yic42
New Head-Fier
- Joined
- Aug 26, 2015
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Hello everyone,
I am new to the forums, and was hoping to hear some advice on an issue. I will also start this thread as a benefit for others, so that we can all learn from shared experiences.
Earlier this year I purchased the Sennheiser HD-600, and wanted to pair them with a nice amp. After reading positive reviews, I decided to go with the Audio-gd NFB-15. I received the unit back in February, and overall was happy with my purchase. The sound is crisp and loud, and with the RCA output, the unit is a very good value. However, recently I experienced a problem with my NFB-15 whereby the sound output all of sudden disappeared from the left channel and has not returned, even after repeated power cycling.
On August 23, I emailed Audio-gd to explain the problem. Kingwa, the technical leader of Audio-gd, was very responsive, and suggested that I check the channel balance setting on my computer. He also suggested that I check the unit using another computer. So I double checked my balance setting (of course that wasn't the problem), and then I tried installing the USB drivers on another computer and connected the unit with that computer. But the problem was still there. When I responded with my findings and asked for more advice on how to proceed, Grace responded by telling me to ship the unit back to them.
I have never dealt with product support from a Chinese company before, and so I then asked a few basic questions, like should I purchase insurance or tracking; after all, this was a $300+ investment that I was about to ship overseas. Kingwa's response was less than encouraging; rather than answer my questions regarding the tracking and insurance, he simply stated that I should use the cheapest shipping option possible, because I would be responsible for the shipping costs if they cannot verify the problem.
Now of course I understand that every company must protect itself from false claims, but must it come at the expense of honest customers? By warning me that I may still be responsible for shipping costs if they cannot verify the problem, Kingwa is essentially calling me a liar; after all, I have already stated that I truly am experiencing the problem. Furthermore, I am now left fearing that if I send the unit back to them, they may declare the unit faultless, if for whatever reasons the problem goes away on its own (see thread entitled "My Horrible Audio-GD Experience" by LondonHiFier).
I will update this thread as the situation develops. So far I have asked Kingwa if we can hold a skype session, where I can demonstrate the problem to him so that he will believe me. The absolute last thing I need is to end up in some sort of aggravating dispute, wasting more of my time and money.
I am new to the forums, and was hoping to hear some advice on an issue. I will also start this thread as a benefit for others, so that we can all learn from shared experiences.
Earlier this year I purchased the Sennheiser HD-600, and wanted to pair them with a nice amp. After reading positive reviews, I decided to go with the Audio-gd NFB-15. I received the unit back in February, and overall was happy with my purchase. The sound is crisp and loud, and with the RCA output, the unit is a very good value. However, recently I experienced a problem with my NFB-15 whereby the sound output all of sudden disappeared from the left channel and has not returned, even after repeated power cycling.
On August 23, I emailed Audio-gd to explain the problem. Kingwa, the technical leader of Audio-gd, was very responsive, and suggested that I check the channel balance setting on my computer. He also suggested that I check the unit using another computer. So I double checked my balance setting (of course that wasn't the problem), and then I tried installing the USB drivers on another computer and connected the unit with that computer. But the problem was still there. When I responded with my findings and asked for more advice on how to proceed, Grace responded by telling me to ship the unit back to them.
I have never dealt with product support from a Chinese company before, and so I then asked a few basic questions, like should I purchase insurance or tracking; after all, this was a $300+ investment that I was about to ship overseas. Kingwa's response was less than encouraging; rather than answer my questions regarding the tracking and insurance, he simply stated that I should use the cheapest shipping option possible, because I would be responsible for the shipping costs if they cannot verify the problem.
Now of course I understand that every company must protect itself from false claims, but must it come at the expense of honest customers? By warning me that I may still be responsible for shipping costs if they cannot verify the problem, Kingwa is essentially calling me a liar; after all, I have already stated that I truly am experiencing the problem. Furthermore, I am now left fearing that if I send the unit back to them, they may declare the unit faultless, if for whatever reasons the problem goes away on its own (see thread entitled "My Horrible Audio-GD Experience" by LondonHiFier).
I will update this thread as the situation develops. So far I have asked Kingwa if we can hold a skype session, where I can demonstrate the problem to him so that he will believe me. The absolute last thing I need is to end up in some sort of aggravating dispute, wasting more of my time and money.