[emrelights1973]

Yes in that case i trusted to your brand and you guys) and with a excellent service by your side correcting the mistake, I did not check kimber site if you Are authorised or not actually

 

[TSAVJason]

Yes in that case i trusted to your brand and you guys) and with a excellent service by your side correcting the mistake, I did not check kimber site if you Are authorised or not actually

I would suggest that if anyone wants to mitigate the risk that it’s a very wise choice to be sure you’re buying from an authorized dealer.

It is well known that TSAV would never participate in any sale that would jeopardize the end user.

 

[montanari]

what about if I bought from an authorizhed dealer , as per list of last year, and now he s not in the list anymore?
FYI if somebody can address me my SN is A1BEHG002193

 

[TSAVJason]

what about if I bought from an authorizhed dealer , as per list of last year, and now he s not in the list anymore?
FYI if somebody can address me my SN is A1BEHG002193

If the dealer was authorized when you bought it and you have the sales receipt you are good on warranty.

 

[jwbrent]

what about if I bought from an authorizhed dealer , as per list of last year, and now he s not in the list anymore?
FYI if somebody can address me my SN is A1BEHG002193

My understanding has always been that at the time of purchase, if your dealer is an authorized reseller of a brand of product, then your warranty is honored even if your dealer no longer sells the product when in need of service.

 

[montanari]

good
yes I have the receipt, what abou if I move country and now I m back in Europe?
Do you think I can handle directly to Focal if something goes wrong?
honestly hope not to deal with anybody

 

[TSAVAlan]

good
yes I have the receipt, what abou if I move country and now I m back in Europe?
Do you think I can handle directly to Focal if something goes wrong?
honestly hope not to deal with anybody

As long as you have your receipt, you are as good as gold.

 

[PhenixS1970]

Hi All. I reported a few weeks back that I suspected a driver imbalance with my brand new Utopia. I let these burn in for about 30h but the issue persisted so I sent these back to my Netherlands dealer to check. He confirmed my findings and as requested by the NL Focal distributor they were sent out to a repair centre for measurements. All this took 6 ! weeks as today I finally received an update. Driver issue has been confirmed and the repaire centre is waiting for new drivers. Can’t believe this poor level of quality control and customer care. It’s a brand new 4K headphone after all. If I had known in advance I would have spent my EUR on another TOTL headphone.

Edit: just received an update from my dealer. He’s going to ensure I’ll get a brand new one (probably this week). His support and service has been outstanding (happy to share his contacts via PM to anyone in the BE/NL region).

 

[TSAVJason]

Hi All. I reported a few weeks back that I suspected a driver imbalance with my brand new Utopia. I let these burn in for about 30h but the issue persisted so I sent these back to my Netherlands dealer to check. He confirmed my findings and as requested by the NL Focal distributor they were sent out to a repair centre for measurements. All this took 6 ! weeks as today I finally received an update. Driver issue has been confirmed and the repaire centre is waiting for new drivers. Can’t believe this poor level of quality control and customer care. It’s a brand new 4K headphone after all. If I had known in advance I would have spent my EUR on another TOTL headphone.

That’s unfortunate that it’s taking so long just to confirm something as easy to identify as a driver imbalance. I agree you should anticipate a perfect unit at the onset however sometimes things like that happens. The duration however seems more a shipping and standard process of service delay. At least you know that duration is not a focal issue.

 

[meomap]

Hi All. I reported a few weeks back that I suspected a driver imbalance with my brand new Utopia. I let these burn in for about 30h but the issue persisted so I sent these back to my Netherlands dealer to check. He confirmed my findings and as requested by the NL Focal distributor they were sent out to a repair centre for measurements. All this took 6 ! weeks as today I finally received an update. Driver issue has been confirmed and the repaire centre is waiting for new drivers. Can’t believe this poor level of quality control and customer care. It’s a brand new 4K headphone after all. If I had known in advance I would have spent my EUR on another TOTL headphone.

Edit: just received an update from my dealer. He’s going to ensure I’ll get a brand new one (probably this week). His support and service has been outstanding (happy to share his contacts via PM to anyone in the BE/NL region).

6 weeks of waiting? Now, it's a update on driver failure confirmation?
What a joke even from your dealer?

 

[montanari]

Excuse me guys
Look what focal official were writing january 2017..2years ago
https://www.head-fi.org/threads/foc...-with-measurements-head-fi-tv.811270/page-269
Something wrong here

 

[PhenixS1970]

6 weeks of waiting? Now, it's a update on driver failure confirmation?
What a joke even from your dealer?

Initially a representative from the distributor was supposed to visit the dealer for testing. That didn’t happen within two weeks and the U was sent to a repair centre for diagnostics in week three. Due to the holiday season ‘some’ delay was to be expected but obviously I was not happy at all. Time to look ahead now and hopefully the new U arrives shortly.

 

[jlbrach]

I am a fan of my Utopia but Focals warranty situation is unacceptable....I got off the phone earlier with Audeze over an issue with my HP and they couldnt be nicer and the situation was handled without a hint of issue...I have had similar experiences in the past with Audeze with used equipment..same easy and pleasant experience never an issue of any kind...I am not comparing Utopia with LCD-4 here or making subjective judgment about the HP's....only speaking of Audezes customer service which is second to none and should be emulated by all vendors....just my 2 cents......since all of the TOTL HP's are outstanding customer service becomes for me a deal breaker...

 

[TSAVJason]

I am a fan of my Utopia but Focals warranty situation is unacceptable....I got off the phone earlier with Audeze over an issue with my HP and they couldnt be nicer and the situation was handled without a hint of issue...I have had similar experiences in the past with Audeze with used equipment..same easy and pleasant experience never an issue of any kind...I am not comparing Utopia with LCD-4 here or making subjective judgment about the HP's....only speaking of Audezes customer service which is second to none and should be emulated by all vendors....just my 2 cents......since all of the TOTL HP's are outstanding customer service becomes for me a deal breaker...

I agree they are good people. However Focal elected to go the dealer model while Audeze uses a factory direct model with only a few dealers. The down side to both is many of those dealers ....let’s just say don’t deliver when you need them to deliver. And I’m not referring to shipping

 

[tomatoshoe]

I am a fan of my Utopia but Focals warranty situation is unacceptable....

My thoughts exactly... I love these Utopia headphones to death, but Focal's warranty experience was far from pleasant.

REMOVED

EDIT: So Taron from Headphones.com reached out to me regarding the creaking headband and the Focal warranty experience. He's definitely making everything better.

If you have any issues with Focal warranty, try reaching out to your dealer first. They gave me a return shipping label to ship this one back to them and they're sending me a new one!