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Getting what I paid for - gut check please!

All - I purchased an expensive (for me) DAC a few weeks ago from a small but well known high-end manufacturer close to where I live.  It was a previous-generation model made available at a price significantly lower than the current generation model.  I paid for the item in full prior to pick up.  Upon pick up, I discovered the item’s faceplate and remote were a different color than what the manufacturer had indicated prior to purchase.  Upon getting it home, I learned by reading the materials that the warranty period had started at the date of manufacturer, not the date of sale, meaning the warranty period was about one-third the length it would normally be.

The manufacturer is offering to replace the faceplate with the correct color for a fee.  He says the warranty "is what it is."

Is any of this standard practice?  This was not advertised as a used or demo unit when I agreed to purchase it, and there was no mention of a different warranty period than what would accompany a normal retail sale.  Was I wrong to expect that a previous-generation model would be sold with the same warranty as a current-generation unit?  Am I wrong to expect that the manufacturer replace the faceplate free of charge to make this unit the color that I agreed to prior to sale?

I’d appreciate a gut check before I press the issue or ask for a return.  Thanks!

lousyreeds1
bigkidz
3,504 posts
 

@gdaddy1 agree

No the manufacturer should not be named. A previous model was purchased. Got it at a big discount. Was it new in unopened box etc.  So you want everything for a big discounted price.

Do you like the sound you are getting?   Can you purchase another dac from another manufacturer for the same price that will sound as good?  Do you anticipate having repair issues with the dac?  

Sounds like you got a great value for your money. Didn’t ask any questions and assumed the rest. You made a decision because of the price and now you are complaining. Please

ozzy62's avatar
ozzy62
3,711 posts
 

Although you paid in full before pick up, you had the option to refuse the item and ask for a refund at that point. I understand the lure of a new toy and you thought you could live with the issues.

If this item wasn't advertised with the issues described above prior to the sale, I'd demand he make it right or return it.

lousyreeds1's avatar
lousyreeds1 OP
287 posts
 

Thanks for the feedback.  This was a sincere request for information on what’s standard practice and for opinions on what I should reasonably expect as a customer, not a veiled effort to complain about the industry or flame a manufacturer.  I don’t see any evidence of shadiness, just some sloppy communication, and I have no intention of naming the company.

Based on feedback here, I pressed them on the faceplate issue, and they agreed to replace it free of charge.  

I do wish they had explained before I paid (which I had to do via bank transfer prior to pickup) that this was an ex-demo unit, not just an NOS older model, and that the warranty period would be shortened on that basis.  None of this was clear until I got the unit home and read through the materials.  The bottom line, however, is that I still see this piece as good value with the remaining warranty in place, and I have no reason to believe this was an effort to deceive or wriggle out of a standard policy.  I can live with it on that basis.

It surprises me that this thread elicited such strong emotions.  I hope everyone can take a moment today to stay positive and enjoy the music.

 

yesiam_a_pirate's avatar
yesiam_a_pirate
322 posts
 

I'm not surprised at the energetic replies. None of us want to be jerked around by a vendor. Given that the hobby has a rapidly shrinking consumer base one would think the vendor would be anxious to distinguish himself in order to sell more. 

I'm not sure why you won't name names. If there is a rat in the grain wouldn't it be prudent to out it so others don't suffer as you allege you have? 

inagroove
263 posts
 

@kennyc "buyer concerns should be handled before the sale transaction, not afterwards." 

Dead Wrong.

Forcing UNDISCLOSED problems on consumers, for the sake of moving otherwise problematic gear,  is absolutely unethical a can only be addressed after the sale...  

UNDISCLOSED - all are non-standard practices...

a.) Color of the faceplate

b.) Color of the remote

c.) Length of the Warranty.

This has all of the earmarks of a 'sucker punch' that so many hi-fi buyers have experienced.

+1 @thecarpathian  - Return it out of principle AND look for a more honest vendor.

 

 

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