2. digital
  3. 1268296359

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
lall OP
122 posts
 
Pubul57
You are absolutely right IMHO. Of all components,Cd players and transports are most prone to problems hence warrant reliable, honest customer service.
pubul57
3,712 posts
 
I was willing to venture and buy a Canadian CD/SACD product:) I simply refuse to buy a foreign (or domestic) product that does not have an established, reliable support network in the US. Not sure if that is or isn't true for Audio Aero. I know their players have a very solid reputation for sound quality, but at least for me, if I don't feel I can have a repair issue handled easily, I just won't bother with it, too many good products made and supported here. The last thing I want to do is ship a heavy item to someplace in Europe or Asia for repair - why bother. If I buy a product here, I expect it to be supported here without going through great pains in shipping, exhange rates, customs etc... unless it is a truly unique product I must have.
donaudio
129 posts
 
I just e-mailed AA about a distributor in North America and they answered very quickly that they are trying to get one. Don
pubul57
3,712 posts
 
That would be great. It is obviously a great sounding product and well-built. They just need to work out the logistics for providing the support expected by US customers (and others around the world).
lall OP
122 posts
 
Donaudio, Pubul157
Am not surprised at AA's quick response to your query. A distributor in the US means sales AND income generation. Who does not want that? Try sending them a mail about my problem and what they have done to satisfy thus unhappy customer.

In my case, I sent my AA Capitole to them in July 2009. We are in March 2010 i.e. 9 mnths without being able to listen to it.
It came back to me from the factory in Feb 2010 as a non-working player but AA has yet to send me a correspondence about what could possibly has gone wrong or how to fix it despite repeated e-mails/calls from me.

A new distributor in the US may work for a short while, but what happens when that distributor decides to pack up leave. History is witness and even distributors have blamed AA's lack of customer service/response etc.. Read Audiogon threads and it could not be clearer.

What AA needs is a 180 degree paradigm shift in customer service in such a competitive environment:

(1) understanding customer needs
(2) responding/solving their problems expeditiously
(3) be accessible and always respond positively to their queries/solicitude
(4) error is human, so admit you faults but at the same time undertake to improve the service
(5) never come up in public to cover your faults with lies and stories, and refrain from putting the blame on your customers who form the very basis of your company and livinghood.

ABC of any marketing course... Need I say more?
More to discover