[TSAVJason]

When my Utopia needed service, my dealer was super helpful and we got the problem (weird creaking sounds) addressed by Focal and a new pair sent to me within 3 weeks. So it's a dealer issue, not Focal.

That’s good to hear!

 

[TSAVJason]

I own the utopia but I HIGHLY recommend that anyone concerned about customer service buy an Audeze product...my experience with them has been nothing short of unbelievable, they literally cant do enough for you....all should be that way

They’ve had a few issues too (Audeze) but they definitely back their gear well. To be fair Audeze isn’t as big as Focal but again I am not defending Focal in the service department. It’s very obvious there are some countries that have dealers/distributors that expect the customer to be patient and wait for Focal to take care of service rather than take care of it themselves.

 

[jlbrach]

all products have issues but my point is simply that with audeze you pick up the phone...tell them your problem...they are immediately pleasant and helpful with no questions asked and that includes used gear..the way it should be...my experiences with audeze have been the best i have had with any high end product period

 

[pataburd]

Focal will send a brand new replacement pair. Initially, a driver stopped working, then they installed a new pair of matched drivers, but I still heard a channel imbalance [with the left channel's sound field slightly muted/collapsed]. Just returned the defective pair.

Can't wait to hear the new pair with everything in equilibrium. The Utopia are peerless to my ears.

Meanwhile, I am "making due" with the Focal Clear with UPOCC silver recable, a great combination, but no match for the Utopia.

 

[RustyGates]

I only recently bought my Utopia's (end of last year), so all the problems Focal had with early production batches have been sorted, but prior to my Utopia's I had the Clear which was from an initial production batch of which the drivers started to crackle after about 100 hrs of use, however, Focal managed to replace my unit in about a month, and I live in Australia, so a month is relatively quick.

 

[FocalOfficial]

Dear all,


We read your numerous messages on this Utopia thread about issues with your headphones or with our distribution network and we are really sorry for that. First of all, please keep in mind that we at Focal really do care about our customers, whatever the products they own. Focal wants to offer the best customer support as possible, which is why I regularly post on Head-Fi.

We work with a distribution network across the world. Our distributors embody Focal brand on each country and are in charge of all local requests. This is why every request sent via the Focal website contact form is sent to the distributor in charge of the country concerned. Unfortunately, there may be some inequalities in the treatment of these requests by the distributors from one country to another. We do regret that but be sure we encourage our distribution network to provide you the best customer support/service as possible.

This is why if you have any issue with your Utopia headphones and in order to find the best solution, from now, I invite you to contact me via private message with as many details as possible (contact details, S/N, invoice, etc.). I, on behalf of Focal company, will take care of each and every request in collaboration with the local distributor and the Sales Team.
Regarding PhenixS1970 issue, our Sales Team is on it and we exchange several messages everyday. This is actually a dealer issue, and a solution will be found soon.


I stay at your disposal if you have any questions,

Kind regards
Marine, Community Manager Focal

 

[marcussmj]

Dear all,


Unfortunately, there may be some inequalities in the treatment of these requests by the distributors from one country to another. We do regret that but be sure we encourage our distribution network to provide you the best customer support/service as possible.

You are aware of the inequalities present but what are you guys actually doing about it? For example, in Malaysia, the warranty is only a year while Singapore has 2 years yet when we compare the prices it actually cost more to buy from a local dealer. The "customer service and support" are not as good as the NA region but we pay a higher price. So can we get 1/5th of US retail and 1/2 of SG retail then? So much for the encouragement for your distributors and dealers to do good. As a former owner of a Utopia (1 year warranty) and then downgrading to the Elex (which has massdrop warranty policy of 2 years), I am unlikely to buy another Focal product again because of how this is being dealt with.

 

[franz12]

After using the utopia for a week, I feel like I could see why so many people love this headphone, while the others hate it at the same time.
It has outstanding clarity competition has yet to catch up. But its metallic sheen is still annoying quite often.

 

[AmusedToD]

After using the utopia for a week, I feel like I could see why so many people love this headphone, while the others hate it at the same time.
It has outstanding clarity competition has yet to catch up. But its metallic sheen is still annoying quite often.

The sharp “sheen” you are talking about will go away, it’s too early. Keep burning them in. Consider a warmish DAC/amp and a good cable and you won’t need anything else.

 

[franz12]

The sharp “sheen” you are talking about will go away, it’s too early. Keep burning them in. Consider a warmish DAC/amp and a good cable and you won’t need anything else.

You are right. I will keep brainwashing myself. It takes some time for my ears to adjust. I usually keep listening one at least a month, if not 2-3 months.

 

[koven]

You are right. I will keep brainwashing myself. It takes some time for my ears to adjust. I usually keep listening one at least a month, if not 2-3 months.

You have to at least wait until the return period ends, that is the maximum burn-in inflection point.

 

[AmusedToD]

In my case the Utopia settled in nicely, whereas the Sony EX1000 still sounds razor sharp in the treble compared to the Utopia. Got them both brand new in November 2018.

 

[up late]

After using the utopia for a week, I feel like I could see why so many people love this headphone, while the others hate it at the same time.
It has outstanding clarity competition has yet to catch up. But its metallic sheen is still annoying quite often.

i have never noticed a "metallic sheen" coming from any utopia that i've heard. i wouldn't have bought one if i had.

 

[up late]

You are right. I will keep brainwashing myself. It takes some time for my ears to adjust. I usually keep listening one at least a month, if not 2-3 months.

how long does it take before you can begin to enjoy your headphone listening?

 

[pataburd]

Raw, right out of the box, the Utopia sounded matchless to my ears, quantum notches up from the Clear [which I very much still enjoy].

The Utopia are perhaps the most candid and revealing dynamic headphones I have ever clamped on my head: a pristine sonic lens into everything--and I mean everything--upstream of them.

Yet, aside from their technical superiority, the Utopia emerge ultimately and refreshingly musical.

All I seek now is an amplifier that is up the Utopian task . . .