you that without buying/selling then high end audio would be on its knees but the likes of Innuos very much support rather than oppose that. 

In my experience Innuos has been great.  I started with the Zen Mini and LPSU and then upgraded to the Zenith MK3.  The sound quality has been fantastic, much better, though, with the Zenith.  I bought each of these units pre-owned from dealers.  In each case I had issues, but Innuos was extremely responsive and even had the head of the company remote into my system and resolve the issue with the Mini.  When that issue reappeared, Innuos replaced the Mini under warranty.  With the Zenith, the problem was strange, but, ultimately, de minimis. One day it wouldn't reboot, or turn on.  Turns out, the spring behind the on button popped out and had to be reattached or the button replaced.  Don't know which Innuos did, but all was fixed perfectly, politely and professionally.  The only delay was shipping -- what can you do? I wasn't going to spring for overnight DHL from NY to Portugal and back.  

I have the Uptone Audio Ether Regen, Supra cat-8 ethernet cables, cat-6 throughout the house, ifi no-noise wall warts powering my modem and ethernet switch and a dedicated cat-6 cable installed at least 12" away from all power lines directly from the switch to the Ether Regen. Currently using an AQ Ultraviolet 8 USB between the Zenith and my BMC Ultra DAC.  The SQ is fantastic.  I have a lifetime Roon subscription which I like very much, but from this thread, I will have to try the Innuos Software 2.0 to compare SQ.  BTW, I agree, Tweak Geek is great, as is Sunny Components and The Music Room.  I have used all three and have received excellent service and support from each.  I have also had very good experiences buying equipment through this forum.  There is always a risk buying pre-owned, hence the discount  -- this a risk the buyer considers and assumes, or not.

You can likely lose the Ether Regen and replace with an Innuos Phoenix ethernet. The difference is immediately obvious.

Unless you’re obsessed with the over curation of Roon you likely won’t need that after moving to 2.0.6. 

I bought a  pair of Bryston mono blocks from a local guy who purchased them used from a dealer several years ago.  I had problems with both of them during the summer.   Bryston didn't ask  any questions at all, (other than whats wrong with them) and gave me an RA# over the phone. I do have a copy of the dealers invoice, but Mike Pickett, the troubleshooter, didn't ask for that as stated on there webpage, Bryston is repairing them as we speak! 
Perhaps Innuos could've done that for him once he gives them the SN!