Problem with Esoteric service

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.