Esoteric K-03 X - mechanical problems w tray

Guido - thank you very much but the issue has grown past that as my dealer is trying to work with the Esoteric district manager / sales rep. Esoteric is definitely dragging their feet on this ......this is not the Esoteric I used to deal with. Customer Service is terrible .....

"09-04-15: Garebear
Guido - thank you very much but the issue has grown past that as my dealer is trying to work with the Esoteric district manager / sales rep. Esoteric is definitely dragging their feet on this ......this is not the Esoteric I used to deal with. Customer Service is terrible ..... "

I know I sound like a broken record, but this your dealers problem to fix. I know the player has a warranty through Teac, but you didn't buy it from them, you bought it from your dealer. The unit was defective right out of the box. Your dealer either has another one that he could give you but he won't because he doesn't want to risk anything in case Esoteric screws him over, or the dealer would have to buy another one for you, and then take the old one back and fight with Esoteric over it. Again, he doesn't want to take that kind of risk in case he doesn't get paid. The truth of the matter is that you are letting him put the risk and burden on your shoulders, while the only risk on his part is some phone calls. And given who the dealer is, that does not surprise me one bit. The more time you give him to stall, the easier it is for him to claim that Esoteric should be dealing with your problem, and not him. If they have any type of return policy, I suggest you take action before it expires. At the very least, send him a letter certified mail so you have some proof of when the problem happened.

UPDATE : Esoteric has agreed to send me a new K-03X - I should have it later this week. I will comment further at that time - we are now looking at 6 weeks to identify, discuss and resolve this issue.

While it may have taken longer than you'd like, you're ending up getting a new unit which is what you wanted. Dealing with large companies often requires the involvement and decision making from many levels to get the needed approvals for something like this to get done. In the end they are doing the right thing and I think they should be commended for it. Of course it would have been better if they gave you an immediate replacement, but that rarely happens with companies the size of Esoteric and its ownership. I hope you enjoy your new K-03X for many trouble free years!

Hi Gary, glad that things are moving in the right direction... Do keep us posted! Guido