Esoteric K-03 X - mechanical problems w tray


...just bought a brand new Esoteric K-03X player and have only 14 hours on it and the tray is jammed and the disc is stuck inside. Real nice for this price .....you will see I had the Esoteric P-05 and the D-05 for almost 8 years which I sold here on Audiogon and NEVER had one problem with those pieces. I think I read where others owners were having the same issue...if this is the case not a happy owner. Not to mention the box weighs almost 100 lbs and who is going to pay for shipping and the hassle of boxing it etc. After 40 years with this hobby .....more of a headache anymore than fun !
garebear
Are you sure the player is broken? Sometimes if you don't place the disk on the tray exactly right, the transport may jam.

More importantly, if you have a brand new unit with 14 hours on it, why wouldn't you try to have it fixed under warranty?
I have had my KO3x player for 8 months and never have had any kind of problem. It gets used just about every day. i agree with Zd542 above. I have not heard of any one having trouble with the drawer if disk is loaded right... USE YOUR WARRANTY
Enjoy
Hello Zd542....the disc actually played and when I went to open the tray up when it had finished playing, is when the trouble started. I have contacted the Esoteric dealer and yes it is under warranty but not happy that after 14 hours I am already having trouble ......and as you know with triple boxes and dead weight of almost 70 lbs and having to go up 14 stairs and then lifting the box into a car to take it to Fed-Ex or UPS ...is not a fun filled afternoon ....I am also curious on who is going to pay for shipping.....and to mention - the down time.
You shouldn't have to go through all that. Just call the dealer and let them worry about it. Even better, ask them for a new one so you don't have to wait.
Thank you guys ......just PO'd......but you are right - let the dealer handle this ! I will keep you posted
Unless things have changed under Integra, for warranty work, customer pays for outbound transportation, and Esoteric pays for return ground transportation.

I recommend that before anything else you contact Integra tech support:

Email:
Esoteric-Service@integrahometheater.com
24/7 phone support line:
800-225-1946
Tech support Contact:
Cedric M

Regards, G.
That's a $14000 CD player. For that kind of money, the dealer comes back out to the house and picks it up personally and leaves him with a demo unit until they fix it. I'm not just making this up, either. Every good dealer I know would do exactly that, if not just give him another new one.
Uhrn... Before stomping of feet, shredding of clothing and the likes, I recommend calling tech support.

BTW, I have seen on rare occasion my own X-01 developing a case of locked jaw... Turning the machine off, disconnecting it from the AC and reconnecting it, and then performing a hardware reset cured the tantrum...

What does the K-03 manual say about locked jaw syndrome?

G.
"08-10-15: Guidocorona
Uhrn... Before stomping of feet, shredding of clothing and the likes, I recommend calling tech support."

Its not about that. Although, I did make the assumption that the OP tried resetting the unit. Regardless, the dealer is the proper contact for this problem. Tech support can always be called. What we don't know is the dealers policy. If there's a return policy, the OP may need to use it and may only be available for a short period of time. If the OP doesn't let the dealer handle it, and the problem goes away for a while and returns, the first thing the dealer is going to say is "Why didn't you tell me there was a problem?". And they would be right. This is info the dealer needs to have. If they don't do the right thing, then call Teac and let them get involved.
...in the last year and half I have purchased an Esoteric A-03 amp, the C-03 pre-amp and the G-03 X clock ....I am NOT paying for any shipping ! It is week old with only 14 hours on it ......I want a new one !
...sorry that's the G-02 X clock
...getting totally screwed over by Esoteric on this sitaution. What BS ....and I have all Esoteric equipment. The customer service is pathetic ...and I have to pay for shipping back to the dealer !!! What BS !!!! I will never buy anything else from them ....
I know you are upset, but in this case you need to be talking to your dealer. The people at Teac have no idea how to sell and support a product like you bought. That's why they have dealers in the first place. What you're doing is like buying a new car that has a problem just a few days after you bought it, and then calling Ford, GM or whoever makes the car. You would need to contact the dealership that sold you the car. Its the same thing with your Esoteric. The store that sold you the K03 made thousands of dollars from that sale. They should be waiting on you, hand and foot. Remind them if you have to.
That's High End
Zd542,
I agree with your impression and recommendation regarding a product at this level of cost. Service should be commensurate with cost and company reputation. I hope the dealer comes through.
I don't see why the dealer wouldn't resolve the issue. They have nothing to gain by not taking care of this. They're just going to send the unit back to Esoteric, or an authorized repair center, to be fixed or replaced. Its under full warranty and the only thing the dealer stands to loose is some shipping fees and a little time. As long as they're an authorized dealer, they should be happy to deal with this.
Update - Anthony Perotta Consulting - went way out of his way to get this corrected. I have not heard back from Esoteric as of today. I was about to pack the K-03X up to be shipped ( in which Anthony was going to pay for ) when I plugged it in one more time...and gently hit the top plate...nothing...then turned the unit on its side and the tray came out with no grinding noise .....hmmm ...turned it on its other side opened the tray and the disc popped out .......Yeeeeeesssss........so far no problems and NO call from Esoteric
Ah, I now understand... You got the K-03M version.... It is a special build for the US navy.... It works best on frigates and destroyers under heavy seas... I'm surprised that Anthony got hold of one of these extremely rare spec ops units optimized for playing music under extreme tilt and roll.

G.
Garebear, if Anthony Perotta Consulting was so helpful how
come it took him so long 2 step up, maybe because you got this chat going n he had 2 protect himself. I bought off him a few years ago and after the sale I had a problem n he was not helpful at all Plus if Guidocorona is correct should he be selling you that unit at all, or at least telling you before hand.
Henrycai, you might have misunderstood my post... It was meant in pure jest.... It is not a metaphore for a real situation... It is a pure fantasy. Do not take it seriously. G.
...also thank you for your post Henrycai - but that was not the case at all. Anthony Perotta has been very helpful as a dealer ...it is Esoteric that I am annoyed at the moment. I just may have put the disc in wrong .......so far no problems as I have all Esoteric and the stuff very well made.....
About a year ago I had a problem with brand new esoteric k-05 ( noisy transport). Anthony Perrotta without hesitation managed to get me new player. All I had to do is to ship the noisy player to him.
I think OP, instead of contacting Esoteric, should have contacted the dealer first, this would save the time and frustration.

But this is what upsetting. In spite of their reputation for a great build, esoteric still releasing for sale units that are not 100% defect free. I have $100 panasonic dvd player that working flawlessly for 5 years in a row.
I still see complains on the forums from owners of new K-03x and K-01x about noisy transports.For the prices they charge us (even with great discounts from dealers) it should not happen at all.
And when the issues do happen, they should provide with completly cost free white glove service under the warranty.
"But this is what upsetting. In spite of their reputation for a great build, esoteric still releasing for sale units that are not 100% defect free. I have $100 panasonic dvd player that working flawlessly for 5 years in a row."

You're assuming there's a defect. The OP admits that he may have put the disk in wrong. There could also be shipping damage.

"I still see complains on the forums from owners of new K-03x and K-01x about noisy transports."

Some transports are noisy. It doesn't mean its broken. The one in my Wadia 850 was noisy, and I used to use it to break in equipment. It probably sat on repeat for at least 10 years total. The person I sold it to still has it.
When one pay about 10-15 grand for a cd player, it should not have any noise. My first K-05 had noise that was heard from 12 feet.
I am not bashing esoteric here, they build great sounding CDPs and my second K-05 is flawless, but for the price it should be perfectly build (no noise from transports) and service should impeccable.
Btw, itÂ’s not only related to esoteric, the same can be said about some other brands.
.....Mr. Denon - you are correct - I contacted Esoteric first. Lesson learned
"08-18-15: Denon1
When one pay about 10-15 grand for a cd player, it should not have any noise. My first K-05 had noise that was heard from 12 feet."

I'm not talking about a defect. Some transports make more noise than others. The Teac unit that Wadia put in the 850 wasn't silent. You could hear it opening and closing the tray. But all the 850's sounded exactly like that. My 861 and 861SE are both silent. My 302 can be heard loading, but the 301 and 830, both predecessors, were both silent. That's just how it is.
.......it jammed once again after 20-25 hours of play. So it as NOT me and now the fun will begin as I want a new player ! Still no call from Esoteric ...let's see how they handle this going forward
Garebear, just contact Anthony, he should take care of this.
I totally agree with you, especially since you bought whole esoteric system, they should send you a new player. Btw how esoteric A-03 amp sounds with matching C-03 ore-amp?
Denon - the A-03 is a 50 watt pure class A design and it is sweet ....and also a beast at 85 lbs and does run very hot. My power company loves me now The C-03 is very nuetral and matches very well with the A-03
Ok thank you guys, I hope you can get a new one.
Are you using regular disk's? I know that Dual Disc's are thicker than regular CD's and sometimes cause problems for certain transports.

Also, I didn't think to mention this before, but a remote can cause problems. Maybe if the batteries are not strong, or if you have another component that uses the same frequencies. On one of my Wadia's that has a Teac transport, the remote is a big block of metal, and if you're not careful, they can stick underneath the face of the remote if you push them down too hard. And it just happened to be the open/close button that stuck. It drove me crazy for a while until finally figured out what it was. I'm going into detail here because transports and remotes generally go as a packages. And since we both have Teac transports, our remotes may be similar. If you have a metal one, you may want to check it. I also have a couple of the plastic remotes. They don't stick.
No Esoteric transport or single-box player I have ever used supports "Dual Disc". You will get "Disc Error" every time.......its in the manuals as well, or at least it was/is for the DV-50X, UX-1, UX-1 Ltd, P-03, P03U and P-02.
.... I do even know what a dual disc is .....I only have Red Book Cd's or SCADs. None the less, it got jammed again and I shipped it back to the dealer ....and out of weeks of ownership it has been only played about 8 days due large in part to the BS surrounding this issue.....Nice ....still no call from Esoteric
Dual Disk is the primary reason that you should have no pity for the music industry. This is the kind of product you design if you're secretly working for a competing company, and want to put them out of business. Back when SACD and DVDA were new formats struggling for market share to replace the already obsolete CD format, and when DVD was on the decline due to new formats like Blu Ray, the industry came up with Dual Disc. They took a red book CD and put it on one side of a disk and a standard DVD on the other side. 2 obsolete formats. Then, top off their stupidity, they made a Dual Discs thicker than a CD/DVD, so they got jammed in everyones players.
So true.....Dual Discs often have computer-friendly content on one side (DVD side); why they chose to do this and make the discs thicker than standard CD and SACD is beyond me.
....almost a month in ...no call from Esoteric and still NO player. The dealer is doing the best that he can ....but Esoteric customer service is just plain awful. Just letting everybody here on Audiogon know that before buying....not happy at all !
Many companies require that you take service issues up with the dealer. That's part of what dealers get paid for. Is the dealer doing the right thing?
Gary, try giving a call to Dave at Teac... He is the same chief tech who serviced Esoteric products when they were marketed by Teac... Very Knowledgeable gent: 323-727-7617.

He is likely to have some insight... Ask him if perhaps he can assist in one way or another.

G.
Guido - thank you very much but the issue has grown past that as my dealer is trying to work with the Esoteric district manager / sales rep. Esoteric is definitely dragging their feet on this ......this is not the Esoteric I used to deal with. Customer Service is terrible .....
"09-04-15: Garebear
Guido - thank you very much but the issue has grown past that as my dealer is trying to work with the Esoteric district manager / sales rep. Esoteric is definitely dragging their feet on this ......this is not the Esoteric I used to deal with. Customer Service is terrible ..... "

I know I sound like a broken record, but this your dealers problem to fix. I know the player has a warranty through Teac, but you didn't buy it from them, you bought it from your dealer. The unit was defective right out of the box. Your dealer either has another one that he could give you but he won't because he doesn't want to risk anything in case Esoteric screws him over, or the dealer would have to buy another one for you, and then take the old one back and fight with Esoteric over it. Again, he doesn't want to take that kind of risk in case he doesn't get paid. The truth of the matter is that you are letting him put the risk and burden on your shoulders, while the only risk on his part is some phone calls. And given who the dealer is, that does not surprise me one bit. The more time you give him to stall, the easier it is for him to claim that Esoteric should be dealing with your problem, and not him. If they have any type of return policy, I suggest you take action before it expires. At the very least, send him a letter certified mail so you have some proof of when the problem happened.
UPDATE : Esoteric has agreed to send me a new K-03X - I should have it later this week. I will comment further at that time - we are now looking at 6 weeks to identify, discuss and resolve this issue.
While it may have taken longer than you'd like, you're ending up getting a new unit which is what you wanted. Dealing with large companies often requires the involvement and decision making from many levels to get the needed approvals for something like this to get done. In the end they are doing the right thing and I think they should be commended for it. Of course it would have been better if they gave you an immediate replacement, but that rarely happens with companies the size of Esoteric and its ownership. I hope you enjoy your new K-03X for many trouble free years!
Hi Gary, glad that things are moving in the right direction... Do keep us posted! Guido
Thank you Bill_K .....I work for a Fortune 500 company and know all to well about how things operate in large(er) corporations and you are correct on a lot of your points. I appreciate your input ...but it still stinks on how long it has taken.
I agree that Esoteric customer service is terrible. I own the K-01. I had issues and they would not even reply to my email! Great products but in the US their team needs to be replaced!
......I had the very same issues ! Prior to the Gibson buyout....the customer service was excellent and the reason I went on to buy a whole system of Esoteric.....I hope somebody from Esoteric is reading this and does something as I am not happy.
It seems like I was right about Anthony Perotta, I met n dealt with him years ago....he should have stepped up from the start n took care of you...sometimes 2 save a few bucks we buy off of anybody n then it comes back 2 haunt us...a good dealer would have taken care of the problem period because he cares n wants his customers happy n back...then there is the rest of them...
Hello Henry .....thank you for the follow up. I have worked with Anthony for about 8 years now and has always been up front and honest with me. 95% of my system has been purchased form him..... I was not happy .....but Anthony was working with what he had and If you follow my emails , I am / was upset more with Esoteric. Anthony backed me up and insisted that the K-03X was defective and for me to get a new one. It was Esoteric that was dragging their feet and as member Bill-k noted, Esoteric is a huge corporation and it takes a lot of red tape to get things done....and most always it is the customer who is put on the back burner. No...Anthony did everything that he could do for me as a dealer. All in all ...it took about 6 weeks to resolve the issue and a lot of email messages....
I have to laugh at all the naysayers who say the CD is dead. Do they not realize a lot of hi-rez downloads are just marketing hype and are 44.1!
"09-20-15: Talk2me
I have to laugh at all the naysayers who say the CD is dead. Do they not realize a lot of hi-rez downloads are just marketing hype and are 44.1!"

So? You don't need a CD player to play 16/44. Not that there's anything wrong with using a CD player. I still have one. But if it ever breaks, I know I can rip my CD's and use a good dac and get equivalent SQ.