Bad Experience with Roksan Customer Support and product quality

[marc.x.baumann]

I had a bad experience with a Roksan CD Player. It skipped. I had it sent to Roksan with the warranty period. It started skipping again after 2 months - but the warrenty period was over. I found out that you can manipulate the laser in a way to delay its demise. I tried to contact the support, the reaction was rude.

Since I am documentary filmmaker I want to make a film about Roksans support - and product quality. I talked to a couple of hifi repair companies. They say Roksan product tend to break quickly and spare parts are hard to get and overpriced.

Did any of you guys had similar experiences?

 

[Al ears]

I had a bad experience with a Roksan CD Player. It skipped. I had it sent to Roksan with the warranty period. It started skipping again after 2 months - but the warrenty period was over. I found out that you can manipulate the laser in a way to delay its demise. I tried to contact the support, the reaction was rude.

Since I am documentary filmmaker I want to make a film about Roksans support - and product quality. I talked to a couple of hifi repair companies. They say Roksan product tend to break quickly and spare parts are hard to get and overpriced.

Did any of you guys had similar experiences?

No. I would suggest you are unique.

It is however not unusual to see first time posters slagging off well respected manufacturers.

P.S.: I do not work for Roksan.

 

[stevee1966]

I had a bad experience with a Roksan CD Player. It skipped. I had it sent to Roksan with the warranty period. It started skipping again after 2 months - but the warrenty period was over. I found out that you can manipulate the laser in a way to delay its demise. I tried to contact the support, the reaction was rude.

Since I am documentary filmmaker I want to make a film about Roksans support - and product quality. I talked to a couple of hifi repair companies. They say Roksan product tend to break quickly and spare parts are hard to get and overpriced.

Did any of you guys had similar experiences?

?

?

?

 

Had no problems with my amp or cd player.

 

[radiorog]

I've had one faulty amp that was replaced by roksan through my dealer. No problems.

 

[ChrisIRL]

Purchased a new Kandy K2 amp which blew an internal fuse after a few days. Mirrored front panel was scratched too even though removable protective plastic film over it was undamaged.

Swapped it out for a Kandy K2 BT. Transformer buzzed, could hear it clearly from 8 feet away. Turning on main power switch under front side of amp would cause house circuit breaker to trip 5 times out of 10. Eventually gave up and returned it. Never dealt with customer service, the dealer looked after me well. Sounded good though.

Rega reliability also called into question often on forums. My Brio-r and current Elex-r never had any issues, not a buzz or a hum to be heard and built like tanks. I'm sure there are plenty of happy Roksan owners out there too.

 

[radiorog]

Purchased a new Kandy K2 amp which blew an internal fuse after a few days. Mirrored front panel was scratched too even though removable protective plastic film over it was undamaged.

Swapped it out for a Kandy K2 BT. Transformer buzzed, could hear it clearly from 8 feet away. Turning on main power switch under front side of amp would cause house circuit breaker to trip 5 times out of 10. Eventually gave up and returned it. Never dealt with customer service, the dealer looked after me well. Sounded good though.

Rega reliability also called into question often on forums. My Brio-r and current Elex-r never had any issues, not a buzz or a hum to be heard and built like tanks. I'm sure there are plenty of happy Roksan owners out there too.

The k3 I had that went faulty also had a loud transformer, was very relieved when the new one didn't. I did go through about 4 k2bts which all had varying/different components (mostly the transformers) which made each one sound different, very noticeably, though roksan denied that any changes would effect sound. I found it strange how they could even sell all these differently sounding products as the same item, they should have all had slightly different model numbers, the sound difference was that apparent. But I'm happy now, but maybe that's more due to luck and my persistence.

Also had issues with rega brio r's.

On the plus side, both manufacturers did have good customer service and resolved the issues. Also audio affair were very helpful in accepting many returns.

 

[Andrewjvt]

My old k2 amp made a terrible high frequency noise through one speaker of switched off with volume not turned down and also the cd player would skip discs and sometimes not read. Never fixed them but sold them on.

As far as customer service i found them to be quiet helpfull.

 

[bigboss]

I found out that you can manipulate the laser in a way to delay its demise.

How?

 

[bigboss]

Also check this:

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

 

[drummerman]

Purchased a new Kandy K2 amp which blew an internal fuse after a few days. Mirrored front panel was scratched too even though removable protective plastic film over it was undamaged.

Swapped it out for a Kandy K2 BT. Transformer buzzed, could hear it clearly from 8 feet away. Turning on main power switch under front side of amp would cause house circuit breaker to trip 5 times out of 10. Eventually gave up and returned it. Never dealt with customer service, the dealer looked after me well. Sounded good though.

Rega reliability also called into question often on forums. My Brio-r and current Elex-r never had any issues, not a buzz or a hum to be heard and built like tanks. I'm sure there are plenty of happy Roksan owners out there too.

The k3 I had that went faulty also had a loud transformer, was very relieved when the new one didn't. I did go through about 4 k2bts which all had varying/different components (mostly the transformers) which made each one sound different, very noticeably, though roksan denied that any changes would effect sound. I found it strange how they could even sell all these differently sounding products as the same item, they should have all had slightly different model numbers, the sound difference was that apparent. But I'm happy now, but maybe that's more due to luck and my persistence.

Also had issues with rega brio r's.

On the plus side, both manufacturers did have good customer service and resolved the issues. Also audio affair were very helpful in accepting many returns.

What, Cyrus not even mentioned in this thread?

Your comments throw an interesting subject up though. I would assume most manufacturers develop/improve their products as they go along and whilst available to buy. To what an extent?

Almost worth a new topic.

 

[matthewpiano]

When I had a Kandy K2 CDS the display went faulty after about 6 months, but Creative Audio organised a repair with Roksan, and the manufacturer carried it out very quickly and got the player back to me without delay. Very good service.

 

[Jota180]

I've not owned enough bits of hifi kit over 30 years to offer any statistically reliable view. I had a Rotel CD player that lasted nearly 20 years and then a NAD that lasted about 2. But I'm sure the opposite is true for someone.

 

[hybridauth_Facebook_664715932]

I have never had any issues with my boxes. I have used a MF amp , a marantz and a technics cdp for almost 20 years.

 

[philpot1001]

I have to say, the volume of posts ive seen about build quality issues, from Arcam, Cyrus, Roksan etc have all deterred me from making the leap to new upgrades. Im still running my Denon and Missions nearly 20 years after purchase, not a hint of any issues. I did buy a new Marantz CD player a year ago, and its been great, so i am erring towards Marantz amp if i jump.

 

[Blacksabbath25]

I have to say, the volume of posts ive seen about build quality issues, from Arcam, Cyrus, Roksan etc have all deterred me from making the leap to new upgrades. Im still running my Denon and Missions nearly 20 years after purchase, not a hint of any issues. I did buy a new Marantz CD player a year ago, and its been great, so i am erring towards Marantz amp if i jump.

i do not blame you i looked at roksan k3 , k2 they just did not do anything for me and the arcam a19 that most people liked sounded flat and lifeless i got the marantz pm8005 new for £600 and i think it sounds miles better then the k3 which i think it sells for around £1200 that's double what the marantz cost to buy . your better of getting the marantz and with the money you save get some really good speakers then spend £1200 on roksan k3 but lets put it this way if did buy a k3 and it went wrong only after 2 months i would be gutted

 

[MajorFubar]

Your comments throw an interesting subject up though. I would assume most manufacturers develop/improve their products as they go along and whilst available to buy. To what an extent?

Almost worth a new topic.

Already raised a few days ago http://www.whathifi.com/forum/hi-fi/product-improvements
Sorry I can't add a hyperlink from my current computer (at work)

 

[drummerman]

Your comments throw an interesting subject up though. I would assume most manufacturers develop/improve their products as they go along and whilst available to buy. To what an extent?

Almost worth a new topic.

Already raised a few days ago http://www.whathifi.com/forum/hi-fi/product-improvements Sorry I can't add a hyperlink from my current computer (at work)

... by my good self

 

[Al ears]

Your comments throw an interesting subject up though. I would assume most manufacturers develop/improve their products as they go along and whilst available to buy. To what an extent?

Almost worth a new topic.

Already raised a few days ago http://www.whathifi.com/forum/hi-fi/product-improvements Sorry I can't add a hyperlink from my current computer (at work)

... by my good self

Well spotted Major

Surfing whilst at work, whatever next?

 

[bigboss]

It's been almost 2 days and the OP isn't back yet, after posting potentially libellous stuff.

 

[Al ears]

It's been almost 2 days and the OP isn't back yet, after posting potentially libellous stuff.

Must be a troll.

I am not saying problems dondon't occur but to come on here and with your very first post slang off a manufacturer then disappear is not really good form.

'potentially libellous'?, possibly but I would like him to back it up with some facts. Who were these hifi repairers he refers to for one, who exactly did he talk to in Roksan for another.

 

[NSA_watch_my_toilet]

Dear MarcXBaumann,

The things you have experienced could happen to every brand of every quality standard, and, in fact, it happens quite often. Problems with the transport and the laser units is one of those "CD things".

For me, it's not a problem that it occurs. The problem is the way some brands deal with it. Some are serious and will offer a quality servicing for free, or on the long time, some other brands disapppear after they receive your money for your new product.

For example, i see quite often some threads about faulty Naim products. But, at the other hand, they are taking back their gear and repair it, and in the great majority, successfully. At the other way, I had some Tom Evans gear that needed around 1 years of intense harrassment of the creator for beeing repaired and functionning properly, and even during this time, the way they dealed with this problem was not professionnal.

Other example, in Germany, we have a brand called Restek that you can say of it : "if they made it, they will be able to repair it". Even 30 years gear could be sent and repaired as new. It's great for that. At the other way, I already encountered peoples with some 3 years italian gear that couldn't make it repaired because "the transport wasn't produced anymore and they have no stock left". For a 3'000$ CD player, this is not serious at all.

Off topic :

I would be prudent guys with throwing a stone at the topic opener. It's really human to be upsetted about the lack of service of a brand you spend high amount of money into. And it's although human to open threads on some forums you are normally not involved with to try to warn other peoples, or simply, make air to your frustrations. I had exactly the same with my recent Mitsubishi car that really felt apart after 100'000 km. You are growing more and more frustrated when this "not cheap" thing starts to cost you more and more and that you keep trying to make it run without success. And when, at the top of that, the retailers answers you "we don't care about you, you have no warranty anymore..." then you will, for sure, create topics on websites in trying to warn other peoples about them.

At the other way, we never question persons with a high post ratio that are "completely amazed of their new amps/cd/dac/.../", even if we know that they often are seller, sponsored posters or communication agencies in disguise. On french forum, they are a real mass of posters on the forums about hifi and they help to make their brand beautiful in spouting year after year all those nonsensical phrases we love so much. I was already contacted by Devialet for that, but gently declined ; but I have no doubt that this open place was quickly filled with a skilled profile. Although, in France, they have tons of fake Advance acoustic reviewers and profiles. It looks like this brand loves to trigger her web reputation virtually. On the other forum I'm on, we have a ratio of 1 true review for 8 fakes. But let's be honest in admitting that it's a common thing. I already encountered fake profiles from Luxman, Accuphase, Monitor Audio, Naim, ProAc, Esoteric, Devialet, ...and I probably missed some ot them.

So please, be vigilant and learn to see through native advertising and don't ignore critical posters systematically.

 

[jonathanRD]

I'm not sure that posters are being ignored when they complain about a faulty unit or poor service, but its the manner in which they do so that sets then up for either being taken at face value and being supported, or being questioned or in some cases considered a troll.

First time posters IMO have to be careful how they deliver their message. If they are experiencing a problem and seeking advice, they usually will get a lot of support and good experienced advice.

But if they announce themselves in their very first post with all guns blazing, failing to give a detailed explanation of the facts, and making accusations, they will be treated with caution and get questioned. Failing to respond in a timely fashion doesn't help either.

I suspect that we have all experienced good and bad products and service, so over a period of time our experience gives us a more balanced view and we will instinctively know when to share an issue that really does need airing.

Personally, after nearly five years of reading this forum, I can't say that there is any brand I would consciously avoid due to negative feedback.

 

[MajorFubar]

... by my good self 

Meh...I didn't check that lol

 

[MajorFubar]

Surfing whilst at work, whatever next?

...in my lunch break I must add, as now

 

[Al ears]

Surfing whilst at work, whatever next?

...in my lunch break I must add, as now

But of course, what was I thinking!

To the OP and in reply to #21..... If in doubt buy Bryston.