Denafrips Support - No Such Thing

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. 

I had a problem with my Ares II with noise bleeding into all of the inputs and the last line of the second email said

"Based on your description, it should be that your audio source is interfering with the DAC. Wish you a pleasant life!"

Thanks for the wonderful help captain obvious!

My experience with Todd at TEK Audio was outstanding.  He responded to every email quickly and thoroughly.  Better than some manuf. in the US or Europe.  

I prefer to buy directly from a US distributor when given the options.  If I had a Porsche I would not call Germany.  I had waited until I could find one knowing there had been some changes.  I bought other goods from Alvin and that was also a good experience.  

The fact that they both offered to help on a product that did not pass through their hands says something about their level of service.