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Service question: Who can service an Esoteric UX-1 CD/SACD player modified by APL NWO 3.0?

I recently sold my Esoteric UX-1 CD/SACD player with the DAC section modified by APL to the NWO 3.0 DAC. Unfortunately soon after the buyer purchased the unit the SACD laser pickup in the transport mechanism failed, although it had been working when I shipped the unit (CDs can still be played, just not SACDs). The buyer inquired with TAP Electronics, Esoteric’s national service center in the US, and they asked him to ship the unit to them, knowing it had been modified by APL, but then they refused to repair the unit because it was modified by APL. TAP Electronics inquired with Esoteric in Japan who also refused to repair the unit for the same reason. This is frustrating because even though the DAC section has been modified, it is the laser pickup in Esoteric’s transport mechanism that has failed, and yet Esoteric appears unwilling to support its customers by providing a path to service and repair the transport in this very high end (read expensive) piece of audio equipment. I have inquired with Keith Haas, the national sales manager for Esoteric, and after initially sending me an email saying he would “dig into this” and get back to me, he has gone silent and isn’t returning my emails now.

So my question is, does anyone know who else in the US can service the unit, meaning replace the SACD laser pickup?  I like for buyers of my pre owned audio equipment to be fully satisfied with their purchase. Obviously the buyer of my APL modified Esoteric unit is not satisfied as he thought the unit would play both CDs and SACDs. I am trying to assist him in finding a way to get it fixed. In any case I will work with him to find a mutually satisfactory resolution.

johnax
johnax OP
21 posts
 

chayro,

Thanks for your input, you raise an interesting point. What is the obligation of a seller of pre owned equipment?  Certainly the seller isn’t providing an extended warranty. In this case the equipment was quite old, and sold at a small fraction of the original cost. So in some sense I’m sympathetic to “buyer beware”. But the buyer states the the unit played SACDs for two days after it arrived, but then failed to play them. If it had been 6 months I might have had the same reaction you had. But two days? My moral compass tells me I have some obligation to work with the buyer and try my best to make it right.

John.

chayro
3,049 posts
 

I happen to be an attorney, but the obligations of non-professional sellers are an area I’m not familiar with. If I sold something that malfunctioned after 2 days, I would probably take it back, but I’m not sure I’d be legally obligated. Anyone could be sued for fraudulent misrepresentation, but they would have to prove you knew the item was not as represented. As I said, if it were me, I would just take it back, but you should check with APL. Maybe it will turn out better than you think. From a practical standpoint, it may be cheaper to take it back than to fix it. 

bigkidz
3,444 posts
 

I'm in New Jersey if I can be of assistance to you.

68pete
1,026 posts
 

Esoteric web pages say it will not repair any Esoteric products that have been modified in any way. It al so cancel your warranty. Esoteric will not sell any new parts out side of the factory store. Finding someone to do the repairs may not be that tough, but getting new parts will be. I was looking at some Esoteric equipment That i heard at a Audio show. The company was selling speakers and cables. They had mod the Esoteric equipment, It sounded really good. I do not remember the model numbers, but it was their top of the line 2  unit combo at one time. My fear was the laser would go out since it was older. after digging through their web page and checking with their factory repair center TAP. I passed on the equipment. I think your best bet would be to check with APL to see if they can fix it. May be they have some used parts laying around. I believe the head engineer and CEO at APL is a gentleman name Alex.  You might get lucky try talking to DCS they used to buy (may still do?) parts from Esoteric.

I think you'r a stand up guy for getting involved. More sellers like you and the used market would be a much better place. Good luck and post if you turn any more info up.

jayctoy's avatar
jayctoy
4,396 posts
 

I know if the unit is modified, you loose the warranty.As long as you are willing to pay for the repair , they should repair it.If you choose outside repair, they won’t sell you parts. That’s what happen to me when my esoteric sacd won’t play,they don’t want to sell parts, only TAP has the access of the parts.The seller took it back.I decided to buy Marantz SA10 sacd player after that.

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