Related to John Siau's post below, I just wanted to share an extremely positive recent customer service experience I received from Benchmark. I started having intermittent audio from the right XLR balanced output on my nearly five year old DAC1-USB (purchased directly from Benchmark in 2007, shortly after it was released). I've been using it daily for almost five years and that's the first problem I experienced -- luckily, it occurred just within the (very generous) five year Benchmark warranty period. I called the number John listed below, and immediately Elias answered the phone (after reading his unbelievably useful posts in multiple head-fi threads, I was very pleasantly surprised that it was Elias on the other end of the line). Without any hassle at all I received an RMA and shipped my DAC1-USB to Benchmark in Syracuse, NY (from Washington, DC it cost less than $15). It arrived at Benchmark just a few days after Christmas, and they turned it around and shipped it back to me the same day they received it! Several days later I had a perfectly functioning unit again. Even more impressive (to me, at least), rather than poking and prodding and re-soldering my five year old unit, they simply swapped out the entire board for a brand new one. As far as I'm concerned, five years later I've now got a virtually brand new DAC1-USB, and with virtually zero hassle.
Everything about my experience with Benchmark -- the quality of their products, their outstandingly helpful and credible contributions to threads on various forums, the clear and objectively verifiable specifications they publish with every product, and their warranty support service -- has been outstanding. Plunking down a large sum of money on a product that you use daily, like the DAC1, feels to me a little like tying yourself to the company as well as the product. I honestly can't think of a better company to hitch yourself to than Benchmark.
[Disclaimer: I have absolutely no relationship with Benchmark other than as a customer of a single DAC1-USB in 2007, and I have no ax to grind with any of their competitors. I'm just extremely impressed and want to recognize their exceptional business.]
Originally Posted by jsiau
Your DAC1 HDR should still be under waranty. Please call us at 1 800 262 4675 to request an RMA for service at our factory in Syracuse, NY. If your unit is out of waranty, there will be a flat-rate $50 charge for the repair plus the cost of shipping the unit back to you. Repair will include calibration, and a software update (if required) at no additional charge. Most repairs are completed within 24-hours.
Always feel free to call us at 1 800 262 4675 (9AM to 5PM New York time) if you ever have technical questions about your Bencmark products. We have people available to talk with you. They will be happy to answer questions about interfacing to other products, and will help you get the most out of your product.
Benchmark Media Systems, Inc.