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Esoteric A100 Service Nightmare

My Esoteric A100 which has been stuck in a safety circuit mode after an electrical surge.  I have contacted the Esoteric Service department and the unit was shipped to TAP electronics in Buena Park CA.  I was contacted by the service department that the A100s cannot be serviced in the US and must be shipped to Japan due to a required tool that is only available in Japan.  What???  I was quoted a shipping charge in the thousands $ and that there is no guarantee that the unit is even salvageable.  The interaction with TAP electronics was a nightmare but its not relevant here.   A100 has essentially become an expensive paper weight.  I am disappointed and puzzled by the lack of adequate service support for a unit that sold for over $18,000.  Any thoughts or recommendation on addressing this unit?  I am ready to consider the unit dead and move on.  This is unfortunately a last resort plea before I drop this unit to recycling.


Regards

Frank

kimf70
stereo5's avatar
stereo5
6,381 posts
 
@stringreen  ………………………….

I always try to buy American when I can as well, but do not ever forget that al LOT of American high end company's have closed or gone bankrupt over the years.    In this mans case, if it absolutely must go to Japan to be repaired, Esoteric being the large company that it is could afford to pay for shipping one way and the customer pay for the other.  I think that seems fair.
mickeyb
572 posts
 
What a horrible experience. Feel for you man. 
I hope you can get it fixed for under a g. 
If you can’t, shop it to me and I’ll pay for the shipping. 
Good luck. 
jafant's avatar
jafant
19,593 posts
 
stereo5I concur. If Esoteric wishes to keep a presence here in the U.S.A. then it does require better Customer Service. Hopefully Frank will receive resolution regarding his A100.
jafant's avatar
jafant
19,593 posts
 
kimf70Excellent points all around on Esoteric's / TAP Electronics customer service. Thank You for sharing your experience here. It is imperative to post both positive and negative experiences when dealing with these companies, manufacturers. Well done.
jay23
210 posts
 
@kimf70 
Is the unit under warranty?
Did you talk to Scott Sefton?
You should at least talk to someone higher up in Integra's chain.
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