Help: My newly upgraded AA Capitole gives no sound


I recently got back my capitole CD player after a Signature Edition upgrade in AA factory France. It has a serious problem: NO SOUND. Everything else seems to be working perfectly: disc reading, display, control buttons, remote etc.

On three or four occasions I managed to get the sound whilst continuously interchanging the channels on the remote (SPDIF/COAX/T&T etc.) or through the buttons on the player itself but whenever the player is stopped (e.g to change disc or to shut down), the player refuses to produce any sound on resumption of play even though the disc is spinning and the display clearly indicating that it is playing (i.e. pressing play button).

When it does decide to play, it plays flawlessly with wonderful sound until the end of the disc. When it is playing (with sound coming out of the speakers) and REPEAT MODE pressed, it plays on and on for days until stopped. But as soon as stopped, the problem comes back.

Same problem when an external transport is used via digital input.

Checked the internal cables, they are all properly seated. The Circuit Board is in good condition and no visible signs of any damage.

Two-way communication with AA France is almost non-existent and terribly frustrating. Am stuck with a new upgraded player costing over $10,000.

Has anybody come across such problems with their Capitole or Prestige? Can you help in identifying possible causes? Could it be a software/chip problem incompatibility with the new transport (installed FOC by AA factory within the upgrade. The Chip version is 5.6.
Any help would be much appreciated.
Many thanks.

lall
Onhwy61
There is a huge difference regarding communication and customer service at Audio Aero now and what it used to be in the past when I decided to send my player for the SE Upgrade (in July 2009). At that time the receptionist/administration incomings were handled by one Miss Sandrine who used to reply to my queries and mails within 2 days.
Since, there are two new figures there: One Miss Sophie Lucchini for incoming mails and someone named Guillaume Bouly - who supposedly supervises all technical related problems.
From my own experience within the past 6-7 months with Audio Aero, it is extremely difficult, if not impossible, get e-mail replies or technical info from AA. I had to phone them several times to pass on the same info which I had previously sent by emails. Even on the phone, impossible to get in touch with the so called technicial coordinator - Mr Bouly. Please note that France has espoused a socialist philosophy wherein a lot of employees feel they have permanent employment. Hence no need for them to wast time in stupid things like customer service.

For your info, I had no intention to go for the SE upgrade: it was only when I contacted them at that time (July 2009) to buy the new cryo tubes for my player that they offered to upgrade my Capitole to Signature Edition against payment. I agreed and sent my player to them in August 2009 but due to delays originating from AA factory, and consequently the player having had to make a forced waiting transit in France before getting to me in Mauritius, I got my player only a few weeks ago.
I maintain that AA has serious communication and customer service issues. Having said that I think the GM (Jerome Andre)is a very nice guy (I spoke to him on the phone). He told me that he expects his staff to respond to customers within 24 hrs. I also understand that Mr Andre normally spends considerable time in a different geographic location than in the technical services premises. One thing is clear though, his staff definitely has not got the Boss' message regarding customer service!
Elizabeth, Hervel
Many thanks for your advice and the offer of help regarding assistance in french language. I am a native French speaker and my country (Mauritius) was a former French colony. My communications (emails & phone calls) to AA have been mainly in French.
The issue is elsewhere - "efficiency, efficacy, concern and respect" for the clients buying and putting faith in their highly priced products in return for legitimate expectation of an attribute called "customer service" when problem beckons.
Hello,
I usually do not interfer in forums as the freedom of expression is a right to me. I am Jerome Andre and I manage Audio Aero. But in htis case, I need to restore the truth about this customer, as what he wrote are simply lies and I can't stand this.
Mr Lallchand sent us his player for an upgrade in July last year. We made him a very generous discount and he only paid 420 € for this upgrade instead of 900. We also proposed him an internal upgrade as the player was 7 years old but he refused. The player was ready to be shipped in August and perfectly working, but we only received his payment in October. And his check was not signed, so we couldn't cash it. We had to wait for another month to receive it. Mr Lallchand refused to pay for the back shipping. We had to ship it at our cost to one of his friend in Paris as asked by Mr Llachand. It was in december. Then, we recieved a complain from Mr Lallchand very end of February. We have no idea of how this player has been treated during almost 3 month. Apparently, it travelled in many plains (dixit Mr Lallchand) and this could be one of the reason of its problems.
To sum up : 1 : Audio Aero has always been very cooperative with this customer. 2 : we gave him a great deal on the upgrade. 3 : The player was perfectly working when it came out of the factory. 4 : Mr Lallchand is trying to get a new unit for free as it was his proposal this morning...
Audio Aero can not be responsible for travel damage. Mr Lallchand was supposed to send back his player to Audio Aero but he didn't. We cannot be accused for something we didn't do.
We will try to help Mr Lallchand as far as he send back the unit to us. This is the minimum we ask. Sincerely
I don't like to get involved in disputes but to me this appears to be due to a lack of proper communication or perhaps a lack of full disclosure.

Other than some outback comments by Tpreaves most of the people in the thread are genuinely trying to help the situation.

I have great respect for Audio Aero's players but my experience in trying to communicate with AA France has been a one-way-train in the past. Luckily for me, Globe Audio was still in business back then so all my dealings were through them and I was NEVER dissapointed. Jody and Ken have my full respect and admiration and I'm very sad they could not go on.

I hope this issue can be resolved satisfactorily so Audio Aero's reputation does not suffer. They make some trully great digital players.