I was very interested in buying one of the Holo products, but eventually decided against it after reading that page. Electronics are very reliable these days, but if the thing bricks, it sounds like a long wait and/or ship back to Asia for service.
DACs - Holo/Kitsune, Bricasti, PS Audio, dCS, etc
I've been researching higher end DACs for some time and was ready to pull the trigger on a purchase. But before doing so, I phoned each company to get feel for their customer support. A quick Google search of Bricasti, Weiss, Ayre, PS Audio, and even dCS in England, and the phones were readily available, in addition to Cust Supt emails....BUT....
....Kitsune HiFi based in Washington, the US distributor for Holo Audio products, posts no phone number and does not have an adequate support system in place to answer emails reasonably. Furthermore, Kitsune goes so far as to post the bold faced message which I have copied directly (unaltered) from their web site and attached at the bottom of this page. (scroll down)
Kitsune is indeed peddling one of the best DACs on the market today. Jeff Zhu, the brain behind Holo product offerings, is a cut above many other designers. Which in turn has allowed Kitsune, per their own words on their web site, to have "significant sales". So tell me why a company with significant sales (and profits!!) has not bothered to invest in a customer service model, that is commensurate with the products it sells, so that their customer base is better served?
I'd purchase a Holo May KTE unit IF I was certain I could receive the comparable customer service I know I can receive from the other companies I noted above. But if selling and profits are the 'end-all' everything to Kitsune, I sense they're going to remain 'fat cats' for as long as possible until some new product knocks them off their perch. That some business model!!!
Current status: We are very BUSY with significant sales and support emails each day (new product releases etc) it may take around 7-10 business days to reply to your support request.
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I bought a Holo May in 2021 and had no problem corresponding with Tim Connor at Kitsune Hi-Fi; I had a number of questions about shipping and technical issues, and he replied to me within a day or two, often the same day, every time. That was then and this is now, but Kitsune used to have fine customer service.... |
The guy at Holo/Kitsune is Tim Conner. He takes a bit of time to get back to you by email however, he does get back to you. I have purchased the Holo Serene preamp from him. I almost bought his personal Benchmark HPA4 preamp from him. He gave me great advice on how to setup my then complicated office system. I have the Serene and HPA4 as my 2 preamps for my 2 systems. I also learned from Tim that you should not use RCA-to-XLR (and XLR-to-RCA) converters on any Holo gear. Another DAC that you should listen to is the Schitt Yggi+ LIM (warm) or the Schitt Yggi+ MIB (likely neutral). These DACs need about a month of heavy duty play before they sound their best. My DAC searching is done with the Yggi+ OG and the LIM which I have on my 2 systems. You can save a lot of money. Schiit Audio Yggdrasil DAC - The Absolute Sound (I have the last version made) |
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