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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
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cleeds
5,662 posts
 

johnax

... 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 ...

That seems like a great solution and one that would address everyone's concerns.

mahler123
3,063 posts
 

I wonder how much all that shipping may run.

If I was the seller/OP, I would take the Unit back, maybe offering to refund 90% of the price, keeping the rest to cover shipping costs and your time.  I would do this just to maintain a good rating on the listing service through which he made the sale (if not Agon).  Then perhaps do all that shipping rigamarole if you wish or else cannibalize the unit for spare parts, or sell it to a repair place that will do the same. 

goose
670 posts
 

So here's another twist on the question.  Will TAP repair a unit that was not bought in the U.S. and not the original purchaser?  I know it's out of any warranty but will they do repairs?

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