2. amps-preamps
  3. 151739-137341

Bit Disappointed in NAD

I have a C375BEE integrated that I bought awhile back that I like quite a bit. Built a new house, so my system was in boxes for awhile. Finally finished the house, so I unpacked my system and bought the MDC DAC 2.0 card from Crutchfield to add to my amp. I specifically bought this DAC so I could stream from iTunes via the USB input on the DAC. Installed the DAC, and right away noticed a significant buzz ONLY on the USB input (buzz rises/falls in step w/ volume). Tried the phono and optical inputs on the DAC, and they are fine, no buzz.

Contacted NAD, and was told to bring the amp and DAC to one of their authorized repair centers. Did so, and was charged $65 for a diagnostic fee so they could tell me:

  • 1) Yes, the USB input buzzes
  • 2) No, the unit is not repairable
  • 3) No, there are no more, since the DAC has now been discontinued
  • 4) The best they could do is send me a used DAC 1.0, which only supports 96kHz sampling instead of 192kHz on the 2.0

Now realistically, I doubt I'll be able to hear the difference between 96 and 192kHz. But I'm disappointed that I bought a product from what I thought was a reputable company, and even though they agree it's defective and is still under warranty, the best they can do is substitute an older, inferior product. I'm also really surprised that they don't even attempt to repair these. Personally, I find that these days we live in a bit of a "throw-away" society, and would have thought an electronics company with a reputation like NAD's would have been the exception to that.

It's only a $250 part, and maybe I'm just frustrated because I haven't had any music in over a month now, but I felt like venting a bit.


nobbyv
213runnin
914 posts
 
Oops, sorry about going off half cocked!  On the MDC, I found people that had noise issues so it might be somewhat common.  Either way since the 60 day window is gone, there is only so much Crutchfield will probably do.

cleeds, what should happen and what will happen are often far apart over a small amount of money.  The courts would view it as small anyway.
lancelock
1,094 posts
 
I have the best experiences with small audio companies and certainly the best customer service.
jrpnde
271 posts
 
   In my earlier post I explained that when I purchased my NAD C375BEE (from an authorized dealer) I requested the phono module at the same time. The dealer, which is also a very capable facility in repairing equipment, installed the phono module. After reading the installation of the module, which didn't look extremely difficult, I decided to not open the case myself but to let the dealer install the module when the amp arrived to their store. It seemed like a simple task of plugging in and unplugging ribbon cables at the proper place but since it was a new purchase I just left the task to them.

   With the phono module installed the phono input of the amp is automatically disabled. Therefore, another amp input for my outboard phono preamp had to be connected to an input rather than phono. No problem. Since I never installed a DAC module I don't know if a similar conflict would occur as with the phono module. I assume you connected the DAC module in the correct places in the amp. Hope your problem is solved.

nobbyv OP
4 posts
 

So I’m not sure what changed their minds, but NAD just emailed me with an fairly amazing offer: trade in my C375BEE w/ the DAC, and they’ll send me a C388 w/ the BluOS-2i DAC/wireless streaming module. The thing is $2200 new, and meets or exceeds all the specs of my C375. I haven’t auditioned it, but every review I’ve read raves about the sound. It looks like they had some issues with the streaming functionality on the previous version, but hopefully it’s corrected on the 2i version. If not, the streaming was gravy, anyway. I just want to direct connect my laptop and play off iTunes.

Frankly, this is above and beyond for customer service, in my opinion. I know some others said they’d also had some trouble with NAD; perhaps this is a sign they recognize they’ve been dropping the ball and are looking to improve?


213runnin
914 posts
 
That’s outstanding customer service, I’m really surprised.  I was wrong about Nad, that’s a great offer they’ve made to you.

Generally speaking they do make reliable products.  I’ve had integrated amps from their previous generation, and still own the C565BEE CD spinner, and nary a problem from any of them.  


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