[lupocerviero]

Hi everyone, I've been using and appreciating Nuprime for many years.
I currently have a Dac10h paired with the ST10m mono amplifiers.
Yesterday, something really strange happened: the DAC turns on but it doesn't make any sound from any of the inputs.
I tried all the digital inputs and even the line input, but nothing.
To be sure, I tried another DAC in the system; the sources and mono worked perfectly.
I decided to try the DAC in a second system with active speakers, but nothing, total silence.
The DAC turns on, changes input and volume, but produces no output.
Thanks in advance to anyone who can help.

[lupocerviero]

Hundreds of views and zero comments.
I expected at least one post from NuPrime, but this is it...
The funny thing is, I was racking my brains yesterday and tried reconnecting the DAC10H in my second system, and surprise, it worked!
While I recognize the high quality of NuPrime products, this unusual inconvenience has shaken my confidence in the brand.
Regardless of this experience with the DAC10H, I've been thinking about upgrading my DAC for a while.
My obvious choice was the Evolution DAC 2, but my wife is pushing for the Eversolo DMP A-10.

P.S. What's the best circle to start a source comparison?
Thanks for the help and suggestions.

[GentleBender]

Sorry nobody had a solution. The best place for DAC comparisons and questions would be here. https://www.audiocircle.com/index.php?board=133.0

[AllanS]

Quite often Jason will chime in but it may be a week or two before he comments.  You can also submit a ticket @ https://nuprimeaudio.com/support/

[lupocerviero]

Sorry nobody had a solution. The best place for DAC comparisons and questions would be here. https://www.audiocircle.com/index.php?board=133.0

Thank you for your kind response and the link. I'm more surprised than disappointed.
As I wrote, I've been a satisfied customer of nuprime products for many years.
The Italian distributor Audiograffiti did an excellent job of distribution and support.
If I'd had a similar problem, a courier would have picked up the product the next day for inspection.
I would have expected something similar, or even better, given that they're an Us brand.
Now everything works perfectly as always.
The dac is back in the main system, and I've been testing it for a couple of hours through every input with vinyl, CDs, and streaming.
🙄

[Randy]

I have a Nuprime DAC/integrated amp, model 8 something or other.  It died on me.  No particular reason other than it may be junk. Into the trashcan it goes. It was quirky from day one.

[AllanS]

The Italian distributor Audiograffiti did an excellent job of distribution and support.
If I'd had a similar problem, a courier would have picked up the product the next day for inspection.
I would have expected something similar, or even better, given that they're an Us brand.

Far as I know NuPrime headquarters and manufacturing are both located in Taiwan.  There are have several N American dealers, some active here on AC, and recently added US service.  Jason, the CEO, is a semi frequent contributor here.

[lupocerviero]

I have a Nuprime DAC/integrated amp, model 8 something or other.  It died on me.  No particular reason other than it may be junk. Into the trashcan it goes. It was quirky from day one.

I've never tried any of the 8 Series products, and honestly, even if you've had a bad experience, I think there are more polite ways to express disappointment. All the nuforce and nuprime products I've owned or used have always been of excellent build quality and sound.

[lupocerviero]

Far as I know NuPrime headquarters and manufacturing are both located in Taiwan.  There are have several N American dealers, some active here on AC, and recently added US service.  Jason, the CEO, is a semi frequent contributor here.

Oh, that's good to know, thanks. I always thought it was an American company with Taiwanese production. However, that doesn't diminish my appreciation for the brand. Taiwan, especially in past decades, was synonymous with excellence, in contrast to China's mass-produced, low-quality products.

[rustydoglim]

Hi guys, THIS IS NOT A SUPPORT SITE!
I can only visit this forum when I have time but lately I am too busy.  Furthermore, this forum is mainly for community discussion and self help.
Regarding support problems, customers sometimes (or frequently) expect us to be able to diagnose the problem remotely. But most of the time we can't.
This DAC-10H still has power, front panel works but no sound, so most certainly there is a hardware failure.
UNLESS, you accidentally mute the DAC.

Please go to support on nuprimeaudio.com and follow the instructions. Thanks!

[lupocerviero]

Hi guys, THIS IS NOT A SUPPORT SITE!
I can only visit this forum when I have time but lately I am too busy.  Furthermore, this forum is mainly for community discussion and self help.
Regarding support problems, customers sometimes (or frequently) expect us to be able to diagnose the problem remotely. But most of the time we can't.
This DAC-10H still has power, front panel works but no sound, so most certainly there is a hardware failure.
UNLESS, you accidentally mute the DAC.

Please go to support on nuprimeaudio.com and follow the instructions. Thanks!

Given the impolite tone of this post, I think it's necessary to clarify a few points...
- Time is precious for everyone, not just you!
- No one has requested, or even considered requesting, any psychic intervention or repair, or has specifically requested your intervention.
Responding is a courtesy (and a smart move if you're professionally connected to the brand).
- I've expressed appreciation for the brand and haven't made any cursory or childish judgments.
- I'm knowledgeable enough to tell if a DAC is muted, and if you knew the subject, you'd know that a muted DAC flashes, and when it's turned off and on again, it cancels the mute function and returns to the previous volume.

But it was probably too much effort to even read the first post...

An unusual event occurred, and I thought I'd share it, in a calm tone, on a forum where, at least in the past, there was a small community of owners of items from this brand. I explained that I had tested the issue on two different systems and made sure to point out that after a couple of days everything was back to normal, making the situation even more bizarre.

This post confirms my feelings about this brand, especially when a long-time loyal customer thought he could use this inconvenience to buy the brand's current flagship model.
Thanks for making my decision easy!

[rustydoglim]

I have been on this forum for 20 years!  Customers or potential customers can check my 20 years of posts from Nuforce to Nuprime that I am a very easy to work with and pay attention to customer support!
Many customers have wrote to me asking for discount for upgrade or trade-in and I always accommodate.

All I am saying is that don't use this forum as support and then "blame" Nuprime for not paying attention to your problem.
I urge all customers to use our help desk and support email.

Thanks!
Jason

[lupocerviero]

I have been on this forum for 20 years!  Customers or potential customers can check my 20 years of posts from Nuforce to Nuprime that I am a very easy to work with and pay attention to customer support!
Many customers have wrote to me asking for discount for upgrade or trade-in and I always accommodate.

All I am saying is that don't use this forum as support and then "blame" Nuprime for not paying attention to your problem.
I urge all customers to use our help desk and support email.

Thanks!
Jason

The opinions of people interested in trades, discounts et similia, like cannot be considered sincere or reliable, as both are motivated by private interests.
In my case, I shared an unusual event in the forum section dedicated to this brand, to see if anyone else had a similar experience.
Because this is a forum, not a marketplace, not a support center, a place to share and exchange opinions, nothing more.
Nowhere in my posts are there requests for help or requests for trades.
As I've made clear several times, I too have known and used Nuforce/Nuprime products for many years, and like any knowledgeable customer, I know exactly who to turn to for technical assistance. In Italia, there were some problems, but the support from the then-distributor, Audiograffiti, was prompt, professional, and above all, always very courteous. It's precisely this courtesy that makes the difference and builds customer loyalty.
Nuprime produces excellent products, but it has a truly uncompetitive/incomprehensible marketing strategy and some rather strange technical choices, most notably the horrible remote controls. The current market is saturated with offerings, and the only people who actually buy Nuprime are people who already know Nuprime.

[rustydoglim]

Thank you for your constructive feedback.  I acknowledged that we have too many product lines and creating a remote control is very challenging due to the high volume requirement. Nuprime product is known for one of the best value for money and performance. But this strategy also put us in a difficult position of having less profit margin for certain product features.  We have been catering to a segment of audiophiles who focus more on sound quality. 
There are also other challenging issues of maintaining a family of designs.
In summary, we are basically a technology company who just happened to be in the high end audio business. 

[lupocerviero]

In summary, we are basically a technology company who just happened to be in the high end audio business.

I'm glad the discussion is being received in a constructive manner, but this type of response is exactly what confirms my concerns.
If we're talking about more affordable items with great value for money, then I already know there will be compromises to be made.
It's a different story if we're talking about $4,000-$5,000 a piece, then it's not just the sound that matters, but also factors like implementation, customer service, and brand prestige.
Saying you happened to find yourself in the high-end segment is an implicit admission that you don't belong in that segment, and therefore, as a customer, I might feel cheated of that status.
The leap in quality and aesthetics between Nuforce and Nuprime was very clear. When I switched to the Dac10h + St10 pair, I was convinced I'd gotten a bargain; the quality/price ratio for sound and performance was exceptional.
With the St10m, the feeling was even greater, but then the weirdness began.
Phase reversed without understanding why, no trigger, annoying having to turn on two other devices after spending 5 seconds waiting for the DAC to turn on, and normally the monos are out of the rack, removed from the list after a short while because they're too good?
Keeping costs low without "paying" for fake positive reviews can be helpful, but at least the effort to keep discussion alive on the forums is worthwhile, because as I said in another post, you can't add a new $3,000+ streamer to the catalog and only you know about it...

[rustydoglim]

NuPrime sells most of its products through a worldwide distributor and dealer network rather than directly to consumers. These distributors are responsible for local support, product demonstrations, sales, and marketing. A common misconception is that we, as the manufacturer, capture a large share of the retail price. In reality, we receive only a small fraction. After covering production, R&D, certifications, tooling, marketing, and other operating costs, many products barely break even. High-end audio is a challenging market, with most well-known brands now consolidated under a few large companies (for example, Samsung → Harman->long list of brands; IAG → Wharfedale, Quad, Audiolab,....).

I wish I have more help.  On the bright side, we are very frugal and therefore able to continue despite a globally challenging economic environment. We are now on the upswing and hopefully we can provide better service in the coming year.

[lupocerviero]

I wish you all the best!
But until you have a more defined and solid business model,
I'll have to focus my attention and purchases elsewhere.
As I said, when it comes to hi-fi prices, I've always considered Nuprime to offer extremely good value, with performance well above its price point.
But honestly, right now, I'm not attracted to purchasing your higher-end products.
If I pay more, I expect to receive and perceive more, and that sense of a great deal fades...

[fredgarvin]

I wish you all the best!
But until you have a more defined and solid business model,
I'll have to focus my attention and purchases elsewhere.
As I said, when it comes to hi-fi prices, I've always considered Nuprime to offer extremely good value, with performance well above its price point.
But honestly, right now, I'm not attracted to purchasing your higher-end products.
If I pay more, I expect to receive and perceive more, and that sense of a great deal fades...

Your sincerity and honesty is just oozing.

[mresseguie]

Sure feels like a hit piece - just my opinion. 

I’ve owned Nuprime gear since the IDA-8 was launched - my son still uses it in his system - and I own a Nuprime DAC, two CD players and an Evolution STA amp. I’ve never had any issues with them nor have I ever found Nuprime’s service lacking. Attacking the brand simply because you didn’t get an immediate answer on this forum tells me volumes.

People get busy. Responses to forum inquiries are not always immediate. You want help? Go to the Nuprime website and file a claim - just like any other company that produces products. Your dishwasher fails…Do you go on forums or straight to the manufacturer’s website?

[lupocerviero]

I always find the superficiality of certain people very depressing. 🤦🏻‍♂️
Perhaps before writing such nonsense, it would be enough to read the previous posts and make sure your brains and good manners are turned ON!
But only if it's not too much of an effort...
Just reread the posts to verify that I never asked for assistance, used a derogatory, or rude tone. Someone else used expressions like "junk" and I immediately stopped him.
Good manners aren't optional in my world.
A forum is a place to share experiences and hypothetically have constructive discussions. I shared an anomaly that happened to me, and rustydoglim later intervened (also mistakenly and without reading the previous posts), but he demonstrated to be intelligent and it was possible to exchange points of view. Opinions of a satisfied long-term customer, a customer willing to spend even higher amounts but commensurate with a tangible increase in value. This is the kind of feedback that benefits a company that wants to thrive and grow, not the low-level irony of fanboys or narrow-minded people. If you're unable to engage in polite conversation or have nothing to say, please simply move on.