I just wanted to take the time to recognize John Seaber and JDS Labs for some of the absolute best customer service I've ever had. There were a couple minor issues with my order, but John has done pretty much every single thing possible to resolve them. My incident likely involved a lot of bad luck, but JDS Labs stood behind their products each and every time, which was just, awesome to say the least!
Sometime in January or February - I forget, I originally ordered the O2 and ODAC from JDS Labs (both black), but specified that I wanted the 1x/2.5x gain for the O2. For some reason my message in the checkout was cut off and I received the default 2.5x/6.5x gain version, and I realized that once I started using some of my more sensitive headphones at low volumes, where I was getting channel imbalance. I also noticed that the ODAC casing was also a bit scuffed up.
Sent off an email to JDS Labs and got a very prompt reply within a few minutes, John sent me a PDF on how to modify the amplifier to get the 1x gain and also offered to cross ship a second amp - I wasn't comfortable with modifying the amp so John promptly sent out another O2 with the custom gains of 1x low and 2.5x high. Furthermore, John also sent out another ODAC casing in the meantime as well, as they apparently had a bad batch - they were probably really busy with their new C5 amplifier coming out at the time so I'd imagine meticulously checking out every single casing would have not been practical and probably would have resulted in a tonne of delayed orders for them. They even let me hang onto the original O2 unit until I received the new one prior to sending it back!
A couple weeks later I got the second O2 unit, this one had the 1x/2.5x gain which was great, except that the board inside was sliding around and making a knocking sound almost, might have been a bad casing or probably possible shipping damage. The amp still worked but I was concerned with the board sliding around. A small cosmetic issue I brought up was that the volume pot was sticking out more than the first unit and was not as flush to the case. The second ODAC casing was still a bit scuffed up. Sent another email to John, and got a prompt reply as always, and John offered to cover the return shipping cost for them to fix the issue with the O2 board sliding around in the casing and also to adjust the volume pot. Also, John reassured me that they will send out a new ODAC casing once they get a good batch in.
To my luck, there was a massive snow storm at that time (yay Canada!) and again, John was very accommodating and surprisingly, cross shipped a third (!!!) O2 and told me to send the first two back at my convenience, and on top of that, JDS Labs also reimbursed me for the return shipping! I sent out the first two O2's a day or two after I received the tracking number for the third O2, and just received it a few weeks ago - it is precisely what I wanted, with the custom gain settings, absolutely no movement of the board inside the case, and the volume pot is nearly flush with the casing! I am currently just waiting for a better batch of ODAC casings from JDS Labs.
Overall, JDS Labs has proven to have some of the very best customer service in ANY industry, with extremely prompt email replies, a very customer first attitude, and will absolutely stand behind their products!!! I would not hesitate to recommend JDS Labs as I have complete confidence that they will be able to iron out any issues promptly and look forward to purchasing more products from them in the future!!! Cheers to John and JDS Labs!!!