You gotta be kidding me...

[tubaman]

I ordered 2 DAC1's, one with and one without USB, from Sweetwater. Absolutely disappointed. Here's why:

1. I ordered them, specifically noted that I don't want rack mount. But for some reason the regular DAC1 has rack mount. I called them and was told they only carry regular DAC1 with rack mount, and would have to "special order" a DAC1 without it.

2. Headphone out of DAC1 USB for some reason isn't working, and the volume knob isn't working, and is loose (obviously defective because the regular DAC1's volume knob is tight as supposed to be). I can hear very little sound from it and even with volume knob to max, no change in volume.

3. Headphone out of regular DAC1 has no sound at all.

4. I called the sales rep. and the guy told me the DAC1's rack mount is removable. Ya, right.

5. Finally a little good thing to talk about: talked with a technical support rep. and clarified things (including rack mount) and they'll have FedEx pick them up on Thursday.

Can you believe this tremendous bad luck? Two out of two don't work right.

Tried all 4 headphone out too.

[Penchum]

Originally Posted by tubaman

I ordered 2 DAC1's, one with and one without USB, from Sweetwater. Absolutely disappointed. Here's why:

1. I ordered them, specifically noted that I don't want rack mount. But for some reason the regular DAC1 has rack mount. I called them and was told they only carry regular DAC1 with rack mount, and would have to "special order" a DAC1 without it.

2. Headphone out of DAC1 USB for some reason isn't working, and the volume knob isn't working, and is loose (obviously defective because the regular DAC1's volume knob is tight as supposed to be). I can hear very little sound from it and even with volume knob to max, no change in volume.

3. Headphone out of regular DAC1 has no sound at all.

4. I called the sales rep. and the guy told me the DAC1's rack mount is removable. Ya, right.

5. Finally a little good thing to talk about: talked with a technical support rep. and clarified things (including rack mount) and they'll have FedEx pick them up on Thursday.

Can you believe this tremendous bad luck? Two out of two don't work right.

Tried all 4 headphone out too.

Thats unforgivable. Back to looking I suppose.

[jp11801]

Originally Posted by tubaman

I ordered 2 DAC1's, one with and one without USB, from Sweetwater. Absolutely disappointed. Here's why:

1. I ordered them, specifically noted that I don't want rack mount. But for some reason the regular DAC1 has rack mount. I called them and was told they only carry regular DAC1 with rack mount, and would have to "special order" a DAC1 without it.

2. Headphone out of DAC1 USB for some reason isn't working, and the volume knob isn't working, and is loose (obviously defective because the regular DAC1's volume knob is tight as supposed to be). I can hear very little sound from it and even with volume knob to max, no change in volume.

3. Headphone out of regular DAC1 has no sound at all.

4. I called the sales rep. and the guy told me the DAC1's rack mount is removable. Ya, right.

5. Finally a little good thing to talk about: talked with a technical support rep. and clarified things (including rack mount) and they'll have FedEx pick them up on Thursday.

Can you believe this tremendous bad luck? Two out of two don't work right.

Tried all 4 headphone out too.

While I feel for you dogging sweetwater when it is really not their fault is messed up. Many people here have gotten great service from them in the past and how would they know that benchmark shipped broken units.

I am sorry to hear about your bad luck as I know the anticipation that new gear brings and it sucks when gratification is delayed.

[Penchum]

Originally Posted by tubaman

I ordered 2 DAC1's, one with and one without USB, from Sweetwater. Absolutely disappointed. Here's why:

1. I ordered them, specifically noted that I don't want rack mount. But for some reason the regular DAC1 has rack mount. I called them and was told they only carry regular DAC1 with rack mount, and would have to "special order" a DAC1 without it.

2. Headphone out of DAC1 USB for some reason isn't working, and the volume knob isn't working, and is loose (obviously defective because the regular DAC1's volume knob is tight as supposed to be). I can hear very little sound from it and even with volume knob to max, no change in volume.

3. Headphone out of regular DAC1 has no sound at all.

4. I called the sales rep. and the guy told me the DAC1's rack mount is removable. Ya, right.

5. Finally a little good thing to talk about: talked with a technical support rep. and clarified things (including rack mount) and they'll have FedEx pick them up on Thursday.

Can you believe this tremendous bad luck? Two out of two don't work right.

Tried all 4 headphone out too.

Originally Posted by jp11801

While I feel for you dogging sweetwater when it is really not their fault is messed up. Many people here have gotten great service from them in the past and how would they know that benchmark shipped broken units.

I am sorry to hear about your bad luck as I know the anticipation that new gear brings and it sucks when gratification is delayed.

I don't know Sweetwater at all, I've never ordered from them before. But I will say that since they are a "re-seller", they are 100% responsible to make sure their customers receive exactly what they order, in brand new 100% working condition.

When any re-seller messes up in more than one area of the customer's order (like tubaman's wrong item and both not working), it speaks loudly on how well they except their responsibilities to the customer. Not only should they send him new units as replacements, quickly, they should be "all over" Benchmark for selling them bad units. I know we as customers will never see the feedback end of this kind of thing, but we should at least expect the re-seller to go out of their way to get new units delivered as fast as possible. They have our money, we deserve it!

[jp11801]

Originally Posted by Penchum

When any re-seller messes up in more than one area of the customer's order (like tubaman's wrong item and both not working), it speaks loudly on how well they except their responsibilities to the customer. Not only should they send him new units as replacements, quickly, they should be "all over" Benchmark for selling them bad units. I know we as customers will never see the feedback end of this kind of thing, but we should at least expect the re-seller to go out of their way to get new units delivered as fast as possible. They have our money, we deserve it!

While I agree with you Sweetwater should act fast to make it right I guess I come from a different era where we gave a business a chance to make it right prior to posting on a web board read by thousands. Yes they should have caught the request for no rack handles but do you really expect each unit to be taken out of the box and inspected for defect prior to shipment.

[tubaman]

I'm complaining bad luck that's all. I had listened to the DAC1 USB that works and it is great piece of equipment. And the 5-yr extended warranty. Now I realize my OP looks like more like an accusation than whining. I just couldn't believe the lousy luck! (OK, and that rep, too, for not replying my email after sending a "we're at your service kind of email," and telling me like I don't know rack mount is "removable." But the tech service guy was great.)

By the way, I'm glad most are getting great services. I didn't - not this time anyway. This was my first time. Ouch.

[jp11801]

Originally Posted by tubaman

I'm complaining bad luck that's all. I had listened to the DAC1 USB that works and it is great piece of equipment. And the 5-yr extended warranty. Now I realize my OP looks like more like an accusation than whining. I just couldn't believe the lousy luck! (OK, and that rep, too, for not replying my email after sending a "we're at your service kind of email," and telling me like I don't know rack mount is "removable." But the tech service guy was great.)

By the way, I'm glad most are getting great services. I didn't - not this time anyway.

sorry to hear about this snafu it totally sucks when this happens I had a $4000 dac arrive with a broken ps then the replacement did not arrive when it was supposed to (fedex mistake) then the one channel was out of phase, all from a great company that is extremely well regarded but mistakes happen. I got taken care of and I am sure you will.

[tubaman]

Originally Posted by jp11801

While I agree with you Sweetwater should act fast to make it right I guess I come from a different era where we gave a business a chance to make it right prior to posting on a web board read by thousands. Yes they should have caught the request for no rack handles but do you really expect each unit to be taken out of the box and inspected for defect prior to shipment.

I do, actually (the rack mount). But I agree, not check for defect as it's very unlikely, something like this.

[Penchum]

Originally Posted by jp11801

While I agree with you Sweetwater should act fast to make it right I guess I come from a different era where we gave a business a chance to make it right prior to posting on a web board read by thousands. Yes they should have caught the request for no rack handles but do you really expect each unit to be taken out of the box and inspected for defect prior to shipment.

Originally Posted by tubaman

I'm complaining bad luck that's all. I had listened to the DAC1 USB that works and it is great piece of equipment. And the 5-yr extended warranty. Now I realize my OP looks like more like an accusation than whining. I just couldn't believe the lousy luck! (OK, and that rep, too, for not replying my email after sending a "we're at your service kind of email," and telling me like I don't know rack mount is "removable." But the tech service guy was great.)

By the way, I'm glad most are getting great services. I didn't - not this time anyway. This was my first time. Ouch.

jp11801,

I have not witnessed one HeadFi'er holding back before posting about a problem they have had with a re-seller. It is always "I just received my...and it doesn't work, or is broke, or whatever." I know you've seen this too, we just don't think about it very much.

I don't think any re-seller is going to spend the people hours necessary to do (open and test) that kind of QC work on items they re-sell. The "flag" to their customer service folks, is the multiple things wrong flag. This should get them up and moving to make up for the trouble. Every re-seller on the web is operating in the same environment, so today bad new happens to Sweetwater, tomorrow, it's Target or Sennheiser and so on. It doesn't give them the "out of sight and one week away" protection they used to enjoy. It is an environment where customer service will make or break you.

Another way of looking at this is: What if you were going to buy a Benchmark DAC1 in the morning and had never purchased from Sweetwater before, but you like their site and price. Knowing what you know now, would you want to purchase from them just now, or maybe someone else instead? At the very least, it makes you think twice before placing the order. In the end, that's a good thing for customers.

Tubaman,
Just as places like Sweetwater get good reps from happy customers daily, they have to take their lumps too! If it truly was a bad luck thing, then no one else will be posting about a bad experience with them. If a couple more pop up soon, then the trend has been found out, and you will have (hopefully) saved someone else from a similar bad experience. I sure do like that warranty though! Not many will do that!

The thing that I don't understand, is how in the heck did you get 2 bad units in the same order? I thought Benchmark was totally on the up and up with quality? QC problems start to show themselves with this kind of thing! The math is not in their favor at all. I really hope it is just a "SNAFU".

[Riboge]

I suppose what jp11801 says about internet resellers is so: that they cannot be expected to open and check every item they ship. If so, this is a clear difference between them and a storefront dealer. Most reputable dealers will not let anything out the door that has not been checked in this way (and perhaps more). Sometimes you have to pay more as a result, but by no means always. (I'm not one, but just recently discussed this very issue with one).