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DACs - Holo/Kitsune, Bricasti, PS Audio, dCS, etc

I've been researching higher end DACs for some time and was ready to pull the trigger on a purchase.  But before doing so, I phoned each company to get feel for their customer support.  A quick Google search of Bricasti, Weiss, Ayre, PS Audio, and even dCS in England, and the phones were readily available, in addition to Cust Supt emails....BUT....  

....Kitsune HiFi based in Washington, the US distributor for Holo Audio products, posts no phone number and does not have an adequate support system in place to answer emails reasonably.  Furthermore, Kitsune goes so far as to post the bold faced message which I have copied directly (unaltered) from their web site and attached at the bottom of this page.  (scroll down)

Kitsune is indeed peddling one of the best DACs on the market today.  Jeff Zhu, the brain behind Holo product offerings, is a cut above many other designers.  Which in turn has allowed Kitsune, per their own words on their web site, to have "significant sales".  So tell me why a company with significant sales (and profits!!) has not bothered to invest in a customer service model, that is commensurate with the products it sells, so that their customer base is better served?  

I'd purchase a Holo May KTE unit IF I was certain I could receive the comparable customer service I know I can receive from the other companies I noted above.  But if selling and profits are the 'end-all' everything to Kitsune, I sense they're going to remain 'fat cats' for as long as possible until some new product knocks them off their perch.  That some business model!!!
 

Current status: We are very BUSY with significant sales and support emails each day (new product releases etc)  it may take around 7-10 business days to reply to your support request.

 

 

jymc
jymc OP
77 posts
 

Oh, and did I say I've talked to Holo owners who explain they have never received email responses to their requests?

jastralfu's avatar
jastralfu
294 posts
 

I understand what you’re saying and customer support is an important aspect in making a purchase.  However, if that’s a deal breaker then don’t buy from Holo Audio or Kitsune.  There are too many excellent DACs out there to get worked up over one company that doesn’t meet your needs/expectations/requirements.  In fact, you listed several that do so buy one from them.

jymc OP
77 posts
 

@jastralfu  -  Of course you are correct....take my business elsewhere.  However, there is no disputing that the May KTE is an impressive design and strong performer at its price point.  It would compliment/synergize with the other pieces in my system quite nicely.  AND I have just one question that stands in front of my purchase.  Does Holo know from what brand SACD transports the May will receive and process the SACD data?  I'm certain that they know.

We know that the I2S HDMI connection protocol is not a standardized, and hence, several high end audio gurus I've talked to explain it is often 'hit-or-miss' as to whether a given DAC will process the SACD layer from a given transport.  I still play CDs and SACDs so finding an answer on how to proceed is important.  AND WITH A PROPER CUSTOMER SERVICE TEAM AT KITSUNE, THAT QUESTION COULD BE ANSWERED QUICKLY.  My second DAC choice is a Bricasti M series, but the downside is the Bricasti M19 SACD transport is priced at $10k which I find tough to swallow.  And therefore, my best remaining option is to find an Esoteric K-01XD SACD Player of which there are many on the used market.

The problems we labor over when children are starving in Africa....

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