Denafrips Support - No Such Thing

Todd in Texas fixed my Pontus ll and sent it back pretty quick.  Todd does all the service work for Denafrips in North America.  He was very communicative as well. I’ll post all his information as soon as I find it.

@jaybe 

his email is [email protected]

All the best.

I had a very poor experience with Denfrips service, never again for me. That didn't stop me for taking the risk with another China brand - Gustard. Fortunately, those units (r26 x 2 and x30) have been rock solid for me.

I had the same experience; complete lack of support combined with extremely frustrating email conversations. I have a one year old Gaia 12 ddc that's sitting on my desk unused because it can't properly handle 192Khz files. Complete waste of $1400!! It came from the factory with updated firmware that apparently wasn't properly tested.  So they told me I needed to download older firmware.  However,  they couldn't give me decent directions on how to do it.  Also,  their driver to install the download is an "unsigned " driver and Windows will not run it.  All I got as a response from the factory was "download firmware, download firmware". They refused to send me a RMA so I could send the unit to their authorized repair center in Texas.  And I got the same response from him as quoted by an earlier poster,  that he didn't get paid enough to handle units he didn't sell. Overall,  a completely negative experience.  I will never even consider wasting my money on purchasing another Denafrips product. 

I truly enjoyed the Denafrips Dacs I owned. But when Alvin and Vinshine were no longer involved, I felt that I couldn’t trust Denafrips as a company any longer. While Alvin has never publicly mentioned anything negative about the brand, it did not take a psychic genius to figure out that Vinshine was being given the shaft from Denafrips. After all that Alvin and crew had done to build the brand and foster good will. Now reading Audiomans commentary, I am convinced that my gut feeling was justified. So despite the good sound of the product and it did sound very good, I will never even consider the brand for any of my audio wants or needs. Just my own personal opinion and preference. We can vote with our wallets and I most certainly will be doing just that.