Thanks for your reply.
Let me explain my painful way a little bit further:
I bought the HD-AVP & MCH-K38 combo mid 2016. Since there was no local dealer in Switzerland selling NuPrime products at the time, I was buying through USA (John Casler). I had one of the very first badges produced and I think this was a big mistake. I was trying to use bridged mode and unfortunately, channel 7/8 was broken and it burned/baked one of my speakers (Piega Coax, $7'500 per piece). I opened a support ticket (NUPRIME-Z9GU6L79F1, mytdss.com). The support organisation could not really help me and all I could do was to deactivate the defevtive channels and just use channels 1-6 (unbridged mode). Returning the device back to the US was not really practical as I was not sure, if they could find the problem or were even willing to help me. Handling costs (shipping/tax/administration) were not in relation to an uncertain outcome. But hey, your quality product just killed a high-end speaker. Isn't that great?
By end of July 2018, I bought the Evo One Monoblocs. At the time, there was the possibility to buy through a dealer in Germany (I live 2 hours away in Switzerland) and through an official European distributor (Audium). I thought: Lessons learned, if there is a problem, I have a least a (local) dealer in reasonable distance, who then can support me. As I said earlier, the dealer had to postpone the pick-up of the amplifiers, as one of the Evo One Monoblocs was delivered dead on arrival (DOD) and hat to be replaced. About 8 months ago, my MCH-K38 died completely (ticket #403). So I ordered the MCX-4 as a replacement and brought the defective MCH-K38 for a checkup. Maybe it was worth to let it repair for little money, so I still could sell it on the used market? Unfortunately, the dealer started to do repair work, without making an cost estimate in advance and was already asking for 450 Euros. The main board was burned and had to be replace and as I knew already, the channel module 7/8 was broken. He offered me to deactivate channel 8, as channel 7 in unbridged mode was still working fine. When I was picking up the repaired MCH-K38, he then asked for 650 Euros and told me, that now everything is fixed and all channels are fully working. Hmmm... OK, not what we had agreed on, but fine, this might help me to sell the device easier. Back at home, I put it for sell on the used market and immediately got some requests. Unlike NuPrime, I do make final quality checks and I noticed, that channel 8 was not functional. So I paid 200 Euros more, for not a full repair service. Just another deep blow. I than had to revise my offering and lower the price in order to be able to sell the defective device. I now need to get the 200 Euros back from the dealer.
Now to the problem of the Evolution One Amplifier:
Some time ago, I started to notice a silent whistling of the Evo One. This was only during standby mode, not when running. I asked in the forum and also my dealer for advice, if there could be another defect. But I was told that this can come from the coils and is nothing to worry about. As it was not audible when listening to music, I did not insist. What a mistake! Now, the Evo One died (burned main board again... I wonder what are the fuses for?) and the distributor (Audium) is hiding behind warranty clauses. OK, the European law has a mandatory warranty of 2 years. I bought my Evo One Amplifier on July 28, 2018, which means that I have slipped the warranty by a few days. What is funny, is that another German NuPrime customer told me, that Audium provides extended warranty for devices sold by them, which covers 3 years. (
https://www.audium.com/garantiekarte.php?). So why do I get threated this way? Why do I not profit of the extended warranty? I bought my device through an official NuPrime dealer and through the official sales channel of NuPrime. I mean, guys... I am not a customer that bought the cheapest NuPrime device available and now make a big drama. Sorry, I invested heavily in NuPrime: HD-AVP, MCH-K38, MCX-4, 2x Evolution One Amps. Put the numbers together and then you might understand, why I not a happy camper. I really expect to get treated better than this. Or am I asking too much?
You can easily say, that I am ranting. OK, you can do that. But I see it that way: The distributor that NuPrime has chosen, is the
official representation and brand ambassador of NuPrime in this region. If the distributor is not providing a good service or treat customers well, it falls back to NuPrime as a company. NuPrime has selected the distributor, not me. I went the supposed way through the local service provider, which is dealer/distributor. That's the whole sense of having distributors and dealers, not? Otherwise, you have to switch to a direct selling business. For me, it does not make sense to open a separate support ticket at NuPrime directly in this setup (but here we go: ticket #582). The distributor should be able to escalate a problem to NuPrime and he also should do it in special situations. Ok, now I am back in direct dealing mode. But what is the function of the distributor then?
Anyway, I am here to give feedback as loyal customer, that the NuPrime distributor/dealer setup for this region is not working well. And so far, I am more than concerned about recommending NuPrime to other people in my network.
