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Broken amp, bad customer service

A Review On: Schiit Lyr

Schiit Lyr

Rated # 29 in Desktop Amps
See all 8 reviews
Review Details:
Audio Quality
Design
Quality
Value
Purchased on:
Price paid: $450.00
TranceDude
Posted · 1716 Views · 4 Comments

Pros: It sounded very good when it was working

Cons: Crackling sound, pink noise

I'd like to share my experience with the Schiit Lyr. I decided to order one last December. I paid 450$ for the unit + 60$ for EU shipping + 150$ for import charges. This was the maximum acceptable cost for me and I was fine with it, at least I knew I will be getting something great, that will serve me for years and with many headphones. Oh man was I wrong...

 

After 3 weeks I finally got my unit, it had beautiful black finish, with stock tubes I was very much looking forward to using. I set it up and plugged in my headphones to enjoy some music. I pretty much instantly noticed something was wrong with the sound. Every 30s or so there was slight crackling/ electrical sound coming from the right channel. This was driving me crazy, the amp was impossible to listen to. I wanted to check what the problem was, so I tried different headphones, different plugs, sources, I swapped the tubes, I even took it to the bathroom in case it was an electrical disturbance. None of it helped, the problem was the amp so I had to contact Schiit about it.

 

They accepted my amp for a repair, but I had to pay for the shipping... After a couple of weeks they received my unit and repaired it very quickly. They did not want to say what was wrong and they already shipped it back (on their expense). 3 weeks later I got the repaired amp back. While putting the tubes together I noticed one of them looking very used, it was in bad condition. While inserting said tube there was a *crack*- the tube broke. I contacted Schiit about this and received the only positive experience in this mess - they apologized and sent me a replacement tube free of charge.

 

It took 3 more weeks for the tube to finally reach me, I could now finally test the repaired amp. Unfortunately, the amp was not repaired at all, if anything it was worse. Sure, the original crackle was a bit less noticeable but there was a considerable amount of pink noise present at all times. I contacted Schiit about it asking for an explanation and a possible money-back. They accepted the money-back offer and added: "If you want to go that way," Yeah, as if I had a choice...

 

So, couple of weeks after shipping the amp back, at my own cost, I contacted them asking if they received the unit. Turns out they did and they sent me my refund shortly after. A bit weird that they just happened to notice it after I contacted them, but whatever, at least I got my 450$ back.

 

All in all, I lost 2 months and 24 days of not having a working product I ordered. I also lost 330$ in shipping and import cost.

 

This is by far the worst experience I've had with any company ever and if you're deciding between Schiit and something else maybe go for that something else. Sometimes, Schiit is just exactly what it sounds like.

4 Comments:

Wow, that's a bit harsh review. Sorry to hear your troubles. Indeed buying Schiit product in Eu could be easier, if you contacted one of their distributors in this region so you don't have to pay a lot of shipping etc.
I'm sorry you had a bad experience. Please contact alex@schiit.com and we will refund your shipping costs. Import duties you should be able to claim back, as you no longer have the product.
 
I remember Nick working on a black Lyr (there aren't too many of them), but I don't remember what was wrong with it, if anything. If it's an intermittent problem, it can sometimes simply be RF interference from a cellphone, which we usually can't replicate. If it's hiss, it could be bad tubes, or simply efficient headphones revealing the noise floor of the Lyr. What headphones were you using with it? Lyr simply isn't suitable for highly efficient headphones, I'm afraid.
That's unfortunate, but as much as I love Schiit people do need to hear about the things they do wrong. It a company's job to ensure quality control and have good customer service, but luckily (unluckily for you) these kinds of things aren't very common. But yeah, I'd be upset too so your review is pretty understandable. Let's hope this doesn't happen to anyone else again.
Thanks to Schiit for refunding my shipping costs.
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