Problem with Esoteric service

If you'd purchased this from a dealer, he could help. If you're serious about repair, ship the unit to Esoteric so that they can diagnose the problem. (They can't troubleshoot long distance any better than your auto mechanic can.) If shipping to Esoteric makes you uncomfortable, return the player to the seller.

Hi cleeds, I don't think you understood the problem. I Can't get Esoteric to call me back! Shipping to them is impossible at this point unless they respond to my calls. Even if their policy is to deal only with dealers, I need to know that. That is a question I'm hoping someone here can answer. The player sounds really good. I'd like to resolve the issue. I did buy it from a dealer but not an authorized Esoteric dealer. With many companies, this isn't an issue. Most of my gear is second hand. Pass Labs never had a problem servicing my preamp or amp. What is Esoterics position? Joe

jnovak

... I Can't get Esoteric to call me back! Shipping to them is impossible at this point unless they respond to my calls ... I did buy it from a dealer but not an authorized Esoteric dealer.

If you purchased this from a dealer, I'd let the dealer deal with the repair. That's a basic function of a dealer.  If you want to deal directly with Esoteric, what you need to know is clearly stated on its website: 

If you would like to return your product to us for service please use the guidelines below. No RA number is needed.

The shipping and mailing address is:

Tap Electronics Company

6920 Hermosa Circle
Buena Park, CA 90620
Tel: (714) 562-7400
Fax: (714) 562-7405

Hours:
Monday – Friday
8:30AM-5:00PM, PST
Saturdays by appointment only

In your shipment please include:

1.A complete description of the problem
2.If there are any particular pieces of media that are more symptomatic than others, please include them. We will return the media with the repaired unit.
3.A copy of your proof of purchase to validate the warranty (if any).
4.Your name, address and phone number(s)
5.Any specific return shipping instructions
6.Your e-mail address
7.A FAX number if available
8.Do not include remote controls, accessories, power cords or manuals Our technicians have those items at each test station.

OK, SUCCESS! I spoke with Ted at Esoteric in California. The toll free number is in New Jersey. (where Brian apparently resides). Ted is a tech who gave me the scoop. Not as bad as I feared though this unit may need to go back to the dealer depending on what he agrees to. Because this unit is a UX3SE, Ted said it may need to go back to Japan as there is a jig for setting the laser only in Japan. Maybe not though. He is checking with Japan. Best case scenario is $300.00 to $400.00 or upwards of $800.00 IF it can be repaired here. I'll post the results as they become available. Joe

Personally, I would return it to the seller if possible.  I wouldn't accept an item that does not function properly and will cost hundreds to fix.  That is total BS.  

I certainly understand your thinking chayro. I do have PayPal protection as well as EBay. Actually, I bought a pair of Snell Type B speakers from the same guy two years ago. I drove 2 + hours to get there plus $80.00 in tolls. When I got the Snells home and further scrutinized them, I realized that the four midrange drivers were delaminated. I called the highendauction guy with the problem. He acted surprised and said that they sounded great at his shop. He did give me the option of returning them as he said he had no idea of where to get replacement drivers. I found them online out of Australia for $240.00 I think. I had paid $650.00 for the speakers (I bid $1800.00 but had no competition). So, I had $900.00 into a set of speakers that in my opinion are worth 10 times that price. I'm happy. (They are in MINT condition!) IF I have to put out $200.00 to $300.00 to get an Esoteric with a new lens, factory calibrated, I would be into around $2600.00 total. Highendaudioauctions is guilty of not verifying his equipment, for sure. I can think of several other times when I wound up getting a good deal because of situations like this. They can be a headache though. Joe

Hang in there -Joe.
it is imperative to post positive & negative experiences when dealing w/ these companies. Especially, when attempting to deal w/ a manufacturer like Esoteric. Their players are excellent and not inexpensive. Make certain you mark whom you talk to, date and time, for your records. 

Same goes for dealers/retailers to keep those guys in "check".
Keep me posted.

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.

Thank You- Joe
for taking the time to keep us posted. WOW! is correct. What a nightmare?

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.

Thanks! for sharing- jim_swantko

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!

Yes, you would think that someone else could do the repair. I wonder what would happen if you called Cary Audio. MAYBE they would be willing to give it a shot. The Japan answer is crazy. Did you get the price from TAP for this service? I heard it is in excess of $2000.00 JUST to send it to Japan and back! Good luck. Let us all know if you find a domestic solution. Maybe TAP would be willing to repair without the jig alignment?? Joe

jnovak, From your first post it sounds like you're leaving the player on at all times.  If you are, try shutting it off and unplugging it for a minute.  It's worth a try.

Thanks for the tip tomcy6.However, I sent the player back to Highendaudioauctions from whom I had just purchased it. I followed it on eBay for the resell. They sold it again as a properly operating player. The buyer of the player returned it to them as did I. The next time around it was sold "as is". I can't remember how much it sold for but I think it was around $500.00 if that. Joe

Buy a return ticket to Tokyo (currently $823) and take it as luggage. Do some sightseeing and enjoy some sushi while they service it, get a free trip to Japan and save $1177 (or pay UPS $2,000 to do the same thing 🙂)

And if you don’t have the time, there should be about ten thousand students who would happily accept a free trip to Japan while you save $1177…

I did think of that. I'm getting too old for that anymore! It's a great idea IF Esoteric would work with us in this manner.

This discussion is several years old. Has anyone taken advantage of the newer

service that TAP offered? Just curious. Joe

Deserved or not, it's instances/experiences like the ones stated here that caused me to not consider Esoteric when I was in the market for a new CD/SACD player.  This was just the past week or two.  I went with another brand, its arriving here Monday.  Price was in the same range as some of the Esoteric players.  

 Don't care how good they sound (when they work ), too many of these stories exist. For the cost of these things reliability should not be an issue.

It is just insane to me that a product sold in the US cannot be serviced in the US.  That's like buying an Acura that has to be sent to Japan to replace the starter.  For CD players, it seems to me that the transport is the most likely thing to go, so at least they should be able to service the transports in the US.  

Oh they service them in US. Including services under the warranty. Provided you purchase it from authorized Esoteric dealer.

Yes, I fully understand that they have a US service center, but this is not the first time I've heard of a player having to go to Japan to align the transport, which seems to be one of the most likely adjustments that have to be made. Why don't they have an alignment jig in the US?  It's nuts. 

Not sure if this is accurate, but I've heard similar things about DCS, in that if you are not the original owner, the odds of getting used units serviced is not good.  I will avoid DCS and Esoteric.

jnovak

 

Thank You for the follow up. Which player did you purchase after returning the Esoteric?

 

Happy Listening!

I ended up buying a PS Audio combo. I'm very happy with it and the service is right here!

Another note, I'm surprised of the tone of the last few replies to this now seven year old post. If Esoteric is willing to service old players, that speaks well of them. Keep in mind; Esoteric probably didn't make thousands of any one CD player. The idea of setting up service centers around the country isn't feasible at this level. Also, I'm guessing that most customers who are willing to shell out $20,000.00 for a CD player probably are willing to buy a new one 15 years down the road. If this is true then Esoteric is catering to second hand owners. Again, it;s nice of them to do so. Hasn't anyone taken advantage of the "transport only" service that Esoteric started offering? Joe

jnovak

 

Nice score! Joe.  Yes, there are plenty of Esoteric spinners on the demo/used marketplace.  It would be helpful to learn which Model(s) must have the drive (transport)/ Laser block returned to Japan for jig-tool servicing?

 

Happy Listening!

Steer clear of Esoteric players, @missioncoonery nailed it in his post. You’re are at the mercy of Cali service center.